Performance And Appraisal Interview With Assessment Answer

Key Topics

• MANAGE PEOPLE PERFORMANCE
• Introduction:
• Induction process for the employees:
• Job description template for full time and part-time staff:
• Full time staffs: Job description for the back office staffs:
• Five (5) KPIs for full time staff and five (5) KPIs for part-time staffs:
• 5 KPIs for full time staffs (Back Office Staffs):
• Performance appraisal system and review process:
• Recognizing staff for their excellent performance:
•  Identifying the areas with poor performance:
• Opinion of the staff on poor performance:


Opinion of the staff of preferable performance:
Reasons for poor performance as identified by the employee:
Ways to improve performance as identified by the employee:
Importance of improving the poor performance:
On the job training and making a plan to implement the training program:
Articulating the KPIs for improving performance:
Conclusion:
Reference:

You are a manager and Robyn is a member of your team , watch the video "manage people performance ", After hearing Robyn on the phone with his customer. You have to conduct a performance and appraisal interview with Robyn..

MANAGE PEOPLE PERFORMANCE

Introduction:

An organization may have both the part-time and full- time employees although the ways of managing these two types of employees are different. The current assignment deals with analysis on the induction, job description and performance management process for the full and part time employees in a new organization.

Induction process for the employees:

Conducting the induction process with the new employees is crucial not only for developing the necessary theoretical and practical skills among staffs but also for facilitating them to interact with others employees (Cascio, 2018). The induction process needs to be as follow:
Meeting the new employees and welcoming them warmly: It helps the new employees to have a positive impression for their new organization. 
Introducing to the team: It helps the employee to know the new colleagues and be familiar with the workplace.
Organizational overview and work policies: The third step of induction process deals with providing the new staffs with an overview of the work policies and expected performance standards so that the employees can understand what the organization is expecting from them (Zhang et al.2017).
Informing the people about rules, regulations and performance appraisal methods: In this step , the employees become aware of the rules and regulations of the organizations and the performance appraisal policies, the KPIs and the review policies.

Job description template for full time and part-time staff:

Full time staffs: Job description for the back office staffs:

•    The candidate should have knowledge on documentation policies 
•    Should have knowledge on project processing as well as financial and accounting works including stock ordering, invoicing and billing
•     Should be able to work independently 
 Part time staffs: Job description for customer support Executives:
•     The candidate should have excellent listening and problem solving skill 
•     Should have patience and pleasing personality to go through long-meetings with customers and bring out positive outcomes from them
•     Should be able to work independently as well as in a team

Five (5) KPIs for full time staff and five (5) KPIs for part-time staffs:

5 KPIs for full time staffs (Back Office Staffs):

Efficiency: It can be measured by the average time a full time back office staff spends at work during the office hours.
Average time to complete a task: It gives management with the idea on efficiency of staffs to complete tasks on time.
 Case reopen rate: It will provide an idea on the backlogs created by the back office workers (Wirtz & Lovelock,2016).
 Case complete rate: It reveals the completion rate of tasks carried out by back office workers.
 Case quality score: The quality of the tasks done by back office staffs need to be assessed on basis of satisfaction of the customers and other colleagues of the staff.
5 KPIs for front office staffs:
 Number of satisfied customers: It will give an idea on the effectiveness of a front office executive.
 Number Positive feedbacks from customers: The number of positive feedbacks from the customers also gives an idea on the level of success of the employee.
Degree of relationship with customers: The number of repeat visits of the customers provides an idea on the employees ability to engage customers.
 Average time to resolve problems: The average time to resolve problems or answer queries gives idea on effectiveness of the employee.
 Number of resolved problems/ answered queries: It makes the management aware of the productivity of the employee.

Performance appraisal system and review process: