1.
How should Charles have responded to his managers interest in starting the Service
Quality Management Program?
- Charles should have clarified what are the expectations of the manager for the
program. They should have a meeting regarding in dealing the programs progress.
Charles should arrange a forum together with the members of Business Services
Groups to explain the situation and discuss their ideas in planning and carrying out
the project. It would be better if they assign different tasks to each member of the
group.
2. Describe the problem(s) facing Charles.
- Charles faces a major morale problem that leads to hurt productivity, increase work
errors, conflicts and decrease cooperation between teams and departments. The cause
of low morale is Charless poor leadership because he didnt inform the members
about the situation. He should make the members feel valuable and worthy.
3. What should Charles do to respond the problem(s)?
- Charles should call a meeting with his members to discuss the situation and point out
that he made a mistake in disregarding his members in making a decision. He should
encourage the members to give their insights or any concerns so that he can change
and prevent in doing his mistakes in the future. Charles should make his members
feel that they have common purpose and goals.
OMLI, Dennise Aira C. September 20, 2017
IA305 | HR MGT | W, 9:00- 12:00 Prof. Alan Cabaluna
HR metrics are specific measures tied to HR performance indicators. A metric can be developed using
costs, quantity, quality, timeliness, and other designated goals. It tracks and follow the progress of the
business, correct relevant information and make it available in an accessible way so that managers can
study it and make the right decisions.
Characteristics for developing HR metrics include the following:
Accurate data can be collected.
Measures are linked to strategic and operational objectives.
Calculations can be clearly understood.
Measures provide information expected by executives.
Results can be compared both externally and internally.
Measurement data drive HR management efforts.
Examples pf Metrics:
1. Sales revenue, or the income generated from all customer purchases minus the cost of returned or
undeliverable items. Sales revenue is tied to such factors as advertising campaigns, price changes
and seasonal changes.
2. Customer loyalty and retention measures how companies attract customers, get them to buy
something and keep buying in order to develop a long-term, profitable relationship to boost sales.
Companies gather feedback from customers via surveys, direct feedbackin-store or other types of
analysis in order to improve service offerings and foster loyalty and retention among the customer
base..
3. Cost of customer acquisition includes all activities pertaining to marketing and sales processes
and campaigns. This metric is determined by dividing the total acquisition expense by the total
new customers over a given period of time.
4. Productivity ratios determine how productive a company's staff is. This is calculated by dividing
a department's actual revenue by the number of employees and comparing that number to various
industry statistics to gauge the effectiveness of staff. This metric can be applied to almost any
aspect of the business.
5. Size of gross margin is calculated as the company's total sales revenue minus its cost of goods
sold, divided by the total sales revenue and then converted into a percentage. The greater this
figure is, the more money an organization keeps on each dollar of sales to service its other costs
and the more profits it receives. Companies track margins to improve efficiency and find
opportunities to lower costs, thereby increasing their margins.
6. Monthly profit/loss is a measure of fixed and variable operation costs paid regularly each month,
which include rent, insurance, mortgage payments, taxes, salaries and utilities.
7. Overhead costs refer to fixed costs that do not depend on the level of goods or services the
business produces, such as salaries and rents. Overhead costs are not affected by how much a
business earns or grows, so they need to be tracked separately.
8. Variable cost percentage is a measure of one of the components of total cost -- the other one
being fixed costs. Variable costs include the cost of sold goods and other items that will increase
with each sale, such as the cost of raw materials, labor, shipping and anything pertaining to the
production or delivery of products.
Source: http://searchcrm.techtarget.com/definition/business-metric
Source: http://searchcrm.techtarget.com/definition/business-metric
