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Aspect of Company Performance
Factors to be Considered
Organizational Goal (per quarter)
Actual Performance (most recent quarter)
GAPS
Financial
Quarterly Profit Results
Inventory Turnover (rate of product manufactured in that quarter sold within 1-2 months)
$20,000
90%
$25,000
110%
Quarterly profits were higher than anticipated ($25,000 versus $20,000), as was inventory turnover rate (110% versus 90%).
Customer
Customer Satisfaction Rate
Customer Recommendation Rate (rate of new business generated by recommendations from existing customers)
95%
40%
80%
45%
Customer satisfaction was lower than expected (80% versus 95%), while customer recommendation rates were higher (45% versus 40%).
Internal Processes
Duplicate Activities Across Functions (percent of the activities completed that are duplicated in another function)
Process Automation (percent of the processes employed in production activities that are automated)
5%
50%
10%
48%
Duplicate activities across functions were higher than the goal (10% versus 5), while process automation was just a bit lower (48% versus 50%).
People
Innovation
Growth Assets
Employee Turnover
Employee Job Satisfaction
10%
95%
15%
90%
Employee turnover was higher than anticipated (15% versus 10%), while job satisfaction was lower (90% versus 95%).
Recommendations based on identified Gaps: Financial
Profits were higher than anticipated, as was inventory turnover. This was tied to the findings that inventory from the current quarter was all sold, and due to the surge in popularity for the company's products, inventory left over from last quarter was sold to customers as well. Given the recent contract, the company will probably need to expand its production and warehousing capacity to make enough pickles to satisfy future demand
Recommendations based on identified Gaps: Customer
Actual customer satisfaction was much lower than the goal, and this may be due to Palmer Pickles being oversold on