Learning activity 14

Dialogue "Evaluating product and service"

Evidence 1

NEUDIS EDITH MENCO VEGA

Apprentice

National Learning Service SENA)

International negotiation

Colombia, 2021
 Dialogue

Julia: Good morning, Andrés.

Andrés: Good morning, Miss Julia. I wanted to inform you that I have the management
evaluation model of the company ready.

Julia: What excellent news, just that I was about to ask you. Well, tell me, what areas
will be evaluated?

Andrés: The model is made up of the four areas. That is, production area, marketing
and sales area, financial area and human management area.

Julia: It seems perfect to me; the integral management evaluation model is essential to
know the real situation of the company and will help us to achieve the proposed
objectives, the agility in making managerial decisions and the timely solution of the
companies. That's why this model must be very well crafted.

 Andrés: Of course that's how it will be, with this model that I have developed, I seek to
provide you with clear and concise information, in such a way that the company is able
to detect and overcome proactive moments of crisis in advance, based on the
information provided. by the model, in such a way that allows to prepare strategies and
implement tactics to achieve success.

Julia: You're right, Andres. An inefficient business management can lead the company
to failure, which is why the saying "Better to be safe than sorry" says well.

Andrés: Would you like me to explain a little more about the model?

Julia: Yes, please.

Andrés: The model complies with giving a clear vision of the situation of the company,
in each of its areas, in a simplified format that allows to quickly visualize the area or
activity that is not fully complying with the proposed objectives.

Julia: What indicators have you included?

Andrés: one of the main indicators that will be used will be: Availability index,
production index, quality index, effectiveness index, sales budget compliance, launch of
new products, new lines of business, and new clients.
Julia: Does that mean that with these indicators the evaluation of the area will be made?

Andrés: Correct, the evaluation of the area will be the joint evaluation of the indicators
as reference in this, which determines the current state of the area.

Julia: and how will the current state of the company be known?

Andrés: The sum of the four areas will give this result, which can be measured
qualitatively and quantitatively, according to the reference tables that are stated in the
model.

Julia: Let me have a look at the model.

Andrés: Take. (It is delivered in management evaluation model)

Julia: You as the general manager of my company should be responsible for controlling
the model, making a continuous follow-up and coordinating the necessary adjustments.

Andrés: Of course, I will also fulfill the task of periodically monitoring the changes in
the indicators, in order to make the necessary adjustments that allow the fulfillment of
the proposed goals and objectives, Miss Julia. You can be sure of that.

Julia: Also remember to periodically disclose, to all company employees, the results of
the indicators and the behavior of the model, in order to involve the entire company in
the commitment to achieve the objectives, seeking that employees acquire a high level
of belonging.

Andrés: Yes, it is very important to do it. Since he finished reviewing the model, could
you tell me, how did you like it?

Julia: I see that he has done a good job, the model presents the information so that the
analysts and involved directly and indirectly in the efficient running of the company,
can put into practice all their knowledge and skills to develop strategies that improve a
current situation, or they are maintained, if it is the case, in an excellent management,
with good numerical qualification.

Andrès: Thank you very much Miss Julia.

Representation of the dialogue graphically
 Glossary of terms

Inefficient processes

An inefficient process is a sequence of steps arranged with some kind of logic that
focuses on achieving some specific result that is not able to perform or adequately fulfill
a function.

Processes are behavioral mechanisms designed by men to improve the productivity of

something, to establish order or eliminate some type of problem. The concept can be
used in a wide variety of contexts, for example in the legal field, in the computer field
or in the business. It is important in this sense to emphasize that processes are primarily
procedures designed to serve man to some extent, as a certain way of acting. However,
when this process is not as it was predisposed, it is said to be an inefficient process.

Management indicators

A management indicator is the quantitative expression of the behavior and performance

of a process, whose magnitude, when compared with some reference level, may be
indicating a deviation over which corrective or preventive actions are taken as the case
may be. The indicators together can provide an overview of the situation of a process, a
business, the health of a sick person or the sales of a company.

By using them in a timely and up-to-date manner, the indicators allow for adequate
control over a given situation; The main reason for its importance is that it is possible to
predict and act based on the positive or negative trends observed in its overall
performance.

Indicators are a key way to provide feedback to a process, to monitor the progress or
execution of a project and strategic plans, among others. And they are even more
important if their response time is immediate, or very short, because in this way the
corrective actions are carried out without delay and in a timely manner.
New customers

A new customer is a natural or legal person who receives a service or acquires a good
from a company in which previously he did not require his services or products in
exchange for a money or other type of compensation. Therefore, for the company, it
becomes an additional client to those that it had before.

Process management

It is a management discipline composed of methodologies and technologies, whose

objective is to improve the performance (efficiency and effectiveness) and optimization
of the business processes of an organization, through the management of the processes
that must be designed, modeled, organized , document and optimize continuously.
Therefore, it can be described as a process of continuous process improvement.

Process management seeks to align the functions of the organization with the needs of
customers, promoting an environment conducive to change and continuous
improvement, as well as the growth of the organization.

To achieve an efficient process management, it is necessary that the organizational

activities are treated as processes and not as functions, departments or products.

Evaluation of results

Evaluation is a process that aims to determine in a more systematic and objective way
the relevance, effectiveness, efficiency and impact of activities in light of the specific
objectives. It is an administrative learning tool and an action-oriented organizational
process to improve both ongoing activities, such as planning, scheduling and making
future decisions.

Plans for improvement

The Improvement Plans are the instruments that consolidate the set of actions required
to correct the deviations found in the Internal Control System, in the strategic direction,
in the management and results of the public entity.
The improvement plans consolidate the improvement actions derived from the self-
assessment, from the recommendations generated by the independent evaluation and
from the findings of the fiscal control, as a basis for the definition of a program to
improve the administrative function of the entity from the defined objectives, the
approval by the competent authority, the allocation of the necessary resources for the
realization of the plans, the definition of the responsible level, the follow-up of the
actions outlined, the setting of the implementation deadlines and the determination of
the indicators of achievement and follow-up of the improvements, with which the
satisfaction and reliability specifications are established.

Continuous monitoring

Comprehensive monitoring that is done to each link in the chain that makes up the
process to review the improvement or decay of them taking into account the
measurements; the tools are the basic tools not only to detect opportunities for
improvement, but also to implement the actions.

Therefore, a continuous monitoring is the periodic evaluation of a process, which is

governed by the strictest criteria and standards, in order to ensure adequate compliance
with its objectives and goals through the periodic review of its progress.

Achievement of objectives

An achievement of a goal is the achievement or achievement of what has been trying for
a while and which also allocated both psychic and physical efforts to finally achieve it
and make it a reality. In other words, it is called achievement of objectives within reach
of a goal previously proposed by a person or a group of people. This achievement, far
from being a mere "stroke of fortune" (or "luck"), requires that the person or persons
apply different actions, agreed in advance, so that they tend to facilitate the achievement
of the goal
Efficient travel

It is a process that is aimed at efficiency, therefore, this process is concerned with using
the available means in a rational manner to reach a goal. It is about the ability to achieve
a previously set objective in the shortest time possible and with the least possible use of
resources, which means optimization.

Mainly the term refers to the path taken by those resources that have (human,
technological, financial, physical, etc.) to achieve something, the way in which they are
used and the results that have been reached, the better they have been Taking advantage
of these resources, greater efficiency will be found in the way of seeking that goal.

Correct strategies

It is an ideal plan that has already worked to be designed to address an issue and to
designate the set of rules that ensure an optimal decision at all times. In other words, a
strategy is the selected process through which a certain future state is expected to be
achieved.