PROJECT DESCRIPTION

Preamble:

• Choose an organisation that you are familiar with.
• You will need to access information about your organisation's current strategic directions, key business systems and processes and information relating to performance in these key business processes.
• Sometimes you may not get any access to this information because of business confidential. Then to explore your information, you will need to use your commonsense, intelligence, imagination and creativity to explore your necessary data and information. This is a learning exercise.

PROJECT TASK

PART 1: Review programs, systems and processes (Use AS ISO 10002:2006 Customer satisfactions - Guidelines for complaints handling in organizations) 

Specific Tasks: 

A. Identify and analyse changing trends in terms of positive/opportunities and negative/threats relevant to the organisation.

B. Make a list of the key systems and processes used within the organisation, or within one business unit of the organisation.

C. Outline the strategies you will use to monitor and evaluate the performance of these key systems and processes.

D. Analyse any available performance related information and variance from plans for at least one key result areas (KRA) of the organisation. For example, you may examine data related to budget performance, customer service performance, environmental factors, financial performance, OHS, quality or any other operating parameters.