Elements and Performance Criteria
- Identify and measure satisfaction levels of internal/external customers
- Access, interpret and apply compliance documentation relevant to operational management plans
- Identify internal and external customers and establish their requirements
- Analyse various formal and informal methods of measuring customer satisfaction
- Develop appropriate strategies and plans to measure customer satisfaction levels
- Communicate feedback from customers to all areas which may benefit from the information
- Monitor trends in customer satisfaction levels to seek opportunities for improvement
- Measure current operational processes for quality and efficiency
- Identify the key performance indicators (KPIs) influencing quality and efficiency of specified processes
- Identify and analyse parameters of desired performance
- Use information on current practices and performance to identify opportunities for improvements in quality and productivity
- Communicate recommendations so that improvement plans can be developed
- Interpret strategic goals to determine operational implications
- Know and understand the organisation's current strategic goals
- Interpret strategic plans to identify implications for own site
- Undertake risk analysis of strategic plans to establish implications for own site
- Undertake consultation with appropriate people to ensure that the full implications of the organisation's strategic goals on the site are known
- Ensure that the strategic role of the site operations within the total business system is communicated to relevant personnel
- Develop operational plans to enable the achievement and improvement of strategic goals
- Analyse operations to identify improvements required to achieve the strategic goals
- Establish communication processes to report the progress and any problems occurring with the implementation of operational plans
- Formulate and deploy action plans which detail site goals, resource requirements, priorities and timelines
- When anticipated improvements are unachievable analyse the causes and make appropriate adjustments
- Review and use the outcomes of improvements for further learning and continuous improvement