Download - Session 6 Key Performance Indicators
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BUSINESS
RELATIONSHIPS
Establish and maintain business relationships SITXMGT501
Session 6 : Key Performance Indicators
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Review from last week
Last week we discussed:
Organisational Culture
Benefits of Organisational Culture
Considerations we should make
Types of Organisational Culture
Linked with planning of your Negotiation
Any questions?
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Homework from last week
Last week you were asked to:
Continue planning your Assessment 2
Complete Activity 3: Organisational Culture
Please submit now
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Introduction
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Last week we discussed Organisational Culture
and its impact and influence on negotiations. After
considering this, you need to consider the finer
details and what outcomes you want from you
negotiations.
Today we will discuss, KPI’s, Key Performance
Indicators which you must consider during your
planning stage.
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Key Performance Indicators
What is meant by the term “KPI”?
Why must we consider these before
negotiating?
What should we include?
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Key Performance Indicators– A definition
Key Performance Indicators refers to:
“A set of quantifiable measures that a
company or industry uses to gauge or
compare performance in terms of meeting
their strategic and operational goals.”.
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Key Performance Indicators – An example
A company must establish its strategic and
operational goals and then choose the KPIs which
best reflect those goals.
For example:
If a Hotel chains goal is to have the fastest growth
in its industry, its main performance indicator may
be the measure of revenue growth year-on-year.
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Where do we begin?
When we talk about business planning and setting
objectives we need to think at two levels:
What to do or get done, the steps to take
What is to be achieved, the final outcome
So how does this relate to your Planning of your
Negotiation?
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Key Performance Indicators – The basics
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Tasks Objectives
Procedures Outcomes
Process Achievements
Jobs Activities Measures Milestones
Means Ends
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KPI’s – The basics as an example
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Examples Student
What to do How this is measured
Apply Date/form/send to..
Accepted Selection Criteria, Formal letter, time and place
Enrol Fill Out/Pay/Supply details/Student card
Attend Class/time/location/time span
Do the work Read/discuss/present/write/make/fix/show/amend
Submit assessment Form/time/place/signature
Perform practical tasks Place/time/dress/equipment/procedures/technology
Cook/set up/pour/taste/clear/measure
Assessed as competent Yes/No, or attain a score that satisfies
Graduate Apply/dress up/walk on/receive certificate
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What KPI’s should you have?
How can you measure?
What do you measure?
Now think about your assessment scenario?
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Measuring Key Performance Indicators
You can measure a KPI by:
Figures, statistics and spread sheets
Evidence of physical objects and/or products
Records and papers
Observation
Talk, Listen, Ask, Explain
Written reports and documents
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Measuring Key Performance Indicators
You can measure a KPI in terms of:
Quality
Quantity
Cost
Timeframes
Efficiency
Compliance with a standard, procedure or
requirement
Creativity
Personal qualities
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KPI’s – A Restaurant example
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Example Restaurant
Preparation Food, seating and tables, staff, cash float
Open Table settings, menus
Greet and seat Timeframe, waiting time
Service Communication skills, language, problem solving, politeness
Selling Explain products, up-sell specials, encourage return visit
Payment/revenues Use technology, check credit card details, approval , signature
Health and safety Food, chemicals, spills, lifting, work breaks
Staffing levels Roster, classification, sign on, casuals, supervision
Inventory purchases Check deliveries, documents, use-by dates, stock rotation
Accounting-Taxation Legal and accounting records for cash, GST, wages
Maintenance Programmed and ad-hoc
RSA Hours, location of selling, under age, intoxicated patrons
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What can we measure with a KPI?
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Front Office Room Service Function Room Bar/Tavern
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Back to your Planning
For your practical negotiation, you will consider
and identify your goals and outcomes. You
therefore need to consider how you will measure
the outcome of your negotiation to discover if you
are successful or not.
Your KPI’s will let you know the result of your
Practical Negotiation but also your success in this
unit!
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What do you have to do?
Firstly, identify clear goals and objectives of your
negotiations. From these, identify how you can
measure their success after the negotiation.
Show as much detail as you can so that it will be
clear;
when
where
how
to what level
and within what tolerance
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KPI’s – A SMART Approach
When you begin to develop your KPI’s, it is
important that they are SMART.
SMART stands for:
SPECIFIC
MEASURABLE
ACHIEVABLE
RELEVANT
TIMELY
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KPI’s – SPECIFIC
Clearly explains to employees what they have to
do (their performance) to be successful
Distinguishes between effective and ineffective
performance
Focuses on the behaviour itself, rather than
personality attributes such as 'attitude to
customers'
Terms such as 'work quality‘ or 'job knowledge'
are too vague to be of use
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KPI’s – MEASURABLE
Based on behaviour that can be observed and
documented
Must be job-related
Managers must also provide employees with
ongoing feedback on their standard of
performance
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KPI’s – ACHIEVABLE
KPI’s must be seen by all that they are
achievable.
The KPI must be realistically achievable.
If it is set too high for the circumstances (such
as an ambitious production target), not only will
it be irrelevant but it will ensure failure.
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KPI’s – RELEVANT
It is essential that employees:
clearly understand the KPIs
that they have the same meaning to everyone
concerned
proper consultation occurs as it is more likely to
result in standards that are relevant and valid
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KPI’s – TIMELY
KPIs should have an appropriate time frame
It should be possible to collect the relevant
information either 'as it happens' or within a
short time afterwards, otherwise it will lose its
relevance.
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Comment on these KPI’s
Build environmental sustainability into each
business activity
Implement new brand standard before financial
year end
Host a minimum of one guest speaker per
semester
Industry client stakeholder satisfaction rating
exceed 90%
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Homework
Please complete the following homework:
Continue planning your Assessment 2
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Next class
Thank you for listening. Any questions?
Our next class we will discuss and experience
“The Wedding Planner”.
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