Prepare a presentation that outlines Smithâ€™s current state and recommendations for key performance indicators (KPIâ€™s) or metrics for Smith to measure.
10â€“15 slides with speaker notes, 500â€“1,250 words with recommendations. Bullet points on slides w/detail in speaker notes. Graphics on sides w/bullet points
APA format – at least 3 references w/in text citations
In the presentation, include the following:
- Address the purpose and benefit that metrics provide for management and how the business can use metrics to drive improvements.
- Provide recommendations for metrics specific to Smithâ€™s business in at least five of the following categories: customer service, quality, delivery / on-time delivery, cost, responsiveness, communication, project delivery, technology, employee productivity, capacity, etc. Include examples of charts / graphs or the manner in which the metric would be communicated to management and the frequency of reporting. This can include balanced scorecard, management memoâ€™s, daily pulse reporting, monthly operations reporting or any other means which will provide the information in a timely and relevant manner to management.
- Discuss how Smith would track and report on the data needed for each metric as well as the limitations within the current process or assumptions built into the measurement.
- Explain the importance of metrics on customer relationships and satisfaction.