Case Study

Orpheus Cellular is a mobile phone retailer with several city outlets. At the CBD outlet, a new sales staff member, Steve, is joining the team and has been asked to attend an interview with you to establish the agreed performance indicators for the role.

Orpheus requires that all sales staff contribute to the store's success. The store currently employs two sales staff and one administrator/manager. Steve will be number three. The store's KPIs include:

• 50 new connections per month
• 80 upgrades from old contracts or handsets
• No stock over 90 days old

2. Use dot points to list the performance standards and code of conduct Steve will need to adhere to.

3. Develop the performance indicators for Steve ensuring that:

• store objectives are maintained
• Steve's KPIs are fair and in accordance with relevant legislation.

4. Explain how you would ensure Steve understands his KPIs.

5. What risk control options might you use to ensure Steve achieves his KPIs?