Which one is not part of Lewin's Force Field Analysis model (overcoming resistance to change)?

• A. Unchange
• B. Refreeze
• C. Change
• D. Unfreeze

John is a new procurement manager who has recently joined Smiths Facilities Management Ltd. The company provides maintenance services through the utilisation of subcontractors. It is experiencing a number of issues with its supply chain which has resulted in customer complaints, and John would like to introduce service level agreements (SLA) to some of its key providers. Which of the following should be included?
* How often the service will be provided
* The procedures to be followed to resolve disputes
* The qualifications needed by staff providing the service
* The stock maintained by the subcontractor

• A. 2, 3 and 4 only
• B. 1, 3 and 4 only
• C. 1, 2 and 4 only
• D. 1, 2 and 3 only

Thinking about the STEP / PESTEL / STEEPLE model, into which two categories would taxation most suitably fall?

• A. Technological
• B. Political
• C. Socio-cultural
• D. Economic

Giving employees the right to make modest decisions in an independent and self-directing way, on behalf of the organisation. Trusting employees to do the right thing, for example, when faced with a customer complaint.

• A. Entitlement
• B. Empowerment
• C. Endowment
• D. Endorsement

A local hospital has had to use a number of substitute cardiac pacemaker devices, due to poor delivery performance from its regular contracted cardiac equipment supplier. Which key performance indicators would be suitable to monitor the performance of the supplier in this area to help prevent the issue from reoccurring?
Select TWO that apply.

• A. The minimum speed of response relating to invoice queries
• B. The number of orders placed in the previous accounting period minus orders placed in the current period
• C. The average lead time from order placed to receipt of devices
• D. The results from a patient complaints survey
• E. The percentage of on-time in-full orders received per month