Hello Michael,
We are proud to communicate our message to you about our immense satisfaction on your performance. The board has been immensely pleased by your performance in the customer service area. The positive feedbacks of the customers in the last few years have proved the actual turnaround of our company from the gloomy days of the past. There have been excellent efforts by you to go the extra limit to earn the trust of the customers and make sure that they become the loyal customers of the company. The main achievement that you have made possible is the adoption of the customers according to the variety of needs of the customers. Feedbacks from both the customers as well as the employees you work with has been positive enough and the board assures your place in the company intact and integral. The board personally wants to thank you for such an overwhelming achievement and hope that you carry on with your tremendous performance and bring accolades to the industry.
Though the letter is meant for you have been mainly written to congratulate you on your success and deliver the message about your importance to our company, but it also has a secondary but not the least importance. The board has recently been notified that all is not well between you and a section of employees. The board does not know the exact reason behind such a dispute but expects you to resolve all the differences as early as possible. The disputes that have occurred as a result had a effect on your performance and thus it is better to take immediate actions to avoid any damage to your personal and professional reputation. However it must be mentioned that your overall performance has surpassed all the expectations and we expect that problems like the one mentioned above will be resolved at the earliest. The board has decided to award your performance with a all paid tour to Malaysia for three nights four days.
We are looking forward for more such excellent performance from your side. It is expected that the ongoing conflict involving you and your colleagues will be resolved as early as possible.
Yours Sincerely
Thomas Williams
Senior Manager
It is utmost important to have a proper performance management system in an organization to be achieve a high level of customer satisfaction. Customer satisfaction must be the primary focus of each and every organization. Tasmanian Wilderness Lodge has some well set up of rules and regulations in their organizational structure that helps them to achieve a high degree of customer satisfaction.
Communicating the employees about their roles- The management of the mentioned wildlife resort of Australia must ensure to follow some simple steps that can be beneficial for the betterment of the organization (Dusterhoff Cunningham and MacGregor 2014). It is their primary duty to inform the employees about their tasks during the induction period. The management must also make them aware of their demands to understand their
Performing a day to day employee Monitoring system-The day to day monitoring of the performance of the employees helps the management of the mentioned lodge to identify the gaps in the performance of the employees. The management has the capability to identify the training programs of the employees and prepare them accordingly.
Awards and Reorganizations-Awards and recognitions given to the employees help the company to increase the motivation levels of the employees and in turn help the employees to perform in the best possible way to help in the growth of the organizational performance (Caillier 2014). A monthly recognition program along with a yearly awards program is in place for motivating the employees to perform better.
Strategic Planning- Strategic Planning is formulated in such a way that it takes into consideration the different elements of modern business like proper communication, monitoring employee performance as well as reviewing the feedback of the people.
Chloe is one of the many staffs who is engaged in the entry and the reception of the tourists. It is believed that first impression is the last impression and Chloe scores a perfect 10 out of 10. Chloe is smart enough while attending the guests and the tourists in the lodge. She has learnt these techniques and skills from the training program conducted by the company during her induction period. Though her work is termed as one of the best but there are still some problems that threaten to derail her performance. In order to make her fall in line with the organizational strategies and ease her pressure the management must sit down with her to resolve all the different problems.
Some of the steps in the performance issues faced by the organization are;
The initial feedback will be assessed by the organization to identify the problems that are faced by Chloe during her working. The task of the management is to identify the reasons behind the problem and also identify the solutions to tackle the crisis situation (Kampkötter 2017). The feedback must be arranged in a timely and constructive manner. It should not be formulated in such a way that it harms the cause of the employees.
The last few years have saw a rise in the number of tourists coming from South East Asia especially India, China and Malaysia. She is having difficulty in communicating fluently with guests and there have been complaints regarding such a situation as both the guests as well as she is frustrated.
The management of the mentioned lodge is finding it difficult to understand the reason behind Chloe’s certain distraction from work as earlier she used to be extra careful and arrange for some translator. But now she has been finding it hard to maintain the schedule and is even forgetting it at times. The management has collected some necessary information regarding her workplace performance from her colleagues to go in depth of the problem. The collected information shows that Chloe has been lacking in;
Some solutions that can be implemented by the management are;
The steps that are required to be followed in the mentioned lodge of Tasmania are as follows;
Appraised Employees
Miles is the employee who will be undergoing a performance appraisal on the 20th of November, 2017 at 12 PM.
Miles is the full time chef of the lodge. He has been employed in the company for three years.
Appraisal Date: 20th of November
Start Time: 12 PM-1 PM
Employees Appraised: Michael, Chloe and Miles
|
Miles |
Chloe |
Michael |
|
12 PM-1 PM |
1 PM-2 PM |
2:45 PM-3:45 PM |
According to the availability of the employees in the organization Miles is the first on the list. The yearly performance of Miles will be discussed like if it is poor or excellent. After the identification of the problems and the solutions the management will personally sit down with the person himself and will discuss on the issues of conflict and will possibly sort out the existing issues with his performance (Phakiti 2016). The management, in order to reduce the time of the appraisals emails a copy to the concerned persons and mentions the date of appraisals.
|
1 |
2 |
3 |
4 |
5 |
6 |
|
Emails are send to the concerned persons by the management informing about the performance appraisal dates |
E mailing the employees with the self appraisal forms |
Formulating different methods to gather information and forward them to Michael and other employees of the organization on the performance of them in the offices |
Preparing questions and topics Collecting the information |
Completing the own manager appraisal form |
Time and date schedule. |
Collected information about the four people is shown below;
|
Colleagues Viewpoint |
Customers Viewpoint |
General Manger’s Viewpoint |
|
1. Michael has been bit reluctant with his work for the last few months |
1. Michael is one of the best person in the office as he helps us with all the necessary problems and have a friendly manner |
1. Customers are happy about Michael |
|
2. Michael is the best to manage the bars and the outer house of the lodge. He rarely makes mistakes. |
2. Michael helped me when I was unable to understand the system of the hotel. He was very much helpful. |
3. Michael has been getting great reviews from the customers |
|
4. Michael is multitasking thus he takes a bit long time to cope up with all the activities |
3. Michael takes care of every details of the customers |
4. Michael has helped to increase the business of the lodge |
|
Performance Categories |
Score 1-10 |
Comments |
|
1. Adherence to Customers 2. Cost Minimization 3. Customer Service Standards 4. Level of Accuracy in work 5. Personal Presentation 6. Productivity 7. Punctuality 8. Response Times 9. Team Interaction 10. Waste Minimization Employee Signature: Employer Signature: |
Therefore the appraisal systems of the employees will be helpful to produce a proper employee assessment and improve the functioning of the Tasmanian Lodge.
One of the most important tasks of the management of the mentioned lodge is to ensure a fair and unbiased behavior while the company undergoes the evolution process of the mentioned employees.
The management has chalked out some of the necessary strategies to ensure such unbiased behavior, they are;
Follow Up Action
The management of the company has also formulated a special provision for the employees to voice their grievances. The company has a special grievance cell where the employees are free to address and lodge their grievances. The management has formulated the policies of the grievance cell in such a way that it is bound to be neutral. The employee at first submits a written form to the grievance cell of the HR department. After this the concerned department assesses the case thoroughly both internally and externally and it is also necessary for the person lodging the complaint to cite necessary documents. The matter is discussed between the parties and then depending upon the situation an unbiased judgment is provided. Strict actions are taken when found guilty irrespective of the positions a person holds in the office.
References
Bernardin, H.J. and Wiatrowski, M., 2013. Performance appraisal. Psychology and Policing, 257.
Caillier, J.G., 2014. Toward a better understanding of the relationship between transformational leadership, public service motivation, mission valence, and employee performance: A preliminary study. Public Personnel Management, 43(2), pp.218-239.
Dusterhoff, C., Cunningham, J.B. and MacGregor, J.N., 2014. The effects of performance rating, leader–member exchange, perceived utility, and organizational justice on performance appraisal satisfaction: Applying a moral judgment perspective. Journal of Business Ethics, 119(2), pp.265-273.
Kampkötter, P., 2017. Performance appraisals and job satisfaction. The International Journal of Human Resource Management, 28(5), pp.750-774.
Landy, F., Zedeck, S. and Cleveland, J. eds., 2017. Performance measurement and theory. Taylor & Francis.
Phakiti, A., 2016. Test takers’ performance appraisals, appraisal calibration, and cognitive and metacognitive strategy use. Language Assessment Quarterly, 13(2), pp.75-108.
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