1. Clarifying and Implementing Organizational Mandates John Aderibigbe

21. Objective Candidate Critical Success Factors Gain market share locally of 25% Increase competitiveness versus other local stores Attract new customers Achieve fresh supplies from "farm to customer" in 24 hours for 75% of products Sustain successful relationships with local suppliers Sustain a customer satisfaction rate of 98% Retain staff and keep up customer-focused training Expand product range to attract more customers Source new products locally Extend store space to accommodate new products and customers Secure financing for expansion Manage building work and any disruption to the business

23. Process Goal (KPI) Measure Definition Measurement architecture Service level management Improve ability to track and meet service levels agreed to with clients % increase or decrease in meeting service level Tracked through incident management and monitoring Change management Reduce incidence caused by unauthorized change % reduction in the number of incidents resulting from unauthorized changes Tracked through incident management and change management and monitoring Sales Increase Customer satisfaction % reduction in order cancelation, late shipment, incomplete order shipment, returns and customer attrition. Tracked through incident and process management and monitoring