Discuss the below:
Scenario:
You will take on the role of a consultant to evaluate this organization's performance management system and make recommendations that will help the organization better manage employee performance. You recently received an e-mail from Mabel Banks, chief financial officer, outlining her concerns and requesting your assistance.
To read the e-mail from Mabel Banks. = Read the last page
Directions:
Part A: Develop a letter for the organizational leaders.
Create a 1-2 pages:
• Explain the importance of managing employee performance.
• On the basis of a review of company information, describe how your consulting services will assist the company in addressing its organizational problems.
• On the basis of research and theory, mention current organizational practices of performance management as well as apparent issues.
The letter should follow formal business format standards. Business letter templates are available from https://office.microsoft.com/en-us/templates if needed.To cite the scholarly sources you use to present research and theory, use parenthetical citations in the body of the letter and then include your list of references on a page following the letter.
E-mail from Mabel Banks
Good afternoon,
As you know, we recently expanded BANKS Industries and have added a subsidiary. Due to increased sales from this personal computing device line of business, we opened a customer service center in the U.S. The expansion happened rather quickly and we used a lot of the policies and procedures in place from our other branch. However, it seems that this may not have been the most effective solution to the challenge, as we are experiencing some performance management issues in the new customer service center. I would really like your input as we work to resolve inefficiencies in the organization.
Our current approach to performance is mostly a critical incident technique. Our managers make note of poor or excellent performance as they see or hear it. This is then reported to employees on a semi-annual basis. We've recently started to use an evaluation form, as our managers wanted a more formal document for this purpose. You've seen the form that we're using and understand that both the call center manager as well as the district manager provide input. The call center manager takes both his/her information as well as that of the district manager and creates a final evaluation. Once that is done, the call center manager meets with the employee and discusses the results. The evaluation is then stored in the employee's personnel file. On the second evaluation each year, the employee is eligible for a merit increase based on the evaluation outcome. I would assume that because few employees have perfect scores that there is room for training and development; however, even the free training that we make available to employees is not being used.
As you may know, BANKS prides itself on the family environment it has maintained from its inception, and continues to place a great deal of importance on its most important resource - employees. BANKS has created an engaging, supportive work environment through careful job design and organizational planning when it comes to our other lines of business. BANKS has been honored with several awards based on employee feedback, including 2010 Best Place to Work, 2009 Flexible Workplace, and 2009 Innovative Workplace. BANKS listens to its employees and works with a variety of diverse employee teams to ensure that employees' needs are met. However, the customer service center seems different - disengaged to some degree. We have a good pool of decent employees, but I would like to develop their skills and get them more aligned with believing they are members of the BANKS family, taking ownership of their influence on customers and helping us to continue to grow. As it stands, our customer service is not rated poorly, but it is not recognized for excellence, either. Our growth plan for the next five years depends a great deal on our ability to retain and add customers, and if we don't refine our skills, we won't accomplish that goal.
I look forward to your suggestions regarding this issue.
Sincerely,
Mabel Banks
CFO