Manage Quality Customer Service Essay

2744 WordsJul 29, 201511 Pages
Performance management project Submission details Candidate’s Name | | Phone No. | | Assessor’s Name | | Phone No. | | Assessment Site | | Assessment Date/s | | Time/s | | The assessment task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor. Submit this document with any required evidence attached. See specifications below for details. Performance objective The objective of this assessment is to enable you to demonstrate your knowledge and understanding of performance management systems within legislative and organisational guidelines. Assessment description You are required to form a group of two and then you must plan, monitor and review a case study relating to performance management of a team. Each team member will undertake a number of activities to manage the performance of one of the two employees. This will include management activities, such as developing work allocations, identifying KPIs, participating in several role-plays, undertaking performance reviews, and proposing a development plan for remedying poor performance by the Employee under your supervision. Finally, you will need to provide feedback to your assessment partner on performance during a role-play. Procedure 1. Review the Case Study – Housefriends Homewares (Appendix 1) or one supplied by your assessor 2. Complete the Operational Plan (Appendix 2). As the Store Manager you are to report your operational plan to head office to have the following completed by the extended trading deadline. 3. Read the profiles in this assessment. In pairs, adopt the role of Manager for that Employee (Marie or Tony). 4. Individually develop goals, KPIs and tasks for the Employee you have selected. Document these in the Employee’s Performance Management Plan (Appendix 3). 5. Prepare role-play notes to plan

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