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Strategic planning is the process through which an organization defines what it wants to become and how should this desired state be achieved. Based on the Bain & Company study – “Management Tools & Trends 2013”, about 45% of the respondents conduct strategic planning in their organizations, and their satisfaction with this tool is at 3.9, on a scale from 1 to 5 (5 is the highest level).
Organisational performance comprises a company’s actual results, as measured against its intended goals. Highly effective companies have a clear focus on leadership, design, people, change management, culture and engagement, so that organizational and individual capabilities contribute to the financial and operational performance, enabling strategy execution. Taking into consideration that almost every organization has profit as a strategic objective, customer satisfaction plays a major part in influencing revenues.
For the report Performance Management in 2013, The KPI Institute conducted 20 semi-structured interviews with practitioners, academics and consultants from 18 countries, who offered a detailed image on the state of Performance Management as a discipline.
Richard Tordjaman, Strategic Advisor Business IT at Desjardins , Canada was one of the practitioners that The KPI Institute interviewed.
Concerning the customer service area, nowadays people are facing an emerging trend of being required to offer feedback on their experiences with hotels, restaurants, airports and transportation means.
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