Another way of accessing performance is by collating data on customer’s feedback about the individual consultant. All results can be produced through a team email, meeting or coaching. Obtaining a 360-degree feedback will be most valuable in assessing their strengths and weaknesses. The degree should be performed and completed by their manager and up to five of their peers with whom they work. This assessment will let the business and employer know what people they work with think about their attitude, performance, and business ethics.

Performance Appraisals Determines: Rewards and/or promotions for an individual who is meeting [exceeding performance ; Identify and discuss gaps in skills, knowledge and attitudes that impact on an individual’s performance ; Identify and discuss environmental or workplace weaknesses preventing the individual from meeting their goals and Most staff members will expect that they will be required to give feedback at the end of their appraisal.

What is important is team members are made to feel that management will actually take notice of their feedback and use it to coach and make any improvements. Live Performance Monitoring I have provided a sample bar chart below from when I worked at Tellers. The chart displays how a team’s Adherence on calls is monitored by the sales teams. As you see the amount of calls answered is the first column which is then followed by the activities that one undertakes while on that call.

You need to measure how the customer Judges the outcome of the product or service, through a phone or email survey at the end of each business discussion. Tellers have this process in place. The process is completed by asking the customer to stay on the line while at the end of the call while you transfer them through to a questioner/ survey about your performance today. The rating is from 1 (lowest) & 5 (highest) then next they will be ask to provide any feedback.

Statistics can be taken IA the login of the consultant’s phone that produces a per cent % on how many customers were transferred to the questioner [survey. Customer Survey Satisfaction Result handling and processing of customer requests for prompt reliable services and assistance. For the past few years, Tellers have proactively been monitoring the “First Contact Resolution” (FCC) metric as a Key Performance Indicator (KIP) of 80%. This is a Voice of the customer’ driven strategy – reported in a Corporate Responsibility Report (Inc, 2012) we are doing a lot more listening.

We are implementing tools and recesses that allow us to clearly understand and fix main points for our customers states David Toothed CEO. As well as the phone interaction customers have with staff Tellers has established a new online panel – My Tellers Experience – so that customers can regularly tell them what they think of their experiences and where they need to improve on service. 2 Figure 5 Compliance MIDI F source: (Dave, 2012) 2 Figure 5 shown in this report is my own collection of statistical results I obtained this assignment.

Time and Cost be balanced? “Quality does not come about by accident; It Is achieved through careful planning and execution. Customers regardless of who they may be deserve the best quality product your department can supply. As part of the planning process, it’s important to ensure you have a good understanding of the quality level your customers require and expect from the product you are providing. “Quality Is the characteristics of a product, system, service or process that meet the requirements of customers and Interested parties”. Herein lies the key, in the work requirements.

If we don’t understand the requirements of our customers, how can we provide a quality product? Not all customers will clearly state their requirements, or even know their requirements; It Is not uncommon to have to help them define this. “The total of characteristics that make a product or service good or poor, sensational or disappointing comprises its quality’. Jeff Vehement (owner of Alameda Canvas and Coverings in Alameda, Cilia) states; “Excessive perfectionist can strangle success”. “Every project has a correct balance between; quality, cost and time – and you have to find the balance between them.

If you can’t find out what’s important to the customer, you can’t balance the equation. ” A quality product or service is one that meets the needs or exceeds customer expectations. Poor quality costs money; Customer allowances and other tactics to offset customer dissatisfaction. ; Investigating and processing customer complaints. Returns and warranties claims. Product recalls. Repairing or replacing lost, damaged or faulty goods. Scrap and ultimately lost sales and lost customers are expensive. Then there are the hidden costs; Correcting billing and other errors. Expediting late deliveries.

Field service expenses and late paperwork. Overtime and premium freight costs. Just to name a few. Not surprisingly managing quality is essential for most of today’s organizations. Or a service do you think are important to include in your definition? Managing quality, cost and time by; Build a culture that says “quality is the way we do business” by building quality into the way you do things to eliminate the need for final checks and last minute fixes. Create a constancy of purpose towards improving products and services by asking the following questions; ; How can we do this better? ; How can we do this cheaper?

Having said that; when in doubt you should always come down on the side of providing better quality, as opposed to lesser quality. Generally speaking, the extra money you spend improving quality isn’t going to cost the company as much as the reduced quality. Low quality products, whether reports, services or physical products that people use, generally don’t work as good as higher quality products. Patterns for efficiency “Knowing what s important to your customer and being able to deliver the product in he most efficient way possible”.

Sometimes maintaining efficiency means saying no to a customer’s request. I. E. If you are looking at a Job that will take two days to complete where there is going to be little profit and there are other Jobs waiting that are going to make the weeks profits, an option would be to make suggestions and recommendations to help the customer get their needs met elsewhere, because the relationship with the customer is what the rest of his business’s success rests on. Reference; Management theory and practice-Kuris Cole, margarine. Com