1. What is Performance?
Performance is defined as the establishing a shared understanding about how and what is to be achieved, in accordance with the organisational targets. It is getting in line with the objectives and agreed measures, skills, competency to achieve targets, development plans and the delivery of results. It is always to be improved, learning and development is the most important need to keep up with the performance at all times.
2. KPI analysis: Read the scenario below
You are a manager of a new call centre team.
The call centre has 30 full time and 30 part time call centre consultants. The consultants are there to take calls from motorists whose vehicles have broken down. Consultants are the first voice that motorists …show more content…
The performance management system must be able to identify most important areas of responsibility and develop measurable goals. Furthermore, it should create individual development plans to improve skills in target competencies. It is very important to monitor performance through specific tracking tools, provide coaching and feedback.
6. List the four groups who are involved in Performance Management?
There are four groups who are involved in performance management system:
Worker level- the skills, motivation, and actions of individuals and teams.
Work level- the design of work tasks and processes, especially cross functional processes.
The most regular reason of unsatisfactory performance can be identifies as under:
Workplace level- the design of the organisation, its governance, polices, strategies, and culture. These all promote or hinder performance. An example for the same is: policies and cultural practices have a huge impact on innovation and agility. Pressurising the employees will not help in any way to change this.
7. List three policies that you may need to follow that are related to performance management?
The policies which are related to performance management are:
• continuous development policies
• professional development
Performance is defined as the establishing a shared understanding about how and what is to be achieved, in accordance with the organisational targets. It is getting in line with the objectives and agreed measures, skills, competency to achieve targets, development plans and the delivery of results. It is always to be improved, learning and development is the most important need to keep up with the performance at all times.
2. KPI analysis: Read the scenario below
You are a manager of a new call centre team.
The call centre has 30 full time and 30 part time call centre consultants. The consultants are there to take calls from motorists whose vehicles have broken down. Consultants are the first voice that motorists …show more content…
The performance management system must be able to identify most important areas of responsibility and develop measurable goals. Furthermore, it should create individual development plans to improve skills in target competencies. It is very important to monitor performance through specific tracking tools, provide coaching and feedback.
6. List the four groups who are involved in Performance Management?
There are four groups who are involved in performance management system:
Worker level- the skills, motivation, and actions of individuals and teams.
Work level- the design of work tasks and processes, especially cross functional processes.
The most regular reason of unsatisfactory performance can be identifies as under:
Workplace level- the design of the organisation, its governance, polices, strategies, and culture. These all promote or hinder performance. An example for the same is: policies and cultural practices have a huge impact on innovation and agility. Pressurising the employees will not help in any way to change this.
7. List three policies that you may need to follow that are related to performance management?
The policies which are related to performance management are:
• continuous development policies
• professional development