Creating an Internal Assessment Survey

Anonymous
timer Asked: Feb 5th, 2018
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Question description

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 is


This project needs to have the following:

- Milestone List

- Gantt Chart

- Risk Management Template

- Meeting Minutes Template

- Action items Template

- Survey

- Writeup

Deliverable 4 - Creating an Internal Assessment Survey

Competencies

Differentiate the key assessment metrics in achieving an operational project plan.

Instructions

Presently, 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:

  • Cost
  • Volume
  • Locations
  • Safety

Your 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

FFCBA
01234
No PassNo PassCompetenceProficiencyMastery
Not 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.

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 4 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 5 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 6 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 7 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 8 References Carbar. (2010). Request For proposal. The State Bar of California, 19. Seirbhísí. (2014). Customer Service Plan . UCD IT Service, 3.

Tutor Answer

Robert F
School: Boston College

Please let me know if there is anything needs to be changed or added. I will be also appreciated that you can let me know if there is any problem or you have not received the workGood luck in your study and if you need any further help in your assignments, please let me knowCan you please confirm if you have received the work? Once again, thanks for allowing me to help youRP.S: Studypool is facing high level of traffic which may delay the downloading process. MESSAGE TO STUDYPOOLNO OUTLINE IS NEEDED

https://www.studypool.com/discu
ss/5726376/creating-an-internalassessment-survey
by Robert F

Submission date: 09-Feb-2018 08:48PM (UT C-0500)
Submission ID: 913799381
File name: internal_assessment_survey_project_plan_1.docx (85.08K)
Word count: 1162
Character count: 6352

https://www.studypool.com/discuss/5726376/creating-aninternal-assessment-survey
ORIGINALITY REPORT

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Running head: CREATION OF AN INTERNAL ASSESSMENT SURVEY

Creation of an Internal Assessment Survey
(Name)
(Course)
(Date)

1

CREATION OF AN INTERNAL ASSESSMENT SURVEY

2

Creation of an Internal Assessment Survey
The present report outlines the process of the development of a global request for
proposal to internally gather and assess the steel suppliers of a US-headquartered multinational
company. This firm operates in the US, China, Russia, Mexico, and India.
Description of the quality measures assessed through the survey
The requested project plan for the execution of the data collection tool needs to take into
account the characteristics of both the company itself an...

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Anonymous
Top quality work from this guy! I'll be back!

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