09 Performance Management and Appraisal
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Transcript of 09 Performance Management and Appraisal
Continuing Case:
Carter Cleaning Company
Prepared byGroup Dynamic
Kelvin Lye, Wong Shwu Fen & Masood
Performance Management and Appraisal
Attracting – DEVELOPING - Keeping
Case Details
Problem? No formal evaluation of employee’s performance for all these years
Reasons?1. Jack has many other priorities (boosting
sales, lowering cost etc.)2. Staff turnover (employees not staying long
enough to be appraisable)
How?(Informal
)
Manual Workers• Praise them for job
well done• Give criticism when
things don’t look right
Managers• Inform them directly
about store problems• Give useful feedback
on where they stand
Case Details
Solution?
Use more formal appraisal approach
Manual Workers• Include criteria such as
1. Quality2. Quantity3. Attendance4. Punctuality
Managers• Include a list of quality standards
for matters such as1. Store cleanliness2. Efficiency3. Safety4. Adherence to budget
What should be included?
Questions
Question 1Is Jennifer right about the need to evaluate the workers formally? The managers? Why or why not?
Question 2Develop a performance appraisal method for the workers and managers in each store.
Question 1Is Jennifer right about the need to evaluate the workers formally? The manager? Why or why not?
Jennifer right?
Need to evaluate the workers and manager formally
Why?
YES!
Question 1Is Jennifer right about the need to evaluate the workers formally? The manager? Why or why not?
Why?
Through formal performance appraisal,manager and workers will know• Scope of appraisal• Guidelines of appraisal • Consequence action related to
appraisal result.
Translate the employer’s goals into specific employees’ goals (Manager and workers’ goals aligned with CCC’s goal)
Store manager and workers assist in1. Identify and set the expected goal
(SMART)2. Avoid counter productivity goal
Question 1Is Jennifer right about the need to evaluate the workers formally? The manager? Why or why not?
Why?
Standards of performance
Manual Workers• Include criteria such as
1. Quality2. Quantity3. Attendance4. Punctuality
Managers• Include a list of quality standards for
matters such as1. Store cleanliness2. Efficiency3. Safety4. Adherence to budget
Through formal performance appraisal,manager and workers will know• Scope of appraisal• Guidelines of appraisal • Consequence action related to
appraisal result.
Question 1Is Jennifer right about the need to evaluate the workers formally? The manager? Why or why not?
Why?
Manager and workers will have an appointment for developing a plan
• for correcting any deficiencies• to reinforce the things that managers
or workers do correctly.
Many employees didn’t stick around long enough to be appraisable
Positive feedback
Negative feedback
Promotion or salary arise
Need training or counseling
Solve the problem
Consequence action related to appraisal result
Question 1Is Jennifer right about the need to evaluate the workers formally? The manager? Why or why not?
Why?
Result of appraisal is exhibited manager or workers’ strengths and weaknesses
Career planning decision
Affect
• Provide opportunity to review the manager’s or the worker’s career plans
BACK
Question 2Develop a performance appraisal method for the workers and store managers in each store
A perfect appraisal method could be achieved over time, but at the moment we recommend the following appraisal method for Workers and Managers at CCC to best meet the owner’s ends.
A perfect appraisal method could be achieved over time, but at the moment we recommend the following appraisal method for Workers and Managers at CCC to best meet the owner’s ends.
Question 2Performance appraisal method for the workers
Effective appraisal method?
We need to1. Measure the work output2. Base our appraisal on actual job duties
1. Graphical scales in this specific case2. Behaviorally Anchored Rating Scale
(BARS) with lower considerationRecommended techniques?Appraiser
?Feedback
?
Store manager
Given by store manager
Question 2Performance appraisal method for the workers
Graphical Scales
• Provides the appraiser with easily interpretable data
• The preferred traits are listed with a range of performance.
Quality Quantity Attendance Punctuality
In this example, what are the preferred traits?In this example, what are the preferred traits?
Question 2Performance appraisal method for the workers
Excellent“the Worker performs with highest motivation and dedication”
Very Good“Very Good performance, but no extra”
Satisfying“the Worker
performs his work, but not at his best”
Bad“The worker fails to
perform well, intentionally or unintentionally
Very bad“The worker performs intentionally bad, and decreases quality”
Quality“in terms of quality, is his work output satisfying customers?”
Quantity“in terms of quantity, does he work efficiently, or just wastes time wandering around”
Attendance“in terms of attendance, is the worker always attending work?”
Punctuality“in terms of punctuality, is the worker on time?”
Graphical Scales - Example
Question 2Performance appraisal method for the workers
Outstanding
Terrible
Satisfying
Bad
-Arrives at the shop few minutes before opening.
-Arrives at the shop sharp on time.
-Arrives at the shop within one hour after opening.
-Arrives at the shop between two to three hours after opening.
-Arrives at the shop after four hours.
Behaviorally Anchored Rating Scale
• Provides the appraiser with numerical scale to evaluate workers regarding one of their most critical behaviors.
A critical incident considering punctuality could be:A critical incident considering punctuality could be:
Question 2Performance appraisal method for the store managers
Effective appraisal method?
We need to1. Measure the personal competencies
and objective achievements2. Base our appraisal on generic
dimensions and actual job duties
1. Management by Objectives (MBO) in this specific case
2. Graphical Scales with lower considerationRecommended techniques?Appraiser
?Feedback
?
Jennifer or other directors
Given by Jennifer or other directors
Question 2Performance appraisal method for the store managers
Management by Objectives (MBO)
• Provides the appraiser with deeper goal setting of the organization
• Organizational-wide goals are better measurable using MBO, especially for shop managers.
CCC branch-wide goals:1. Quality in terms of cleanliness2. Quality in terms of work safety3. Quality in terms of work efficiency4. Quality in terms of financial
management
• As there is no departments, the goals are discussed within the framework of branches.
• All branches have the same structure, hence the expected results would be the same for the job description of the store managers.
In this example?In this example?
Question 2Performance appraisal method for the store managers
Management by Objectives (MBO)Example
Question 2Performance appraisal method for the store managers
Graphical Scales
• Provides the appraiser with easily interpretable data
• The preferred traits are listed with a range of performance.
Efficiency Cleanliness Safety Adherence to budget
In this example, what are the quality standards?In this example, what are the quality standards?
Progress Rating of success and effectivenessObjective 1:Safety: In Terms of Safety, how has the manager performed in applying TQM in terms of Safety in the work area?
Outstanding Dissatisfying
Objective 2:Cleanliness: In terms of 5 s of operation in the shop, how has the manager performed to maintain neat and clean work area?
Objective 3: Efficiency: In Terms of Efficiency , how has the manager performed to reduce unnecessary costs?
Objective 4:Adherence to budget: In Terms of Budgeting, how has the manager performed to maintain financial balancing fit?
Graphical Scales - Example
Question 2Performance appraisal method for the store managers
Acknowledgement
Thank You!