Part (b) was more challenging. Candidates had to apply their knowledge to the scenario and identify corresponding goals and performance measures for Jamair, a low-cost airline.

There was a general absence of understanding about the difference between a goal and a measure. A goal is an objective and should begin with the word ‘to’.

So, for example, under the customer perspective, a goal could be ‘to reduce the number of flights cancelled.’ Then, the corresponding performance measure would be ‘the number of flights cancelled.’

Since the question also asked for an explanation, which was equally as important as the goal and measure, a candidate
would have to go on, in this example, to say that reducing the number of flights cancelled is important as customers would not want to fly with Jamair if they were unreliable.

If explanations were missing, marks could not be fully awarded.

The question did ask that candidates chose goals and measures that were specific to Jamair. This meant that generic goals and measures did not usually score marks, unless, via the explanation, the candidate had made sure that the goal/measure was relevant to Jamair.