ONE QUESTION (DUE 5/31/16 by 1700 MST) What is missing in the performance manage
ID: 458509 • Letter: O
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ONE QUESTION (DUE 5/31/16 by 1700 MST) What is missing in the performance management process? In what ways would improving the performance management process help improve discipline and morale at Modern Office Supply? There are no “right” or “wrong” answers, only well-substantiated opinions based on critical analysis. Regardless of your responses, be sure to substantively support your answers with references to the text and/or outside sources.
Sorry Im late, sighs Fatima as she flops into a chair next to you at a local coffee shop. Something came up at work. Lately, theres always something going wrong. Fatima is part of your study group for the PHR certification exam that meets at the coffee shop once a week and shes having trouble making the weekly meetings on time. She goes on to explain that her job in HR at Modern Office Supply has become one discipline problem after another and she doesnt know how much longer she can stand the negativity and tension. Modern Office Supply has 200 employees in two locations in Kansas City, selling office furniture and supplies from an orig-inal Warehouse Showroom, and a second retail-only location that opened three years ago. Fatima joined the company two years ago after a college internship. She works with another HR manager who has been with the company since it started 15 years ago. Fatima explained to the study group that discipline and morale has been going downhill as long as shes been there. Employees are complaining that the family atmosphere: is dis-appearing and they are starting to feel disconnected. She explains that the company picnic last week was a disaster, with most of the warehouse staff showing up late after having their own pre-party. I didnt tell Ben, the senior HR manager, but I think they may have even met with a union organizer,says Fatima wearily.
When your study group pressed Fatima for more information she shared the following: ? Ben has asked Fatima to make sure that performance appraisals are all up-to-date. She has found that only 60 percent of the appraisals are current. She has met with indifference or resistance from the managers who are behind in completing appraisals. ? There is only one appraisal form for all non-exempt hourly workers. Ben created the form several years ago so it would be fast and easy for supervisors to complete without much training. Employees are rated either 1 (Unsatisfactory), 2 (Improvement Needed), 3 (Satisfactory), 4 (Very Good), or 5 (Outstanding) on the following work traits: ? Adaptability ? Appearance ? Communication ? Decision making ? Dependability ? Interpersonal effectiveness ? Quality of work ? Quantity of work ? Teamwork
Each trait has room for a supervisor comment. Space is left at the end for the supervisor to make comments and suggestions and for the employee to write a comment. ? Supervisors complete the form quickly and often write good job or can do better in the space for comments. Ditto marks are often used in the comment space rather than repeating written comments. Completed forms are frequently sealed in an envelope and given to employees with instructions to read them over and return them to HR with comments and a signature. A few employees report that they havent received appraisals in years, although their files contain unsigned copies of the forms. ? Ben is sure that hes trained the supervisors on how to complete the forms, but there hasnt been any training that Fatima has been aware of since she started with the company.
Complaints from customers and co-workers about rude behav-ior and late deliveries prompted Fatima to meet with delivery driver Gale today about improving his performance. Gale felt he was being singled out as a minority and added, Im no worse than any other driver here! He produced a copy of his last appraisal form with 4 (Very Good) marked in every category except for 3 (Satisfactory) for Quality of Work and Quantity of Work. Fatima took quick look at the appraisals for four other drivers, including the ones that complained about Gale, and found similar ratings in most categories except 4 (Very Good) for Quality of Work and Quantity of Work. Fatima completed a written warning and made a note to speak to Gales supervisor. ? Rosa, a new customer service representative, came to Fatima in tears because she thinks her manager hates her. Her performance appraisal was a mix of 2 (Improvement Needed), 3 (Satisfactory),
and one 4 (Very Good) rating for Adaptability. Rosas supervisor, Kelly, was surprised when Fatima questioned her about the appraisal. Its a tough job, she said. Rosas only been here a year and she still has a lot to learn. I cant honestly say that shes Very Good yet. I only have a couple of reps that actually deserve an Outstanding rating. ? Evaluations at the retail location seem to be slightly higher and as a result, salaries of the retail location employees have grown slightly higher than at the original warehouse showroom over the last three years causing tension between the two groups of employees. ? All managers are evaluated annually by Hector, Modern Offices owner and founder. He uses an MBO process that includes meeting with each manager to assess the prior years perform-ance and jointly set goals for the next year. Hector loves the per-sonal contact with the management staff, but growth and expansion in the last three years has left Hector with more man-agers, less time for their assessment meetings and little discus-sion about personal performance the rest of the year. Hector doesnt seem to review the prior years goals before the meet-ings anymore, so managers are beginning to set easily achiev-able goals, knowing that Hector is getting out of touch and that the meeting doesnt have any consequences. Fatima adds, Ben set up the performance management system years ago when the company was about half the size it is now. It worked when Ben and Hector knew everyone, but weve really out-grown it and it shows. We cant afford a modern web-based system
right now, but something has to be done. All I do anymore is listen to complaints and file disciplinary warnings. Ben wont fire anyone who deserves it because the appraisals arent current and hes afraid theyll sue or claim discrimination. Im starting to hate my job. Your PHR study group agrees that the issues at Modern Office would be improved by applying some of the concepts youre review-ing for the certification exam. Fatima agrees and asks you to help her create a proposal to improve the performance management process at Modern Office.
Explanation / Answer
Coordination and execution is missing in the performance management system also their are lot of loop holes like their has been personal enimity due to which the appraisals have not been good. Ultimately resulting into difference of opinion. Fatima when she highlighted the issue was shocked to hear the personal grievances of the employees those affected their performance and lately that resulted into dissatisfaction amongst the employees. The performance management system was well coordinated but had the problem in execution also this laid to difference of opinion. To improve the performance management system in her office she has to ensure and see that the staff is always taken into confidence and gradually making them understand that what is expectde from them. Each and every employee has to be counselled and clearly told the scope of work which they are suppose to perform. The parameters need to discussed with them for the whole year. One has to also see that all the difficulties has to be addressed in time for the employees. To get the best support and result from the employees the Standard Operating procedures has to be clearly defined with one xerox copy given to each employee so that they are aware of the repurcassion. She has to continously take meeting and review of their employees and see that the staff has full confidence in her. The welfare and recreational activity has to increase to have the good bonding among the staff which will ultimately result into good performance system.Fatima is interested to create the proposal to improve the performance management process at Modern cafe by understanding the employee needs and their comfort during the performance appraisal. When we have all the things in place this will ensure that the staff is diciplined and the procedures laid down by the company are strictly followed.
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