Implementation Controls
During the implementation and operation phases of the project ongoing control measures need to be put into place to ensure quick reaction to any setback. In order to balance the need for extensive monitoring and the time consumed by monitoring activities the control activities will be conducted in brief weekly increments. The projects key areas of implementation control are quality, customer service, sales and costs. After a brief introduction to each area of implementation a comprehensive calendar of implementation control activities will conclude this chapter. Active monitoring of the projects will help guide management in their implementation of the project.
Quality Monitoring
In order to manage the success of the project quality needs to be monitored in regular intervals. Weekly monitoring to seek client feedback about their recent experience can ensure a quick intervention if quality standards are not met. A random selection telephone survey of 10% or a minimum of one customer per week will be adequate for quality control measures. While an annual customer loyalty card program can encourage repeat customers who can provide comparison feedback about the service quality they receive.
Customer Service Monitoring
Customer service is a key area of concern that requires ongoing monitoring to ensure the standards are constantly being met and improved upon. Brief monthly meetings to discuss customer service standards and how to improve our levels of customer service will ensure we provide the best service to our customers. However, during our employees daily duties situations may arise where our immediate action protocol is required. Our customers are instructed to call our administrations should they have any concerns or suggestions about our customer service.
Monthly Sales Monitoring
Monthly Costs Monitoring
Our costs are monitored and calculated on a monthly basis. We are constantly seeking our opportunities to improve our efficiency without sacrificing the quality of our products or services.
The monitoring of the monthly sales and the monthly costs needs to be done in comparison to ensure the company is maintaining adequate cash flow. As sales and costs occur they will be entered into the computerized system. The end of the month figures will be calculated using automatic software. The charts will be available for management’s analysis on the next business day. In future years management will be able to compare these figures with previous years and monitor seasonal trends.
Implementation Control Calendar
