What are kpis and kras, explain what is meant by the term

What are kpis and kras

Assignment Help Management Theories

Reference no: EM133297078

Question 1: Outline the importance of a business manager having a "Customer Service Policy" that indicates how customer needs including people with special needs are identified and addressed by the business.

Question 2: What are the main indicators that a client may use to determine if a business is identifying and addressing their needs?

Question 3: Suppose you are working on a front-desk greeting and welcoming customers:

Mention any five (5) actions you can take to engage with a new customer to achieve the quality, time and cost requirements?

Question 4: List five (5) different types of records and reports that would be maintained by management.

Question 5: Why must an organisation deliver products and services to customer specifications within organisation's business plan.

Question 6: In your words, explain what is meant by the term 'Vision statement' when used in a customer service plan or business plan? What should the vision statement discuss?

Question 7: explain what is meant by the term 'Mission' when used in a customer service plan or business plan?

Question 8: What are KPIs and KRAs?

How are these be used to monitor team performance to consistently meet the organisation's quality and delivery standards.

Question 9: Define "performance standard" and how these are used in monitoring team performance to consistently meet the organisation's quality and delivery standards?

Question 10: explain the difference between 'leadership' and 'supervision'. How can 'leadership' and 'supervision' help colleagues overcome difficulties in meeting customer service standards?

Question 11: Explain what do you mean by 'Segmenting Customers'? Why and how a business should segment its customers?

Question 12: What must a manager consider before developing and using strategies to monitor progress in achieving product and/or service targets and standards? List any five (5) items.

Question 13: List the strategies a manager may include in a "Quality plan" to monitor progress in achieving product and/or service targets and standards.

Question 14: List seven (7) strategies a business may use to obtain customer feedback to improve the provision of products and services?

Question 15: How would the following Legislation impact on business operations, and in particular, customer service, quality and product offerings.

Anti-Discrimination law
Australian Consumer law (ACL)
Industry codes of practice
WHS/OHS law
Ethical principles

Reference no: EM133297078

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