Managerial Roles of Australian Hardware Wollongong Store

This report evaluates the factors behind an employee's poor performance and focuses on the managerial roles of Australian Hardware Wollongong Store.

BSBMGT502
Nagendra Kapali
Student Id TS337
ASSESSMENT TASK 1
Introduction
Every individual hardware organization has its target to fulfill organizational goals
through sufficient training and proper work plan. This report would be focused on the
managerial roles of Australian Hardware Wollongong Store. The provided scenarios
would present the way to assign an employee named Kim, who is giving the poor
performance for the last six months. This report would evaluate the factors behind
her failure in order to manage the performance of the Australian Hardware.
Time and place to conduct the two role-plays:
Role-play Time Place
A consultation with the
garden products manager
and store manager.
10.00 am-11.00am Workplace
A meeting to set
performance expectations
with the seconded
employee.
9.00 am-10.00 am Registered Office
Role-play with the garden product manager and store manager
Representative:
Hello, Good morning. I have accessed Kim’s performance and I think that she is
perfect for the consumer service and sales representative.
Store manager:
Hello, Good Morning. Yes, I also think that she had effective skills to enhance the
consumer’s service and sales in the organization.
Representative:
Yes, she had expressed her magnificent skills in the home ware and hardware
productivity. Thus, she enlarges my satisfaction for him.
Product manager:
Page 1 of 25

BSBMGT502
Nagendra Kapali
Student Id TS337
I also think so, but I also think that she needs a special tanning as she is new to the
home ware and hardware organization.
Representative:
Yes, I have planned to provide the effective consumer service ad sales skills to
evolve her activity skills at the sales representative and consumer service
representative.
Store manager:
Yes, it will be better for him to join on the new designation
Product manager:
I also feel so as she has the hardworking capability. she will soon learn the effective
skills of the consumer service and sales service.
Representative:
Yes, I have planned to provide her the practice in the garden centre. I also aimed to
increase $10,000 monthly as the revenue earning to develop the competency of our
organization.
Position description
Kim Smith had been seconded as the sales and consumer's service representative.
It had been overseen; Kim Smith is a staff of garden product. Consumer servicing
skills had to be promoted to establish the position of a Consumer service
representative. Moreover, Kim Smith is an employee of garden product. Thus, the
practical abilities are required to transfer the position of Kim Smith. Consumer
service required the efficacy focus on the consumers. Thus, it also observed, the
sales representative had to influence their creativity by utterly enhancing the sale
technology. Adequate knowledge about productivity also plays a vital role to
influence the quality of consumer service representatives. The consumer service
representative plays a pivotal role between the Wollongong store and consumers.
They are also explicitly employed to address consumer issues and resolve the
problematic factor of the consumers. Several factors are utterly linked with the
efficacy skills of a consumer service representative. Those skills included convincing
speaking capability, empathy, taking responsibility, patience. Another first point also
enrolled here, and that is the position of sales representative. Product knowledge
had to transparent to a sales representative. Secondly, the prospecting skills had to
develop the sales of home and hardware productivity. Active listening is the
perpetuate element for a sales representative and the implication of, excellent
communication skills also create the position of a sales manager.
Employee’s behaviour
Page 2 of 25

BSBMGT502
Nagendra Kapali
Student Id TS337
Employees aptitude is the most efficacy element in organizational context to develop
products as well as the surviving capability — employee aptitude about the hone and
hardware products. Knowledge about productivity encouraged employee aptitude.
The apprehensive skills about safety and health issues are also perpetuated as the
significant employee aptitude to generate the capability of time and hardware
productivity. Sales technology also enrolled as one of the magnificent factors to
enhance the sales capacity of Wollongong Store. Honesty, integrity, ethical behavior,
ambition are the indispensable factors in Employee aptitude and its aid to promote
the position of Wollongong Store.
Performance standards
The standard performance had been expected from an employee as they are
employed to develop the organizational position of Wollongong store. Hence the
enhancing communication skill and positive behaviour expected from an employee
as they are the primary factor in enhancing productivity. The apprehensive activity
skills and communication skills are expected from a consumer service
representative. Polite behaviour and communication skills aid in developing the
position of a consumer service representative. Additionally, several qualities can be
included here, and those are attentiveness, time management process, positive
language towards the consumers is also expected from a consumer service
representative.
Gather informal feedback to relay to the employee
Informal feedback is taken from Kim's manager. The store manager and the
manager of Kim hep to provide the appropriate details of Kim and hence, the
managerial department of Wollongong stores take the division of the selection
process of Kim Smith. Thus, she also can evaluate the beneficial factors Kim, and
therefore, she can select him for that position. This will also allow the managerial
department to pledge the proper training process to the employee, and thus, they
can promote their creativity in consumer services and sales services.
Carry out the role-play with the seconded employee
Representative:
Hello Kim,how are you?
Kim Smith:
Hello Sir. I am fine
Representative:
I have accessed your performance and it really impressed me a lot.
Kim Smith:
Thank you, Sir.
Representative:
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BSBMGT502
Nagendra Kapali
Student Id TS337
Yes. You have expressed splendid ability in the home ware and hard ware
productivity.
Kim smith;
Yes, I am much interested on the home ware and hardware productivity though I am
an employee of garden product. I also have hardworking capability to enhance my
position.
Representative:
I also think so. Therefore, I have planned to employ you as the consumer service
and sales representative.
Kim Smith:
I will be grateful to have apposition of consumer service and sales representative as
I am a friendly person and also like to communicate with various types of people.
Representative:
I will be delightful, if u can perpetuate your activity and helps to increase the
economical value of Wollongong Store.
Kim Smith:
Yes, I will put my effort to enhance the consumer value as the consumer service
representative.
Representative:
Many well wishes for you.
Explanation about position description.
Kim Smith had been seconded as the consumer and sales representative. The case
study exposed; Kim Smith is an employee of garden product. her keen interest in the
hardware and home products impressed the manager of Wollongong store, and thus
she decided I seconded him as consumer service and sales representative. Sales
personnel need to establish adequate knowledge about productivity. she also needs
to ensure the sales evolution in Wollongong organization. Apprehensive sales
technology also utterly increased the value of the sales representative. Sales and
marketing capability had to develop through promoting the consumer relationship.
Marketing intelligence is a pivotal part to encourage the position of sales
representative. Another position includes consumer service representative.
Adequate focus on the consumers had to rise to work effectively as the consumer
service representative. Thus, the consumer service also employed to inform the
insufficient information about the products to the consumers. They also have to
display sufficient servicing quality to the consumers. Thus, they can help to
encourage the position of a consumer service representative.
Briefly summaries how performance is measured and performance objectives
Efficacy pricing strategy, flexibility, and quality of the productivity are enrolled as the
prominent objectives to influence the position of Wollongong stores. Performance
objectives obtained the achievable, measurable, time-bound activity, and thus, it also
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BSBMGT502
Nagendra Kapali
Student Id TS337
increases the production of Wollongong stores. Performance measurement is the
indispensable area to promote the competitive quality of Wollongong stores and also
develop the potentiality of Wollongong stores top compete effectively against other
hardware enterprises. Performance measurement required the performance
gathering process of the employees. The analysis also needed to determine the
perpetuate performance of the employees. It had been observed from the case study
that; managerial department of Wollongong stores aimed to enhance the revenue
earning process of Wollongong stores. Hence, they also expected to generate the
revenue earnings by $10,000. It had been observed, the efficacy KPI also need to
promote the organizational position. The utterly increase the KPI such as the
revenue warning, profitability, cash flow.
Evaluation of performance objectives and fulfill a work plan
Adequate consumer service skills had to enhance the acting skills of a consumer
servicing representative. It had been observed that Kim Smith is an employee of
garden product and thus the prominent training required to transfer the person from
an employee of garden product to the consumer service and sales representative.
Several skills such as consumer understanding capability, effective communication
skills, addressing the problems of the consumers are the major factor to influence
the performance of the consumer service representative. Moreover, the sales
representative required unprecedented sales technology, clear communication, and
apprehensive knowledge about productivity. Thus, it aids to promote the
performance value of a sales representative.
Discussion of the general expectations and code of conduct with employee
The managerial department of Wollongong stores aimed to develop the creativity of
the stores through developing the creativity of consumer service and sales
representative. It had been identified; Kim had requisite skills in consumer service
and sales. Thus, the prominent sales performance avails to develop the sales
capability of Wollongong stores. The organization also aimed to increase the
revenue earning process. Through the enhancement of income-earning, the
managerial department of the organization aimed to increase the revenue by
$10,000.
Agreed Work Plan
After making the active work plan, both parties needed to be got agreed on it or not.
Sometimes the employees generally not get ready in according with the work plan
prepared through the hierarchical management. Hence, it needs to be agreed on by
both parties. It is noteworthy that there are always some risks remain while making a
plan or distributing the new roles to the employees. As per the given scenario, Kim is
going to have a unique position in the business. Thus, there would be some risks
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BSBMGT502
Nagendra Kapali
Student Id TS337
which would get bearded by the hierarchical authority or by Kim himself. At the time
of both part agreement, the level of risks would be bearded. In the work plan, thereby
all the things need to include regarding the new roles as well as the workplace for
saving the money and time respectively.
Appendix 2: Employee Work Plan
KRA Activities/Goals Measurement/KPIs Accountability/
Dependencies
Financial Optimum
utilization of the
funds. The fund
is expected to
be utilized in an
excellent
manner. The
goal of this
business wants
to have a
significant
financial
condition.
Similarly, this
business is
willing to
increase the
profit according
to the project.
EX.$10000 per
months
It is measured the
effective way of
how the managers
would utilize the
funds along with its
results. It gets
estimated after the
project completion.
EX.$8000 per
months as 20%
decrease
It totally depends on the
CFO of the organization.
CFO creates the issue in the
funds as per the tasks.
Besides, it also stimulates
the project performance.
Internal
Process
The internal
process of the
working
environment is
expected to be
peaceful.
Consequently,
the , Besides,
no disputes are
not to be there.
A proper
It gets measured
regularly. Because
the employees'
work performance
check based daily
and hence provide
the feedback for
helping them.
It depends on the managers
as the managers remain
responsible for the internal
process. As a result, it
solves the conflicts among
the staff.
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BSBMGT502
Nagendra Kapali
Student Id TS337
schedule is
expected to be
followed by the
employees. And
thus, each
employee
would be
assigned
through the
tasks. As an
example, the
new role of Kim
is optimistic
about being
adequately
prepared by
providing
awareness
about her new
role.
Customer
Focus
A regular time
to time
feedback from
focusing on the
consumers is
quite essential.
Hence, the
organization
would make
changes in the
products
manufactured
as per the
consumer’s
needs. Regular
feedback would
retain the
customers,
along with
attracting the
new ones.
It is measured
after the products
serving towards
the customers.
It depends upon the
Customer Relationship
Manager in order to maintain
great CRM with the
customers in a grand
manner.
Development Being the It is measured It depends upon the training
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BSBMGT502
Nagendra Kapali
Student Id TS337
Hardware and
Homewards
Manager at the
Australian
Hardware
Wollongong
store, the
development
needs to the
area of new
skills. It is
expected to
meet the
demands of the
customers.
after employees
perform the
complete task.
department.
Risk Management
Appendix 3: Risk Management Plan Template
Risk Risk
Likeliho
od
Risk
Impact
Controls Monitoring Timelin
es
Respo
nsible
Difficulty
sourcing
experiences
staff and
training skilled
Mediu
m
High  Promotional
focus on the
training and
development
opportunities
 Targeted
advertisemen
t in online as
well as in
trade
magazines
 Providing
regular
training for
the existing
staff.
A regular
investigation
among the
competitor
wages, seeking
for matching,
betterment from
the budgetary
perspective
Quarter
ly,
Monthly
Human
Resour
ces
Manag
er,
Gener
al
Operat
ions
Manag
ers,
Store
Gener
al
Manag
ers
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BSBMGT502
Nagendra Kapali
Student Id TS337
Loss of the
key person,
cost
implication
Low High  The
increasing
frequency of
the
promotional
campaigns
 Implementati
on of the
marketing
strategies for
pointing out
the different
critical points
between the
organization
and
employee
secondment
 Adjusting the
marketing
strategies in
order to
ensure the
suitable
position and
differentiation
of Australian
Hardware
through
effective
competition
 Selective
discount
Continuous
monitoring of the
campaigns
according to the
budgets.
Monthly Market
ing
Gener
al
Manag
er
Unsalable
item stock or
Wastage from
sales
monitoringand
inadequate
inventory
Mediu
m
High  Regular
contact with
the suppliers
 Continuous
monitoring
through ‘In-
House ERM
System.'
Regular basis
automated
monitoring
(providing alerts
for the identified
issues)
Quarter
ly and
monthly
review
of
deman
ds and
sales
Chief
Operat
ing
Officer,
Store
Gener
al
Manag
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BSBMGT502
Nagendra Kapali
Student Id TS337
Demanded
anticipation
through
consultation
analysis and the
ongoing research
with the market
research
consultants
respecti
vely
Regular
monitori
ng
ers,
Market
ing
Gener
al
manag
er and
Store
Gener
al
Manag
ers
Environmental
risks due to
the operations
of Australian
Hardware
Low Mediu
m-High
 Proving
training
towards all
level staff at
the
Australian
Hardware
Continual
auditing of the
Environmental
Performance
against the
external
benchmarks as
well as the
Environmental
Performances
Continual audits
of the suppliers'
environmental
responsibility in
regard to the
sustainability
principles
Monthly Chief
Oper
ating
Office
r,
Store
gener
al
mana
gers,
Gene
ral
mark
eting
mana
ger,
Gene
ral
Oper
ations
Mana
gers
Failure for
complying
the
legislation in
jurisdictions
across
Australia.
Low High  Regular
update of
the
procedures
and the
policies
 Proper
maintenance
Triple bottom
line reporting at
the corporate
level as well as
the individual
store level
Monthly Gene
ral
Oper
ation
Mana
gers,
Store
Gene
Page 10 of 25

BSBMGT502
Nagendra Kapali
Student Id TS337
of the
registered
legislation
ral
mana
ger,
Chief
Oper
ating
Office
r,
Mark
eting
Gene
ral
mana
gers
Risks for the
community
due to the
Australian
Hardware
operational
process
Low Medium-
High
 Media
campaigns
for
encouraging
the
proposals
related to
the
community
events
sponsorship,
for example
 Community
Consultation
External
benchmarking
Marketing
questionnaire
Community
consultation
The Triple
bottom line was
reporting at the
corporate level
and individual
store level.
Monthly Chief
Oper
ating
Office
r,
Store
Gene
ral
Mana
gers,
Gene
ral
Oper
ation
Mana
gers,
Mark
eting
Gene
ral
Mana
gers
Low-quality
products
from the
suppliers
Low Mediu
m-High
Continual auditing
of the product
quality
Monitoring
consumer
complaints
Audit of the
suppliers’
quality
Monthly Store
Gene
ral
Mana
gers,
Chief
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BSBMGT502
Nagendra Kapali
Student Id TS337
Oper
ating
Office
r,
Mark
eting
Gene
ral
Mana
gers,
Gene
ral
Oper
ation
Mana
gers
The risk management plan as mentioned above is required to make to mitigate
future risks. As per the case study, Kim's new training role has found associated with
some risks. As the organization does not interested to spend more time while
training, hence, the operation process of the company would not get slowed. Kim's
managers have also prepared risk management during assign Kim's new role. At
first, the manager requires to find out the associated risks with the new role of Kim.
Documentation
As per the risk mentioned above management and work plan, it can be said that in
order to fulfill the provided action plan, documentation is much needed. Every step of
documentation would help to achieve the goals of the chosen organization. The
objective feedback support on regular basis documentation is seen as difficult for
disputing. Hence the following timeframe has been made for understanding the
overall objectives of the Australian Hardware.
Tasks Day
1-2
Day
3-4
Day 5-
6
Day 7-
8
Day 9-
10
Day11
-12
Approval of the Proposal
Agreed Work Plan
Page 12 of 25

BSBMGT502
Nagendra Kapali
Student Id TS337
Risk Management Plan
Meeting Initiations
Final submission
Figure: Timeframe
Assessment task 2
Introduction
Performance management system can be defined as a systematic approach that is
used for measuring the employees’ performance (Buckingham and Goodall, 2015).
Through this process, the organization is being able to align its missions and
objectives with remaining resources of the organization (Salama et al., 2018). The
process defines how the link between the system and the mission of the organization
can be created. The identified objectives of the performance management system
are to provide positive and negative feedback to the employees as per their
performances. The following assignment aims to provide a short training to the
employees of the Australian Hardware Wollongong store by the Hardware and
Homewares manager. The objectives of the study are to change the current
performance management system in terms of minimizing the identified risk factors.
Case overview
The following assignment is based on a case study Australian Hardware Wollongong
store. A major lack has been identified in the management system of the
organization. The employees are suffering from having sufficient confidence as they
were not provided any basic training regarding the management commencement.
The Hardware and Homewares manager of the organization has been asked to
provide a training session to the employees that they can be able to gain sufficient
confidence to work effectively. It also has been identified that the current
performance management system is not working and there is a lack of feedback
process along with the presence of a strong management system. The current
performance management system needs to be changed and improved for having a
better outcome. The employees are needed to be provided feedback as per their
provided services.
Required changes:
The employees should be provided proper training for achieving the targeted goals.
Page 13 of 25

BSBMGT502
Nagendra Kapali
Student Id TS337
The performance of the employees would be measured through the implementation
of a strong monitoring process.
The employees should receive positive and negative feedback as per their
performance.
The tracker of the required process should be maintained for future use.
The above mentioned processes are key factors of performance management
system that is required for the Australian Hardware Wollongong store. It has been
identified that the employees of the mentioned organization are suffering from low
optimization and low confidence. They need training on their job roles that they can
work effectively. The current performance management system needs to be
modified. Some changes have been made to the organization for having an
improved outcome. The next section would discuss the implemented changes.
Discussion of changes
Goal setting: Specific goals have been set for the employees that they can be
interested towards their work. The targeted goals help the employees of Australian
Hardware Wollongong store to be enthusiastic. It has been identified that more than
45% of the employees were feeling disengaged to their work as they were suffering
from low self confidence. Setting of specific goals has made them enthusiastic and
effective that they have been able to gain confidence through the process of setting
some specific goals. The employees have been able to understand clearly regarding
their respective job roles. It has helped them to grow interest and confidence towards
their work (Mone and London, 2018).
Performance measurement: Performances of the employees have been started to
be measured in terms of identifying their lacking factors and rectify them. It is
essential for the managing authority to keep an eye on the activities and
performances of the employees to identify their strength factors along with their
weakness factors. It has provided a brief knowledge on the activities and
understanding of the employees. It helps the manager of the Australian Hardware
Wollongong store to be determined how to divide job roles between the employees
as per their capability. The appropriate work division among the employees has
helped the employees to be more relaxed as it reduces their stress (Cappelli and
Tavis, 2016).
Feedback: Lacking confidence and optimization of the employees are one of the
identified risk factors of Australian Hardware Wollongong store. The employees have
been started to be provided both the satisfactory and unsatisfactory feedback as per
their services towards the job roles. It helps the employees to be effectively clear
regarding their services along with strong confidence. The employees are now able
to rectify themselves (Shields et al., 2015).
Performance appraisals: The methods of performance appraisals have been
started to evaluate the improvement of the employees who are working for a long
period in the Australian Hardware Wollongong store. In this way, the employees are
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BSBMGT502
Nagendra Kapali
Student Id TS337
gaining enough confidence as they can be aware of their strengths and weaknesses.
It is crucial for an organization to appraise its old and trustworthy employees to
provide some special rewards that can be more enthusiastic regarding their job roles
(Bititci, Cocca and Ates, 2016).
Training process: Training of the employees has been provided that they can be
able to do their work effectively with proper knowledge and conception. It provides
the employees of Australian Hardware Wollongong store to be surer about their
service. Training can make the concepts clear and effective for the employees
(Vermeeren, 2017). A major lack of technical advancement has been identified
between the employees as they were not provided any basic training. It has been
decided by the Hardware and Homewards manager of the Australian Hardware
Wollongong store to provide a 15-20 minutes short training to the employees for
gaining proper knowledge and confidence (Arnaboldi, Lapsley and Steccolini, 2015).
Record keeping: The manager of Australian Hardware Wollongong store has
decided to keep all the record of the processes that are necessary and required for
the organization. It would help the organization to make major decisions regarding
the organization in future (Cappelli and Tavis, 2016).
Project objectives
The following assignment aims to plan a performance management plan to develop
the service of the Australian Hardware Wollongong store. The study objective is to
provide positive and negative feedback to the employees as per their performances.
The identified lacking factors are lacking proper training and management
commencement, lacking of required rewards aligned with recognition and moreover,
lacking of effective feedback process along with the presence of effective
management. Training is needed to fill the gaps of the management system (DeNisi
and Murphy, 2017). It was hoped that the risk factors would be minimized after the
implementation of a strong performance management system by the manager of the
organization. The purpose of the project is to deliver a short training process for the
employees that they can be able to work effectively.
Training session plan
Training should be provided to the employees of the Australian Hardware
Wollongong store as they are suffering from a major lack of confidence. The
employee performance has fallen at a noticeable rate and the employees are unable
to gain confidence regarding their services. The sales volume of the organization
along with the customer satisfaction started to decrease. The training is essential for
minimizing the identified risk factors that are responsible behind the decrement of the
organization. The identified lacking factors are lacking proper training and
management commencement, lacking of required rewards aligned with recognition
and moreover, lacking of effective feedback process along with the presence of
effective management. Training is needed to fill the gaps of the management
system.
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BSBMGT502
Nagendra Kapali
Student Id TS337
The training should be provided to the employees by the Hardware and Homewares
manager of the Australian Hardware Wollongong store for betterment. A short
training session of 15-20 minutes would be arranged by the managing authority of
the mentioned organization. The training is to be started at 29/10/2019 and the
employees are needed to attend the training for having a clear conception regarding
their job roles. The training would be provided in the organization surrounding that
the employees can attend the training session without having any travelling
difficulties and technological equipment would be there to make them understand.
PowerPoint presentation would also be provided to the employees for having a
better understanding regarding their services.
The training would require the proper documentation of the current performance
management system. It would help the manager to identify the major lacking factors
in the employees that are leading the employees towards low-confidence. Existing
processed of development would also be analyzed to implement new and innovative
processes. Identified amendments would be presented to the employees with
rectified processes of development. A flow chart of the revised presentation would
also be provided to the employees. A powerpoint presentation would be presented to
the employees along with a specific timeframe and authentic documentation. The
newly implemented changes in the current management system would be conveyed
to the employees and the managers. It would help the managers to train the
employees according to the implemented changes. The employees would also
receive a significant number of benefits after the implementation of newly changed
processes.
Conclusion
It can be concluded that Performance management system is a systematic approach
that was used for measuring the employees’ performance. Through this process, the
organization was being able to align its missions and objectives with remaining
resources of the organization. The process defined how the link between the system
and the mission of the organization can be created. The following assignment was
based on a case study Australian Hardware Wollongong store. A major lack was
identified in the management system of the organization. The employees were
suffering from having sufficient confidence as they were not provided any basic
training regarding the management commencement. Thereafter, the management
authority of the organization decided to provide proper training to the employees that
they can be able to provide a more effective service
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BSBMGT502
Nagendra Kapali
Student Id TS337
Assessment 3
Appendix 2 Coaching plan
Coaching Phase Notes/questions/planning
Goal and performance
expectation
 Explaining Kim, the purpose of the company
along with the target set for the employees
 Training her to use the equipment properly
and make the transaction process error-free.
 Develop her attitude of friendliness towards
the customer by explaining to her the
importance of having a healthy relationship
with the customers.
 Changing her style of approaching her
colleagues and influencing her to become
more supportive.
Questions:
What are the ways to achieve the organizational
expected performance?
Reality of actual
performance
 Explain to her the importance of being serious
wherever required to maintain the trust of the
customers.
 Teach her the necessity to have knowledge
and information about the products and not
asking her colleagues
Questions :
What is the specific performance needed to
demonstrate?
Opportunities to develop  Showing her opportunities provided by the
company to increase her ability and
encourage her to utilise the opportunity
 Provided her with 7-10 hours of training and
reviewed her progress again.
Questions :
What are the specific opportunities to develop?
Willingness to develop and
commitment
 Talk to her about the attitude of putting no
effort to learn new technology and applying it
in her job.
 Motivate her to make an attempt from her end
to identify and understand the opportunity
provided to her
 Provide training to develop a willingness to
work and make a commitment to her work.
Questions :
How to enhance the commitment in organizational
context?
Page 17 of 25

BSBMGT502
Nagendra Kapali
Student Id TS337
Appendix 3 Performance development plan
Name and position: Kim Smith
Manager: Review period:
Reference From operational plan Key result area Indicator of
success/performance
Status report/results
1. Increase performance by
explaining the goal as well
as Expectations.
Ex. $5000
Financial Increase in the total
units sold along with
collecting revenue
above $8,000 per
month as well as
making an attempt to
reach $10,000 per
month.
Slightly increase in the
total unit sold along with
obtaining the nearly
$6,000 per month.
2. Explaining Kim about the
importance of customer focus
training Kim on the process to
increase customers in a
positive manner.
Customers
focus
Observe an increase in
score of customer
focus from 5 out of 10
to 7 out of 10.
Customer having trust in
Kim about choosing the
product based on the
requirements of the
customers.
3. Training about the information
of the product along with
explaining the importance of
having knowledge about
products.
Customers
focus
Observe an increase in
score of customer
focus from 5 out of 10
to 7 out of 10.
Does not require to ask
co-workers about the
details of the products.
4. Developing skills to handle
technology and system for
completing the transaction
process error-free.
Internal
process
efficiency
Taking 2-3 minutes for
completing any sales
transaction, without
any error that needs to
be rectified later.
Making no significant
error in the transaction
process along with
mastering the point-of-
sale mechanism.
5. Developing a willingness Learning and
development
Grabbing techniques,
a technology used in
the training process
Kim is making an effort
to catch the teaching
provided in the training
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actively process along with
incorporating the
technology in her work.
6. Inbuilding commitment towards
work
Learning and
development
Showing interest
during the training
session and actively
asking the question to
clear all doubts.
Answering to question
related to the technology
and technique used
along with expressing
commitment towards
work.
Achievements:
Ability to use point of sale technology for transaction,
Increase the amount of revenue collected by meeting the
target
Enhanced customer focus along with healthy customer
relation
Areas of opportunity:
Customer service,
Increase income
Expertise in using a technological tool
Improving business skills and increase
motivation to work.
Next performance review period: 6 months
Manager’s comments: The personality development plan includes the issues faced by the company
to ensure that Kim performs her work effectively and meet the targets set for her. The personality
development plan will increase performance by explaining the goal as well as expectations, teach
Kim about the importance of customer focus, train her on process to improve customers in a
positive manner, educate her about the information of the product along with explaining the
importance of having knowledge about product, develop skills to handle technology and system for
completing transaction process error free and develop willingness along with building commitment
towards work.
Signature: Date:
Staff member’s comments: The plan for developing personality includes the scope for development
along with explaining the importance of having an attractive personality. The program might be
more productive, had the company provided some rewards to the employees who put the best work
after the training session. The motivation works better when rewards come with it. The awards of
any form grab the attention of the employees and workers become more attentive towards the
training.
Signature: Date:
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Name and position: Kim Smith
Manager: Review period:
Reference From operational plan Key result area Indicator of
success/performance
Status report/results
1. Increase performance by
explaining the goal as well
as Expectations.
Financial Increase in the total
units sold along with
collecting revenue
above $8,000 per
month as well as
making an attempt to
reach $10,000 per
month.
Slightly increase in the
total unit sold along with
meeting her target.
2. Explaining Kim about the
importance of customer focus
3. Training Kim on the process to
increase customers in a
positive manner.
Customers
focus
Indication of increase
in score of customer
focus from 7 out of 10
to 9 out of 10.
Customer are able to
trust Kim about
considering opinion in
selecting the product
based on their
requirements.
4. Training about the information
of the product along with
explaining the importance of
having knowledge about
products.
Customers
focus
Indication of increase
in score of customer
focus from 7 out of 10
to 9 out of 10.
Does not require to ask
co-workers about the
details of the products.
5. Developing skills to handle
technology and system for
completing the transaction
process error-free.
Internal
process
efficiency
Taking less time such
as 2-3 minutes for
completing transaction,
without any error that
needs to be rectified
later.
Making no significant
error in the transaction
process along with
mastering the point-of-
sale mechanism.
6. Developing a willingness Learning and
development
Learning techniques, a
technology used in the
training process
actively
Effort expressed by Kim
is evident in grabbing
the training provided in
the training process
along with including the
technology in her work.
7. Building commitment towards
work
Learning and
development
Exhibiting positive
interest during the
training session and
Answering to question
related to the technology
and technique used
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clarifying the queries
for clearing all doubts.
along with expressing
commitment towards
work.
Assessment 4
1. Coaching and Monitoring
1.1) Recognitions: Coaching and Monitoring should be an essential part of an
organization. Coaching offers vital guidance and necessary support in overcoming
obstacles, developing insight, improving overall wellbeing, gaining the perfect skills.
Recognition is most for an organization. Wollongong organization provides a
fantastic coaching and monitoring programme in the international market.
Wollongong provides the individual application to help in achieving the desired
change. It helps ones to make their way in the path of progress. In the monitoring
and Coaching, the motivation skill would be increased rapidly.
1.2) Continuous feedback: The Manager of Australian hardware and home wares
company willing designs a different policy to build the coaching and monitoring for
this organization. In the hardware company, the recognition and continuous
feedback would be a help in the case of reinforcing excellence. The continuous
coaching would be helpful. This organization could be able to increase their
performance in various ways. The reinforce excellence in performance could be
improved by detecting Monthly review of this company. And the hardware company
can polish their system output. The output is that in which information produced by a
system or process from a specific input.
 There are several ways to coach individually and the procedure of proper
monitoring, specifically with poor performance. The Wollongong organization
could be able to coach personally to make motivation in poor performance. It
would be helpful for an individual to cope and deal with complexity. The
manager of hardware and home ware company would be able to consider the
organization’s performance management policy. The Australian Wollongong
organization can make a better Monitoring and coaching policy for better
improvement of the organization.
2. Legal Content
The manager of Hardware and homeware organization in the Australian Hardware
Wollongong store would like to show his concern for business purposes. The
Wollongong organization is highly concerned about their performance management
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to follow the legal requirements. This organization wants to follow the relevant
legislation path for the increase of production. The legislation is the law which has
been promulgated by an organization.
2.1) Health and Safety: In the question of legislation, the Health and Safety is
essential for Wollongong organization. They follow the policy of WHS. The motive of
this policy is to ensure that the work is carried out safely by following the rules of
Australia. According to Australian legal obligation and ethical standards the hard
work company should maintain the demand for safety of employees. They should
arrange a safe workplace. It is the responsibility of the organization to provide a safe
place for clients, employees, contractors and of course, the visitors. The other
applicable legislation of Wollongong is crucial.
2.2) Industrial Relationship: The organization always connects with core
relationship among the industry. In willing the industrial link is essential for the
improvement of the future. It should always be maintained the fundamental right in
the fair work system. This workshop has a good relationship with others. The
organization should maintain the relationship between employees.
2.3) Equal employment: Another important thing is equal employment opportunity. It
should be mandatory for an organization to produce a comparable opportunity
system for every employee. It is connected with ethical issues. Equal employment
should be most important things to run an organization smoothly.
Environmental Issues: There is a significant question in the analysis of
environmental issues at Wollongong. The significant problems of Wollongong with
the environment are that the land release and flood. The environment issue is the
biggest problem for the organization. In the flood issues, the organization should
have been taken a critical movement.
Considering this industry, the most relevant issue which identified one purpose is
Health and safety issue. The Australian hardware company is connected with an
appropriate logistic requirement, and that is WHS.
3. Seeking Advice
The manager of Hardware and Homeware at The Wollongong organization in
Australia. The sales representative and Customer service officer Kim smith could not
fulfil the expectations of the organization properly. There is urgency for consulting
with the employee in the issue of customer feedback and ongoing coaching.
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3.1) Internal Source: The organization has to find out the fault of reasons of the
irregular behaviour. The internal source is CEO of the organization which lead the
organization to intensify the organizational management. Hence the employee who
is currently employed in organization the organization has arranged an internal
source of performance management.
In the organization, the work system should be generous and exciting for all the
employees. In this situation, if the organization would be unable to go smoothly, so
there is a strong need for advisement. A person’s self-esteem can be taken as
internal source such as independent thinking, moral commitments and productive
projects. Self-esteem is an individual ‘s subjective evaluation of their own worth.
3.2) External Source: The external source includes government, consultancy. The
enhancement of the external source influences the interest rates and leads the
organization to afford governmental policy. These are the most valuable post in the
Human resource category. The Government policy also enhances the monitory
policy and leads the organization to develop the potentiality. The business
development manager would be able to discuss the topic of the tariff. The executive
management can be adequately revealed from the BDM. The primary function of it to
create showroom traffic. The BDM will be responsible for the planning and directing
the work in a group.
The operation management is another adviser to run the organization properly. It
involves all planning, coordination between employees, the process of creation of
goods and management. The operational manager can be an adviser.
To run smoothly of an organization, there is an important matter is consultancy with
others. The organization should arrange an external adviser for the better result. It
can be a person who is professional in this work, or it can be a governmental
consultant for managing the poor condition of the organization. External source
denotes recruitment from outside of the organization. The internal source has to be
used for extinguishing the demand of the organization. An external source can be an
Employment agent, Employment exchange, Campus recruitment, management
consultant and Web publishing etc.Seeking advice is essential for the organization to
build up a better organization.
The management consultancy firms help to the organization to recruit official,
managerial, and professional zone.They specialise in the top level and the middle
level of the placements. They maintain data bank and office executive for the better
result. They provide different kind of qualification and skills to the requirement of their
clients.
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4. Counseling and supp
4.1 There are various steps which had to be followed to council the employees and
those are documentation of the specific problems of the performance. Appropriate
documentation of the poor performance is the way to counsel the employees.
Moreover, the consequences also have to describe counsel the organizational
employee. An employee needs sufficient knowledge on the job role for having an
improved contribution to the organization. In this case scenario, Kim smith is unable
to meet the needs and requirements of the organizational expectations due to some
major lacking issues. The employee has been warned about her dismissal if she
couldn’t improve her performances. However, she is still not able to provide her best
performance to the organization. The hardware and home wares manager at the
Australian Hardware Wollongong store has decided to provide the employee
counseling that she can be able to improve herself. The employee should be
provided proper training along with PowerPoint presentation on how to meet targeted
goals within the given time.
4.2 Targeted goals are needed to meet by the employees as this is considered as
one of the major legislations of any organization. Kim Smith, who is one of the
customer service and sales representatives, can be dismissed for not being able to
meet the organizational targets.
4.3 Salary increment with incentives is the most relevant award for an employee’s
contribution at Australian Hardware. It makes an employee interested towards
his/her respective job role.
4.4 The employee named Kim Smith can be provided proper training along with
visual treatment for clarifying her doubts regarding her job roles. She can get the
support of the managing authority of Australian Hardware Wollongong Store by
having a clear documentation of the current management system to understand
properly.
5. Dismissal
5.1 The termination plan included the development of a plan and arranges a time
line to improve the activity skills of Kim Smith. Preparation of accurate
documentation also inaugurated as the effective factor to influence the termination
activity in organizational context. Moreover, the hierarchical department is also
employed to enforce the employee to leave with prominent regulation and dignity.
Kim Smith has been warned for her poor performance in the organization. She was
also asked to improve herself by having some provided training to clarify her
confusion regarding her job role. The Australian company tried its best to provide her
proper training along with some required tools. However, no improvement has been
noticed and the managing authority has decided to terminate her. She would receive
a notice period of 15 days with a termination letter where the termination reason
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would be clearly stated. All the clearance of her due payment would be done, and
she would not get a chance again to stand for herself.
5.2 The employee should not be feeling guilty for her termination as being terminated
is not a sin. She would be convinced that she was not fitted into this organization.
This is one of the unlawful dismissal rules that must be followed. Kim Smith was
unable to improve herself for some issues. Maybe, she was not for this job role. It
doesn’t mean that she is unable to do any job.
Conclusion
It can be concluded that Performance management system is a systematic approach
that was used for measuring the employees’ performance. Through this process, the
organization was being able to align its missions and objectives with remaining
resources of the organization. The process defined how the link between the system
and the mission of the organization can be created. The following assignment was
based on five case studies of Australian Hardware Wollongong store. A major lack
was identified in the management system of the organization. One of the employees
was unable to improve her performances, even after provided training. Thereafter,
the management authority of the organization decided to terminate the employee
with respect and convinced behavior.
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