1. Using Excel and the table data above please create :

i. A Key Performance Index table based on 100% total score for each individual. The percentage should be divided equally among all elements and do insert a table of variance in each element.

ii. A Bar chart of Total Average KPI Score

iii. A Bar chart of Variance of Total Average KPI Score (50 marks)

2. Using Power Point, create a presentation :

i. A Bar slide of Average Handling Time ( AHT )

ii. Insert comparison reasons from your top and lowest performer based on your floor management experience ( logical assumptions are allowed )

iii. A slide with your Action Plans indicated for the lowest Performer (30 Marks)

3. Using Word, use all required information based on your experience you think is mandatory to create a Minutes of Meeting template as the information tips provided below. You can use assumptions to fill in agendas to create a project. Be as creative as possible :

I. Project Name , Date , Time & Location

II. Introduction , People and Training

III. CRM System

IV. Infra & Technology (20 Marks)

Utilisation CRM AHT TOTAL AVERAGE KPI SCORE Quality 92.3 90 85 88.11 90.21 91.5 70 88 Names Sharifah Edmund Devan Manjeet Hakeem 88.2 99.38 86 50 70 86.9 87.44 90 54.55 80 91.0 94.3 80 90 Azri 87.63 90 Utilisation CRM AHT TOTAL AVERAGE KPI SCORE Quality 92.3 90 85 88.11 90.21 91.5 70 88 Names Sharifah Edmund Devan Manjeet Hakeem 88.2 99.38 86 50 70 86.9 87.44 90 54.55 80 91.0 94.3 80 90 Azri 87.63 90