With policy

No policy

Mean Standard deviation

Mean Standard deviation

z score

Achievement of budget

4.57

0.60

4.66

0.61

−0.63

Maintenance/improvement in profitability

4.67

0.53

4.75

0.48

−0.73

Report on customer complaints

4.55

0.74

4.06

0.90

2.74

Adherence to operations manual

3.64

1.06

3.21

1.06

1.80

Report on staff turnover

3.54

1.06

2.51

1.00

3.27

Report on external factors affecting the business

3.79

0.84

2.92

1.05

4.17

Report on internal initiatives being taken

4.12

0.84

3.71

0.91

2.12

Environmental reporting

3.33

0.97

2.56

1.13

3.35

Achieving environmental targets

3.19

1.13

2.29

1.18

3.48