Scenario: Our customers have been complaining about the quality of the systems w

Question

Scenario: Our customers have been complaining about the quality of the systems work we’ve been doing for them for the past few years. In particular, they don’t like our poor on-time performance on projects. In exit interviews, several of our employees who left the organization have commented on how hard it is to work here because they are never sure of what they should be doing, or how they should be interacting with others on their program teams.

Your management team has come to you with the above problem scenario that they need you to advise them on and plan a strategy to address. Write and submit a memo to your manager that describes something in your Standards Framework that you believe will address the problem. Your memo should offer a general description of how your chosen Framework component(s) address the problem as described. It should then describe the long-term prospects for what it will mean to implement the component(s) in the organization, as well as a short-term description of how you’ll move toward implementation in the first three to six months.

This memo is to your management, not to other engineers. It needs to be brief and concise, and yet contain appropriate technical details to properly explain your position and planning. The best management memos fit on a single page. Don’t re-explain the problem to them. Don’t go into deep detail that they don’t need to know. Stay focused on how implementing your plan will solve the problem.

Explanation / Answer

                                            Management Memo                                                          Date18 Nov 2017

Problem- Poor service delivery to Customer with respect to quality and timelines.

Purpose- To strategise the company vision to ensure customer and employees satisfaction.

Scope- It is applicable to all the employees of the organisation

Solution- The performance management system is to be established for all the employees according to job profiles and job evaluation to be done and should be aligned according to the company vision ,mission and goals. The Key result areas should be the sub set of the company's objectives and are to be assigned with the job responsibilities and role of the all employees. The incentives and salaries are to be performance based and work of each employee should be mapped with the actual outputs by them. The each designation would have the job description with authority, responsibility, duty and area of influence so that there should be no ambiguity in the roles. The role clarity would increase the productivity of the individual as all would do work as per their Key result areas. The system and process oriented approach would eradicate the confusion about the roles. In the long term the organisation internal work flow processes would be standardize and culture would be process oriented towards continual improvement, enhancement of productivity and work efficiency contributing to customer satisfaction . The Performance Management system would be established within 2 months along with job description of every employee and everyone would be made aware about the company's goal of achieving customer satisfaction through training and effective communication. Aligning of company's goals with the individual performance goals would resolve the current problem scenario.

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