Topic1 Establish team performance plan Write clear KPls for the team Once a perf
ID: 349845 • Letter: T
Question
Topic1 Establish team performance plan Write clear KPls for the team Once a performance outcome is agreed to and is in line with organisational needs, it must be worded so the team members and the manager are clear on the objectives to be achieved. To be dlear and unambiguous, KPls need to be written as 'SMART objectives. That is, they should be Specific, Measureable, Attainable, Realistic and Time-framed. For Attain SI million in sales of widgets per quarter. Assuming that SI million in sales is achievable and supported by production capacity, marketing,competitive pricing and so on the KPl is realistic and achievable. Keep the KPls concise: concise KPls are less likely to be example Time framed Target and clearly Sugsest an defne a specific indicator of area that you progress want to improve. quantity if Agree what the Identify what Speifly when oals should be results can the result can be and keep them realisticaly be achieved make achievable in the achieved gven sure there is ime frame. the available enough time to Determine how you will know the goal has been achieved. resources knowledge and but not too much ime achieve the goal, time. Example: team performance plan for a call centre Here is an example of a team performance plan for a call centre. Information that would have been negotiated and discussed with the team, such as the goal and action required has been included Goal Increase number of new customers on business phone plans by 15 per cent over sa-month period Call centre operators are to make 50 outbound calls per day, with an average of five new sign-ups per day. KPls Action required Team training in: · product features and benefits · overcoming objectives · techniques. Team training to be followed up with individual support from team leader when sales calls Support .Team leader Manager Training department Completed by 28/10/16 Evaluation of Team leader to monitor at least four outbound sales calls made by each performance operator. Results of call monitoring to be compared with monitoring results taken prior to trainingExplanation / Answer
Ans:- I think that the KPI planning and periodic review is a critical aspect of ensuring the goals in any business organisation.For each level of hierarchy,there needs to be a S.M.A.R.T definition of KPIs which are worked out after detailed analysis of KRAs(Key Result Areas) of that level/function.Eg:In the call center example,the KPIs of the team leader,manager and training department also must be suitably linked to the KPIs of the call center operators without which the whole exercise may not be effective and lead to a lower performance.
Additionally,the manager's need to be adequately trained by HR to formulate and review KPIs efficiently.