1. As an area manager of Colesworths supermarket, I analyzed the performance of ten retail stores and realized the need to implement performance management program within the organization. Firstly, I would discuss about the program with my senior manager, who would approve the program integration. After I have successfully developed a proposal for the program, I would then take it to the store manager in order to receive his assistance for the implementation of the program. I would then call upon a meeting with all the store managers of 10 stores to discuss about the program and what would be their role in it.
2. It is important to consult about the program with other people because it helps to consider the alternatives in form of feedback and opinion of other people. This helps in decision making and problem solving by gaining an insight of the problems and challenges faced by others. The store managers may come up with some different approach for the program as they have better understanding of the staff and their behavior. Thus, before the work is allocated to the store manager and staff members, the feedback must be taken from the store managers.
3. I would use SMART Goals to create individual objectives for the staff people. SMART Goals implies specific, measurable, attainable, relevant and time bound goals that helps an organization to grow (Lawlor, 2012)). Further, I would assess the potential of delivery staff, helpers, assembly, sales and customer services department. After that I would be able to identify the need of training program to enhance the quality and accuracy of the services. I would evaluate and track the performance of each employee through feedback from the customers. After tracking the performance, the staff would be given feedback about their performance so that they understand the scope of improvement.
4. Managing the resources in an efficient and effective manner is one of the essential aspects of any business. In order to effectively manage the resources, I would ensure that the resources are being allocated in an optimum manner. First of all, I would ensure that the staff hired is well trained and equipped with the latest industry trends in order to deliver quality services (Sung and Choi, 2014). Secondly, I would ensure that the space of the retail outlets is being utilized in an optimum manner and maximum products are being displayed. Lastly, I would focus on enhancing existing standards of services through introducing the employee feedback system and employee reward system so as to motivate the employees (Bernardin and Wiatrowski, 2013).
5. A. The employees must be able to generate maximum sales by persuading the loyal customers to increase their shopping (Krasteva, Sharma and Wagman, 2015). The employees must be able to deliver timely and accurate services to the consumers and should try to achieve customer delight. The employees must behave in a professional manner and treat the customers with utmost respect and dignity.
B. The performance expectations would be delivered through training and development program for the employees and then feedback would also be conducted frequently in order to track their performance (Pulakos, 2009).
6. Key performance indicators are the parameters that assist to evaluate the performance of an organization (Parmenter, 2015). Now in order to assess the performance of employees the KPIs used would be sales, customer satisfaction level, accuracy and quality of services, employee productivity rate, suggestions per employee and percentage of workforce below performance standards. These metrics would help to assess the performance of employees.
7.
|
Risk |
Likelihood |
Impact |
Mitigation Action |
|
Changing Trends and Preferences of Consumers |
The tastes of the consumers evolve with the time and offering them the old merchandise is jeopardizing the business model. The consumers are more likely to be influenced by the latest trends of fashion, eating and gadgets. Thus, the scenario is most likely to occur at the store. |
The risk could have a significant impact on the store’s revenue and could lead to dead stock because the merchandise would become outdated and thus, would no longer be relevant in the context of the consumer. |
The store must stay updated with the latest trends and fashion among the consumers in order to meet their needs and requirements. |
8. Management by objectives, 360 Degree Feedback and Measuring Service Productivity are the three methods that would be used to evaluate the performance of employees (Cardy and Leonard, 2014). Management by objectives methods would involve developing goals for the employees and then conveying them in a clear and precise manner so that every individual is able to understand his/her goal accurately and then thrives to achieve it. 360 Degree Feedback methods would involve each and every employee of the organization to present the feedback of an individual so that he/she can improve his performance (Aguinis, 2013). Every employee must have knowledge of each and every employee’s roles and responsibility. Service productivity evaluation could involve customer feedback and measuring speed of service delivery.
9.
|
Key Result Area |
||
|
Activities |
SMART Objective |
KPI |
|
1. Sales Training Program |
The sales department would undergo an extensive training program to enhance their skills and adopt the latest industry trends. |
Customer Productivity |
|
2. Evaluation of Performance |
To assess the overall performance of the employees. |
Customer Feedback and Service Productivity |
|
3. Scope for Improvement |
To improve the standards of customer services. |
Sales Revenue and Customer Retention |
10. The new program would aim to enhance the skills of the staff in order to effectively and efficiently utilize the resources. The store manager would be trained about the training program to be conducted for the staff people, about the 360 degree feedback program and measuring the service productivity. This would help the managers to understand the layout of the program and they would be able to carry it out effectively at their stores. The training program would be conducted to equip the staff with the latest industry trends and teach them about the code of conduct and how they should handle critical situations. The store managers would need to understand that every employee must be aware about every employee’s roles and responsibility to facilitate 360 degree feedback program.
11. The performance of the employees would be measured through 360 degree feedback program after every six months so as to help them understand their potential strengths and weaknesses. This would help them to improve their weak area and enhance their overall skills.
12. The performance management system would be evaluated through key performance indicators and monitored through three methods that have been deployed. Management objectives would help to control the activities of the staff people so that they stay on their goal and are not distracted from it. Further, the feedback process would evaluate the performance of the employees every six months to assess whether they are moving in right direction or not. I would also collect information such as customer retention, customer feedback, sales revenue and customer service productivity in order to assess the performance of the employees.
References
Aguinis, H. (2013). Performance management (3rd ed.). NJ: Prentice Hall.
Bernardin, H. J., and Wiatrowski, M. (2013). Performance appraisal. Psychology and Policing, 257.
Cardy, R., and Leonard, B. (2014). Performance Management: Concepts, Skills and Exercises. London: Routledge.
Krasteva, S., Sharma, P., and Wagman, L. (2015). The 80/20 rule: Corporate support for innovation by employees. International Journal of Industrial Organization, 38, 32-43.
Lawlor, K.B. (2012). Smart goals: How the application of smart goals can contribute to achievement of student learning outcomes. Developments in Business Simulation and Experiential Learning, 39.
Parmenter, D. (2015). Key performance indicators: developing, implementing, and using winning KPIs. New Jersey: John Wiley & Sons.
Pulakos, E.D. (2009). Performance Management: A New Approach for Driving Business Results. MA: John & Wiley Sons.
Sung, S. Y., and Choi, J. N. (2014). Do organizations spend wisely on employees? Effects of training and development investments on learning and innovation in organizations. Journal of organizational behavior, 35(3), 393-412.
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