Make a List of the Steps You Would Take and the Processes You Would Put in Place to Identify the Quality and Delivery Standards to Which Teams Should Adhere and to Monitor and Manage Team Performance so That It

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BSBCUS501C Activity 4 1. Set Goals - break larger goals into small achievable, measurable steps List the goals of the department/ organisation with measureable KPIs against each goal to enable measurement of these monthly/ Quarterly/ annually 2. Clarify actions team members need to take Each team member needs to be aware of the part they play in the process – and how their work impacts on the achievement of the goals 3. Define and clarify customer service goals, objectives and standards Ensure staff are aware of the KPIs and how they will be measured so they are able to manage their work 4. Define targets Develop a set of KPIs for each goal 5. Identify time frames for completion To ensure staff are aware of deadlines, and the impact this will have on KPIs 6. Identify the personnel to be involved in achieving the goals So everyone is aware of their role in achieving the goals 7. Specify the roles of team members To assist in the workflow to ensure the process is streamlined 8. Identify resources needed to achieve objectives 9. Identify reporting procedures and expected outcomes Develop reports and processes to report on KPIs 10. Inform team of the actions they need to take and how other actions will impact on the work of other team members Ensure constant communication to all staff and each step of the process to identify issues as they arise instead of dealing with problems at the end of the reporting period. Evaluation of process can be achieved by 360 degree

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