Performance Management Practices for Business Processes of an Organisation

BSBMGT617 DEVELOP AND IMPLEMENT A BUSINESS PLAN
ASSESSMENT TASK 3 - PERFORMANCE MANAGEMENT
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In order to achieve efficient as well as effective results, it has become Inevitable to make use of
performance management practices for the business processes of an organisation. By applying
the models of performance measurement, a business organisation such as the Coffeeville can
ensure that the processes are aligned with the business strategy. It can be said that the choice of
performance indicators is dependent on the organisation itself. However search models lakh
guidance in regards to the existing performance indicators and how they can be involved in the
practice as well.
One of the most well known multidimensional models of performance measurement is the
balanced scorecard model that was developed by Kaplan and Norton that takes into account the
four approaches to the performance of an organisation which are namely the financial
perspective, the customer perspective, the internal operations and processes perspective and the
learning perspective. This model helps in translating the business strategy of the organization in
terms of operational indicators of performance. It also helps in aligning the objectives with that
target for the perspectives of performance that have been identified. In order to measure the
performance of the Coffeeville, the balanced scorecard model is preferable.
The balance scorecard model Has been designed in order to find the equilibrium between the
financial as well as the non financial indicators of performance. Also helps in balancing the
interest of the external as well as internal stakeholders. Most importantly this model helps in
analysing and balancing the presentation of past performances as well as prediction of teacher
performance. The balance scorecard model encourages the business organisations to directly
derive the long-term objectives from the overall business strategy and link them to the
operational and short term target. In order to measure the performance the indicators need to be
define periodically in order to continuously measure the objectives. The indicator will be among
any one of the four perspectives of performance.
During the routine performance measurement schedule using the balance Court card model, the
managers can make use of colour coded labels assigned to the actual performance on the short
term goals and objectives of the company. The model in question resumes logical relationship
among the four perspectives of performance that is an increase in employee skill level is
expected to impact the quality of services as well as product which will help in improving
customer perception. The results obtained for the perspectives will be analysed in order to
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identify a strategy that will contribute to increasing the financial performance of the Coffeeville
which in turn will dictate the mission vision as well as organisational strategy of the company.
The performance indicators have been classified into two different categories namely the
performance outcome and the performance driver. The indicators which belong to the financial
as well as the customer's perspective are utilised for measuring the performance. On the other
hand perspectives of the internal operations and processes as well as the learning perspectives
have been considered as typical drivers of performance. However, the balance score card model
does not take into consideration the adaptability of the managers and the organisational culture
which makes it necessary to identify suitable indicators that take into account the various
perspectives of the organisational strategy.
The different perspectives of performance that have been discussed required further designing of
the performance indicators that will help in distinguishing between the different perspectives.
The performance indicators chosen need to be operational which can be used for describing
exactly how the performance is being measured and against which values the results can be
compared against. The qualitative statement that is used for measuring the level of customer
satisfaction is operationalization. In any case a business organisation cannot keep generating
revenue and profit by utilising the existing indicators of performance it is necessary to
investigate the performance indicators that are used in measuring the performance of different
operations and processes.
In order to select a performance indicator it is necessary to put them through a evaluation criteria
which helps in summarising the desirable characteristics that needs to be monitored. The
performance indicators are dependent on the organisation and hence it is quite obvious that
means indicators will be derived from the objective, mission, vision and strategy of the business
organisation which will be aligned with the financial and nonfinancial aspects of the business.
Names of underperformers Area(s) of
underperformance
Expected performance
Chief of operations
(Kitchen) and cooks
● Making list of stock
and inventory
● Providing safe and
hygienic food and
● Delivery of quality
and timely food which
involves less or no
complaints
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