May 2020
BSBMGT502 Manage People Performance
NIXON GIOVANNY PARRA ARAQUE – 820279
Macquarie Institute
Sydney
Table of Contents
Task 1 – Develop KPIs and Evaluate Performance: Activity ………..Ошибка!
Закладка не определена.
Task 2 – Essay: The Future of Performance Management
Systems…………………Ошибка! Закладка не определена.
Task 3 - Develop a Performance Management Plan ………………………. ………….8
TASK 1
Develop KPIs and Evaluate Performance: Activity
In this assessment task, you and a partner will assume the role of manager and employee
respectively. As a manager, you will be required to assign a small practical task to your
employee. In consultation with the employee (role play); complete the following;
▪ Explain the task and arrange a meeting
▪ Brief the employee on the task (task to be performed by the employee)
▪ Convey performance expectations
▪ Discuss how the performance will be evaluated
▪ Develop KPIs (mutually agreed)
The task should be a do-able task that can be performed in the class. The trainer/assessor will
allocate time such that the rest of the class can be an audience when the tasks are performed.
Ideally, the tasks should be enough to be completed within 15 minutes. Some of the examples
of the task include;
▪ Making a cocktail
▪ Teaching a yoga technique
▪ Origami
▪ Performing a computer based task
▪ Playing an instrument
▪ Researching and presenting information
Tasks should be interesting enough to generate interest of both the participant (employee) and
the audience. Ensure that you provide the participant enough time to practice the task before
performing. For large classes, the trainer/assessor will have the flexibility to organise the
practical sessions on different days as suitable according to the schedules.
Overall, you will;
▪ Develop and assign a task to a classmate (role-play)
The chosen activity will be preparing a new cocktail for one of the best pubs in the city.
The manager has chosen one of the new bartenders to try this new recipe. This venue
is one of the busiest during the whole year which gives to this task and extra bit of
difficulty because he must remember all the ingredients perfectly, do it in a fashionable
way and give and outstanding performance while preparing it to the many customers
that attend every day.
Student 1.- Manager (Mark)
Student 2.- Bartender (John)
▪ Provide written instructions (email or hand-written notes)
Before the trial of the new recipe the manager decides to send an email with general
information of the pub, safety and cleanliness procedures as well as an overall look into
the full cocktail’s menu.
Along with all that information, the new recipe and all the procedures have been
presented as the next mail draft shows.
“Hi John in the next attachment you’ll find all the information regarding the new recipe
that we will be trying next week. Let me know if you have any suggestions or questions.
Kind regards.
1.- Make sure that you have washed your hands before you start, as well as all of the
implements to be used and the area where you are going to work.
2.- Double check all the ingredients of the recipe, in order to have everything you need
prior to start.
3.- Bring all the implements close to you so you don’t need to be running from one place
to another to find the shake..!
4.- Put on a big smile and let’s start the show.
5.- Prepare the recipe accordingly, make sure to use the right ingredients and the
correct measurements for each one of them. Mix.
6.- Make sure to provide a fresh and fun presentation for the cocktail.
7.- Try it.
8.- Share your thoughts on the flavour and presentation.
▪ Develop KPIs for the task
1.- Order fulfilment time.- (Employee time / Average time) x 100
OFT = (12.25 min / 7 min ) x 100 = 150 %
OFT > 100% needs practice.
2.- Percentage of errors.- ( # errors / #steps to be performed ) x 100
% errors = ( 6 / 15 ) x 100 = 0.4 x 100 = 40%
% errors > 10% needs training
3.- Wastage.- 100 – ( # cocktails done / # cocktails calculated per bottle ) x 100
% wastage = 100 – ( 6 / 8 ) x 100 = 100 – 75 = 25%
% wastage < 30% good job
4.- Customer satisfaction rate.- average satisfaction rate
CSR = 90% overall satisfaction
CSR > 80% great job
▪ Develop a performance evaluation sheet (form) 1
SIMPLE PERFORMANCE REVIEW
EMPLOYEE
NAME
John
DEPARTMENT
EMPLOYEE ID
POSITION
HELD
Bartender
LAST REVIEW DATE
1
Bar staff
REVIEWER
NAME
Mark
REVIEWER
TITLE
Manager
-
https://www.smartsheet.com/free-employee-performance-review-templates
TODAY'S DATE
8/6/20
CHARACTERISTICS
QUALITY
UNSATISFACTORY
SATISFACTORY
GOOD
Works to Full Potential
EXCELLENT
X
Quality of Work
X
Work Consistency
X
Communication
X
Independent Work
X
Takes Initiative
X
Group Work
X
Productivity
X
Creativity
X
Coworker Relations
X
Client Relations
X
Technical Skills
X
Dependability
X
Punctuality
X
Attendance
X
GOALS
ACHIEVED GOALS SET IN PREVIOUS REVIEW?
GOALS FOR NEXT REVIEW PERIOD
Improve communication with the rest of the team as well as preparation techniques.
COMMENTS AND APPROVAL
COMMENTS
Deliverables are always of a great quality, John is an overall good employee. Needs training regarding
relation techniques to perform better under pressure.
EMPLOYEE
SIGNATURE
REVIEWER
SIGNATURE
▪ Evaluate performance using a performance appraisal sheet 2
EMPLOYEE
NAME
John
DEPARTMENT
EMPLOYEE ID
POSITION
HELD
Bartender
LAST REVIEW DATE
Bar staff
REVIEWER
NAME
Mark
REVIEWER
TITLE
Manager
-
TODAY'S DATE
8/6/20
Rating Scale :
1.- Unsatisfactory or poor performance.- Performance does not meet the require standards. Major
improvements needed.
2.- Fair performance.- Performance partially meets the require standard. Less than satisfactory could be
doing better.
3.- Good or average Performance.- Performance has meet require standard. Can perform duties with
minimal supervision.
4.- Very good or outstanding performance. Perform exceeds the required standard.
PERFORMANCE COMPETENCY
For each performance item listed within competency bands, please select the evaluation most suited.
PERFORMANCE COMPETENCY
1
2
3
4
Job knowledge
X
Quality of Work
X
Productivity
X
Attendance
X
Relations with others
X
Commitment to safety
X
Overall appraisal rating
TOTAL
2
X
0
0
15
https://www.sampletemplates.com/business-templates/performance-appraisal-example.html
8
COMMENTS
Overall score = 23 / 32 = 72%
Score over 70% relates a good employee. Some skills are still to be developed.
EMPLOYEE
SIGNATURE
REVIEWER
SIGNATURE
▪ Provide feedback to the participant – including any development needs (skills, knowledge
etc.)
The employee showed an overall great skill set to perform the job. There are some
areas to improve like techniques while mixing the ingredients, this techniques need to
be corrected in order to improve times and wastage control.
There is another area of improvement to be taken into account that is team work, during
the performance the employee should have relied onto his teammates to perform some
secondary tasks during the preparation.
▪ Keep all the paperwork and submit for marking
TASK 2
Description: Performance management systems are described as key tools to transform
people's talent and motivation into a strategic organisational advantage (Herman A., 2009).
Performance management is a continuous process of identifying, measuring and developing
the performance of individuals and teams and aligning performance with the strategic goals of
the organisation. In recent times, there has been a debate of efficacy of Performance
Management Systems with some scholars questioning the real purpose and applicability of the
PM process.
You will be required to write an essay on the topic, “The Future of Performance Management
Systems” drawing from existing theories and models of Performance Management, current
issues and challenges identified in literature and your own view of the benefits and
sustainability of performance management systems in a rapidly changing workplace
environment.
The essay must be written in your own words and appropriate referencing and citation must
be used in all external references (preferred: Harvard referencing system: Your
trainer/assessor will provide you with referencing guidelines. There is no specific structure of
essay but it will be expected that you will present your essay with at least three identifiable
sections; Introduction, body (main headings) and conclusion.
The essay must contain sources/references from a wide range of publications including books,
magazines, journals and online resources. Only online references will not be accepted. In an
event where a book or a publication is accessed online or an electronic format, it should be
appropriate referenced using the referencing guide. The essay must contain your own views
on the topic and not just the review of the literature. The contents must be coherent and
presented in a logical sequence (not just copy and paste from various sources) leading to a
conclusion. In your assessment, include the legislative environment, performance-based
award systems and employee motivation within a PM system Word Limit: 1500 words
The Future of Performance Management Systems
The next steps for performance management systems within the workplace seems to be bound
for major improvement. Due to the workforce is key in any industry, it is important to develop
new ways of communication between managers and workers in order to ensure satisfaction in
both parties. According to the experience of traditional performance management to create a
true system for managing it is required flexibility, communication, and focus on the organisation
needs. Not only the need to improve channels to obtain a more accurate assessment has been
noted, but also due to new technologies implementation and the increasing need to share and
receive information in real time it becomes undeniable that the cycle between assessments
has to be reduce. For this reason waiting for a yearly appraisal to address achievements or
major failures seems to be extremely long.
On one hand the actual procedures to obtain a performance appraisal seems to be extremely
inaccurate because of a lack of continuous assessment, which brings to an easily discourage
workforce3. This happens when in various episodes an important achievement has been
overlooked and probably forgotten for when the review time comes. For this reason it is
important to develop better performance management systems in terms of acknowledge
properly the good or bad behaviour of every worker involved in a certain activity. Along with
this is is also important address the amount of stress that this reviews could cause on every
member of the team. As an example of this, many Japanese companies use a long stablished
performance management custom, giving their workers an extremely dangerous fear of failure
when appraisal times come as well as a fairly known work overload . This kind of old fashioned
systems push their workers to an irreparable edge sometimes resulting in alcoholism, poor
work life balance or even suicide attempts. As serious as it is in Japan4 probably it is not the
same for other companies around the world. Even though it is important to have a closer
relation between worker and manager, sharing feedback to ensure a continuous improvement
along the way and also making sure that the workforce is being properly encouraged by
providing all the safety mentally and physically for each member of any team.
On the other hand the need to align the employees deliverables with the company objectives
it is also a very important milestone to achieve a sustainable performance management system
through time5. Many objectives and procedures of different companies are outdated and do
not represent the reality regarding the technology advances and new environmental initiatives
as well as new procedures. For this reason it is important to clearly state in specific terms the
output and attitudes expected of employee to achieve a certain outcome. It is also mandatory
to have an overall review on the procedures of the company to make sure it is still outlined with
the employee expectations regarding time frames, quality and quantity of the workload. An
example of this might be after the COVID 19 hit around the world all of the delivery companies
had a normal operation, but after the pandemic, the usage of this services increased
potentially, not only for electronics or clothes, but also for essentials as goods and medicines
on a daily basis. Pushing companies to update their operations procedures, their online
systems capability but specially and the most affected area was the customer service support.
Due to social distancing in many countries the call centres used for this purpose where no
longer in use, and many of them are even definitively closed. Creating an extra workload on
3
4
https://www.techfunnel.com/hr-tech/performance-management-system/
https://asia.nikkei.com/Opinion/Employers-must-help-cut-Japan-s-suicide-rate
5
https://www.researchgate.net/publication/258172522_Performance_Management_System_Issues_an
d_Challenges
the employees as they have to use their own resources and sometimes even extra hours to
finish the same activity. This new normality must also impulse a review on the performance
management systems and indicators to adjust to this many changes and do not have a wrong
qualification of employees that have not meet the standard criteria of the company.
In conclusion to develop a sustainable work performance management system it is mandatory
to improve the tools and techniques that are actually in place. To achieve that it is important to
observe and assist performance by watching attentively as the plan puts in action and
intervene where and when necessary to ensure compliance. Also evaluate performance in a
continuous way during task execution as well as assess outcomes. Interact and positively
review constantly discussing performance, sharing observations, requesting employee
feedback and jointly innovate on how to improve in the future.
TASK 3
In this assessment, you will be required to develop a performance management plan for a
fictitious company. You may also take an example of your current or previous workplace but
must produce your own work (use of existing organisational documents will be considered as
plagiarism). However, some references can be used with appropriate citation and
referencing. Your trainer/assessor will provide you with referencing guidelines.
Develop a performance management plan that includes;
▪ Executive summary
Buy n’ Ride is a company that has been developed to meet a gap in the market in this
city. There has been many business dedicated to online shopping but not to the extend an
detailed catalogue of our company, for this reason in the first year of the company the
acceptance of the customers and the market capture has been rising since its first delivery
where done.
At this time the CEO of the company has approved the development of a performance
management plan to improve the overall conduct of the company. Improve net revenue,
customer satisfaction and reduce employee attrition.
The most important asset of a company is always its people, we make proud of ourselves to
have employees with proper life-work balance, competitive rates, growth opportunities and a
safe workplace culture. Therefore the success of our company, it depends of every single
member of our team to keep having this outstanding grow and this plan is meant to be the tool
to make sure that this becomes a reality.
After three months period the results of this plan has been extremely positive and an overall
acceptance from our employees and team members.
After this plan was put in place the company met its expectations in the following areas:
-
Customer satisfaction increased to a steady 97%
-
Average returns where reduced notoriously and the acceptance increased to a 85%.
This item still needs to be improved. Actions are already being attempt to improve.
-
Time management has been the major improvement of this plan achieving an
outstanding 93% exceeding our expectations. For this reason a reward program will be
implemented in the next steps of this plan.
-
The reduction of the carbon footprint in the operations process has been a number one
priority for this company. To achieve that the company has switched the packaging to
a sustainable material achieving a reduction of 70%. For this matter there is still the
need to take further actions to keep the reduction and met the expectations for the next
two review periods.
▪ PM aims and objectives
This performance management plan aim is to provide a continuous improvement in the
operation of the online purchase and delivery chain in terms of net revenue, customer
satisfaction and employee overall performance. It has been developed entirely with the
compliance of each manager and employees. The goals stated in this plan are going
to be used to evaluate the performance of the employees at the end of every three
month period along the current financial year.
-
Customer satisfaction.- the use of this metric its fundamental for many companies
and is based on the average rate that a customer provides after each purchase/
delivery and return/refunds.
Achieve and average customer satisfaction of 95% of the enquires.
-
Management.- assess each branch performance measure in terms of team’s goals.
Each branch will be responsible of reducing return of wrong or damaged delivered
products.
The acceptance rate will be of no less than 90%.
-
Time management.- reduce time of delivery. Improving shipping time of each
shopper by providing a detailed quadrant map to easily identify products on every
aisle of the supermarket. Divide the area of each branch into specific quadrants and
assign a more dynamic and reachable route to each delivery partner.
This metric will be measure in terms of improving efficiency of delivery times from
an actual 65% to a 85% by the end of the period.
-
Sustainability.- As part of our green initiative the company will be replacing as much
as possible plastic packaging for paper bags.
Reduce the delivery’s process carbon print within 50%.
-
Human Resources.- measure employee satisfaction by team and aggressively
communicate this information to the entire organization to encourage managers to
improve employee retention.
Reduce attrition to less than 5% for high performers.
▪ Key business processes (target performance areas)
1.- On-time shipping.- ( Within the limit / total shipped) x 100
OTS = ( 130 / 200 ) x 100 = 65%
OTS needs 20% improvement.
2.- Order accuracy.- ( #perfect orders / total orders ) x 100
% accuracy = ( 160 / 200 ) x 100 = 80%
% accuracy needs 10% improvement
3.- Attrition rate (period of time ).- ( #employees left / average # employees ) x 100
% attrition rate = ( 4 / 16 ) x 100 = 25%
% attrition rate needs to be reduce by 20%
4.- Customer retention rate.- ((CE – CN) / CS )) x 100 6
CE = Number of customers at the end of period = 300
CN = Number of new customers acquired during period = 75
CS = Number of customers at start of period = 250
CRR = ( ( 300 – 75 ) / 250 ) x 100 = 90%
▪ PM framework (the PM need and how it will be addressed; what, why and how)
The performance management framework is the core of the plan because it gives
managers the framework, support and tools with which to make a systematic,
continuous improvements to the overall service delivered to customers. It supports the
achievement of better outcomes for customers by providing an accountability of the
actions of each team member on every step of the chain.
By using the key performance indicators it is possible to define a desired performance
vs the actual performance and identify the gap between them and the limits where this
indicators should be. The focus of the indicators is the employee performance relating
to time management, employee satisfaction and efficiency based on these it will be
possible to improve customer satisfaction.
6
https://www.userlike.com/en/blog/customer-service-kpi
After this first assessment it will be possible for the managers to identify the root or
cause for the gap between the performance acceptance and the actual performance
rates. One of most important reasons that this plan will identify is the lack of proper
training and continuous mentoring for every employee.
The best way to close the performance gap is to develop better training and mentoring
programs throughout the period to ensure that at the end the goals are being achieved.
By implanting this programs the employees should be able to improve time
management and fulfil the required time frame for each delivery, resulting in an increase
of employee efficiency as well as customer retention rate by providing and accurate
and on-time order.
▪ Key PM Approach and tools (e.g. balanced score card approach)
––– BUY N’ RIDE –––
CUSTOMER
FINANCIAL
STRATEGIC
OBJECTIVES
Increase
company
profitability
Optimize
revenue and
expenses
Maintain high
levels of
customer
satisfaction
Increase
customer
profitability
KEY PERFORMANCE
INDICATORS
% Net profit margin
TARGETS
INITIATIVES
CURRENT INTERVAL NEXT
7%
T
12%
$ Net cash flow
22.101
M
24
$ Sales to date
30.564
T
35.05
$ Cost per ride
0.24
M
0.12
32%
T
50%
% Only one order rate
16%
M
10%
$ Revenue per client
300
M
350
12
M
5
% Survey excellent
score
$ Average new
customer acquisition
cost
PROGRAMS
N/A
Begin
customer
rewards
project
Project to train
employees on
new customer
rewards
BUDGETS
N/A
$5,000.00
initiative
0.5 hour per
employee
INTERNAL PROCESSES
Build and
improve the
customer
network
Increase
shoppers
expertise
Improve
service delivery
Build a culture
that encourages
innovation
LEARNING
Nurture highperforming
employees
# New customers
315
M
350
% Market share
6%
T
10%
Average order
fulfilment time
315
M
350
% Scheduling
adherence
6%
T
10%
9
M
7
% Active projects
running on time
75%
M
85%
and on budget
50%
M
55%
# Employee
engagement index
27
T
40
# Ideas received for
new/improved service
from employees
25
M
25
75%
T
85%
9%
M
5%
15
M
18
% Processes optimized
% Employee
satisfaction
% Employee turnover
Continuously
improve skills
and
competence
# Training hours per
full-time equivalent
% Employees meeting
professional
development
requirements
72%
T
85%
Training for
shoppers
Review the
service
delivery
process
0.5 hour
per shopper
5.0 hours
manager
Ask for and
reward
employee
ideas that
improve
processes
Write up
employee
innovations in
the company
newsletter
Determine
bonus
structure for
successive
years of
service
Group to
decide
rewards for
completed
training
programs
$25/idea,
$500/success
idea
Groups:
5 hours
manager
1 hour
manager
▪ Performance planning and risk assessment
PERFORMANCE PLANNING
During the period of the PIP the employee will be monitored to assess if appropriate improvement
is being made. If the expected outcomes are not achieved/improvements attained more formal
action may be initiated under the relevant procedure.
1
Name of employee
John
Job title
Delivery Partner.
Department
Operation
Date of Initial Meeting
08/06/2020
Name(s) of other attendee(s)
All the members of the group
Duties & Improvement
Expected
Support &
Required:
Outcome/Measurement
Dependencies
Improve delivery times
Daily: Update delivery route and
HR will have a close look
once the route has been
register delivery times.
to this issue Manager to
chosen. Have handy the
review daily
route spreadsheet.
Time Management:
deliver closer destinations
first.
2
Improve communications
Weekly: Review outcomes with all
Manager will work closer
with the rest of team.
the members of the team. .
with the employee to
Maintain a cordial
make sure the standards
communication and with
are being accomplished.
the team members.
Review Date:
Met/Not
Review Date:
Met/Not
16/06/2020
Met/
23/07/2020
Met/
Partially
Partially
Met
1
Delivery times have slightly
Partially
improved
2
Met
Not met
Delivery haven’t times haven’t
improve since last review
Communication with other
Partially
team members have had a
Communication with other team
Not met
members has become aggressive.
small improvement
After two reviews have been conducted the employee will be removed from the company for not
having met any of the goals that were expected to be improved. Proper procedures will be put in place
to remove the employee from its duties.
RISK ASSESSMENT MATRIX
LOW
RISK RATING
KEY
MEDIUM
HIGH
EXTREME
0 – ACCEPTABLE 1 – ALARP (as low 2 – GENERALLY
3 – INTOLERABLE
as reasonably
UNACCEPTABLE
practicable)
–––––––––––––––– –––––––––––––––– –––––––––––––––––– ––––––––––––––––––
–– OK TO
–– TAKE
SEEK SUPPORT
PLACE EVENT
PROCEED
MITIGATION
ON HOLD
EFFORTS
SEVERITY
ACCEPTABLE
LITTLE TO NO
EFFECT ON
EVENT
TOLERABLE
UNDESIRABLE
INTOLERABLE
EFFECTS ARE FELT, SERIOUS IMPACT COULD RESULT IN
BUT NOT
TO THE COURSE OF
DISASTER
CRITICAL TO
ACTION AND
OUTCOME
OUTCOME
LIKELIHOOD
IMPROBABLE
RISK IS UNLIKELY
TO OCCUR
LOW
–1–
MEDIUM
–4–
MEDIUM
–6–
HIGH
– 10 –
POSSIBLE
LOW
MEDIUM
HIGH
EXTREME
RISK WILL LIKELY
OCCUR
–2–
–5–
–8–
– 11 –
PROBABLE
MEDIUM
HIGH
HIGH
EXTREME
RISK WILL OCCUR
–3–
–7–
–9–
– 12 –
RISK
POTENTI
RISK
AL AREAS
SEVERITY
OF IMPACT
RISK
RISK
LIKELIHOO
LEVEL
D
1
Shipping time
Operati
on
Tolerable
e
2
Drop offs time
Operati
on
Undesirable
3
Accuracy
Operati
on
REF/I
D
4
Communicati
on between
team members
Custom
er service
Probabl
Probabl
High
e
Undesirab
le
High
Probabl
High
e
Tolerable
Possible
Mediu
m
MITIGATIONS
/ WARNINGS /
REMEDIES
Mapping the
supermarket
aisle and
training
Accurate
assignations of
routes
Learning the
catalog and
products
location
Establish a
safe and
adequate
channel for
communicatio
n between
team members
to avoid
misunderstandi
ng and
improve
communicatio
n
▪ Legislative issues (e.g. unfair dismissal) codes of conduct, awards
The company Buy n’ Ride follows strict procedures and standards. Not only internal
policies but also government regulations. The company based its guidelines and
procedures on the Fair-work and Ombudsman Act7 principally.
7
https://www.fairwork.gov.au/employee-entitlements/managing-performance-and-warnings#what-isunderperformance
To mention some regulations relevant to this performance management plan the
company will state its guideline according to under performance and the actions to take.
It is consider employee underperformance when the goals and expectations are not
being met, as well as when the employee presents misconduct at workplace and this
has been an ongoing issue along management and coworkers. It may include:
-
Not carrying out their work to the required standard or not doing their job at all
-
Not following workplace policies, rules or procedures
-
Unacceptable behaviour at work, using rude words towards co-workers
-
Disruptive or negative behaviour at work, constantly interrupting normal operations
The company following this guidelines and the performance management plan will
arrange a review meeting with the employee and identify the causes for the
underperformance and the best ways to address those issues, as well as detailing
future goals and targets to be achieve on the next follow up review.
If the underperformance remains an ongoing issue the company will proceed to the
final notice and the dismissal of the employee.
The company will make sure that proper procedures have been followed and the
employee is not unfairly dismissed, is given the right notice of termination and is given
the right final pay.
▪ Data gathering observation and documentation
All the data and reports needed to obtain an accurate performance management will
be gather within the forms presented in this document. After all the data recollection the
manager will make a proper review and provide a formal report of the outcomes and
results of the plan.
EMPLOYEE
NAME
John
DEPARTMENT
EMPLOYEE ID
POSITION
HELD
Shopper
LAST REVIEW DATE
Operations.
REVIEWER
NAME
Mark
REVIEWER
TITLE
Manager
16/06/2020
TODAY'S DATE
30/7/20
CHARACTERISTICS
QUALITY
UNSATISFACTORY
SATISFACTORY
Works to Full Potential
X
Quality of Work
X
Work Consistency
GOOD
X
Communication
X
Independent Work
X
Takes Initiative
X
Group Work
X
Productivity
X
Creativity
X
Coworker Relations
X
Client Relations
X
Technical Skills
X
Dependability
Punctuality
EXCELLENT
X
X
Attendance
X
GOALS
ACHIEVED GOALS SET IN PREVIOUS REVIEW?
The employee haven’t met the goals needed to remain in the company, after training, mentoring
and continuous support. For this reason the recommendation form the manager department of this
branch is the lawful dismissal.
GOALS FOR NEXT REVIEW PERIOD
Improve communication with the rest of the team as well as time management.
COMMENTS
After a continuous follow up with the employee, there was no way to find the lack of motivation or
issues that develop if underperformance. It might be suggested by the employee in the last review
meeting, that he has being having personal issues resulting in the underperformance at the workplace. It
has been suggested to provide and extra 3 months period health insurance for this employee.
EMPLOYEE
SIGNATURE
REVIEWER
SIGNATURE
▪ Performance appraisal
EMPLOYEE
NAME
John
DEPARTMENT
EMPLOYEE ID
POSITION
HELD
Shopper
LAST REVIEW DATE
Opeations
REVIEWER
NAME
Mark
REVIEWER
TITLE
Manager
16/06/2020
TODAY'S DATE
23/07/2020
Rating Scale :
1.- Unsatisfactory or poor performance.- Performance does not meet the require standards. Major
improvements needed.
2.- Fair performance.- Performance partially meets the require standard. Less than satisfactory could be
doing better.
3.- Good or average Performance.- Performance has meet require standard. Can perform duties with
minimal supervision.
4.- Very good or outstanding performance. Perform exceeds the required standard.
PERFORMANCE COMPETENCY
For each performance item listed within competency bands, please select the evaluation most suited.
PERFORMANCE COMPETENCY
1
2
3
Job knowledge
Quality of Work
4
X
X
Productivity
X
Attendance
X
Relations with others
X
Commitment to safety
X
Overall appraisal rating
TOTAL
X
1
6
6
COMMENTS
Overall score = 16 / 32 = 50%
Score under 50% or equal rates a regular employee. Goals are not being achieved.
EMPLOYEE
SIGNATURE
REVIEWER
SIGNATURE
▪ Performance feedback and employee development
Overall the performance management plan objectives have been met. Besides one
employee dismissal then plan could be scored as successful. Employee attrition has
been reduced to a 1% within the high performer’s band of shoppers and delivery
partners. By improving employee satisfaction not only the customer satisfaction has
also been met but also the revenue of the company has shown rising tendency in the
last three month period.
Employees have shown a welcoming behaviour towards improvement in the routes
designation and mapping of the aisles to easily find the products and reduce shipping
time as well as improve accuracy.
After the review the feedback received from the employees has been positive and met
the expectations.
4
▪ Costs and resources
COSTS AND RESOURCES ALLOCATION
Activity Description
Duration (days) Resource position tittle Rate daily Total costs
1
PLANNING
2
COMMUNICATION
3
EXECUTING
4
REVIEW
4 Management team
50
200
5
REPORT
2 Management team
50
100
TOTAL
10 Manager
40
400
5 Manager
40
200
10 Manager and employees
31
65
650
1550