Description
Feedback in the form of measured results should go first to the person (s) who can directly use the results to control and improve his / their performance. Measuring a team or a department should be limited to what that group can control or influence with impact. With regard to customer-complaints not all departments would have the direct authority to solve the issues. The performance-measures for them can be, their receptivity for customer-service and their action to improve matters under their purview. Collective efforts of various departments can lead to a delighted customer.
The following objectives are included in our Latest PowerPoint Presentation:-
- Defining performance
- Forms of feedback
- Performance measures
- How measures are used?
- Organizational alignment
- Outputs and outcomes
- Predictive measures
- Performance measures alone are not sufficient
- Communication of results
- Format and graphics
- Reward and recognition
- Testing existing measures
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