BSBMGT517 Assessment 1 Task 5(a).docx - BSBMGT517...

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BSBMGT517 Assessment 1 Task 5 (a)Operational plan (with strategic objectives, measures and tasks) FY 2013–2014Objectives: Performance measuresTasks:1 Engaging with customers through marketing, research and personalised service. ● Completion of market/marketing research.● Completion of customer surveys.● Completion of reports to identify marketing opportunities.● Conduct quarterly surveys on customer satisfaction. ● Evaluation of market and marketing data to determine marketing opportunities.2 Building reputation for quality products and quality customer service:● Raise organisational profile by 20%. ● Improve client satisfaction performance by 25%.● Percentage of brand recognition in sought-after categories in periodic customer surveys. ● Percentage of customers with positive view of organisational responsiveness, innovation, quality, ethics, safety. ● Number of customer complaints. ● Delivery times. ● Number of returned items.● Audit of supplier quality.

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