tweet or not to tweet
January 11, 2021enterprise information system
January 11, 202103. 04. Operations Management
Part One:
Deliverable 3 – Customer Service Plan Outline
Competencies
Distinguish operational practices that will create an exceptional customer experience.
Instructions
As you continue in the Emerging Leaders onboarding learning and development program for the second quarter, you have experienced a few successes and now some wins. During this onboarding-program you have continued to participate in assessments and have now completed a leadership development and a strategic plan outline. Now let us continue to move forward in the onboarding program where you are now being asked to develop a customer service plan outline to help you to demonstrate your ability to distinguish operational practices that will create an exceptional customer experience.
- For this customer service plan, establish an outline to distinguish operational practices that will create an exceptional customer experience program by addressing and answering the following questions:
- What is an exceptional customer experience? Explain how you as an Emerging Leader will you define an exceptional customer experience for your organizational customers.
- What steps should team members take to create an exceptional customer experience? Explain how you as an Emerging Leader will develop your team members to implement these steps.
- What metrics will you use to measure the effectiveness of an organizational exceptional customer experience program? Explain how you as an Emerging Leader will use these outcomes to sustain and maintain an organizational exceptional customer experience program.
Clearly distinguish operational practices that will create an exceptional customer experience.
Grading Rubric
| F | F | C | B | A |
| 0 | 1 | 2 | 3 | 4 |
| No Pass | No Pass | Competence | Proficiency | Mastery |
| Not Submitted | No identification of customer service plan that will create an exceptional customer experience program, missing basic features and support. | Identifies customer service plan that will create an exceptional customer experience program, but lacks explanation of basic features. | Identifies customer service plan that will create an exceptional customer experience program with explanation and supports stance. | Identifies customer service plan that will create an exceptional customer experience program, fully explains features and supports stance. |
| Not Submitted | No selection of operational practices that will create an exceptional customer experience. | Selects operational practices that will create an exceptional customer experience, but lacks explanation and personal examples. | Selects operational practices that will create an exceptional customer experience with explanation and personal examples. | Selects operational practices that will create an exceptional customer experience with fully supported personal examples and explanation. |
| Not Submitted | No noticeable attempt to define exceptional customer experience. | Correctly defines one key aspect of the exceptional customer experience; attempts to define another. | Correctly defines key aspect of the exceptional customer experience. | Correctly defines one key aspect of the exceptional customer experience with supporting research. |
| Not Submitted | No noticeable attempt to explain how an Emerging Leader will develop team members to implement an exceptional customer experience. | Attempts to explain how an Emerging Leader will develop team members to implement an exceptional customer experience with some supporting evidence. | Explains how an Emerging Leader will develop team members to implement an exceptional customer experience with supporting evidence. | Thoroughly explains how an Emerging Leader will develop team members to implement an exceptional customer experience with strong supporting evidence. |
| Not Submitted | No identification of metrics used to measure the effectiveness of an exceptional customer experience program. | Attempts to define metrics used to measure the effectiveness of an exceptional customer experience program with minimal supporting information. | Describes metrics used to measure the effectiveness of an exceptional customer experience program with supporting information. | Defines metrics used to measure the effectiveness of an exceptional customer experience program with strong supporting evidence. |
| Not Submitted | No discussion of how an Emerging Leader will use metrics to sustain and maintain an organizational exceptional customer experience program. | Attempt to discuss how an Emerging Leader will use metrics to sustain and maintain an organizational exceptional customer, but lacks full explanation and examples. | Discusses how an Emerging Leader will use metrics to sustain and maintain an organizational exceptional customer experience program with support through explanation and examples. | Discusses how an Emerging Leader will use metrics to sustain and maintain an organizational exceptional customer experience program with fully supported and thorough explanations and Emerging Leader examples. |
_________________________________
_________________________________
Part Two:
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
| F | F | C | B | A |
| 0 | 1 | 2 | 3 | 4 |
| No Pass | No Pass | Competence | Proficiency | Mastery |
| Not Submitted | No 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 Submitted | Questionnaire 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 Submitted | No 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 Submitted | No 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 Submitted | No 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. |