Performance Management Process in Relationships Australia - Case Study Example

Name Course Instructor Date Performance Management Process Relationships Australia is an Organization in New South Wales that offers support to families which face difficult issues and additionally provides resources to those who have less in the society. This organization does not purpose to get profit from its activities. The strategic goals of Relationships Australia include the provision of services that are adaptive and innovative in that the services relating to continuity in the improvement of services and insistence on quality. The organization works to support families with immense need for social and resourceful sustenance. Furthermore, the organization is intent on reaching a wider base to help and influence to the families in need, providing a workforce that thrives and increasing its organizational capacity. This paper hence discusses the development of a performance management system to help Relationships Australia achieve its strategic goals. A performance management system basically comprises of development of employees and appraisal of their performance (De Waal, 2013). An effective performance management system aids in clarifying the responsibilities of the jobs for the personnel and enhancing both individual and group productivity. Furthermore, the system works on the development of employee capabilities to their best through providing avenues for habitual and effective feedback. The performance management system focuses the goals and values of the organization to the organizational behavior as well. The performance management process is thus developed on the basis of its purpose (De Waal, 2013). Based on the strategies of Relationships Australia, the performance management process will use the criteria of service delivery and organizational growth. Given the criteria used to determine the performance management process, the managers of Relationships Australia can hereafter develop key performance indicators for the staff through communication with the employees on the expectations of the organization. Employee input and feedback is extremely essential for the performance management process as they are the ones in contact with the operations of the organization (Rummler and Alan, 2012). Relationships Australia would for instance acquire input from the counseling team on the rate of needs of the families and communities they support in order to determine where the greatest need is. Furthermore, the organization needs to consult with the research and development team to suggest and come up with creative ways that are innovative for the company in terms of providing support to the families in need. The key performance indicators for the counseling team would be the type of need and the intensity of the need. These indicators would help observe the issues that the families are going through and rate those that are dire. The counselors could also specify the needs; whether they are psychological needs, financial needs or social needs. The key performance indicators for the marketing team for Relationships Australia would be the engagement of the social media and the donor growth. Additionally, the team would look at the return on investment from the effort made at fundraising to show how their performance is. A distinctive performance management process begins with performance planning where the management and the employees collectively look at the performance expectations (Cummings and Worley, 2014). Observation of the employee behavior is vital as it determines the way in which the employees execute their work. The relationship between the performance expectations and the behavior of the employees is essential in determining their tie to the strategic goals of the organization. In performance planning, goals need to be clearly established, achievable and linked to the factors of the organization. During the performance management process there is ongoing feedback that takes place. Feedback should be given on daily achievements, exceptional performance and ineffective performance as well. From positive feedback the communication should be to continue with the performance and improve further whereas when feedback is negative the performance area calls for change. It should be noted that effective feedback is a two way process that is constructive with both sides of the feedback paying equal attention to the information being communicated regardless of their rank. The next step is the inclusion of employee input through including their view on their performance on top of what the managers’ ratings are. The employees could additionally appraise each other during the process. Employee input is significant in improving their importance and loyalty to the organization as well (Mone, Edward and London, 2014). Performance evaluation is the preceding step where the organization looks at various characteristics of the employees and relates them to each other together with other parameters to determine the vital competencies and the essential work behavior. This assessment based on models of competency and standards that have been placed to rate performance reflect both the general and specific performance levels of the organization. Following the performance evaluation is the performance review which entails a discussion of the evaluation and provides an opportunity for the planning of future developments for the organization. The successful implementation of the performance management system includes supporting the process with other human resource systems and functions, effective communication, training of the managers and employees then evaluating and perking up the system. A performance gap occurs when there is a difference between the expected performance and the current performance (Rummler and Alan, 2012). The performance gap can thus be identified by use of the competency model which assists in the definition and the skill that is needed in a job. The process for gap identification requires the current recognition of the performance level of the employee being reviewed and the expected standard by the organization. The standards of performance are determined by looking at the goals and the strategies of the organization, the activities that should be implemented successfully in order to achieve these goals; employee capabilities and the constraints that pertain to the particular activities. The solution to the performance gap includes giving priority to the requirements identified through the gap analysis, determination of the root of the problem, the proposition of possible solutions, evaluation of the solution then the implementation. The main stakeholders needed in the implementation of the plan are the families to whom the support is given, the employees, the management and the local authority. The Australian government requires that performance management be credible, be carried out with integrity and it ought to be within the framework of the legislative system. The framework requires that the performance objectives be made clear, regular performance appraisal be done, regular feedback, recognition of performance, development of capabilities and evaluation of the performances. Performance Management Plan The objectives of the plan are to: a) Determine the quality of services provided at Relationships Australia b) Investigate the methods of service delivery c) Analyze the performance gap in Relationships Australia d) Come up with innovative solutions for service delivery in Relationships Australia e) Improve client service at Relationships Australia through the use of technology The goals and objectives identifies will be accomplished through: a) Training of the personnel at Relationships Australia to develop their skills and capabilities b) Motivating the personnel to encourage them to provide quality services c) Appreciating the employees to enable them boost their self confidence thus providing quality and innovative service The management of Relationships Australia is in charge of all approvals and as such will be consulted to decide and agree upon the performance management plan. Furthermore, the employees will be made aware of the process should the management agree. The appraisers will further notify the relevant authority on the process taking place to ensure compliance. Both the management and the employees have to be committed to the activity to ensure its success. The competency model will be used to implement the performance management plan. The following parameters will be used to determine the competency of the personnel a) Excellent service delivery to all stakeholders of Relationships Australia b) Use of intuitive judgment to consult higher level management on problematic issues c) Comes up with appropriate solutions in designated area of work d) Follows set procedures and policies of the organization e) Demonstration of willingness to learn The performance review is outlined in the table below Key competency Expected performance Rating Excellent service delivery Average length of time for service delivery Appropriate solutions Types of client needs Intensity of client needs Following of standards of operation Appropriate service delivery Willingness to learn Training time Based on the review above, the employees will go through an evaluation to determine their rate in the organization then proceed to training in the area that needs correction or improvement. The best way to provide training would be on the job with provision of development handbooks to assist in learning. The training needs will be addressed by targeting the ones affecting most employees first then following up with the rest. Use of technology will be advised to save on resources and also due to its effectiveness. Expectations that are below the set standards will be communicated to the employees with options to improve or change positions. After evaluation, should the employee still perform poorly then in compliance with the regulations, may be forced to termination due to a breach of contract. The employees will receive their results through their emails. The results will be made private with the exception of those who have exceeded expectations to be set as role models. Evaluation will be done by the managers and the ratings will be given from changing sources to ensure fairness. Training and Development Plan Employee knowledge and skills gap Organizational outcome needed Learning and development outcomes required Key performance indicators Poor service delivery Excellent and quick delivery of services Faster service delivery Average time for delivery of service Poor communication Prompt and appropriate feedback Relevant and timely communication to superiors Improvement in communication The HR manager will inform the respective employee of the training and development plan personally to reinforce the importance of the process. The training will be in a classroom format to help the trainee get comfortable with the roles and additionally acquire immediate feedback from the trainer. The employee is expected to learn more on service delivery and the importance of communication so as to operate effectively in the organization. Should the outcome of the training be negative then the employee will be required to change positions in the organization. Work Cited De Waal, André. Strategic Performance Management: A managerial and behavioral approach. Palgrave Macmillan, 2013. Cummings, Thomas G., and Christopher G. Worley. Organization development and change. Cengage learning, 2014. Mone, Edward M., and Manuel London. Employee engagement through effective performance management: A practical guide for managers. Routledge, 2014. Rummler, Geary A., and Alan P. Brache. Improving performance: How to manage the white space on the organization chart. John Wiley & Sons, 2012. Appendices KPI COMMENTS Improvement in productivity Administrative expense Average length of time for service delivery Engagement of the social media Number of clients counseled Types of client needs Intensity of client need Average dollar per donor Employee turnover Training time Cost of training Cost of research and development Improvement in communication PERFORMANCE APPRAISAL FORM Employee Name ……………………………………………………………………………… Job Description ………………………………………………………………………………… Supervisor ……………………………………………………………………………………….. Date of Hire …………………………………………………………………………………….. Date of Appraisal …………………………………………………………………………….. Period of Appraisal ………………………………………………………………………….. Appraised by: …………………………………………………………………………………… Ranking : 1- Excellent performer 2- Meets expectations 3- Should improve 4- Change of position recommended Knowledge and skill Ranking Comments Work knowledge Work quality Productivity Interest in work Interest in organization Organizational loyalty Flexibility Reliability Accountability Communication Work relations Habits at work Attitude at work Other Accomplishments _______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ Areas for development _______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ Appraiser’s rating and comments _______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ Appraiser’s signature ___________________________________ Date ____________________________________ Employee signature ___________________________________ Date ___________________________________ Training and development Analysis Name of employee : Job title Analysis done by: Major responsibilities of title Training needed? If yes, identify what training needs exist How will this be achieved? When? Training provider? Yes No Quick service delivery Excellent communication What are the expected achievements for the period ahead? How are we going to make this happen? Training Evaluation Template a) Did the trainer deliver the subject effectively? _____________________________________________________________________________ b) Was there an opportunity to seek clarification on the subject? _____________________________________________________________________________ c) Were the answers satisfactory? _____________________________________________________________________________ d) Was the trainer professional? _____________________________________________________________________________ e) What did you like most about this training? _____________________________________________________________________________ f) What aspects of the training could be improved? _____________________________________________________________________________ g) How do you hope to change your practice as a result of this training? _____________________________________________________________________________ h) How would you rate the trainer in general? _____________________________________________________________________________ Read More