Chrysler Group

The Fiat Chrysler Group recognizes that "what gets measured, gets done" (Peters, n.d.). Given the company 's strategic plan for improving performance, a senior manager must define and establish key performance indicators to measure effectiveness and progress. Once the measurement criterion is formulated, a business rhythm for acquiring performance data must be instituted. The monitoring and controlling mechanisms to track performance require collaboration and participation from Regional Managers, Sales Managers, and Senior Management for the following metrics:
1. Measure customer satisfaction to create a performance baseline and increase the response rate by 40% with an overall satisfaction rate of 75% over five years
Customer Satisfaction …show more content…
Each customer will receive an incentive of $1,000 towards a future FCA car purchase for completing the survey. The customer satisfaction results will be reported bi-weekly, monthly, and quarterly to the Regional Manager. Also, Regional Managers will host a customer focus group with customers who indicated a service gap on the satisfaction survey to discuss any customer experience gaps. The customer feedback to pilot sales programs or streamline processes to enhance and improve the customer purchase experience.
Evaluation Performance Measurements:
● Monthly: 1.25 percent increase from the performance baseline
● Quarterly: 3.75 percent increase from the performance baseline
● Annually: 15 percent increase from the performance baseline
Evaluation Response Measurements:
● Monthly: .67 percent increase from the performance baseline
● Quarterly: 2 percent increase from the performance baseline
● Annually: 8 percent increase from the performance baseline

2. Measure training program satisfaction to create a performance baseline and increase the response rate to 80% with an overall satisfaction rate of 80% over five