Creating an Internal Assessment Survey

I had another tutor do this assignment for me and i got an F my teacher gave me a second chance to fix it. So here it isThis project needs to have the following:- Milestone List- Gantt Chart- Risk Management Template- Meeting Minutes Template- Action items Template- Survey- WriteupDeliverable 4 – Creating an Internal Assessment SurveyCompetenciesDifferentiate the key assessment metrics in achieving an operational project plan.InstructionsPresently, your multinational organization uses steel at locations across the U.S. and globally with operations in Mexico, Russia, India, and China. Your boss is tasked with developing a global Request for Proposal (RFP) for gathering and comparing steel suppliers. In preparation for his RFP, he has tasked you with building an internal data collection tool to identify key questions to include within the RFP. The purpose of your survey is to identify all key information that is needed for the RFP, and the data collection tool will be sent to managers across the U.S. and globe. The data collection tool is a survey administered through email. Furthermore, the tool must contain a maximum of 10 questions and include the following:CostVolumeLocationsSafetyYour job is to develop the project plan for the execution of the data collection tool. The project plan needs to include milestones, key events associated with creating an RFP, and corresponding dates. The time allotment from start to finish for this project by your boss is three months. Additionally, standard templates need to be built that support the project plan, including an action list, meeting minutes, and a risk management tool.Grading Rubric
FFCBA01234No PassNo PassCompetenceProficiencyMasteryNot SubmittedNo development of the project plan for the execution of the data collection tool.Development of the project plan for the execution of the data collection tool, but lacks explanation and personal examples.Development of the project plan for the execution of the data collection tool, with explanation and personal examples.Thorough development of the project plan for the execution of the data collection tool, with fully supported personal examples and explanation.Not SubmittedQuestionnaire was submitted, but missing integrated components on cost, volume, locations, safety and support.Questionnaire was submitted, but lacks integrated components on cost, volume, locations, safety and support.Questionnaire was submitted, with integrated components on cost, volume, locations, safety and support.Thorough questionnaire was submitted, fully integrated components on cost, volume, locations, safety and support.Not SubmittedNo project plan including milestones, key events associated to creating an RFP, and corresponding dates.Project plan including milestones, key events associated to creating an RFP, and corresponding dates, but lacks explanation and personal examples.Project plan including milestones, key events associated to creating an RFP, and corresponding dates with explanation and personal examples.Thorough project plan including milestones, key events associated to creating an RFP, and corresponding dates with fully supported personal examples and explanation.Not SubmittedNo three month project time allotment or milestone is discussed.A three month project time allotment or milestone is discussed, but lacks explanation and personal examples.A three month project time allotment or milestone is discussed, with explanation and personal examples.A three month project time allotment or milestone is discussed in detail, with supporting research.Not SubmittedNo standard templates were built supporting the project plan, including an action list, meeting minutes, and a risk management tool.Standard templates were built supporting the project plan, including an action list, meeting minutes, and a risk management tool with minimal supporting information.Standard templates were built supporting the project plan, including an action list, meeting minutes, and a risk management tool, with supporting information.Standard templates were built supporting the project plan, including an action list, meeting minutes, and a risk management tool with strong supporting evidence.
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Running head: OPERATIONS MANAGEMENT
Operations Management
Name
Tutor
Institution
Course
Date
1
OPERATIONS MANAGEMENT
2
Part 1
Exceptional customer experience
?
An exceptional customer experience is about delivering and supporting
customers as they purchase a product or services, and focusing on ensuring
that they are willing to comeback or recommend the brand to others (Seirbhísí,
2014).
?
A business cannot exist without its customers. Therefore, an exceptional
customer experience is employing certain tactics which help meet the needs of
the consumer, and help retain existing customers.
?
Exceptional customer experience is a top strategic objective which helps an
organization achieve its long term goals.
?
The inability to focus on customer experience not only jeopardizes a
company?s long-term goals, but also affects its continuity.
Creating an exceptional customer experience
An exceptional customer experience is about focusing on each individual customer?s
needs and journey. Each customer usually has their unique needs hence most customers
appreciate a personalized experience which makes them feel special.
?
Organizations should seek to utilize trends in customer needs and incorporate
them in customer service. Leveraging real time analytics with real time actions
can help customers through their indecisive moments, by helping them make a
better decision. This can be achieved by integrating data analytics which
provide customers with purchase items, depending on their previous purchase
and searches.
OPERATIONS MANAGEMENT
?
3
Developing a clear customer experience vision can help navigate through
customer service, by ensuring that employees understand what is expected of
them. As a leader, I would ensure that a customer service plan is outlined, and
communicated to employees on a regular basis.
?
The organization should have a set of customer experience principles which
every team member knows by heart, and should be further embedded in
training and development sessions. A training session should be held at least
once every year, highlighting key customer care aspects such as customer
engagements, providing feedback on queries, and carrying out customer
satisfaction surveys. This training should be carried out by customer care
experts and consultants.
?
People, especially the sales and customer service teams, should be empowered
and prepared to take up various challenges related to customer care. This will
entail answering all customer questions and addressing their concerns within
the shortest timeline possible. This can be achieved by ensuring that timely
information is available to employees, so that they can effectively respond as
per customer needs.
?
Employees should be trained on interpersonal skills, as well as their ability to
detect what a customer needs or what they are concerned about. This will
ensure that the consumer is the central focus, and that their needs are
prioritized above any other need in the organization.
Metrics for measuring exceptional customer experience program
?
One of the key metrics in measuring the level of customer experience is
response time. For each support channel, customers have different
expectations of the response time. Phone calls will be expected to get a
OPERATIONS MANAGEMENT
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response within three minutes, emails should be responded to within one
business day, while chats should be responded to within a minute. The ability
to respond faster than a customer would expect will indicate that the
organization is creating an exceptional customer experience.
?
After every interaction, customer satisfaction should be measured. This
experience can be measured through a customer satisfaction survey, which
helps establish whether the company has resolved the problem and also
measures the customer?s opinion of the service offered. This helps follow up
on any issues raised and address the satisfaction changes required to offer a
better service. The survey can be administered after every purchase, where
customers can fill in manual or electronically available survey questionnaires
and an analysis of their responses will be done to establish their level of
satisfaction.
?
Customer service experience should not just be restricted to individual
interactions. Therefore, measuring the experience should be approached by
looking at the bigger picture. This will help focus on the overall satisfaction,by
tracking and benchmarking performance within a certain period. Rather than
focusing on a single day?s review, the organization should set customer
satisfaction goals for each quarter, and develop a survey questionnaire meant
to gauge customer satisfaction within the period, and compare feedback to set
goals and previous performance. Once the analysis and comparison has been
done, the organization can utilize the data in improving recommended
customer satisfaction aspects. An overall review will also eliminate the small
individual feedback on customer experiences which are often unclear and
charged with emotions. This overall review helps customers objectively focus
OPERATIONS MANAGEMENT
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on a much longer period experience, rather than a single day or aspect of
customer experience.
Part 2
Internal Assessment Survey
Due to the increasing pressure of cost efficiencies, the most sensible supplier selection
decisions will be necessary. This will ensure that the company?s project needs are satisfied
while at the same time saving opportunities are being tapped. The selecting of a supplier has
various consequences which may vary from quality related issues to cost, delivery, and
service failure challenges.
The organization needs to recognize the current need for a more advanced supplier
selection approach especially due to the expansion to new markets hence an increasing need
to quickly respond to steel requirement and minimize the lead time. A sourcing team will
need to be developed and the dynamics of the team will vary from one purchase project to
another. The parties which ought to participate in developing the RFP include the
procurement manager, the technical support team, the financial analyst, and the executive
supervisor (Carbar, 2010).
RFP preparation process: The RFP strategic sourcing tool development process will
take a period of two months, after which prospective suppliers can be clearly informed of the
company?s needs and will be encouraged to submit various proposals meant to satisfy these
specific needs. In using a RFP, multiple questions must be addressed in answering the
questions which provide relevant information for using the RFP.
These questions include:
1. Where can a RFP be integrated in the sourcing process?
OPERATIONS MANAGEMENT
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2. What are the current sourcing practices of the company?
3. Does a fair supplier competing environment exist currently?
4. What is to be included in the RFP?
5. Will an RFP help save cost?
6. Are all necessary anticipated costs communicated?
7. Has the vendor described the process used to evaluate purchase patterns leading to
price reduction?
8. Does the vendor need to provide a single rate standard discount on manufacture?s
pricing?
9. Does the vendor need to offer to maintain a reasonable stock?
10. Will RFP help with quality issues?
The RFP will be accepted within a period of two months while the proposals send
afterwards will be sent back. The selection of suppliers will take place within a month after
submission, and the selected individuals will immediately be issued with a contract. The
proposals will include cost, and will be evaluated based on quality, cost, and the level of risk
involved.
Project Plan
1. Plan and documentation-Three weeks
2. Research of target suppliers-Two weeks
3. Distributing RFP to selected vendors ?Two weeks
4. Allow time for vendors to return proposals- Four weeks
5. Evaluate vendors? proposals- Three weeks
6. Identify potential vendors-Three weeks
7. Select the vendor-One week
OPERATIONS MANAGEMENT
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8. Draft a contract-Four weeks
Minutes
If vendors point out disparities in the RFP which require changes, the project manager
and procurement officer will chair a meeting whose minutes will be recorded and detailed for
future reference.
The minutes? template will capture;
1. The purpose of the meeting
2. Agenda of the meeting
3. Questions raised during the meeting
4. Length of the meeting
Risk
Even though it is impossible to entirely eliminate risk, developing a risk assessment
tool can help mitigate these risks. The risk tool will capture;
1. Possible risks
2. Possible effect of the risk
3. Risk mitigation
OPERATIONS MANAGEMENT
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References
Carbar. (2010). Request For proposal. The State Bar of California, 19.
Seirbhísí. (2014). Customer Service Plan . UCD IT Service, 3.

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