Setting and Managing Key Performance Indicators for Events Management Team

This document provides guidance on setting and managing key performance indicators (KPIs) for an events management team. It includes a scenario from the industry, goals, steps to set and measure KPIs, innovative approaches to meet them, constraints, actions if KPIs are not met, and methods of communication. The document also covers performance reviews, job responsibilities, performance indicators, employee feedback, professional development, and techniques to identify training needs.

Running head: ASSESSMENT 2 - PROJECT
Assessment 2
Your Tasks:
Part A – Setting managing and communicating Key Performance Indicators
For this assessment you are required to consider a scenario from your industry and then set key performance
indicators (KPIs) based on this scenario. You will need to consider the business reasons for the KPIs, look at what
the current KPIs are and set target KPIs to be achieved.
You will then need to:
1. Set and measure KPIs.
2. Use new or innovative approaches to meet the KPIs.
3. Define constraints to meeting KPIs.
4. Know what to do if KPIs are not met.
5. Use appropriate methods of communication.
If more space is required for any answer you can attach a separate page containing name, assessment date, unit
title unit code and the assessment task number and attach this page with the current assessment task before
submission.

1ASSESSMENT 2 - PROJECT
Events Scenario:
You are the Team Leader of the Events Management team and have received an email from your Managing
Director. Part of the email reads:
------
Good Morning,
I need to draw your attention to some problems that have recently come to my attention.
On the eventmanagement.com website, our company has received 14 poor reviews out of 22. This means only
37% of people are giving positive reviews. In my opinion anything less than 80% of positive reviews is
unacceptable. The 2 most common reasons given for the poor reviews are the poor quality of catering, and that
events did not run on time.
We know from our own customer feedback that our customers are generally very happy with our service, so I
believe getting more of our happy customers to post would be a great advantage and boost our ranking on the
site. As we have almost 50 customers per month I would like to see at least half of these encouraged to post
positive reviews online.
Also, our repeat customer figures show that only 5 of our 50 customers last month were from repeat business. I
would like to see this increase from 10% to the industry average of 20%.
As team leader, I am relying on you to make the team aware of the problems, set targets for improvement, and
see that they are achieved over the next 6 months.
Regards,
Ed Ventura,
MD.
From this email the goals are:
Current Targeted
37% of people are giving positive reviews on
eventmanagement.com
Increase percentage of positive reviews to 80%
Unknown Get 25 new reviews posted per month on
eventmanagement.com
10% of customers come from repeat business. Increase percentage of repeat customers to 20%.

2ASSESSMENT 2 - PROJECT
1. Set and measure KPIs
NOTE: Please choose ONE of the previous scenarios which most closely resembles your industry to set the
following KPIs.`
Based on the chosen scenario, create 3 KPIs to help you monitor and manage the department.
Model EventsKPIs
KPI 1:
KPI Name: Positive Reviews
KPI Description: It indicates the percentage of customers who are satisfied with the services offered by the
company.
Current: Currently, the company’s website eventmanagement.com receives 37% of positive
reviews from people those who are visiting to the website
KPI Target: Increased percentage of positive reviews to 80%
How you will
measure this KPI?
Over what time
frame?
 This will be measured from the website ‘eventmanagement.com’
 The time frame would be six months
KPI 2:
KPI Name: New Reviews
KPI Description: It indicates that the numbers of new reviews have increased. This will imply to a boost in
total number of reviews for the company.
Current: Unknown
KPI Target: To be able to get 25 new reviews posted every month on the eventmanagement.com
website
How you will
measure this KPI?
Over what time
frame?
 The website eventmanagement.com will be used to measure
 This will be measured over a span of six months time
KPI 3:
KPI Name: Repeat Customers
KPI Description: It indicates the number of customers from the previous visits who have considered a
revisit to the business.
Current: At present, the percentage of customers from repeat business is 10%
KPI Target: The target is to touch the figure of 20%
How you will
measure this KPI?
Over what time
frame?
 This will be measured by observing the repeat business
 The time span will be six months

3ASSESSMENT 2 - PROJECT

4ASSESSMENT 2 - PROJECT
2. New or innovative approaches to meet the KPIs
For each KPI, outline the steps that you think need to be taken to achieve the KPI. You might need to employ
innovative approaches (procedures, processes, systems, technology, etc) to make sure that you and your team
achieve each KPI.
KPI Target Steps involved to achieve this KPI.
Increase total sales per
head from $23 to
$26.50 per head.
Selling drinks is key to increasing sales per customer. Wait staff need be pro-active;
Knowledge of specials and menus.
Employing suggestive selling methods.
KPI Target 1 Increased
percentage of positive
reviews to 80% 1. Ensuring that events run on time
2. Quality of catering service needs to be improved
(Parmenter, 2015)
KPI Target 2
Get 25 new reviews
posted per month on
eventmanagement.co
m
1. Positioning the reviews at the front and centre
2. Contacting those who post negative reviews
3. Running a contest
4. Rewarding those who post a review
5. Including the name and picture of the customer while posting the testimonial
6. Giving a reason to customers to review
(Parmenter, 2015)
KPI Target 3
Increase percentage of
repeat customers to
20%.  Offering a loyalty program
 Utilising the social media sites
 Avoiding general discounts
 Providing excellent service
 Encouraging customers for their honest feedback
(Parmenter, 2015)

5ASSESSMENT 2 - PROJECT
3. Constraints to meeting KPIs.
What could prevent you (organisational constraints) from implementing these new techniques? What needs to
be considered?
A few organisational constraints can affect the implementation of the planned techniques. These are:
 Business Objectives: Each one of the KPIs should be aligned with a specific business objective. Moreover,
KPIs should be used for managing the business instead of just measuring it.
 Team: The Company should ensure that the KPIs are translated properly to a team. The team should
develop into a habituation of using the specific KPI.
 Action Plan: The action plan needs to be aligned to a KPI as well as a business objective.
(Kerzner, 2017)
4. What to do if KPIs are not met.
What will you do if you identify that staff members struggle or do not achieve the set targets? Think about the
technique you would use to find where the problem lies, who you would communicate with and the steps
involved in finding a solution.
When staff members struggle to achieve the set targets:
 Employees should allow to set their goals alone
 A hands-off approach needs to be taken to encourage high performers to meet their goals. They also
need some input such as in the form of feedback to achieve their targets
 People should have opportunities to learn when they don’t achieve targets
(Robinson, 2017)

6ASSESSMENT 2 - PROJECT
Techniques for problem identification:
Problems can be identified from a piece of information gathered from variety of resources like financial
reports, activities reports, meeting notes, interviews and by surveys etc. (Austin & Pinkleton, 2015)
Communication:
The personnel to communicate with are the stakeholders that include but not limited to personnel in
review or reward and production (Austin & Pinkleton, 2015).
Finding a solution:
 Evaluation of the progress
 Identifying mitigating strategies for the problems
 Monitoring the progress
5. Methods of communication.
What methods of communication will you use to communicate the KPIs to your team?
 Meetings
 E-mails
 Instant Messaging (IM)
(Austin & Pinkleton, 2015)

7ASSESSMENT 2 - PROJECT
Part B – Performance Review
Performance reviews are used by managers and supervisors to give and receive feedback from staff.
In this part of the assessment you will create a set of evaluation criteria to monitor and evaluate your staff. You
will need to:
a. Set Job Responsibilities and Tasks
b. Relate job responsibilities to specific performance indicators
c. Employee Feedback
d. Professional Development
e. Bonus and Reward Systems
f. Provide employees with feedback
g. Delegating tasks
a. Set Job Responsibilities and Tasks
Choose one Job Role within your department and document the responsibilities for that job role. Use the
following example as a guide:
EXAMPLE: Roles and responsibilities
JOB TITLE Responsibilities
Head waiter  Provide table service to tables.
 Abide by responsible service of alcohol laws.
 Comply with all workplace health and safety guidelines.
 Train junior staff on customer service and upselling techniques.
 Act as a positive role model by offering excellent customer service.
 Supervise junior staff during table service.
 Monitor billing and payments of orders during service.
 Delegate job tasks to other waiting staff.

8ASSESSMENT 2 - PROJECT
JOB TITLE: Responsibilities
Programme Co-
ordinator  To assist in placing orders and purchasing supplies needed for the events
 To attend meetings when required for District communication
 To assist in contacting local business as one of the potential partners for special
events
 To complete the communication circle after each one of the events in regards to
donors and partners
 To complete the assigned job tasks within the deadlines and as directed
 To attend various meetings like staff meetings, seminars, district meetings and
trainings required by the District (Jones, 2017)

9ASSESSMENT 2 - PROJECT
b. Relate job responsibilities to specific performance indicators
Using the job responsibilities you listed in part A, create specific performance indicators.
You will need to:
 State what the indicator is
 Document how the indicator will be measured
Example:
Performance Indicator: How this will be measured:
Delegate job tasks to other waiting staff. All waiting staff to know their own role and tasks
for each shift.
Performance Indicator: How this will be measured:
To assist in placing orders and purchasing supplies needed
for the events
The ability to avoid and reduce the waste, and
ensure cost-effective purchase (Podgórski, 2015).
Performance Indicator: How this will be measured:
To assist in contacting local business as one of the
potential partners for special events
The quality of proposal should be good and should
also be able to follow up the potential partners
(Podgórski, 2015).
Performance Indicator: How this will be measured:
To complete the assigned job tasks within the deadlines
and as directed
 The deadline should be clearly
communicated
 The project should have a clear outcome
 A clear deadline should be communicated
(Podgórski, 2015)

10ASSESSMENT 2 - PROJECT
c. Employee Feedback
List 3 methods you can employ to encourage employees to give you open and honest feedback, and give an
example of each:
EXAMPLE:
Method: Example:
Staff meetings During each staff meeting devote time to asking for ideas or
contributions from staff.
Acknowledge staff who have given feedback.
Method 1-3: Example:
1.
Suggestion box
2.
Regular employee surveys
3.
Regular performance reviews of employees
1.
Encourage employees to drop their honest feedback
in the box.
Acknowledging the feedback by checking it regularly
and addressing any issues if posted (Rasheed et al.,
2015).
2.
Be careful with not to ask any ‘leading questions’.
These surveys should address specific topics
containing targeted questions.
It is important to find a good balance between
survey frequency and length (Rasheed et al., 2015).
3.
Opportunities should be availed to have one-to-one
talk with the employees.
It is important to promote an environment where
employees feel encouraged to share their honest
feedback (Rasheed et al., 2015).

11ASSESSMENT 2 - PROJECT

12ASSESSMENT 2 - PROJECT
d. Professional Development
Training and development should help solve problems or skill shortages in the department and improve both
the staff member and the business.
List 3 techniques which you can use to identify problems or skills shortages in your department, which will help
you determine training needs.
EXAMPLE:
TECHNIQUE TO IDENTIFY PROBLEMS OR SKILLS SHORTAGES:
Using customer feedback surveys. Customers making complaints might point you to a problem with products or
service, which may highlight gaps in an individual’s knowledge or skills.
1. Key Performance Indicators: KPIs can be the best technique to identify skills shortages in the team.
Individual employees can have some issues meeting to their KPIs targets (Evers, Van der Heijden &
Kreijns, 2016).
2. Employee Assessments: These assessments need to be based on real work scenarios. This will help
identifying the actual gaps in skills and knowledge in an event management team (Evers, Van der
Heijden & Kreijns, 2016).
3. Observations: First-hand observation helps to find the skill shortages. It gives someone more insight on
the real-world situation (Evers, Van der Heijden & Kreijns, 2016).

13ASSESSMENT 2 - PROJECT
e. Bonus and Reward Systems
What is the purpose of a reward system?
 Enhanced Employee Engagement
 Business Reputation
 Non-Monetary Recognition
 Reduced Turnover
(Gogia & Soni, 2017)
List 3 different ways you can reward your employees. For each reward type list any positive or negative aspects
associated with the type of reward.
Reward Positive Negative
1.
Monetary benefits during Rewards
& Recognition Process
2.
Time off
3.
Office BBQ
1.
Loved by everyone
2.
A week or two off during a New Year
should be well appreciated by the
best performers.
3.
This works best perhaps on Friday
before the big day. It gives
employees some spare time to
spend with their colleagues. It is
cost-effective as well.
1.
Not so great for a prolonged
motivation
2.
Additional cost-burden on the
financial resource of the company
3.
Some employees may not like it as
it consumes time and they can find
it like affecting their work.

14ASSESSMENT 2 - PROJECT
f. Provide employees with feedback
You should provide feedback to your staff on a regular basis. The method you use to provide feedback might
depend on the time the employee has worked for you, and the context of the feedback you need to provide.
For each of the following, give an example of a method of feedback (continuous, public, private) you could use
to provide feedback to the employee.
EXAMPLE:
Work Scenario Feedback Method
Training a new employee. Continuous positive feedback is needed as each task is
learned and completed.
New employees can feel anxious if they are not clearly shown
what to do, and given praise as they learn the ropes.
Work Scenario 1 Feedback Method
Indicating the progress of the team in relation
to meeting KPIs.
Public positive feedback needs to be given during each one of
the meetings.
Employees can feel exhausted and low in motivation after
failing to meet the individual target. They need to show the
positive way of attaining their individual goals.
(Rasheed et al., 2015)
Work Scenario 2 Feedback Method
The worker needs to be spoken to after a
period of poor performance.
Private negative feedback should be given as the poor
performance has persisted over a longer span of time.
Nothing has worked so far and the individual despite positive
feedback on few occasions in the past has failed to improve
his or her performance.

15ASSESSMENT 2 - PROJECT
(Rasheed et al., 2015)
Work Scenario 3 Feedback Method
Yearly review process. Continuous positive feedback is required as performance
review needs to be conducted every year to enhance
employee motivation.
(Rasheed et al., 2015)
g. Delegating tasks
List 3 tasks you must delegate as a manager/supervisor in your department. For each task, define the benefits to
delegating this task:
EXAMPLE:
Task Benefits of delegation
Supervision of waiting stuff during table service Saves my time during service.
Increases morale of head waiter.
Creates professional growth for head waiter.
Task 1 Benefits of delegation
Brainstorming activity Team leader needs to think about new concepts to make it an
attractive event.
By delegating this to team members he or she will be able to
save time.
Employee engagement will enhance. The workplace

16ASSESSMENT 2 - PROJECT
environment will become more creative.
(Bais et al., 2015)
Task 2 Benefits of delegation
Supervision of food service during the event This will release the work pressure a bit from the supervisors’
shoulder
The individual will learn an additional skill
The individual will avail a professional growth opportunities
(Bais et al., 2015)
Task 3 Benefits of delegation
Supervision of lighting and sound system at the
event venue
The work pressure will reduce
Employee engagement will also boost up
(Bais et al., 2015)

17ASSESSMENT 2 - PROJECT
References
Austin, E. W., & Pinkleton, B. E. (2015). Strategic public relations management: Planning and managing effective
communication campaigns. Routledge.
Bais, A. Z., Erhart, S., Zaccarian, L., & Hirche, S. (2015, September). Dynamic load distribution in cooperative
manipulation tasks. In 2015 IEEE/RSJ International Conference on Intelligent Robots and Systems (IROS)
(pp. 2380-2385). IEEE.
Evers, A. T., Van der Heijden, B. I., & Kreijns, K. (2016). Organisational and task factors influencing teachers’
professional development at work. European Journal of Training and Development, 40(1), 36-55.
Gogia, S. K., & Soni, M. (2017). Impact of reward management system on organizational performance with
special reference to hotel industry in Jaipur: a literature review. Journal of Modern Management and
Entrepreneurship, 7(4), 115-124.
Jones, M. L. (2017). Sustainable event management: A practical guide. Routledge.
Kerzner, H. (2017). Project management metrics, KPIs, and dashboards: a guide to measuring and monitoring
project performance. John Wiley & Sons.
Parmenter, D. (2015). Key performance indicators: developing, implementing, and using winning KPIs. John Wiley
& Sons.
Podgórski, D. (2015). Measuring operational performance of OSH management system–A demonstration of AHP-
based selection of leading key performance indicators. Safety science, 73, 146-166.
Rasheed, A., Khan, S. U. R., Rasheed, M. F., & Munir, Y. (2015). The impact of feedback orientation and the effect
of satisfaction with feedback on in role job performance.‐ Human Resource Development
Quarterly, 26(1), 31-51.
Rasheed, A., Khan, S. U. R., Rasheed, M. F., & Munir, Y. (2015). The impact of feedback orientation and the effect
of satisfaction with feedback on in role job performance.‐ Human Resource Development
Quarterly, 26(1), 31-51.
Robinson, A. (2017, April). If you can’t measure it you can’t manage it: KPIs for team and individual performance.
In BSAVA Congress Proceedings 2017(pp. 368-369). BSAVA Library.