BSBMGT515A Project Assessment Part 1
Topics: Sales, Customer service, Project management / Pages: 2 (468 words) / Published: Feb 22nd, 2015

BSBMGT515A – MANAGE OPERATIONAL PLAN

Project Assessment Part 1

Identify a resource currently used in your organisation that is not operating at peak performance. Describe how you can help your organisation implement alternative approaches to improving this resource usage and eliminate some of the inefficiencies and waste that currently exist.

Recent review of the sales team, has identified inefficiencies that require attention to ensure this skilled resource is operating at peak performance. It has been noted that Customer Contact Time (CCT) is lagging and sales team members are spending too much time in the office. The sales team consists of members that have had training invested in them to pursue leads and close sales, and are often spending little time in this highly profitable area.

Through discussions and team consultation sessions, we have identified that the work load in the office has stifled their ability to spend time in this important part of their roles. Tasks such as arranging appointments, writing up quotes, following up production and advising client lead times, after sales service and project handovers are the main drains of time.

As a way of eliminate the wastage of time through performing of non-core tasks, we have introduced a CCT KPI of 4 hours a week, which translates into at least three 20 minute appointments per day. It is however, up to the discretion of the sales person how this is achieved, and can be distributed however works best throughout the week. This KPI is important, as it removes the excuses by setting an essentially unnegotiable benchmark.

To achieve this and still provide customers with the service they need, it will be necessary to employ a part time clerk to perform mundane duties such as filing, sorting, photocopying, and collating of POS materials. It will also be necessary to add a full time internal sales person to the team to facilitate booking of appointments and writing up of quotations for sales

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