A key performance indicator is a measurable value

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.