As3 BSBMKG617

ASSESSMENT TASK 3

BSBMGT617

(WRITTEN REPORT) MONITOR PERFORMANCE

This paper will identify the key performance objectives of a business plan contained in assessment task 1(Quality Training), explain how the performance measurement system will be implement and tested and how system product failure and variances to the business will be reported to whom and when

Key Performance Objective

Non-financial objective

Customer satisfaction

Number of employees turnover

Financial objectives

The target of productivities

Process of the data from device

The target of strategic plan goals

Develop Performance measurement systems

Non-financial performance measure

Customer satisfaction – measure that management uses to evaluate whether the organization is meeting customer expectation, e.g. customer survey or questionnaire

Employees satisfaction – measure the employee satisfaction rate will help to reduce the number of staff turnover by voice of employees forms or intranet survey

Employee training – measure that management uses to evaluate effectiveness of employee training. To see which skills need to be improve

......

ss of employee training. To see which skills need to be improve

Financial performance measure

The target of productivities is that all truckers are using GPS for record the data about the details of each pick up an drop off and record when a job starts and finishes

Process of the data from device is sent back to head office to monitor job process

Compare with the familiar company and competitors profit

Training revenue per trainee

Develop time frames

Time frame will presents how far out into the future that the company want to plan for business. As the company establish time frame, don’t worry about casting it in cement, instead, think of the schedule as something commit to follow unless and until circumstance change and make a conscious decision to revise it

Consult with key stakeholder

Stakeholder must discuss the suitability of performance measure before implementing. Key stakeholder include:

Employees: All truckers or staff that working as Fast Track Courier

Manager: Logistic Manager, Human Resource Manager, Finance Manager, Sale Manager

Business Owner: Management Team

Benchmarking used to determine suitable performance measures

The goal of benchmarking is to identify the weakness within an organization and improve up on them. To determine whether the performance measure are suitable for QT, a number of methods can be used:

Quality program – compare the number of complains or levels of customer satisfaction by feedbacks, questionnaires and online surveys

Competitive assaults – to create early awareness of competitive disadvantage

Cost reduction/budget process – compare the cost and overhead between departments within the organization

Operation improvement efforts – in case of system failure should be reported to management team

Compare the similar training organization with other training company

Time frame for action

...