1. Using the information below, what are the measurable activities and Key performance Indicators for the following scenarios.

1. Objective

Improve the company customer service rating to 95% by 2027.

1. Strategies

Implement a robust capacity building/training programme to train front line staff to treat customers.

1. Measurable activities

1. Responsible Officer

Human Resource Management and Administration

1. Key Performance Indicator

B.

1. Objective

Innovate and introduce new products to match customers identified need through rigorous Research and development;

1. Strategies

Implement Rigorous Product testing and refining based on company Standard Operating Procedure.

1. Measurable activities

• Conduct Product Test base on company Standard Operating Procedure
• Conduct Product refining and approval.

1. Responsible Officer

TQM team

1. Key Performance Indicator