Attached.

Running head: CHANGE MANAGEMENT

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Change Management
Institution Affiliation
Date

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Part 1

Q#1 Discover and describe at least three key performance indicators (KPI) for the
suggested process change that must be continuously measured to ensure success.

KPI#1 -Employee training and development

The first key performance index that must be addresses is the issue of employee training.
It is the duty of the company to make sure that they are able to provide the employees with all
the necessary skills that will help make sure that they are able to deal with the technology and
use it appropriately. This ability should be measured often and retraining offered to employees so
as to make sure they are able to answer any question that they may be asked by the customers to
the company concerning the application.

KPI#2-Customer satisfaction

For any business to be successful, they must be able to meet the needs that the customers
have at any one point. This means that for Wal-Mart to be successful with the new changes, they
must be able to make sure that the customer is satisfied. If the customer satisfaction levels go
lower than they were before, this is a sign that the technology is not effective and should be
abolished. On the other hand, if the customer satisfaction levels go up, it is likely that the
technology call change is effective and is helping improve the services that are offered by the
company.

KPI#3-cost of purchasing

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It is notable that Wal-Mart has been able to grow its reputation on the basis of low prices.
Considering this, it is important to make sure that the change does not affect the cost of
purchases that are made by the customer. By doing this, the customers would be able to make the
same purchases that they were making before and using the technology while still incurring the
same low price that the consumer wants (Cameron and Green, 2012). If the cost of purchasing
remains low then the change can be seen to be successful as it will lower the cost of operations at
no cost to the consumer.

Q#2 Conduct research to compare and contrast Six Sigma, the Balanced Scorecard, and
ISO9000/9001 as different methods of preparing performance and completion metrics.
Metrics are performance markers, utilized at different intervals during the process
timeline, to measure adherence to schedule and attainment of goals.

Six Sigma is a procedure that utilizes quantitative examination, approach, and theory to enhance
organizations in their general quality. The approach that is utilized is either Six Sigma DMADV or Six
Sigma DMAIC. Six Sigma DMADV remains for characterize, measure, investigate, outline, and check.
This procedure is utilized to grow new procedures. Six Sigma SMAIC is utilized for current procedures
that may require change. It remains for define, measure, analyze, design, and verify. The logic behind this
procedure is that in the event that you can take out varieties you can concentrate on your clients
increasingly and give better procedures to their advantage.
The Balanced Scorecard assessment is an approach to perceive how well an organization is
performing utilizing money related and non-budgetary data. There are four sections to the adjusted
scorecard. They comprise of Customer Perspective, Internal Business Perspective, Learning and Growth
Perspective and Financial Perspective. It is these sectors that are taken and checked for abnormalities so
as to ensure that they are functioning in the best manner possible. It is notable that all the four parts

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represent different things within the business that need to be catered for the ultimate benefit for both the
company as well as the many customers that they serve.
The last execution technique is ISO9000/9001. This procedure goes for making a worldwide
standard for organization...