Example one person in the team may cut out the fabric

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Industrial/Organizational Psychology: An Applied Approach
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Chapter 15 / Exercise 2
Industrial/Organizational Psychology: An Applied Approach
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example, one person in the team may cut out the fabric for the bean bags and this would have to be done correctly and on time before the next person can sew them. KPIsKPIS (or Key Performance Indicators) are a form of work goal or objective they typically include data which can be used to measure and benchmark performance. Examples include: Key performance indicators on customer satisfaction including: orepeat business ocustomers making recommendations ocompleting surveys omaking complaints ooffering compliments Key performance indicators on customer effort including data concerning the efforts made to interact with customers such as:
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Industrial/Organizational Psychology: An Applied Approach
The document you are viewing contains questions related to this textbook.
Chapter 15 / Exercise 2
Industrial/Organizational Psychology: An Applied Approach
Aamodt
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P a g e | 18 Crown Institute of Business and Technology Pty LtdABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02 9955 3888 Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888osales visits onumbers of customers served/contacted/spoken to Monitoring time taken to answer calls: ocan be measured relatively easily with automated systems which can track the volume and duration of calls ocan also track the average time taken to answer calls (e.g. some organisations set a standard that calls must be answered within 3 rings or within 5 seconds) Operating within reporting protocols including factors such as: ocompleting or submitting reports within specified timescales (e.g. it may be necessary to complete an update report every hour, shift, day or week Score tools such as: onet promoter othese are linked to customer satisfaction indicators and give objective data about how customers have rated or scored the service that they have received Understanding metrics: ometrics are another form of key performance indicator otend to be more general in nature (e.g. sales figures). Work goals and objectives and KPIs are set within the overall context of the organisation’s requirements which may include: Access and equity principles and practice Business and performance plans Defined resource parameters Ethical standards Goals, objectives, plans, systems and processes
P a g e | 19 Crown Institute of Business and Technology Pty LtdABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02 9955 3888 Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888Legal and organisational policies, guidelines and requirements WHS policies, procedures and programs Quality and continuous improvement processes and standards Quality assurance and/or procedures manuals. An essential first place to start when planning and organising your own work is to understand what key goals, objectives and KPIs relate to your role, in the context of your organisation’s requirements.

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