What is the meaning of Indicator performance

Question:

1.     What criteria must be met by indicators of performance when they are being set up to monitor the progress of an ongoing improvement plan?

·         Directly. A performance indicator should measure as precisely as possible the results to be measured. He should not be "placed" at a level that is higher or lower than the measured results.

·         Objective. An objective indicator contains no doubt about what should be measured. Namely, there was general agreement on the interpretation of the results. He could be / single dimension and "right" or clear / unequivocal operationally.

·         Adequate / Sufficient. In the "group" it, an indicator of performance and other accompanying indicators should adequately measure the results in question. Quantitatively, if possible. Qualitative indicators are descriptive observations (the opinion of an expert on the strength of the institution, or a description of the behaviour). Although quantitative indicators are not necessarily more objective, accuracy / precision in their numbers tend to make their agreement on the interpretation of the data outcome, so it is usually preferred.

·         Disaggregated (disaggregated), if necessary. Differentiate the results of the program at the community level by gender, age, location or any other dimension is often important from the standpoint of management or reporting.

·         Practical. An indicator is said to be practical if data can be obtained on time and at a reasonable cost. The managers require the data to be collected enough times to give them information about the progress and influence decisions that will be made.

·         Reliable. A final consideration in choosing performance indicators is whether the data with reliable quality or accountable to make a decision, can be obtained

2. Communicating continuous improvement requires that you identify the four (4) what? What factors may depend on the communication method you use?

·         Seeing all the work as a process.

·         Anticipation of changes in the customer's wishes.

·         Controlling performance and measurement processes such as scrap reduction and so on.

·         Fixing customer dissatisfaction with the current level of performance.

Factor used is

·         Reducing the resources (Resource)

·         reduce errors

·         Reaches or exceeds consumer desires

·         Make safe process

·         Make the process more satisfying for those who do it.

3. How will you manage records, reports, and recommendations for improvements in systems and processes of the organization? Explain why a consistent approach is needed to collect, analyse, and report on benchmarking metrics.

Reports and Analysis (Reporting and Analysis)

This stage is most important because it closes a cycle of management control process that data for process accounting liability can be collected.

Analysis of management reports among other things can be:

·         require the company's strategy is checked back in.

·         requires the removal, addition, or modification of the program in the coming year.

·         analysing deviations so that we can conclude the necessity of the amendment to the budget, when it is not realistic.

·         infer the need for improvements to the problem that can not be anticipated.

4. What are the four (4) key steps in the process for monitoring the operational progress?

·         Good organization

·         creative thinking

·         Noting things through

·         Analyse Business Competitors

5. To identify your customers and increase your understanding of their needs, what the five (5) questions you should ask yourself?

·         Have I greet customers with a smile?

·         Whether customers have what they need?

·         Do I remember to allow customers to ask questions about the product?

·         If I do not hesitate to apologize when there is a business mistake?

·         Am I trying to serve with more?

6. Explain the three (3) changes in the typical below in detail may include:

·         Take precautions: The eradication measures was constrained and pace with the emergence of various modus operandi of corruption increasingly sophisticated (sophisticated). Corruption has many facets and can be viewed in terms of politics, economy, culture, criminology and so on

·         Correction: overall improvement related to fiscal policy

·         Planning: setting is done before the action took place. Especially when related to the budget.

7. performance work team ideally would be assessed based on the below four (4) factors that contribute to the effectiveness of the team. Describe each in detail:

·         Performance: a function of motivation and ability. To complete a task or a job, a person must possess the degree of willingness and a certain level of ability. Willingness and skills of a person is not effective enough to do something without a clear understanding of what will be done and how to do it

·         Satisfaction member: Customer satisfaction is a response to customer dissatisfaction among stage of previous interests and actual performance had felt after usage ". Customer satisfaction is one of the secrets of the success of a business. Even so, there are still many people who intentionally or unintentionally forget this. Many business failures occur because the customer let down so they look alternate to other similar products.

·         Learning team: Team. The group should be set up and has managed it well. Provision of material and have a regular system

·         Satisfaction beyond: Life satisfaction is actually composed of two elements, namely enjoy (enjoying) and desire (wanting). Life is not dependent on the satisfaction and success of our wealth, but on our ability to enjoy anything that we already have.

8. What components should be owned by the system documentation feedback?

·         System analysis: Responsibilities include fact-finding systems analysis using the technique of interviews, questionnaires, review of documents, and observation.

·         System Design: System design involves preparation of the system is complete and intact. As an artist requires a special tool to be able to draw, designers also need tools to assist in the design process, the tool can be in the form of a matrix input / output, system flowcharts and data flow diagrams.

·         Implementation: Implementation of the system is the application of the design have been made. activities that usually includes the implementation is the selection and training of personnel, installation of computer equipment and infrastructure, detailed system design, writing and testing computer programs, system testing, creation of standards, documentation and file conversion from the old system to the new system.

9. Explain how coaching can be used to increase the willingness of people to adopt the innovation or change.

·         Awareness: Consumers are aware of such innovation but still lack information about them. usually this happens when the consumer first saw the product.

·         Interests: Consumers are interested in finding the information, because consumers find it interesting innovation in products.

·         Evaluation: Consumers consider trying such innovations.

·         Experiment: Consumers try these innovations to improve estimates of the value of these innovations.

·         Adoption: Consumer decide to use it regularly.

10. Explain how assistance can be used to change a person's motivation and willingness to adopt change and actively participate in the process of continuous improvement.

If you expect the community to adopt such innovations, the community needs to believe that it is a requirement that really wants by them. An innovation will be a necessity if such innovations can solve the problems they face. Resulting in the identification of these problems can be seen; that is something that we think is the problem, not necessarily a problem as well for others, then Even if it is true that the problems felt by the people, not necessarily a settlement offered by the conditions of society for recipients.

11. Explain how coaching can be used to improve one's communication skills and the possibility of changes or innovations are adopted.

Creativity is the process of giving birth or ideas. This process is a combination of motivation, time, Effort and knowledge. While innovation is applicable ideas and actions that bring results. Innovation creates a different thing from a previous or existing. Innovation is born from the combined knowledge of existing and development of new knowledge. Because in general people tend to prefer the differences, then we must always create things that are different from the general. For a person who is innovative, we need to open ourselves to new things and begin to digest and learn.

12. Describe how mentoring can help filter out the social influences that can affect a person's willingness to adopt the change or innovation.

Innovation also did not simply necessary stages of innovation decision process steps, namely:

·         Phase knowledge (knowledge), ie when the individual / group, opening up to the existence of an innovation,

·         Phase persuasion (persuasion), which is when an individual or group, please begin to shape attitudes or even displeased to innovation;

·         Decision-making stage (decision making), which is a stage where a person / group to do activities that led to the decision to accept or reject the innovation

·         Implementation phase (implementation), that is, when a person or group to apply or use the innovation, and

·         Phase confirmation (confirmation), which is the stage where a person or group seeking to strengthen against the decision of innovations that do.

Thus, the adoption of the innovation process will be affected by the internal system of social organization or an agency concerned. Organization or social order is good and stable will adopt an innovation by considering meets the following requirements: have clear objectives, have their share of the tasks described clearly, has the clarity of the structure of the authority or authorities, have the ground rules and general regulations, pattern relationship information tested

Assessment Task 2-Reports & Presentations

Answer the following questions in the format of the report and make a presentation Power Point

1.     Documented at least six problems or questions you have identified which will help clarify the requirements for the implementation of process improvement items.

·         How do I increase the hours to trade without increasing costs?

·         How do I suppress the budget allocation as small as possible to gain as much as possible?

·         What is the right way to increase sales profits every year?

·         When is the best time to do some research to match the sales catalogue sales to the region, climate and season?

·         How should expand sales of products into one new rural areas?

·         How do I fix the booking procedure by telephone with on line ??

2. Prepare a brief response to any issues or questions Q1 above and add it to the inferred resource has been provided in the case study.

(As you work through continuous improvement activities, you can identify any further questions that would require further assumptions. Add this to the question / problem for Q1 and response / assumption for this item).

·         by increasing the hours to trade without increasing costs is made the working hours of employees to be flexible so that employees do not feel tired when working overtime

·         pressing budgetary allocations as small as possible to gain as much as possible is to remove unnecessary spending in the budget plan in the company

·         the right way to increase sales profits every year is to improve customer service as much as possible so that the case of consumer satisfaction

·         the best time to do some research to match the sales catalogue sales to the region, the climate and the season is actually all the time it was nice but more optimal if done when it was not raining

·         expanding sales of products into one new rural areas have to do with the survey area over looking place that is friendly to new products

·         improve the booking procedure by telephone with on line can be done by improving the skills of staff in the field

3. Prepare a table or spreadsheet provides the following information:

• Break the continuous improvement activities into tasks and sub-tasks and sort them into a logical sequence.

• Determine resource requirements for each task and sub-task.

• Determine the time period for each task and sub-task.

• Specify task dependencies.

• Prepare timelines (Gantt Chart) .

Sustainable Increased Activity
the resource requirements for each task and sub-task	the resource requirements for each sub-task
serving customer satisfaction	presents a continuous change
	make subordinates into working more friendly to the customer
have a great respect for each person	delegating responsible
	when work in teams must involve the right people
draw up management based on facts	provide opportunities and appreciate the contribution of human resources
	draw up integration between human resources and technology
continuous improvement	have a goal in each individual togetherness
period of time for each task and sub-task.	period for each sub-task.
serving customer satisfaction takes 3 months	present continuous changes take 1.5 months
	make subordinate became more friendly work
	customer took 1.5 months
have a great respect for each person takes 2 months	delegating responsible takes 1 month
	when work in teams must involve
	the right person takes 1 month
draw up management based on the fact it took 4 months	provide opportunities and value the contribution
	human resources it took 2 months
	draw up integration between resources
	human and technological takes 2 months
continuous improvement took 5 months	purposeful togetherness
	in each individual takes 5 months
Task dependencies.
Minimizing the size of irregularities that required for storing data.
Minimizing the risk of data inconsistencies in the database.
Minimize the possibility of renewal anomaly.
Maximizing the stability of the structure of the data.

activities and	1-Oct 18	1 to November 18	des-18	Jan-19	Feb-19	Mar-19	APR-19	May-19	Jun-19	Jul-19	Aug-19
execution time
serving customer satisfaction
have a great respect for each person
draw up management based on facts
continuous improvement

4. Make a list of people who should be included in the consultation process for continuous improvement activities and explain why they should be consulted.

Internal: Directors, managers, employees

Connected: shareholders, customers, suppliers, advisers, consultants, competitors

Reason why they should be consulted as the majority shareholder is seen as the party of law recognized by the business in many countries, the shareholders or the shareholders are the owners of the company, and the company has a fiduciary obligation that binds to put their needs first, to increase the value for them , external: government, local community, pressure groups, media

5. Describe what communication strategy will you use to communicate with your team, stakeholders, and other Company Getgreen staff during the planning, implementation, monitoring and review of this continuous improvement activities. Organize information in tables so clear what communication strategies used in the various stages of activity.

The communication strategy Activity

Communication strategy with stakeholders
plan	Implementation
Conduct analysis of the problem	To develop strategies
Selecting target audiences and stakeholders	Make determinations messages communicated
Finding what effect you want to achieve	Take the lead partner
Monitoring	sighting
Monitor communication activities already underway	Evaluation of the overall project completion
To verify costs and communication budget

6. Describe how you will get feedback from your team for continuous improvement activities are being carried out.

·         Seeing the existing situation: Describe the situation / event in question,

·         Acting in accordance with the applicable rules and should, Giving effect to those who trusted the performance of the team or to your superiors,

·         listen to opinions of people who are given feedback, what is the reason behind such behaviour

·         Providing advice they should do.

7. Describe how you will consult and get feedback from customers about the online and telephone booking procedure.

open the suggestion in the email box, separating emails that match the customer complaints, noting the feedback given customer.

8. Describe what strategies will you use to get the support and participation of the team in conducting this increase.

Applying Pull system. Focus on quality improvement, planning and execution, continuous improvement, Traffic decisions, have good cooperation with suppliers

9. Determine key performance indicators (KPI) to measure the progress of the implementation of the business plan and overall success.

·         building purposes: Implementation of KPI is a way to arrange what needs to be done to achieve the aspired objectives of the company. Therefore, it is important for companies to understand in advance what the objectives of the company, which is what you want to achieve by the company.

·         Develop key indicators to be done to achieve the goal: Having a good understanding of what the objectives of the company, then the next step is to formulate any critical things that need to be done to achieve that goal. Each division and responsible individuals in it will have a sustainable strategic objectives and the breakdown of the vision and mission of the company to be achieved.

·         Deciding follow-up should be done with KPI: When a company has done the measurement of performance using KPIs, it can be seen how much the achievement that has been achieved the employees of the company's goals. This is because, in the implementation of KPI assessment, every month is always carried out a review of the results achieved. Successful implementation of the KPI is very dependent on the stage of this review, for the attainment of each KPI targets and individual parts is evaluated and then discussed constructively to be arranged action plan towards a better

10. During the implementation of a new telephone booking procedure, it is clear that it is sometimes not enough staff or telephone to handle the number of calls received. Identities are two ways to improve customer service for internet and telephone orders, and explains how this can be implemented using a continual improvement approach. There are no funds available for additional staff. Following the organization's policies and procedures using IDEAL problem solving model to determine the appropriate solution. Document every stage of the process by:

• identify problems

The problem that occurs is a telephone answering mechanism becomes less smooth because there are two things that deficiency Staff shortage and the lack of a phone.

• defining the problem

The problem is something that hamper the performance and make the productivity decreases. Thus the shortage of the number of calls can be routed using the Internet.

• check the option.

In the event of obstacles in answering the phone to serve a customer complaint can be transferred by email because it is much faster and cheaper.

Prepare a written improvement proposals to be submitted to the CEO with your recommendations for the solution of this problem.

waste	What we do now	Question	What we should do
waiting	Thorough checking errors that occur in response to answer the phone	Can we complete some tasks in parallel rather than in series?	Increase the number of staff to speed up the phone to be answered
transportation	Trying to add transport for mobility movement	Cane we reconfigure the process to Eliminate or reduce transportation?	If to reconfigure still biased but it is difficult to reduce transportation
processing	Moving quickly to check the overall phone	Can we combine some processes?	Several processes can be combined to reduce costs
Motion	Phone can be replaced temporarily by email	What tools or aids could speed up the process?	If the phone to answer questions from consumers is vital then the addition of employees is needed
Poor Quality	Bad quality phone should be removed to avoid misunderstandings.	Where can we mistake proof to Eliminate or reduce errors?	When the sound test conducted on the phone then it will be discovered that where the call was of poor quality
inventory	Goods that are not recorded should do a thorough data collection	Do we need inventory?	Inventory items are needed for neatness and smoothness in work
over production	Excessive production sometimes have a negative impact	Can we produce to order for the customer rather than the inventory?	Better to be checked against the inventory after it had operated for customer orders

11. Put yourself in the position of the person responsible for implementing continuous improvement plan items (ie supervisor Delivery). Prepare and present a power point presentation (5 minutes) to work your team:

• explain how the process of continuous improvement in operation and why this is an appropriate approach to improve customer service levels

·         examine, understand the needs and expectations of customers.

·         ensure that the objectives of the organization in line with the needs and expectations of customers.

·         Communications customer needs and expectations throughout the organization or institution.

·         Measuring customer satisfaction and then take action on the results of measurements

·         Manage systematically conduct customer relationships

·         make approach balance between customer satisfaction and the parties concerned.

• outlines the principles of kaizen and explain how the delivery team will adopt these principles in conducting this ongoing improvement

·         Plan
The setting of targets for improvement and the formulation of an action plan to achieve these targets.

·         Do
Implementation of the plan has been created.

·         Check
The examination of all procedures that have been implemented in order to make sure it goes according to plan all the while monitoring the progress that has been taken.

·         Thefollow
Following up the three steps taken at once classes decide new procedures in order to avoid the recurrence of the same problem or set new targets for the next repair.

• Inform team members about the achievement of an increase in customer service after the implementation of recommendations have been made and the data is received. It should be based around the KPI set

Using the system and suggestions from customers. Conducting customer satisfaction surveys. Tried to call back customers who have not purchased the product.

• Ask for recommendations and feedback.

Inquire directly to clients and to follow up