Assessment Task - Performance management test

Instruction for the student

You are required to answer a series of questions regarding performance management systems, procedures and legislation.
You are to read the questions and respond in writing with the most suitable answer within the time allowed (90 minutes including 15 minutes reading time).

Complete the questions below. If you need help understanding any questions, ask your assessor to explain.

To be deemed competent you will need to successfully demonstrate the following:

You must complete and successfully answer all questions.

Question 1: 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.

Question 2: You have designed three Key Performance Indicators (KPIs) that the new team must meet or exceed on a monthly basis. Why is it important to inform your team of these KPIs prior to commencement of work?

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

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

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

Question 6: List at least two pieces of NSW legislation with brief explanation that are related to performance management?

Question 7: What is the difference between an Award and Australian Workplace Agreement?

Question 8: Define GROW and provide two possible questions for each stage of the process?

Question 9: 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?

Question 10: 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?

Question 11: What are the legal consequences for managers and organisations for not keeping records of any activity surrounding performance management?

Question 12: How would you provide assistance to an employee who:

a) has problems doing their job?
b) needs to develop skills to be considered for a promotion?

Question 13: Nick and Tony have been fighting at work. List all the steps you would follow to discipline both employees.