Question

• Preparing sandwiches

• Baking bread and cookies

• Making sure that shelves and displays are organized and attractive

• Working at the cash register

• Assisting customers with their questions about merchandise

• Providing efficient service

• Helping customers during checkout

Employees are expected to be helpful, friendly, and fun. The company emphasizes good quality customer service to build customer loyalty.

If you were designing a performance management system for this company, what would it look like? Assuming that the company is interested in providing feedback to employees on a regular basis but also in tying pay to performance, propose a performance management system for the company. Please make sure that your answer includes specific details such as the forms to be used and the criteria with which performance will be measured.

Answer 1

Performance management system should emphasis on bringing achievement towards organizational goals and objectives. Further, goals of team and individual should be aligned with organizational goals. Further, the purpose of performance management system is to encourage team and individual to improve performance over time, understand training needs of each individual and team, implement human resource practices over time.

Criteria with which performance can be measured, here, Organization should measure behavioral characteristics of each employee, they should define key performance areas, key performance indicators as applicable, they should mention timeline for each target, and leadership team should bring emphasis on how such performance can be attained by implementing human resource practices.

Further, organization should include feedback to each employee over regular interval that could point out their achievement and several areas that are left out. Hence, they further need training on the areas which are not fit for team members.

For example, if key result area is about reducing production defects in a particular process area, key performance indicator could be number of defects reduced over time, the targets can be mentioned for an quarter like reducing 5% defects and achievement can be evaluated against performance done by the team members. The feedback process could emphasis on their achievement for each task, and how such tasks have served the purpose of customers.