Action Plan for Improving Staff Performance in a Pizza Store

This report presents an action plan for improving the performance of staff in a pizza store. It includes work plans for two staff members, performance standards and code of conduct, risk analysis, communication plan, contingency plans, measurement of performance, and performance management system.

Running Head: DIPLOMA OF BUSINESS ADMINISTRATION
BSBMGT50415
Name of the Student
Name of the University

1DIPLOMA OF BUSINESS ADMINISTRATION
Introduction
Sunny Side Pizzeria is a pizza shop that has reported certain issues with the staffs who
have been performing below their mark. The company management wants to resolve these issues
and take suitable actions that will increase the overall productivity and profit margin of the
stores. Initially, the below par performances of the two employees have been highlighted and the
company wants to take actions that will help the employees to gain more understanding of their
duties and improve their performances.
In this report, a detailed action plan has been developed that has been aimed to provide
clear approach towards suitable actions that will solve the issues faced by the pizza store. This
plan also involves various management level employees who will need to take appropriate
actions within the organization to reach the actual goal of increased profit and productivity.
Work Plan for Two Staff Members
The work plan for two staff members are developed as follows.
Staff 1: Receptionist
Employee Name: Mr. A Black Performance Cycle – from: 14/1/19 to: 14/2/19
Position: Receptionist Supervisor: Mr. J. Wright
Goal Improve work performance.
Meeting Discussion
Supervisor Sign Date Employee Sign Date

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Review Outcome
Supervisor Sign Date Employee Sign Date
Component / Action Resources Timeline Criteria for Success Result (Supervisor
Sign)
Communication with
customers Verbal instructions 14/1/19 – 24/1/19 Better interaction with
the customers
Technical training
regarding handling of
payments
Technical training
resources (computer,
online payment card
reader, etc.)
24/1/19 – 28/1/19
Efficient handling of
the payments and
generating invoice
against the orders
Communication with
other staffs Verbal instructions 28/1/19 – 31/1/19
Better interaction with
other staffs regarding
new orders placed,
dispatching of orders
for home delivery and
others
Staff 2: Waiter
Employee Name: Mr. C Charles Performance Cycle – from: 14/1/19 to: 14/2/19
Position: Receptionist Supervisor: Mr. J. Wright
Goal Improve work performance.
Meeting Discussion
Supervisor Sign Date Employee Sign Date
Review Outcome
Supervisor Sign Date Employee Sign Date

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Component / Action Resources Timeline Criteria for Success Result (Supervisor
Sign)
Serving the customers
Mock resources like
customer table,
cooked pizza and
others
14/1/19 – 24/1/19
Serve the food to the
customers
appropriately and in
polite manner, no
spillage of food
Cleaning up of the
table after customer
exist
Cleaning materials 24/1/19 – 28/1/19
Immediate and
efficient cleaning up
of the table after the
customers have eaten
and vacated the table
Food delivery Vehicle (scooter /
bike) 28/1/19 – 5/2/19
Delivering the ordered
food to the customers
without any damage
to the food packages
Performance Standards and Code of Conduct
In order to ensure the staffs of the Pizza shop work as per the organizational needs and
requirements, it is important to set up some performance standards and general code of conduct.
Some of these performance standards and code of conduct are listed and discussed as follows.
Customer Service – Prompt service must be provided to the customers without any
exception case. Even during peak hours, the orders will have to be taken from the customers one
by one without any distraction. No customers will be kept in waiting while the staffs perform
other activities like chatting, calling and others. After accepting each order, the details must be
shared with the kitchen immediately. The food will be served to the customers in the order to the
orders taken from them.
Customer Communications – No staffs in the restaurant should misbehave with the
customers even if there is a fault from the customer’s end. The complaints made by the

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customers must be treated promptly and in a professional manner at all the times. In case a
particular food item is not available, the same will have to be politely conveyed to the customer
before he makes an order.
In House Behavior – No staffs should quarrel among themselves inside the restaurant
promises at any point of time. In case of misbehavior or poor work from one of the staffs, the
other staffs can escalate the issue to the store manager who will take necessary actions
accordingly.
Risk Analysis
Source /
Hazard
Event /
Incident
Likelihood Consequen
ce
Level of
Risk
Cause (s) Controls When
and
Where
Fire
Hazard
Fire
breakout
from the
oven
Likely Disastrous Very
High
Mishandling
of the Oven
Use of fire
extinguishers
and insulating
materials
24 hours,
inside the
kitchen
Poor
food
hygiene
Body
fluids,
hairs of
chef
falling on
the food
Likely Sickness of
customers
Medium Handling food
without proper
protections
like gloves,
hair cover, etc.
Providing the
chefs with
protection
materials like
hand gloves,
hair cover,
etc.
Daily,
inside the
kitchen
Poor
quality
of food
Procurem
ent of
poor
Unlikely Sickness of
the
High Poor quality
of raw food
materials like
Hire a reliable
seller who
will provide
Every
Day,

5DIPLOMA OF BUSINESS ADMINISTRATION
quality
raw food
materials
customers rotten meat,
vegetables
infected by
germs and
insects, etc.
best quality
raw food
materials from
reliable
sources
Kitchen
All the three hazards discussed are likely to happen at any time in the Pizza shop that will
result in the significant downfall of the business of the company. Hence, the control actions are
top priority of the company and all the goals of the control actions discussed are very much
realistic and will not require too much funds or work.
Communication Plan
After the development of the work plans for the two staffs, it has been seen that the
waiter, for whom a plan was developed, is still performing below the mark. He has not been
prompt at serving the customers or cleaning of the tables even after repeated requests from the
customers. Hence, it is required to communicate with this staff in order to discuss the reasons
behind the poor performance of the staff and how it can be enhanced.
A personal interview of the staff by two or three management members including the
store manager will be useful for this purpose. In this interview, the staff will be asked to justify
his below the mark performance and the reasons that are preventing him to serve the customers
promptly. In case the staff states that there is a lack of proper understanding regarding his duty in
the store, a coaching plan can be arranged that will help him understand his roles and duties and
provide the customers with prompt service. He will be also provided with notification that his
actions inside the shop will be monitored for the next one month and even after that time, his
performances are below the mark and he is himself at fault for the same, the company will take

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serious actions against him. In this one month period, he will be communicated on frequent basis
by the store manager when he can report any issues or problems he is still facing at the
workplace.
Contingency Plans
Two contingency plans for the shop are explained as follows.
Introduction of Staff Training – In this plan, a staff training program is to be introduced
that will be presided over by the store manager. Any new recruitment in the staff team will have
to go through this training procedure that includes on the job training with the other staffs in
order to gain sufficient experience. This training program will benefit the new staffs who will
then be fully aware of their job roles and duties in the workplace. Furthermore, the staffs will
also develop communication and coordination skills with the other staffs so that there are no
behavioral problems in the future. They will also be provided with store management training
that will be useful if some other staffs leave their jobs and these trained staffs will be able to
handle the additional responsibilities until new staffs are recruited.
Implementation of Workplace Health and Safety Measures – This is also an important
contingency planning that is mainly focused on protecting the health and safety of the staffs as
well as the customers inside the store. Some of the major workplace health issues that may occur
include fire from gas ovens, electrical circuits, food quality issues due to poor hygiene and
quality of raw food materials and others. Hence, suitable actions must be taken to control these
issues. These actions include implementation of fire extinguishers, insulation materials inside the
kitchen, technical upgrade of the electrical circuits, providing gloves, hair cover and other
equipments to the chefs, finding a reliable supplier for raw materials like meat and vegetables

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and others. The staffs should also be provided with knowledge regarding safe practices inside the
workplace that will help to prevent any type of hazard inside the shop.
Measurement of Performance
Under the first header, individual work plans have been developed for two staffs in the
Pizza store. However, simply developing the work plan is not sufficient unless there is also
monitoring plan for the performances of the selected employees. In order to monitor the
performances of these two employees, a feedback system can be developed for both the
customers and the internal staffs of the company. The feedback system will mainly include
providing feedback for the services of the staffs. The internal staffs can also provide feedback
regarding the two selected staffs and based on the results, the management can take suitable
measures.
In order to measure the performances of the staffs, it is important to set KPIs (Key
Performance Indicators) for the staffs. This KPIs will provide a benchmark value for the
performances of the staffs and they must exhibit these KPIs in order to provide positive work in
the workplace. These KPIs will also assist the management to monitor the performances of the
staffs and if the staffs are unable to fulfill their KPIs, the management can take suitable actions
accordingly.
Performance Management System
The performance management timeline is developed as follows.
General

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Performances of the store staffs in the next 1 month
Probationary staff
Performance of the probationary staffs in the next 2 months
Special cases/interim reviews
Every 15 days
Performance planning/review meetings
Every weekend
Documentation
Every weekend
Coaching Plan
EMPLOYEE COACHING PLAN Date
Employee Name Mr. C Charles Manager
Name
Mr. J Wright
Organisational
Objective
Polite and prompt behaviour from the waiters
Operational Objective Quick actions like serving food, cleaning tables
Individual Objective Perform as per work order and attend to the customer requirements
EMPLOYEE RESPONSIBILITIES MANAGER RESPONSIBILITIES
DEVELOPMENT
AREA
ACTIVITIES SUCCESS
CRITERIA
MANAGER
ACTIVITIES
MILESTONES TARGET
DATES
Service Serving food,
cleaning tables
Prompt
services,
polite
Supervise staff
activities
Evaluation
meeting at end of
15/2/19

9DIPLOMA OF BUSINESS ADMINISTRATION
behaviour
with the
customers
day
Feedback Plan
HR Professional Consulted: PLEASE FILL
Position: HR Manager Date: 5/1/19
Feedback Response
1 Human resource activities
Mixed
2 Ethical environment in the store
Positive
3 Services to the customers
Mixed
Sample Counseling Session Plan
IDENTIFY NEED FOR COUNSELLING
Focus a counselling session:
PREPARE FOR COUNSELLING SESSION
Select a suitable place Meeting room Suitable time End of day
Gather information Regarding staff activities Notify employee (well in
advance)
Yes
Determine components
of session
Staff activities Code of Conduct Workplace Safety
CONDUCT COUNSELLING SESSION
Opening the session The session will be
opened by the store

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manager regarding the
activities of the staffs
inside the store
Develop an action plan The action plan will be developed considering the data that have been gathered
from the meeting
Record and close session The session will be recorded at the end of the meeting
Follow up Follow up of the session has to be taken at the end of the week
ASSESS COUNSELLING SESSION AND ACTION PLAN
Review counselling
session The counselling session will be reviewed at the end of the week
Review action plan The action plan will be reviewed before the next counselling session
Conclusion
In this report, a detailed action plan has been developed regarding the evaluation and
analysis of the performances of the staffs in the pizza store. In this action plan, two staffs have
been highlighted to have performed much below the mark. Based on this highlight, individual
action plans have been developed regarding each of their performances that can be used by them
to improve their performances in the store. Moreover, some other plans have been developed
regarding the performance analysis and evaluation process that will help to identify more issues
in the future so that they can be solved with suitable actions.