SERVICE PERCEPTION: BALANCING EFFICIENCY WITH INTERACTION

A Decision Support System (DSS) is explained as a tool that aids managers by providing data analysis and simulations to guide complex decisions. DSS enhances decision quality by offering structured and accurate information. Also, strategic balance between addressing hard operational challenges and fostering a positive organizational culture that prioritizes customer service.

PROJECTS AND OPERATIONS MANAGEMENT

Performance measurement is a set of stages depending on the hierarchical relation to each function and department of focus. However, the main performance measures are as follows:

• The broad strategic measure: representing the overall strategic objectives and goals of a project or service line.
• Functional strategic measures: referring to the three main aspects of operation related to market strategic objectives, operations strategic objectives, and financial strategic objectives. These objectives define how the project would be feasible following the core business model and different challenges in market, operations and financial considerations.
• Composite performance measures: related to the combination through which the project/business consider challenges in the market through Agility and Resilience, while reaching Customer satisfaction by achieving operations competence.
• Generic operations performance measures: diving into operations to reflect Quality product/service Dependability, while maintaining operation Flexible, in Speed, and at reasonable Costs.
• Detailed performance measures: oriented with the minor details that affect the process and deliverability timing, operating wastes, costs per transaction, and customers complains.

Performance Targets

Setting a target for operations and different performance-based functions requires the deep analysis and awareness about:

1. Historical targets (if any)
2. Strategic targets needed.
3. External performance targets
4. The absolute performance targets

This process requires the use of an important tool named: Benchmarking. This process is considering:

• Internal and External benchmarks: own performance and competition benchmarks
• Non-competitive and Competitive benchmarks: not all metrics are related to competition; this might be related to business core identity and characteristics.
• Performance and Practice benchmarking: more detailed and operations-oriented and based on KPIs.

Improvement Priorities

In order to make improvements, you need to set your key corrective actions and plans on a measuring scale from the urgent to be solved to the doable in time.

Accordingly, you will have time for focusing on achieving the goals from corrective actions, while monitoring losses without distraction or making everything at the same time and losing scope along the way.