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BSBMGT502B
Manage people performance
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Assessment Task 2
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Performance Management
Project
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Table of Contents
1.
Roles & Responsibility
Customer service
- Manage and track customer orders from purchase to
final shipping.
- Identify and manage customer service resources.
- Maintain documentation to track customer requests
and inquiries.
- Provide administrative and operational assistance
to ensure smooth product delivery to customers.
- Deliver prompt and professional solutions for
customer inquires via phone, email, online chat etc.
- Provide customers with product information,
availability, lead-time and making product recommendations.
- Create and run reports as necessary to discover
or track customer ordering trends, manufacturing lead times, testing
timetables, etc.
- Resolve customer inquiries in timely and accurate
fashion to ensure customer satisfaction.
- Develop standard procedures and policies to
better serve customers.
- Manage recruiting, training, and performance
management of customer service associates.
- Evaluate customer support results and prepare
action plan for improvements.
- Resolve problems that affect the service,
efficiency, and productivity of the customer service associates.
- Perform business market analyses to determine
customer needs and new opportunities.
- Implement strategic plans to improve customer
service and company’s revenue.
- Ensure to provide 24/7 support of exceptional
customer service.
Supervisor
ROLES
OF SUPERVISORS
- Coach
- Mentor
- Advocate for Organization
- Advocate for Employee
RESPONSIBILITIES
OF SUPERVISORS
- Support of Human Resources Department
- Personnel Policies and Procedures
- Staffing
- Employee Training and Development
- Employee Performance Management
Manager
As a manager, you have a responsibility to recognize
and reinforce strong performance in your employees, and identify and encourage
improvement where needed. But to begin with, you need to view performance
management as a two-way discussion that goes on throughout the year. Your
employees should never be surprised by the ratings and feedback they receive in
their formal performance reviews.
- Use the performance management process as a
valuable tool for supporting employee development and improvement.
- Determine an appropriate schedule for regular
performance conversations with those you manage directly.
- Deliver regular positive and constructive
feedback.
- Check-in on goal progress
- Communicate and revisit performance expectations.
- Improve your management and leadership skills.
- Acquaint yourself with the different management
needs of the different generations.
- Coach your employees in a way that strengthens
two-way communication and reinforces desired behaviors.
- Support your employees' professional and career
development while making them accountable for it.
- Submit your completed employee reviews by the
designated deadline.
2. Resume
Customer Service
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James
E. Windsor
2000 NE 31st AVE.
Ft. Lauderdale, FL 33302
Phone 594-563-7467
Email: j.windsor@mail.com
QUALIFICATIONS:
·
Substantial experience and
outstanding skills in customer service with seventeen years at PRC Realty
Systems including five in management.
·
Accustomed to working in
fast-paced environments with the ability to think quickly and successfully
handle difficult clients.
·
Use the Internet daily and know
the workings of it from real estate to ecommerce.
·
Completed two real estate courses
during the last five years while working full-time. Passing the state test
for agent licensing in New Mexico and becoming a broker in Florida. Working
part time as a Realtor during this time.
·
Excellent interpersonal skills,
ability to work well with others, in both supervisory and support staff
roles.
·
Willing to relocate and travel.
WORK
HISTORY:
Installation
Manager, Business Center Concepts, Inc., 2009 - present
·
Installing the "The
Office", a business center offered by AlphaNet Hospitality Systems Inc.
at hotels across the country. "The Office" provides guest with a
personal computer complete with Word, Excel, and PowerPoint software,
Internet and email access as well as printing, scanning, faxing, and
photocopying capabilities. Installation includes assembling a desk,
connecting credit card readers to each component and using an Ethernet system
to connect each unit to the master. Provide training to hotel staff and
management in use of each component and having all installation contracts signed.
Sales
Manager, Advanced Technology Components, Inc., 2008 - 2009
·
ATC is a procurement specialist
for the military, defense and aerospace industries. They supply clients with
electronic components for current projects.
·
Developed strong relationships with
established accounts while acquiring new accounts.
·
Coordinated the administration of
product orders, understood customer needs and guaranteed delivery of
company's commitment.
Owner/Operator,
Entertainment Services, 2005 - 2008
·
Marketed video vending machines
to restaurant and cocktail lounges
·
Installed and serviced machines
·
Made weekly customer service
calls to existing customers.
EDUCATION:
·
Brokers Certificate, Gold Coast
School of Real Estate
·
Agent Certificate, New Mexico
School of Real Estate
·
Certificate, Electronic
Technician, TVI
·
Junior year, Geography,
University of New Mexico
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Supervisor
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Jin
2000 NE 31st AVE.
Ft. Lauderdale, FL 33302
Phone 594-563-7467
Email: j.windsor@mail.com
Profile Summary
Self-motivated supervisor who shows the way by
setting an example,
·
Always willing to spend extra
time to complete assigned work.
·
Demonstrates understanding of,
and effectively cooperates with subordinates and senior level management.
Objective
Statement - Manage or lead assigned workforce towards the achievement of
organizational goals.
Professional Experience
Supervisor
UI Industries Detroit,
MI 2002 – Present
Core
Functions:
·
Guided and supervised the
assigned team as per the company rules and regulations.
·
Trained and educated the
workforce regarding proper work completion and adherence to company
standards.
·
Monitored the timely performance
of the employees in the workforce and motivated them to accomplish more.
·
Assigned duties/shifts to
different employees as per their areas of expertise.
·
Coordinated with human resources
department in hiring the appropriate individuals for the workforce and
assisted in designing appropriate training programs.
·
Conducted briefings and meetings
before and after work sessions, which included praising individuals as well
as clarifying various areas that they need to work on.
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Manager
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Jane
Applicant
1 23 Main St. Pasatota, Florida 12345
(111) (111 -1111)
John.Applicant@email.com
Key
Skills:
Communication
- Deals with internal and external customers at all levels via telephone and
email, to ensure successful communication via actively listening and probing
questions.
Problem
solving - Resolves in-depth queries in a methodical manner independently and
with internal and external business partners to find appropriate resolutions,
efficiencies and high level of quality.
Team
Player - Enjoys sharing knowledge and encouraging development of others to
achieve specific team goals.
Planning
and organizing - Refined planning and organizational skills that balance
work, team support and ad-hoc responsibilities in a timely and professional
manner.
Systems
knowledge - Peoplesoft and Oracle.
Experience in preparing and analyzing reporting data for management
accurately and to timescales.
2010-2012 Asebeth Medical Services, Pasatota,
FL
HR
Coordinator
·
Collaborated with each office
territory and developed processes to enable compliance and recruitment of
national field employees following medical client guidelines and contracts.
·
Processed background checks,
coordinated drug screenings and expedited preparation and compliance of files
for health organization accreditation.
·
Monitored employee files for
monthly compliance requirements by utilizing computer system to generate
reports.
·
Carried out various audit checks
to ensure the correct procedures have been carried out and to identify any
training requirements.
·
Scanned confidential documents
into electronic filing system and categorized them for retrieval and review.
2009-2010 Borders Books, Music and Café,
Pasatota, FL
·
Interim Operations Manager
·
Supervised, coached and counseled
staff of 50 employees. Conducted training on cash register, in house
computers, and coordinated all orientation sessions for new hires.
·
Recruited and scheduled staff to
ensure balanced coverage at the information desks, on the floor to restock
merchandise, at the cash registers and compliance with Seattle’s Best
contract by staffing two café sellers in the store café at all times
·
Adapted and revised weekly
schedule to consist of maximum 1400 hours as regulated by the Home Office.
·
Documented stolen items on a
daily basis and forwarded reports to Loss Preventions Manager.
·
Worked pro-actively with the
management team and maintained awareness of upcoming events.
Education:
Pasadena
City College, Pasatota, FL
Human
Resources Certificate
Systems
Experience:
Knowledge
of Peoplesoft and Oracle
Preparation
and analysis of reporting data
Community
Volunteerism:
Pasadena
Museum of History, Docent-in-training, Feb 2012-Present, and Alhambra
Historical Society, Feb 2012-Present
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3. KPI of Customer service /
Supervisor
Customer Service KPIs
- Agent's full-time employees (FTEs) as percentage
of total call center FTEs
- Answering percentage (number of sales calls
answered/total number of sales calls offered)
- Average after-call work time
- Average number of calls/ service request per
handler
- Average queue time of incoming phone calls
- Cost per minute of handle time
- Costs of operating call center/ service desk
- E-mail backlog
- Field service technician utilization
- Hit rate (products sold compared to total
received sales calls)
- Inbound abandon rate
- Inbound agent dialed calls
- Inbound availability rate
- Inbound average talk time
- Inbound average wrap time
- Inbound call center leads created
- Inbound call center opportunities created
- Inbound calls handled
- Inbound calls handled per agent hour
- Inbound service level
- Number of complaints
- Percentage of customer service requests answered
in given timeframe
- Percentage of calls transferred
- Total calling time per day/week/month
Supervisor KPI
- Understanding and improving business digital
technical standards, trends and identity.
- Excellent proficiency with development
environments and frameworks to improve on efficiencies in code repurposing
and deployment
- Proficiency with Action Scripting 2.0 and 3.0 OOP
principles
- Proficiency with server-side coding languages,
such as ASP.NET 2.0, PHP and other OO systems; client side AJAX, JavaScript,
CSS2; Database optimization and load management within MySQL and MS SQL.
- Ability to generate and present solutions to
technical and creative concepts.
- Ability to work effectively in a fast-paced,
high-demand environment.
- Ability to deliver cross platform, cross browser
applications
- Ability to manage time and meet deadlines.
(Including short-notice deadlines)
- Willingness to handle multiple tasks
simultaneously
- Analytical skills
- Initiative – ability to be proactive
- Ability to work independently
- People skills – Ability to work in a team
- Management / Leadership.
- Relationship with Colleagues
- Attention to detail.
- Enthusiasm – Passion for great work. Compliance
with Company Policies
- Literacy / Communication Skills
- Attitude Under Pressure
- Punctuality / Reliability
4. Performance issues
Create
three reasons why your worker is not achieving their KPIs (performance issues).
You can select the reasons from the list below or develop your own:
- missing deadlines for task deliverables
- poor team work
- poor communication skills
5. Coaching Plan
Training
for Customer service
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Coach
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Director of studies , Stephen john
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Date
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28 july,14
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Aim of Session
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poor team work
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Duration
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1 day
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Equipment Required
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Projector ,laptop, handouts,
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No. of Participants
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8
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Participant Information
(Abilities / Medical Issues)
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Not applicable
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Venue / Facility
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Level 5,56 York st ,Sydney
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Facility Health & Safety Information
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Potential Hazards
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Session Plan
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Issues
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Description
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Resources /tools /equipment
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poor team work
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· Better decisions and motivation
· Everyone can participate
· Nurtures improved working relationships
· Encourages rewards in the work itself
· Freer contribution of information
· Increases communication
· Thrusts an organization towards common goal
· Supports an organization-wide perspective
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Projector ,laptop, handouts,
White board and marker,
Tea, coffee, light refreshments
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Coach
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Director of studies , Stephen john
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Date
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28 july,14
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Aim of Session
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poor
communication skills
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Duration
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1 day
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Equipment Required
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Projector ,laptop, handouts,
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No. of Participants
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8
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Participant Information
(Abilities / Medical Issues)
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Not applicable
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Venue / Facility
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Level 5,56 York st ,Sydney
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Facility Health & Safety Information
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Potential Hazards
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Session Plan
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Issues
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Description
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Resources /tools /equipment
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poor
communication skills
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· Sending and Receiving Messages
· Nonverbal and Verbal Channels
· Content and Emotional Impact
· Sending Effective Messages
· Effect of Your Messages
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Projector ,laptop, handouts,
White board and marker,
Tea, coffee, light refreshments
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Performance appraisal letter
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Date:
5/7/2014
Private
and Confidential
J
Sales
department
Dear
Jane
I
am writing to you to confirm the details regarding your performance
appraisal. As we have previously discussed, the Details of your performance
appraisal are:
Date:
4/7/2014
Venue:
shop
Time:
13:23
The
purpose of the appraisal will be to consider you performance, determine your
level of job satisfaction and to indentify a work plan for you future
performance.
Yours
Sincerely
Supervisor
Jinoo
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Performance
appraisal letter
Date:
30/6/2014
Private
and Confidential
J
Customer
service department
Dear
James
I
am writing to you to confirm the details regarding your performance
appraisal. As we have previously discussed, the Details of your performance
appraisal are:
Date:
29/6/2014
Venue:
Online site
Time:
14:53
The
purpose of the appraisal will be to consider you performance, determine your
level of job satisfaction and to indentify a work plan for you future
performance.
Yours
Sincerely
Supervisor
Jinoo
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6. Operation Plan
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Operational
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Department
Goals
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Progress
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||||||||||||
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Goal
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Focus
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KPI
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Reason
/Barriers
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Department
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Deliverable
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Goal
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KPI
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Due
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1
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2
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3
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4
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5
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6
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To
grow the service component of business in high standard
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poor
team work
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Make
better team work
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To
improve service/quality of sales
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Sales
department
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Train
the sales staff
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To
increase efficiency increasing in sales
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7/7/2014
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v
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poor
communication skills
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Increase
business efficiency
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To
improve service/quality of sales
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Customer
service department
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Train
the customer service staff
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Fast
deliver to the customers what they wanted
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1/7/2014
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V
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7. Performance Management Plan
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Name/position:
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Manager:
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Review Period:
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Reference from Operational Plan
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Key result area
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Indicator of Success/Performance
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By when
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Status Report
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Administer
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Ability to generate and present solutions to technical and creative
concepts.
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To increase efficiency increasing in sales
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5/8/2014
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Yes
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Administer
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Willingness to handle multiple tasks simultaneously
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Increase work efficiency.
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5/8/2014
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Yes
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Administer
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People skills – Ability to work in a team
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Efficient operation between team members.
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5/8/2014
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Yes
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Manager’s comments
Everything good
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Signature
Date
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Staff member’s comments
Everything good
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Signature
Date
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8. Coaching Session 1- Observer’s Evaluation Sheet
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Coach’s
Name
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Phone
No.
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Listener’s
Name
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Phone
No.
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Assessment
Site
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Coaching
Date/s
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15/7/2014
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Time/s
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13:00
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Employee’s
Name
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Phone
No.
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Standard
of performance
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Satisfactory
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|||
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Yes
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No
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Did
the coach utilize the GROW model for coaching his or her employee?
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ü
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Did
the coach identify the performance issue?
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ü
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Did
the coach utilize a number of communication skills to reflect and clarify the
employee’s answers?
·
Active Listening
·
Clarifying
·
Summarizing
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ü
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Did
the coach ask probing questions?
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ü
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Did
the coach allow the employee time to think before replying to questions?
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ü
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Did
the coach the body language cues to help put the employee at ease?
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ü
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Did
the coach acknowledge the employee during the coaching session using positive
feedback?
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ü
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Did
the coach provide constructive feedback to the employee during the session?
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ü
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Did
the coach provide strategies for continuous improvement for the employee?
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ü
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Did
the coach indentify his or her strengths and weaknesses as a coach/manager?
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ü
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Did
the coach identify areas for self improvement?
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ü
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Comment/feedback to coach
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She couldn’t understand well about
the probing questions. That’s why I was trying to more simple questions.
-
We didn’t have enough time to
communication.
-
Sometimes, I couldn’t tell her positive
feedback if she can’t do really basic job.
9. Coaching Session 1 – Coach’s Reflection Sheet
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Coach’s
Name
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Phone
No.
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Listener’s
Name
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Phone
No.
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Assessment
Site
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Coaching
Date/s
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15/7/2014
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Time/s
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13:00
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Employee’s
Name
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Phone
No.
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Respond to these questions with
your feelings and thoughts about coaching. What was your initial reaction to
the coaching exercise?
The
coaching session was full of information. Provide necessary material, explain
cleanly the coaching will help us to improve performance at work place.
What was your overall assessment of
your performance as a coach? Give reasons for this assessment.
Excellent.
Provide all the necessary information relevant to the topics demonstrate properly
give examples.
What do you think were some of your
strengths during the exercise?
Very
good communication skills have people knowledge confident.
What do you think were areas where
there was room for improvement?
Provide
more information hand outs show video.
What kind of strategies can you
think of to help improve your coaching skills?
Professional,
development course Given more knowledge improve communication skills
What do you think will be the cost
of not implementing new strategies into your role as a manager?
Losing
customer, Hygiene problem, Bad
reputation, low quality
What are some valuable skills that
you have learned today to help you in your role as manager/coach?
Attract
audience, keep information session
10.Coaching Session 2 - Observer’s Evaluation Sheet
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Coach’s
Name
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Phone
No.
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Listener’s
Name
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Phone
No.
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Assessment
Site
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|||
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Coaching
Date/s
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15/7/2014
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Time/s
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13:00
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Employee’s
Name
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Phone
No.
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Standard
of performance
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Satisfactory
|
|||
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Yes
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No
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|||
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Did
the coach utilize the GROW model for coaching his or her employee?
|
ü
|
|
||
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Did
the coach identify the performance issue?
|
ü
|
|
||
|
Did
the coach utilize a number of communication skills to reflect and clarify the
employee’s answers?
·
Active Listening
·
Clarifying
·
Summarizing
|
|
ü
|
||
|
Did
the coach ask probing questions?
|
ü
|
|
||
|
Did
the coach allow the employee time to think before replying to questions?
|
ü
|
|
||
|
Did
the coach the body language cues to help put the employee at ease?
|
|
ü
|
||
|
Did
the coach acknowledge the employee during the coaching session using positive
feedback?
|
ü
|
|
||
|
Did
the coach provide constructive feedback to the employee during the session?
|
|
ü
|
||
|
Did
the coach provide strategies for continuous improvement for the employee?
|
ü
|
|
||
|
Did
the coach indentify his or her strengths and weaknesses as a coach/manager?
|
ü
|
|
||
|
Did
the coach identify areas for self improvement?
|
ü
|
|
||
Comment/feedback to coach
-
Coach was easy to understand.
Use a lot of communication skills
-
Really hard to using body
language. Communications is easier then body language.
-
We couldn’t focus on that
session all the time. But if he can’t understand something we suggest to him
that ask any staff.
11.Coaching Session 2 – Coach’s Reflection Sheet
|
Coach’s
Name
|
|
Phone
No.
|
|
|
Listener’s
Name
|
Phone
No.
|
|
|
|
Assessment
Site
|
|
||
|
Coaching
Date/s
|
15/7/2014
|
Time/s
|
13:00
|
|
Employee’s
Name
|
|
Phone
No.
|
|
Respond to these questions with
your feelings and thoughts about coaching. What was your initial reaction to
the coaching exercise?
The
coaching session was full of information. Provide necessary material, explain
cleanly the coaching will help us to improve performance at work place.
Coaching
was good to understanding. They had shown up a lot of different case and
example.
What was your overall assessment of
your performance as a coach? Give reasons for this assessment.
Excellent.
Provide all the necessary information relevant to the topics demonstrate
properly give examples.
They
explain one by one. Even I don’t know something they had shown up straight
away.
What do you think were some of your
strengths during the exercise?
Very
food communication skills have people knowledge confident.
I
was trying everything and i am ready to learn all of things.
What do you think were areas where
there was room for improvement?
Provide
more information hand outs show video.
Shown
up more pictures about things. More listening about experience.
What kind of strategies can you
think of to help improve your coaching skills?
Professional,
development course Given more knowledge improve communication skills
Communication
a lot! Keep asking!
What do you think will be the cost
of not implementing new strategies into your role as a manager?
Losing
customer, Hygiene problem, Bad
reputation, low quality
It
won’t hard to get goal. One more thing will disappear a team work.
What are some valuable skills that
you have learned today to help you in your role as manager/coach?
Attract
audience, keep information session
Good
communication skills, feels confidence, Makes a good team work.
12. Performance Development plan
|
Name/Position:
|
Manager:
|
Review
Period:
|
|||
|
Skills
to be developed:
|
How
skills are to be developed:
|
Priority
(H/M/L)
|
By
when
|
Skills
gained (Y/N)
|
|
|
Team
work
|
Coumm
/ good listener
|
M
|
14
/8/2014
|
Y
|
|
|
Customer
service skills
|
Attend
customer service class
|
M
|
14
/8/2014
|
Y
|
|
|
Time
management skills
|
Workshop
training
|
M
|
14
/8/2014
|
Y
|
|
|
Leader
ship skills
|
Leading
the whole teams
Attending
workshop
|
M
|
14
/8/2014
|
Y
|
|
|
|
|
|
|
|
|
|
Manager’s
comments
Everyone
was good listener
|
|
|
Signature
Date
|
|
|
|
Staff
member’s comments
Trainer
was good well presented.
|
|
|
Signature
Date
|
|
|
13. Performance review notes
a)
Communication skills
ü
Oral : presentation/audience
awareness / critical listening / body language
ü
Written: Academic writing /
personal presentation / body language
b)
Team work
ü
Regular a rally to strengthen the
unity
ü
More co-operation to build teamwork
c)
Professional development work shop
/ Training skills
ü
To ensure consistency of
production, customer service skills, multi skill
d)
Punctuality & discipline a work
place
ü
All employee have to follow company
policy and procedure
e)
Build up customer service skills
and building relation
ü
Give training how to serve customer
to team member
ü
Take customer feedback
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