Exam Questions Flashcards
Name two possible effects of s negative moment of truth in customer behaviour.
- Stop using the product
- Buy the product at another bank
- change bank
- buy less valuable products
What could be the problem with bad performance measure (system).
- KPIs where date collection is too manual
- KPIs where date is incomplete
- KPIs where data is incorrect
What can be done to improve bad performance measure (system)?
- automate KPI measurements
- adjust measurement methods to correct data
- collect additional data to complete measurements
What can be the underlying reason for bad capacity planing?
- Inaccurate forecasting of predicted inflow
- flat capacity planing where the inflow is subject to fluctuations
- Not following the planning
How can you improve capacity planning?
- conduct analysis on work inflow and use outcome to predict forecast
- offer flexible contracts/part-time work
- follow up on last minute illness reports
What is the purpose of the day start board in contact of bad performance management?
- Improve production and quality on a daily basis
- Capture ideas for improvements
What is the purpose of a week start board in the context of bad performance management?
- Improve productivity and quality on a weekly basis
What is operational management in one sentence?
- Short cyclical management on relevant KPIs to bring improvements underway and secure them in the long term.
Which part of the OM spider do the KPIs PRODUCTIVITY and HOLIDAY PLANNING relate to?
- PRODUCTIVITY: Performance Management (people), Objectives
- HOLIDAY PLANNING: Capacity planning
What is the standard agenda for a CE day start?
- Purpose of the day start 1 min
- Yesterday’s surprises 6 min
- today’s planning 4 min
- New improvement ideas 3 min
- Closing 1 min
How to deal with someone that is dominating a day start or meeting and insist in contributing?
- break eye contact
- stand close to the person
- avoid discussion, acknowledge their input and move on
- actively involve other participants
Client
A team lead wants to portray what customer really care about. He uses the pathway model. Name a research method e he can use.
- Regression analysis of loyalty between high and low performing branches
- Changes in NPs (Net Promoter Score) caused by changes in customer experience
- Customer survey to understand which interactions resulted in a positive/negative experience or action
What are the two the two goals of the span of control analysis?
- Analyse if the organisation is set up in the most effective way
- Redesign the organisation where necessary to provide optimal support to customer processes
Name the six categories of the robustness analysis.
SSSRFC
- Serving ties
- Specialist space
- Superfluous hierarchy
- Responsibilities
- Flexibility
- Chain complexity
Name the 4 phases of developing skills in the correct order.
UI-CI-CC-UC Unconsciously incompetent Consciously incompetent (moment of choice) Consciously competent Unconsciously competent
