ENHANCEMENT PLAN

(PERFORMANCE EXPECTANCY AND INTENTION TO USE)

Aspects to Objectives Initial Plans Strategies Resources Expected Measure of

Focus Provided / Outcome Success
Actions to Be
Undertaken

a. Improve Acknowledge  Determine Improved  Customer

Performance and Increase focus of the process  Customer and Satisfaction
Expectancy the level of improvement that needs to Service increased rating
& Intention performance be improved Training the level of increases by
to Use the expectancy performanc 20% every
GSIS Touch of the GSIS  Focus on the  Seminar / e month
Touch most critical Mentoring expectancy
area of the GSIS
b. Strengthen Touch  Customer
the  Begin simple  Daily goal satisfaction
customers’ actions but set by Strengthene rating should
interest in be specific mentors to d the be at least 60%
using the Investigate  Determine maintain customers’ by the end of
GSIS Touch and Identify the source of performanc interest in the
the problem e using the implementatio
improveme GSIS Touch n plan
 Assess the nt
problem to
comprehend
what needs
to be
strengthened
and fixed
Redesign  Design for
 process
improvement

 Involve
various team
members in
the process
of
redesigning
things
Implement  Designate
roles for
team
members

 Set timelines
and
deadlines for
implementati
on
Communicate  Observe
transparency
in the
process,
especially
with those
who are
affected the
most as
identified in
the redesign
process step

 Detail when
 the redesign
will be
efficient and
effective
Monitor and  Observe if
Review the identified
process is
being
executed as
intended

 Get ready to
iterate and
continuously
improve