A Key Performance Indicator is a measurable value that demonstrates how effectively a company is achieving key business objectives . Organizations use KPIs at multiple levels to evaluate their success at reaching targets. Define the Strategy Map (prerequisite, but out of scope here) Define Critical Success Factors (CSF) (and assess current performance) Distil transformational CSF´s, critical for performance improvement/transformation Define Key Performance Indicators for transformational CSF´s Operationalize the KPI measurement and reporting Question 4 Contingency plans require the identification of a potential risk and an assessment of that risk. A. List any three areas of risk facing a call centre with examples. B. Briefly mention the potential impact of those risks. Risks Examples Potential Information and data breach Stolen or breached details will lead to loss of credibility of customers The potential impact would be a major breach of data and damaged both the long- term and the
confidence deficits of the organisation. Stress Stress and depression in workers could be due to long hours of work All staff could be adversely affected by factors such as lack of job control (no control over timing/frequency of incoming calls, for example) or verbal abuse from customers. Display screen equipment Staff may suffer posture problems and pain, discomfort or injuries For instance, hands and arms from overuse or improper use, or from poorly designed workstations or work environments. Headaches or sore eyes can occur, eg if the lighting is poor. Question 5. Briefly explain what disaster recovery planning means and what it involves. A Disaster Recovery Plan (DRP) is a business plan that describes how work can be resumed quickly and effectively after a disaster . Disaster recovery planning is just part of business continuity planning and applied to aspects of an organization that rely on an IT infrastructure to function. Communication plan and role assignments. Plan for your equipment. Data continuity system. Backup check. Detailed asset inventory. Pictures of the office and equipment (before and after prep). Vendor communication and service restoration plan.
Question 6 Briefly explain why it is important to do the following: A. Determine resource requirements: Activity resource requirements are defined as the types of resources for different activities involved in a particular project management package. It also involves the quantities, amount, skill level of the resources needed to be involved in the projects. B. Develop and implement consultation processes: Consultation is a two- way process between you and your workers where you: talk to each other about health and safety matters. listen to their concerns and raise your concerns. seek and share views and information.
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