Sample Team Performance Plan

Goal Increase customer retention by 70% over a six months period

Team vision Ensure all orders are fulfilled promptly and without mistakes
KPIs  Ensure the delivery of products within 30 days after clients
place their order.
 Make to order- manufacture products within 15 days after
clients place their order.
 Ensure 100% accuracy in the production and delivery of
customer orders.
 Make sure high customer satisfaction.
 High satisfaction level in the team.
Main tasks and Operations manager
responsibilities
 Organising and scheduling the manufacturing of products
 Ensuring all operations are carried on in an appropriate, cost-
effective way
 Delivery of orders
 Mentor team members
 Oversee day to day tasks.
 Make sure environment is safe for work.

Administration officer

 Maintaining and updating company databases and

documentations
 Preparing and formatting documents, reports and presentations.
 Provide support to the operations manager.
 Maintain office supplies, stationary etc.
 Organize filing system for important and confidential company
documents.
 Answer employee and client queries.
 Update office policies

Accounts officer

 Creating and processing invoices

 Sending bills and invoices to clients
 Processing refunds
 Communicating with clients regarding billing and payments.
 Billing of clients
 Process refunds as required.

Action Team training in:

required
 ERP system
 Freight arrangement
 Video conferencing software
 Operations policies and procedures

Team training to be followed up with individual support from Operations

Manager
Support  Operations Manager
 HR Manager
 Training department
Start and 10/09/2021 to 10/11/2022
completion
date
Evaluation of Operations Manager to monitor the team training.
performance
Results of training to be compared with monitoring results taken prior to
training.