BSBMGT502B Manage people performance Assessment Task 3

BSBMGT502B Manage people performance

Assessment Task 3

Performance Management Test

Question 1: What is Performance?

Performance relates to the carrying out of a work task, duty, or objective. It is implied that it will be done to a satisfactory level performance includes.

1)      Input – skills, knowledge & expertise

2)      Process – demonstration

3)      Output – specific & measurable

Question 2: KPIs

You are a manager of a new call centre team. Design three Key Performance Indicators (KPIs) that the team must meet or exceed on a monthly basis.

The call centre has 30 full time and 30 part time call centre consultants. The consultants are there to take calls from motorists whose vehicles have broken down. Consultants are the first voice that motorists hear before their request is passed on to roadside patrol can travel out to solve the problem of a broken down car.

Consultants must answer any phone call within 4 seconds of the phone ringing. Consultants must correctly identify the caller (Name, address, date of birth and password) before they can respond to any requests. Length of calls must be no longer than 3 minutes. Consultants must clarify any information given before proceeding to sent customer request to Roadside Operators.

3min	95%	5 complaints
Call duration average	Accuracy of information	Customer complaints

Question 3: What are the three stages of Performance Management?

1)      planning for performance – set goal, standard, performance, expectations & action plan

2)      Manage : Monitor, feedback, coaching

3)      Review : compare result with objective, identify areas for improvement

Question 4: What is the main goal of a Performance Management System?

The main goal of a performance management system in to help raise employee performance and, in doing so m the productivity and growth of the company.

Question 5: List the four groups who are involved in Performance Management?

1)      Employee

2)      Management

3)      Human resource professional

4)      Union representatives

Question 6: List three pieces of legislation that are related to performance management?

1)      Workplace relations act (1996)

2)      Workplace health and safety Act(1995)

3)      Awards/Enterprise bargaining Agreements/Union collective Agreement

Question 7: Define GROW and provide two possible questions for each stage of the process?

Issue identified -> Goals -> reality -> Option -> will -> Record outcomes

Question 8: Case Study 1

You are managing ‘Mike’ who was recently promoted to the role of team supervisor. Absenteeism has been a serious issue for Mike’s new team and you encouraged him to conduct weekly meetings to keep on top of this difficult situation.

In your third monthly review of Mike’s team performance you are pleased to see that staff absenteeism has dropped by approximately 14%.

Your manager calls you into his office and indicates that you have done a great job with the team. You need to call Mike in and give him some positive feedback on his performance.

What steps would you take to provide positive feedback to Mike?

a)      Identify the specific behavior

b)      Describe the behavior’s positive impact

c)       Look for ways to build on the behavior

d)      Encourage the employee to share his or her views

John always absent form the workplace. Mike never absent from workplace. He was build positive impact on staff an a role model.  John has no real reason for absents. Mike give him feedback to be on time and always will have chance to promote an supervisor. John afterwards never absent for no valid reason.

Question 9: Case study 2

Louise and David are working together on an important project on time management. Louise missed a project deadline and the whole project now is behind schedule by a week. This is the third time in a month that Louise has missed a deadline.

Louise is a new graduate and has been working on the project for the past two years as part of her post graduate study. Louise has had problems with time keeping in the past and has received one written warning already.

As her manager, you have been monitoring Louise’s performance over the past month and having lots of informal chats with her about the project and her progress. She has made several improvements regarding her time keeping skills and communicating with project managers regarding her progress in line with your coaching.

However by pushing the project out further, product testing has been delayed by a further month because the project Louise is working on is vital to product testing The company made the commitment to its client that product testing would be started two weeks ago. Your client has just contacted you regarding the status of product testing. You had to inform the client that the testing had not started but had identified the critical factor.

You email Louise to set up a meeting for later this afternoon to talk about the project she is working on. Louise arrives to the meeting on time.

What steps would you use to give constructive feedback?

Facts

3^rd time in a month missed deadline <-1)

1)      Louise missed project deadline – project one week behind

2)      2 years working – one warning letter

3)      Product testing delayed by a month

4)      Company made commitment – product testing would be started 2 week ago

5)      Inform the client –

Shipment -> 5,000 -> $50 million

Oct:10 -> Nov:15

Steps are

positive

1)      Identify the specific result or behavior that need to change

2)      Describe the negative impact it is having

3)      Focus on issue not on the parson

4)      Cause of the problem & how to improve

5)      Available solution

6)      Timeline to solve the issue

7)      Louise need to complete project on time

negative

1)      Louise need to complete project on time

2)      Product testing delayed, Case client.

3)      Working  strategy process or need training

4)      Lack of time mgt. skill & need continuous improvement

5)      Coaching & allow 3 months time

Question 10: What are the legal consequences for managers and organizations for not keeping records of any activity surrounding performance management?

Insufficient evidence for termination or dismissals if dissatisfied employees take a unfair dismissal case to the Australian industrial relations council

Question 11: How would you provide assistance to an employee who:

a) Gas problems doing their job

b) Needs to develop skills to be considered for a promotion

1)      constructive feedback – HR department

2)      Verbal warning – warning letter 1,2 & 3^rd must have prove

Question 12: Nick and Tony have been fighting at work. List all the steps you would follow to discipline both employees.

1)      Misconduct

2)      Investigation

3)      Suspension

4)      Report

5)      Disciplinary action

End of Test