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CSAT and Quality as KPI Objectives

Key Performance Indicators play a great part in managing people and processes as well. A good manager should know the KPI objectives to drive performance across the floor effectively.

Almost everyone in the business community and perhaps every employee knows what a KPI is. It stands for Key Performance Indicator and this is comprised of metrics that needs to be measured on regular intervals. Simply put, KPI is a business strategy down to a rank and file employee level to see if the activities of the employee are aligned with the goals of the company. In essence, KPI objectives are really the objectives of the organization and these are what need to be attained to make the organization expand and grow, not only in terms of finances, but also in terms of effectiveness.There are many types of Key Performance Indicators. Perhaps it is safe to say that companies in the same industries will one way or another share almost the same set of metrics. The purpose of having a set of metrics called Key Performance Indicator is to measure how effective a task is being done. From time to time, this set of metrics or KPIs needs to be checked to see if the current processes are still applicable. The downside of incorrect measurement is that the wrong actions will definitely follow. We all know that management is effective if it is based on data. However, it will be a fatal error to make action plans from a set of numbers whose measurement was taken the wrong way.The objective of KPI is to deliver what is expected internally and externally. We need to measure performance and product quality to guarantee uniformity in customer satisfaction. Customers do not only mean end users or the consumers who buy the products and services. This can also mean internal customers or employees who need something from another department. Most of the times, the delivery of a satisfying service is made of teamwork. If a certain department fails to provide its input for a certain process, the other department is likely to fail, too.CSATCustomer satisfaction is basically the end goal of every business. This is actually the top reason why businesses strive to keep abreast of the latest trends in technology. These changes will certainly impact what customers expect and need. If a company does not satisfy customers not only in terms of cheap prices, but also in the customer service area the customers are not likely to return. Worse, they will tell their friends about the bad experience they have had, and this will have a severe impact on sales.QualityIn many organizations that produce an output, quality is one of the most essential Key Performance Indicators or KPI objectives. This is the very thing that represents standard procedures, and this is the means of measurement to ensure that all products that will go the shelves are at par with customer needs and expectations. Without quality as a metric, the entirety of the processes and outputs will be chaotic. This serves as a rule or order by which all employees must adhere to. OtherwiseArticle Submission, they may receive sanctions up to termination of employment.

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