Research Paper > Assessment BSBHRM403 Support performance management processes. 78 Pages.

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Assessment Support performance management processes BSBHRM403 Student Name | Thanayut Chonlapum Student ID GBC180009 | Term | 3 | Year | 18 Class Trainer Name Result NYC | C I declare tha ... t all work completed in this assessment is my own. Student Signature | Thanayut Chonlapum | Date | 28/5/18 BSBHRM403 Support performance management processes v1.1 23112017 Page 2 of 78 Contents Assessment Guidelines......................................................................................................................................... 3 Assessment Schedule ........................................................................................................................................... 4 Task 1: Performance management review........................................................................................................... 5 Task 2: Presentation to promote the performance management system......................................................... 31 Task 3: Recommend improvements to performance management .................................................................. 65 Assessment methods and tasks.......................................................................................................................... 75 Assessment mapping summary.......................................................................................................................... 76 Record of Assessment Outcome ............................................................................Error! Bookmark not defined. References / recommended resources .............................................................................................................. 77 BSBHRM403 Support performance management processes v1.1 23112017 Page 3 of 78 Assessment Guidelines Assessment You are advised to commence work on your assessment from week 1 and must be submitted by the due date. 1. All assessment tasks must be completed and uploaded online in RTO Manager (gbc.rtomanager.com.au) for being marked by your assessor. 2. Please read all instructions before starting each assessment. 3. Where you are required to submit documentation for an assessment, it must be attached to your assessment booklet. 4. Your trainer will not be able to assist you in answering questions. However, your trainer will address any issues concerning questions requiring further explanation. 5. You may refer to your student learner guide/student resources or any other relevant resource when completing your assessment. Do not quote directly from the notes. You should answer questions in your own words, except where it asks you to quote. 6. You have access to computers which are equipped with Microsoft suite of products and printing facility is available at nominal cost BSBHRM403 Support performance management processes v1.1 23112017 Page 4 of 78 Assessment Schedule Week | Tasks to complete | Learner Sign off | Trainer Sign off / Date | Comments Week 1 Task 1: Written Report Week 2 Task 1: Written Report Week 3 Task 2: Oral presentation Week 4 Task 2: Oral presentation Week 5 Task 3: Written test (scenario-based) Week 6 Task 3: Written test (scenario-based)Comments/feedback to participant BSBHRM403 Support performance management processes v1.1 23112017 Page 5 of 78 Task 1: Performance management review Performance objective You will demonstrate the underpinning skills and knowledge required to review and report on performance management infrastructure such as policies and procedures and their implementation to meet the strategic aims of organisations. Assessment description You will review simulated business documentation that is provided, such as strategic planning, policies and procedures, and transcripts of interviews. You will then write a report outlining the strengths and weaknesses of the performance management system with respect to business strategic aims. Procedure 1. Read the simulated business documents for Coral Cape Lodge’s performance management system (see appendices – 1 -6 below). Note: For the purposes of this assessment, assume the documents in the appendices are all that exist for the organisation. Before you start writing the report, ensure that all positions have current position descriptions specifying key requirements of the role? For example, try to identify lack of job descriptions for all roles, inadequacy of job descriptions for employees to understand role expectations etc. 2. Write a 2–3 page report outlining the strengths and weaknesses of the performance management system. Include in the following in your report. a. A brief (around one paragraph) executive summary of your report. b. A review, including analysis and discussion, of the strengths and weaknesses of the performance management system with respect to: i. the adequacy of performance plans ii. performance indicators, including whether managers have provided appropriate performance indicators and whether they are useful in terms of performance management and the aims of the organisation iii. | performance appraisal meetings, including whether performance appraisal meetings have been held in accordance with organisational policies and proceduresiv. acknowledgement of good performance and addressing underperformance, including warning procedures, whether organisational procedures have been followed, or if such procedures exist; include reference to the human resources cycle in review of these elements BSBHRM403 Support performance management processes v1.1 23112017 Page 6 of 78 v. available procedures for review of appraisals and grievances, including: 1. where there is disagreement about outcomes 2. issues regarding privacy of personal information; refer to privacy policies c. A list of behaviours and triggers that contribute to conflict d. How to implement strategies to moderate conflict. e. Listing of strengths and weaknesses and how they relate to organisational goals or strategies f. A list of recommendations for improving the performance management system, including: i. at least one recommendation for each of the review points above ii. at least one recommendation for the secure storage of documentation and maintenance of privacy. Justify your recommendations in terms of the strategic aims of Coral Cape Lodge and the human resources cycle. 3. Submit the report to your assessor at the agreed time in accordance with the specifications below. Keep a copy for your records. Specifications You must provide: (refer to procedures 1-3) ● a report on the strengths and weaknesses of the performance management system. Your assessor will be looking for you to demonstrate through your report: ● promote the implementation of the performance management system and analyse its strengths and weaknesses ● provide advice and information to employees on the benefits of effective performance management, and how it links with performance development ● review the performance management system ● make recommendations for improvement. ● knowledge of key elements and purposes of performance management processes, and their contribution to organisational objectives and the human resources cycle ● an outline of your knowledge of rewards and incentive schemes ● a summary of your knowledge of warning systems and grievance procedures. You should demonstrate your ability to:  Critically evaluate and apply content from the range of structurally complex texts that you have read in the appendices to support performance management processes  Make basic calculations from the range of structurally complex texts that you have read in the appendices to ensure work output meets predetermined timeframes BSBHRM403 Support performance management processes v1.1 23112017 Page 7 of 78 Report Introduction Performance management is a well-established, all-encompassing term used to describe the practice that drives decisions about performance, remuneration, promotions, disciplinary procedures, terminations, transfers and development needs within an organization. Performance management also important ensure that employees not only fulfil their responsibilities but do so to the best of their abilities and up to organization expectations. The performance management system Performance plans are action/process/thing that needs to be done to achieve an organization’s goals. Performance planning is used to provide a structured approach to attainment of the desired level of performance for both individual and teams. In this case, Coral Cape Lodge does not have a well-developed performance management Reason:  According to the customer service survey, most of the complaint referring to unsatisfied customer about their meal that over cooled, not warm enough, and had to wait for too long for their meal. 5% of customer would not even come back again because of the equality of the meals. These problems have impact to the result of meals quality survey that had reduced significantly.  Unsatisfied employee according to employee survey that saying, 60% of employee felt that performance appraisal achieved nothing. 10% of employee could recall what their job description indicated was their primary job requirement, that’s mean employer and employee did not have a clear communication about job description that cause a conflict in the organization. The performance indicators of the Coral Cape Lodge in Australia include a certain measurable indicator which helps in analyzing the performance of the business towards the customer’s satisfaction as well. The performance indicator within the Coral Cape Lodge evaluates the performance and service of the employee. It also helps in improving the level of satisfaction of the customers as well. The key performance indicator also helps to facilitate the service which helps of the company in gaining competitive advantage as well. The indicator also includes the data that helps the corporate to analyses the competitive condition and thus helps in improving the food quality and service and helps in retaining its brand value in the market. The performance indicator BSBHRM403 Support performance management processes v1.1 23112017 Page 8 of 78 also includes the analysis of the organizational performance and helps in gaining sustainability in the market. We have many types of performance management, such as:  Revenue improvement  Cost reduction  Process cycle-time improvement  Increased customer satisfaction How these indicators are showing us an improvement on management?  Percentage of service requests resolved within an agreed-upon/acceptable period of time  Percentage of outage (unavailability) due to implementation of planned changes, relative to the service hours  Cost of service delivery as defined in Service Level Agreement (SLA) based on a set period such as month or quarter Aim of the organisations: customer services are important of the achievement of company goals. Performance appraisal meeting is a method by which the job of performance employee is documented and evaluated. However Coral Cape Lodge was not giving a clear job description and had some impact on 60% of employees that felt performance appraisal is useless. Acknowledge of performance is acknowledge to employee that been perform well by furthering the mission of the business by giving a reward or even a bonus on their payment. Coral Cape Lodge have been doing well by recognised and rewarded employee for above standard performance meanwhile there is no policy, warning procedure or even guide list for under-performance employee to be more productive and be able to reach the target within timeline. Disagreement about outcomes: 60% employment appraisal meeting. Policy: there is no policy about under-performance employee, also lack of clear communication. Issues regarding privacy information/privacy policies How it works: The authority provided by the legislation we administer also allows us to collect your personal information. Any personal information we get from a third party is treated the same as if you provided it. In addition to requesting information from you, we may also obtain information about you and your family from other government agencies and third parties. When we collect your personal information, it must be directly related to, or reasonably necessary for, 1 or more of our functions or activities. BSBHRM403 Support performance management processes v1.1 23112017 Page 9 of 78 List of behaviours and triggers that contribute to conflict  Lack of job description  Lack of communication  Less feedback  Lack of documentation  How to implement strategies to moderate conflict  Do a good job description  Excellent communication  360 degree feedback  Back up documentation List of recommendation for each of review point above  Performance plans: giving a clear job description, always make a back-up for all important document.  Performance indicator: do a financial indicator. (to measure sale)  Performance appraisal meeting: monitoring and giving feedback on the spot.  Acknowledge of good performance and addressing: under performance and warning procedure should be in place.  If disagreement happens: communicate well.  Issues regarding privacy personal information: it’s better not to keep these privacy policies because there is no need to keep it. Recommendation for the secure storage of documentation and maintenance of privacy:  Setting up a password for any important documentation  Always having a backup documentation in software and hardware Summary As described previously, Coral Cape Lodge is using the strategic approach to provide their customers with good food, great holiday experience and second-to-none customer service. With the super vision and mission, they’re trying to be North’s Queensland leading backpacker who wills always engaging with their customers in order to provide excellent service for whoever staying there. BSBHRM403 Support performance management processes v1.1 23112017 Page 10 of 78 Appendix 1: Coral Cape Lodge background information Coral Cape Lodge is a thirty-room backpacker in far north Queensland. Coral Cape Lodge is a family business that is managed by Rosemary, a qualified accountant, and her partner Brad, who is a trained real estate investor. They employ a full-time accountant, one full-time front office manager, one full-time food and beverage manager (Jeff), one executive chef (Patricia), part-time front office staff, kitchen staff, waiters, cleaners and a contract gardener. Casual cleaners, waiters and kitchen hands are ‘on call’ to help cope when there are increased customer demands. Rosemary helps out in the office and looks after the telephones and administration when the receptionist has a break or goes to lunch. Customer base Coral Cape Lodge’s customer base is currently 60% domestic tourist and 40% international. The domestic side of business is equally divided between travel agent booking and online and telephone bookings. The international business is almost exclusively online or telephone bookings. Although the return is better, these customers are the most demanding. About 60% of revenue comes from room tariffs; the remaining 40% comes from: ● meals (10%) ● drinks (15%) ● tour operations (15%). Customer satisfaction ‘Customer satisfaction guaranteed’ is on all of Coral Cape’s advertising material and business cards, so Rosemary and Brad like to ensure that satisfaction is what the customer gets! Sometimes it costs them money to satisfy customer demands, but their repeat business and customer referrals are extremely high. All in all, Coral Cape Lodge prides itself on providing customer satisfaction every time, no matter the cost. However, up until now, Brad and Rosemary have relied solely on their ability to ‘stay on top of things’ and have no formal standards or work instructions in place. Training has consisted of on-the-job training and was at the discretion of the full-time employees. Customer service performance Customer service is important to the achievement of company goals. Customer service survey results A recent customer service survey indicated that the quality of meals was important or very important (70%). Survey results for the quality of the meals had reduced significantly over the last three surveys. The last survey indicated that: ● 20% of customers had to wait too long for their meal ● 10% of customers thought the meals were over cooked BSBHRM403 Support performance management processes v1.1 23112017 Page 11 of 78 ● 20% of customers thought their meals were not warm enough when served ● 5% of customer would not come back again because of the quality of the meals. Employee survey Employee satisfaction is important to the achievement of company goals. Effectively supporting people in their job roles leads to retention of talented employees, better customer service, and ultimately increased revenues from happy customers. A recent and confidential employee survey conducted by Brad and Rosemary found the following about employees in the restaurant and kitchen: ● 60% of employees felt that performance appraisals achieved nothing ● 10% of employees could recall what their job description indicated were their primary job requirements ● 5% of employees said they had received some formal training ● 90% of employees said they wanted to receive formal training ● 65% of employees said they were unsure of the goals of the organisation ● 45% said the goal of the organisation was to make money (including those who were unsure) ● 25% said they thought customers were too demanding ● 75% said they found most customers complained over minor things ● 55% felt under pressure to cut costs [Show More]

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