Problem:
Manage People Performance
Read the following case study and critically analyze the situation and write a report in which you outline the issues and problems faced by the organization's members. Describe how you would address them. Justify your answers and give detailed reasons for your intended actions.
Case study
You're up-line manager has called you into the office to discuss a situation they have only just become aware of. One of your major customers, Organization X, has expressed dissatisfaction with the service provided by your organization. You have an ongoing contract to supply this customer with goods until the end of the year. At this time the contract will be re-negotiated. Apparently, Organization X has expressed their dissatisfaction on a number of previous occasions, but there has been no real improvement. As a result of the poor service and the problems with supply of goods, the manager of Organization X has strongly suggested that the contract will not be extended and might, in fact, be offered to another organization.
The problems have been traced to your department/ section. One of your team members has been tardy in processing the orders and sending them through to the necessary supply department and when representatives from Organization X have contacted the team member to confirm orders and delivery times, they have received vague assurances, but the goods ordered have either not arrived on time, or the orders have not been fully made up.
How would you handle these problems, keeping several things in mind?
The organization should have explicit and well communicated performance standards employees should receive appropriate training
Employees should be given suitable support so they can do their jobs well
What do you think the real causes of these problems might be and how could they be addressed? Consider the case in terms of performance management and performance counseling. Explain the steps
You would take to resolve the problem and to justify your problem solutions. Select a solution and make a decision.
What action might you take if, after you have implemented your problem solution, the situation does not improve?
There is an obvious need for performance improvement-the participants should describe the ways in which this would be identified and addressed-including all or any necessary performance counseling, monitoring or coaching procedures.
Work standards should be addressed and incorporated into a system for managing performance. Counseling process might take into consideration-training/ coaching, time off without pay, movement to
Other areas of the organization.
Consider also, how the work and the organization's systems or processes might contribute to the problems/s.
Performance should be monitored so that feedback, reinforcement and acknowledgement of improvement can be made at appropriate times. Ongoing poor performance should be discussed and improvement suggestions made.
If performance does not improve, it might be necessary to restructure work, move the employee elsewhere, offer to give time off without pay or consider implementing a warning system, etc.
Additional Information:
The question in human resources management is about management of the people performance specifically in relation to customer satisfaction. Customer satisfaction is key to most businesses as well as it is a benchmark based on which new customers can benefit. In this regard, employees in an organization should be attuned to delivering highest customer satisfaction.
Total word limit: 993 words