2. Learning
Objectives
At the end of the discussion, you
should be able to:
•define performance monitoring
system,
•identify examples of customer
performance monitoring systems,
•reflect on the importance of
customer satisfaction and
feedback.
3. Performance Monitoring System
Performance Monitoring System means a process to
regularly collect and analyze performance information,
including performance indicators and performance goals.
Feedback is a powerful guide that can give your leadership
team insights that chart a path forward for every part of a
company — from product through customer support.
• Customer feedback
• Co-workers’ feedback
• Supervisors rating sheet
• Suppliers feedback
4. Customer satisfaction
In simple words, customer satisfaction is a
measurement that determines how well a company's
products or services meet customer expectations. It's
one of the most important indicators of purchase
intentions and customer loyalty. As such, it helps
predict business growth and revenue.
5. Co-Worker’s Feedback
Co-worker feedback is part of a quarterly performance
management system that encourages open communication and
growth at one company.
Since employees are rarely overseen constantly by the manager,
the manager's feedback to the employee should reflect an
assessment from people who work with the co-worker daily. The
manager needs to assess if their experience aligns with that of
these co-workers.
7. Supervisors Feedback
Supervisor-generated feedback is an important communication
loop that has a positive impact on job satisfaction, pride,
productivity, and turnover. This specific type of feedback is
important because it is credible, and credibility is the most
important component of performance-based feedback
Continuous performance monitoring with regular, effective
feedback will produce optimal outcomes. Through improved
employee observation, managers can gain a full understanding of
an individual's strengths and weaknesses, help them to grow and
develop with the agency, and thus increase their motivation to
succeed.
9. Supplier’s Feedback
Embedding supplier engagement into an organization's
procurement framework helps establish a mutually
beneficial relationship. Commitment from both parties is
needed for the partnership to be successful.
Undertaking supplier feedback can be beneficial to both
parties.
10. Importance of supplier feedback:
•can help improve their competitive performance
by gaining a clearer understanding of
requirements,
•provide surety to them that an open, fair and
transparent process has been undertaken, and
•can help them plan and compete for their next
procurement opportunity
12. ACTIVITY
In a whole sheet of pad paper:
Prepare a 5-item:
a. Co-Worker’s Feedback
b. Supervisor’s Feedback
c. Supplier’s Feedback
13. Rubrics for
Checking
Indicators Score
Prepared 5 questions without errors. 5
Prepared 4 questions without errors. 4
Prepared 3 questions without errors. 3
Prepared 2 questions without errors. 2
Prepared 1 questions without errors. 1
14. Short Quiz
Directions: Write TRUE if the statement is correct and FALSE if it is not.
1. Supervisor-generated feedback is an important communication loop that has a
positive impact on job satisfaction, pride, productivity, and turnover.
2. Embedding supplier engagement into an organisation's procurement framework
helps establish a mutually beneficial relationship.
3. Co-worker feedback is part of a quarterly performance management system that
discourages open communication and growth at one company.
4. Continuous performance monitoring with regular, effective feedback will produce
produce optimal outcomes.
5. Supplier's feedback does not help improve competitive performance by gaining
a clearer understanding of requirements.
