1. BU7200 Advanced Supervisory Management
Answer:
Requirement 1:
Goals are the most essential component to attain the success in any kind of endeavour
which also includes the business world. Goals gives benefits in many areas such as
attainment, motivation, and planning of quick results. It has been observed that defining
and setting goals to fulfil the objectives of the company. Setting goals or objectives enhances
the persistence of the employees and therefore converts efforts into motivation and
commitment (Landers, Bauer and Callan 2017). Goal setting is considered as the most
lucrative manner for initiating effective performance among the workforce (Armstrong
2021). It enables the employees to understand their roles and responsibilities and act
accordingly (DeNisi and Murphy 2017). The employees are aware that what the company is
expecting from them and so they have operate accordingly in order to fulfil such
expectations. Thus, it can be said that it provides proper direction to all the employees in
the organisation. In addition to that, it also motivates them at workplace and improves their
over performance. It is observed that when the employees have defined goals, they will be
focused and committed at workplace since they will be knowing the way in which they can
perform well and enhance their overall productivity and presence at workplace. Moreover,
the employees would be able to assess their overall performance in a more efficient and
effective manner. Goal setting would enable the employee to analyse and understand were
their overall production is lagging and thus allow them to take necessary steps to overcome
such laggings and attain the required production.
It is also observed that the goal setting will also be helpful to the management in
performance management in the given case company. Management is required to set and
communicate such organisational goals and the ways they link to the work group and
individual performance so as to energise their workforce to attain the desired outcomes
(Cappelli and Tavis 2016). While developing goals, the management and the employees can
communicate regarding the ways in which employees accomplishments would support
these goals. This communication during goal setting will enable the management to
understand the mindset and future planning of the employees and thus the management
will be able to forecast whether employee will be able to attain those set goals or not. In
addition to that, goal setting process will also enable the management to understand the
2. capability of each employee and set goal for each one accordingly. Thus, it can be said that
the management will be able to set the goal in an effective manner. Furthermore, goal
setting process will also enable the top manager of the case organisation to effectively
monitor and analyse the performance of each employee in a more efficient and effective
manner. When there will be set goals for each employee then the manager can easily
evaluate the overall performance against the set goals and understand whether the
employees are performing according to the set goals or not. Moreover, it will also help the
manager to understand were an employee is lacking and the manager can provide the
necessary support to overcome their laggings and boost up their overall performance so
that the performance of the entire firm can be improved.
Requirement 2:
Evaluation form is regarded as the document which is utilised to evaluate the performance
of the employee at workplace (Mone and London 2018). It is observed that one of the key to
success of the performance management procedures is to have effective evaluation forms of
the employee (Arnaboldi, Lapsley and Steccolini 2015). The key to the employee evaluation
form is to make sure that the company gather all the important information in an easy to
determine sheet. Once the company figures out the aspect of the performance which is
important for it, it is essential for it to ensure those aspects are well demonstrated on form
either on the numeric scale or in the open-ended form for more effective and elaborate
feedback from Elaine. Feedback can take place on the casual basis through email or during
the 1-to-1 conversations. A more effective and formal approach will be during the meeting
for performance review. This particularly emphasizes on the performance of the employees
since it relates to that role and responsibilities of the individual. The below form can be
utilised to conduct the evaluation to recognise the achievement of the goals by Elaine:
Evaluation Activities
Service rating
12. 5
Excellent
The major feature of this above developed form for Elaine which makes it one of the most
performance evaluation form are stated below:
Easy to use: It has been ensured that information that the developed evaluation form seeks
is concise and clear. It gives instructions which can be understand easily by the manager
and employee as they finish the form.
Clearly described rating scale: It is quite essential to keep ratings consistent and fair and
objective and so this form has been developed in this manner. Likert scale or five-point
scale has been utilised in evaluation form and thus the evaluation form provides the
mangers to rate the staffs either above or below average.
Requirement 3:
There are certain steps via which manager or supervisor can provide constructive and
positive feedback to all its employees on their performance which are stated below (Rony et
al. 2020):
Be specific and problem-focused: A significant part of providing feedback to the employee
regarding how they can improve performance is to tell them the reason behind providing
this feedback. Most of the time, employees do not have the context or background on the
issue. Thus, if essential then provide them the sense of the ways in which this issue is
affecting the manager and entire organisation.
Talking about the entire situation and not about the individual: Constructive feedback is
observed to be emphasized on the impartial observations and results and not on the
13. personal attributes of the employee by its nature (Kuvaas, Buch and Dysvik 2017). Thus,
feedbacks which are focused on individual might be taken as the attack which is motivated
by their personal feelings instead of objective facts. Thus, by discussing regarding the
situation instead of personal opinion, the manager is demonstrating that he is concerned
regarding resolving the issue and not criticizing him/her.
Giving praise: Providing positive feedback is quite necessary for the managers. Moreover,
acknowledging the positives among the negatives can be regarded as an effective manner to
reinsure the employees that the manager has not lost his/her perspective. In addition to
that this also tells the workforce that they are not being criticized for their performance;
just some aspects of their job requires prior attention.
There are certain steps which the manager of Midland Groceries Ltd. can follow in order to
recognise the opportunities for professional and personal development of the employees
which are stated below (Buckingham and Goodall 2015):
Setting clear goal for every role: In order to recognise the professional and personal
development opportunities, it is quite necessary to set precise goal for every role in the
organisation as this would develop a benchmark for monitoring the performance of each
employee.
Monitoring employee performance: Monitoring and measuring the overall performance
must be embraced as the means of supporting the staff and could be valuable technique in
recognising the development opportunities.
Employee feedback: Employee feedback could be valuable to identify such development
opportunities as the development opportunity is regarding them and so their opinion
matters in this case.
Evaluation: Evaluation process would enable the manager to recognise the professional and
personal skill gaps of the employees and thus enable to recognise the development and
training needs which are specific to each employee.
Making most of the personal development plans: Providing employee with the opportunity
to lead the personal development could have the profound effect on their engagement and
their motivation in the business. Well-administered personal development opportunities
enhances the communication and will also enable to recognise any relevant development
needs.
Setting up the system of coaching and mentoring: Closely aligning the employees with the
mentor will enable to build up the skills while recognising the additional development
requirements. Mentoring programmes are considered as the best way to help the
employees succeed in their respective careers and could be as effective for mentors as they
are for mentees.
Requirement 4:
Keeping records of customer complaints and resolutions gives certain number of legal
benefits and practical business and some of such benefits are stated below:
Detecting the patterns: It is generally observed that businesses which maintains the
philosophy that “customer is always correct” would face the share of complaints. Certain
14. customer are not satisfied easily. In addition to that, the case company might have certain
customers who attempts to scam the salesperson or work system by continuously
complaining in order to get the free stuff and refunds. Moreover, by sustaining and tracking
the customer complaints, the manager of case company can identify the ongoing patterns
with same customer if it becomes apparent that letting that customer go is the best move.
Legal protection: Maintaining complaint records is also good for legal protection. Records of
such customer complaints can give certain protective value. In case the customer makes the
complaint regarding the manner he was being treated or the experience with the good
which is observed to be false and damaging then these records might serve as major part of
the company’s defence. At the minimum, they can showcase consistency and the nature of
the complaints from the customers and logs of responses from the company.
Employee training: It is observed that generally the firms hold onto print, recorded phone
calls and records related to electronic complaint for training purposes. Thus, regardless of
whether the customer handling employee has resolved this complaint in an effective
manner or not, the case company that is Midland groceries ltd., can utilise such records to
help demonstrate the ways in which the things can be done in the appropriate manner or
rather talk about effective ways to do such things. In case the complaints are service or
product-specific then the case company can utilise such complaints to help facilitate the
building up of more effective solutions. Thus, the case company can utilise such recorded
customer complaints to provide adequate training to all new employees so that they can
understand the ways in which customers are handled in this company. The new employees
can work more adequately and handled the customer complaints of the company more
effectively due to this effective training.
Relationship management: Resolving the complaints of the customers is observed to be an
essential part of the ongoing relationship administration or management. Sustaining the call
log enables this case company to keep track of the recurring issues with its customers. In
case it is essential, the case company can escalate the complaints of the customers for rapid
resolution in order to prevent the alienating customers that is driving the customers away
from the company and experience the unfavourable word-of-mouth. The case company can
look for the regular complaints which needs developing of the tactics related to consistent
troubleshoots. In addition to that, such approach enables this company to resolve the
problems more quickly or rather avoid them from taking place in the company. Thus, it can
be said that handling or maintaining records of such customer complaints is quite effective
in the relationship management of the company.
Requirement 5:
Weekly Roaster for 6 employees
Member Name
20. -
-
References:
Aguinis, H., 2019. Performance management for dummies. John Wiley & Sons. (Aguinis
2019)
Armstrong, M., 2021. Performance management.
Arnaboldi, M., Lapsley, I. and Steccolini, I., 2015. Performance management in the public
sector: The ultimate challenge. Financial Accountability & Management, 31(1), pp.1-22.
Buckingham, M. and Goodall, A., 2015. Reinventing performance management. Harvard
Business Review, 93(4), pp.40-50.
Cappelli, P. and Tavis, A., 2016. The performance management revolution. Harvard Business
Review, 94(10), pp.58-67.
DeNisi, A.S. and Murphy, K.R., 2017. Performance appraisal and performance management:
100 years of progress?. Journal of applied psychology, 102(3), p.421.
Kuvaas, B., Buch, R. and Dysvik, A., 2017. Constructive supervisor feedback is not sufficient:
Immediacy and frequency is essential. Human Resource Management, 56(3), pp.519-531.
Landers, R.N., Bauer, K.N. and Callan, R.C., 2017. Gamification of task performance with
leaderboards: A goal setting experiment. Computers in Human Behavior, 71, pp.508-515.
Mone, E.M. and London, M., 2018. Employee engagement through effective performance
management: A practical guide for managers. Routledge.
Rony, Z.T., Yasin, M., Lubis, F.M. and Syarief, F., 2020. The role of active constructive
feedback in building employee performance (Case study at a private construction company
in Indonesia 2018-2019). International Journal of Psychosocial Rehabilation, 24(08),
pp.9350-9359.
