Manage People Performance

This document provides guidance on managing people performance, including monitoring and evaluating performance, developing work plans and team objectives, and setting KPIs. It includes case studies and practical examples to help you understand the concepts better. The document is suitable for managers, supervisors, and team leaders in any organization.

Manage People
Performance

Table of Contents
ASSESSMENT 1.............................................................................................................................5
PART B – MONITORING AND EVALUATING PERFORMANCE..........................................5
Q1. Collect all the performance related paperwork that you, as a manager, supervisor or team
leader are required to complete then, using the flowchart that is developed make a note on the
flowchart as to where each document is used and why...............................................................5
Q5. Identify a member of your team for whom you have reviewed performance in the past 12
months or so. Remember, don’t use their name, instead, use an identifying characteristic........6
ASSESSMENT 2.............................................................................................................................9
PART A – Develop the Work Plan and the Team Objectives & KPI’s..........................................9
Q1. Organisation & its background.............................................................................................9
Q2. Vision, mission and purpose of the organisation..................................................................9
Q3. Goals/objectives of the organisation...................................................................................10
Q4. An organisational structure chart that shows how the organisation is structured...............10
Q5. Identify the name of your team...........................................................................................10
Q6. Identify the objectives or goals of the team........................................................................10
Q7. Develop the performance standards....................................................................................11
Q8. Identify the key tasks that need to be performed................................................................11
Q9. List 3 key tasks that need to be performed by the team......................................................11
Q10. Outline the strategies you will use to consult and engage with your team.......................12
Q11. Using the team performance standards.............................................................................12
Q12. Each of the performance standards explain......................................................................12
PART B – Risk Management Plan................................................................................................13

Q1. Identify any potential risks associated with performing each of the tasks along with the
risks or associated dangerous in not achieving each task..........................................................13
Q2. Conduct a risk assessment. The risk assessment should include the probability and impact
of each occurring and the consequences....................................................................................13
Q3. Identify the risk control strategy and measures to be implemented for each risk identified.
...................................................................................................................................................14
PART C – Team Work Allocation................................................................................................15
Q1. List each member of your team..........................................................................................15
Q2. Make a list of each team member’s key skills and knowledge...........................................16
Q3. Based on the lists of skills and knowledge, allocate key tasks to each team member........17
Q4. Explain why you have allocated the tasks to the various team members and why this is the
most effective and efficient allocation.......................................................................................17
Q5. Identify one skill set required in the team...........................................................................17
PART D - PERFORMANCE MANAGEMENT..........................................................................18
CASE STUDY 1 UNSATISFACTORY PERFORMANCE.........................................................18
Q5. Provide a copy of the performance plan you develop with Pia to address this performance
issue and make sure you outline the steps she needs to take to improve and the timeline agreed
to for review...............................................................................................................................18
CASE STUDY 3 MISCONDUCT................................................................................................18
Q3. Write a letter of termination to give to Sam.......................................................................18
REFERENCES..............................................................................................................................20

ASSESSMENT 1
PART B – MONITORING AND EVALUATING PERFORMANCE
Q1. Collect all the performance related paperwork that you, as a manager, supervisor or team
leader are required to complete then, using the flowchart that is developed make a note on
the flowchart as to where each document is used and why.
Once all the paperwork that was related to performance is completed by me as a team leader and
supervisor then these people was a need to be circulated in the department amongst others
according to the flowchart that was provided earlier in assessment 1.
FLOWCHART
 Planningis the first stage of performance management cycle where this work will be
provided for analyzing and understanding the skills and capabilities of employees and
each individual that is working in the organization (Armstrong, 2016). Once these

documents are provided to the planning stage it is easy to locate and responsibilities
employees in future.
 Trackingis the second stage of performance management cycle where these documents
are provided in order to track on the performances and agenda that are accomplished by
the employees and those agenda which were not fulfilled by them and the individual was
unable to perform their job role efficient.
 Regular Feedback stages are where these documents are provided helping the team
leaders and superiors to know the actual performance standard of each teammate. This
feedback which is provided to team leaders allow them to appropriately allocate task to
their subordinates and keep a track of their performance standards (Bader, Schuster and
Dickmann, 2015).
 Formal reviewis the last stage of performance management cycle these documents are
provided to provide a review and feedback to employees about the efforts and actions
they undertake while performing their tasks and also to inform them about their
efficiencies and inefficiencies.
Q5. Identify a member of your team for whom you have reviewed performance in the past 12
months or so. Remember, don’t use their name, instead, use an identifying characteristic.
 List the set of performance standards and KPI’s that was developed and mutually agreed
too.
Considering the organisational goals and strategies list of three KPI's is developed that are
enabling the organisation to attend the strategic goals and objectives.
1. Excellence in best practice and patient care.
2. Continuous expansion and safe working environment for all the patients and worked
force that are present in the organization.
3. Attracting and influencing new patients to the practice along with maintaining the
existing customer base and patient number.
 How closely do these performance standards and KPIs match up with the organizations
or departments code of conduct?
 How much time was spent on discussing the KPIs and making sure that both you and
your employee were happy with them?

While discussing the KIP's and making sure that both the organisation and employees are
satisfied and happy with the developed key performance indicators it took the management
around 1 hour to effectively develop appropriate key performance indicators and keep
everyone happy.
 Explain how you rated their performance for each of these KPIs over the period
reviewed.
For each of the key performance indicator the rating system is reviewed over 12 months.
Excellence in best practice and patient care.
The employees are given ratings on three bases divided in colours where green colour
highlights the performance standard between 100% to 75%, then comes amber colour which
shows the performance standard between 75% to 65% and at the end red colour highlights
the performance below 55%.
Excellence in best practice and patient care.
KPI Timeframe Green Amber Red
Completed patient satisfaction survey rate Annually 75%>100% 65%>75% >%55
Number of employee mis-conduct incidents
reported
Annually 0 1 2
Number of employee fraud incidents
reported
Annually 0 0 1
Percentage of cancelled appointments Monthly 0% 10%>20% >20%
Continuous expansion and safe working environment for all the patients and workforce
that is present in the organisation.
what is key performance indicator the employees are treated with 0 to1 performance standard
under green colour, 2 – 3 under amber and more then 4 in red colour.
Continue expanding a safe working environment for patients and staff
KPI Timeframe Green Amber Red
Number of staff work health and safety
incidences reported
Quartley 0 - 1 2 – 3 >4
Staff trained in all WHS responsibilities Annually 100% 80% 60%
Management training for WHS amendments Quartley 100% 80% 60%

reviewed
Attracting and influencing new patients to the practice along with maintaining the
existing customer base and patient number.
For this key performance indicator the employees are rated on monthly basis where green
colour shows 30% performance, Amber shows 20% and red shows 10%.
Attracting new patients to the practice and maintaining existing patient numbers
KPI Timeframe Green Amber Red
Percentage of new patients to the practice Monthly 30% 20% 10%
Percentage of accepted treatment plans Monthly 80% 60% 40%
Percentage of no shows Monthly 0% 10% 20%
 How did you monitor their performance over the time period?
Excellence in best practice and patient care
KPI Timeframe Green Amber Red
Completed patient satisfaction survey rate Annually 75% 65% >%55
Number of employee mis-conduct incidents
reported
Annually 0 1 2
Number of employee fraud incidents reported Annually 0 0 1
Percentage of cancelled appointments Monthly 0% 10% 20%
Continue expanding a safe working environment for patients and staff
KPI Timeframe Green Amber Red
Required training needs for all staff Annually 80% 60% >50%
Number of patient safety incidents monthly Monthly 1 2 >2
Staff feedback on WHS. (How can it be
improved?)
Quartley
Attracting new patients to the practice and maintaining existing patient numbers

KPI Timeframe Green Amber Red
Percentage of new patients to the practice Monthly 30% 20% 10%
Measure the amount of accepted treatment
plans
Monthly 80% 60% 40%
Percentage of no shows Weekly 0% 10% 20%
 Do you think the rating given was fair and objective?
No, according to me the ratings which were given affair and objective.
 If not, explain why you think this.
According to me all the meetings which were provided but not fair and objective enough
because the employees were not at all involved while discussing the rating system which is a
huge lacking point and can cause a lot of differences and grievances in the organisation
amongst management and workforce (A Elliott and et. al., 2015).
ASSESSMENT 2
PART A – Develop the Work Plan and the Team Objectives & KPI’s
Q1. Organisation & its background
The name of current organisation is advancing dentistry to improve the health of every
Australian ADANSW which is specialised in the dental field and has dentistry professionals.
Along with this company represent 70% of the dentist and 79% of the specialist in there
organisation. Moreover their purpose is to have the best dentist in the world by considering the
oral health of people and for this they need the support of professional and expert dentist
throughout their entire career (Weick and Sutcliffe, 2015). Despite from this company has strong
professions and all are represented when to each other and offer comprehensive and respected
facilities to people.
Q2. Vision, mission and purpose of the organisation
The significant vision of companies to support their team members in order to become the
world’s leading dentist within the nation and across the world by offering best oral Health

Services. With their professional qualities and politeness company has capability to retain
maximum number of customers towards them (Moon and Hamner, 2017). Along with this the
mission of company is to develop advancement in the dentist industry in order to improve the
health conditions of every Australian citizen as there motivates to offer qualitative and cost
effective Dental Services and also consider the long lasting feature with it.
Q3. Goals/objectives of the organisation
The objectives are the factor that helps the company in order to achieve their prominent
objectives and desired outcomes with the help of suitable strategies. Goals are the factor that
motivates people in order to perform their task with full potential. Along with this the prominent
goals and objectives of company is professional is teamwork sustainability excellence respect
and more specially lifelong learning as company focus on the lifelong learning factor towards
their employees in order to offering suitable training to them (Van Waeyenberg and Decramer,
2018). It is offered to employees in order to make them more efficient and effective in order to
perform their job role and make the organisation quite sustainable.
Q4. An organisational structure chart that shows how the organisation is structured
The structure of organisation is very simple and follows the line organisational structure in
order to perform and complete the task. As per this is structure there is a proper chain that should
be followed by the company and the workers always have a fore man above their whom they can
significance report their overall work (D’antonio and Chiabert, 2018). The considerable structure
is very simple and easy to use within the organisation without the breakage of any rules and
norms as the organisation only need to do is to follow a proper line in order to accomplish their
work.

Q5. Identify the name of your team
In order to treat the people of Australia there is a team which is developed by considering
the many expertise and specialist that are capable enough to treat people and the name of team is
“Best of ADA NSW”. The team is developed in order to provide the best treatment to employees
and it has around 7 to 8 team members that are more work oriented and enthusiastic towards
their objectives.
Q6. Identify the objectives or goals of the team
They are significant goals and objectives that are developed before creating a team and the
objective behind the development of these goals is to achieve the desired outcomes and overall
performance. There are some goals of the team that are mentioned below:
 The first goal of team is to develop suitable professionalism in their work and personality
as well.
 Another goal is that the leader of team must support the team members in order to boost
their motivation level and it also needs to increase the engagement within the team.
 Educational excellence is there another goal as by which team provides effective
professional development knowledge two other dental professionals.

 Influence and connectivity is the another goal of team as they influence the people of
Australia and also develop connectivity in order to retain them for the longer period of
time.
 Lastly the goal of team is to make sure the sustainability is offered by them in their
overall performance and it also leads to maintain the relevance to the team members and
the community as well.
Q7. Develop the performance standards
By considering the above discussed goals and objectives there is a suitable performance
standard that is set by the organisation towards the team which is to offer sustainable services
with their professionalism and educational excellence is useful in order to enhance the overall
services of their organisation (Phillips, 2016). As the performance standards helps in developing
the overall performance of employees and Organisation as well.
Q8. Identify the key tasks that need to be performed
By considering the preceding performance standards and goals there are suitable task that
should be performed by the team members in order to improve the overall performance of
company and reputation as well. In relation with this the first task is that Company need to
maintain suitable sustainability which is useful in order to increase the percentage of registered
dentist and membership rates. Along with this the connectivity and influence factor helps in
increasing the awareness regarding the oral health condition and also leads to develop suitable
connection with outsiders.
Q9. List 3 key tasks that need to be performed by the team
 Professionalism: This task includes the ethical behaviour and professional performance
of employees and makes them one of the most trusted professionals in the Australia.
 Support our members: Supporting other members is quite difficult as it is not
compulsory that each and every person has same perspective and because of the
difference in perspective it leads to develop confusion and conflict among the team
members.
 Sustainability: It is all about maintaining the relevance by the team members towards the
community but it is not so easy to maintain transparency with team members. Along with

this maintaining the diversity in the company also leads to stream revenues in the
organisation.
Q10. Outline the strategies you will use to consult and engage with your team
By considering discuss performance standards and goals the leader of the team develop
suitable strategies in order to engage their employees within the organisational activities. In
terms of this leader can use motivational theories like money incentive and recognition which is
useful in enhancing the confidence level and improving the moral of employees in order to
perform effectively within an organisation (Zhan and et. al., 2018).
Q11. Using the team performance standards
List each of the 5- 6 objectives/goals and performance standards
By analysing the proceeding goals and objectives are helpful in developing suitable
performance standards which is useful in achieving desired outcomes and results. Along with
this the prominent objectives include professionalism, support our members, sustainability,
education excellence, influence and connectivity (Busuttil and Van Weelden, 2018). In terms of
this these are the prominent goals that help in making task for the team members considering
their skills and education and competence level as well.
Q12. Each of the performance standards explain
How it will be measured
The performance of employees and staff members are measured by the top level
management higher authority and board of directors by giving them significant feedback and
offering improvement plan which is useful in developing and improving their current
performance (Harbour, 2017).
How it will be monitored or tracked
The overall performance of employees is monitor and tracked by various methods but for
this 360 degree method is prominent enough to monitor the performance of employees. As in this
the performance is measured by the each and every individual of the organisation and also from
all the directions and after that significant feedback is given to the individual on the basis of
observation of many people.
When or how often it will be measured

Along with this there is significant way to measure the performance of employees as it can
be measured only when they perform their job role and also deal with the customers.
PART B – Risk Management Plan
Q1. Identify any potential risks associated with performing each of the tasks along with the risks
or associated dangerous in not achieving each task.
 The first is of professionalism which involves ethical behaviour and professional
performance of the workforce that is delivered by them to the company. The risk
associated with this task is sometimes the employees feel more a pressurized and that
causes risk of unhappy and unsatisfied workforce which can directly impact upon the
performance standards of the company as employee performance reduces to a lower level
(Voehl and Harrington, 2017).
 The second task is of supporting individuals and internal members of the company
because it is difficult to support external parties but it is very important that internal
parties are supported and state satisfied in order to reduce any conflict and confusion
among team members (Katzenbach and Smith, 2015). The risk associated with this task is
the external parties can develop some grievances and disputes in their minds about the
company as they are not at all being focused by the organisation.
 The third task is also sustainability highlighting over maintaining and developing
diversity in organisation which can allow the company to stream higher revenues. Risk
associated with this task and which can hinder the objective of it is the lack of resources
and potential information with the company.
Q2. Conduct a risk assessment. The risk assessment should include the probability and impact of
each occurring and the consequences.
 Professionalism is the first task in which the risk associated fever and any misconduct
which can read and negligence from the employees’ aspect. It is possible that due to high
and increasing pressure in boys becomes reluctant and negligent towards their tasks and
responsibilities (Adler and et. al., 2016). The huge rest is caused from people of
deliberate misconduct unhealthy practices.
 Support our members is a second task that focuses on providing most and entire
supports to the internal parties and internal members supporting their actions and

activities most specifically of employees (Armstrong, 2019). Under this risk of service
destruction can be created where unknown prolonged delete can be caused in treatment
and completion of the treatment of patience which can also meet the words inefficiency
and incomplete task and targets.
 Sustainability is the third task along which that is associated is of political and financial
resources. This is the task where company focuses over increasing revenue and bringing
higher returns by attracting new customers and maintaining the existing customer base
(Said and et. al., 2019). But if financial risk arises the complete and use potential
opportunity of 20% which is very critical and non-negligible risk.
Q3. Identify the risk control strategy and measures to be implemented for each risk identified.
 Professionalism task cancers risk caused by people that is employees of the company. In
order to control the risk appropriate control strategies that can be undertaken by the
management is to open the communicate with staff where all the problems and
consequences are discussed and employees are provided a chance to highlight and show
the exact issues they are facing while working in the company (Cao and et. al., 2015).
 Support to members second test in which risk associated is of the external parties that
they can be satisfied with the company and the activities they put in line for them. In
order to mitigate the impact of this risk and to manage properly company should focus
over high level of communication with the external parties most important you with the
suppliers about new purchases regarding any new devices in technologies (Visser, 2018).
Also in order to manage the risk caused by competitors company should be aware about
the new opportunities available in the market of providing better services to the patient
and increase their capacity of taking in all the patients.
 Sustainability task is third which countries the risk caused by lack of financial and
political resources. In order to mitigate the risk company can make use of smooth running
of business practices enabling all the requirements and also identify any short fall in in
the management (Haskins and Brueck, 2019). In order to reduce the political risk that can
hinder the sustainability task company should be aware and identify appropriate training
needs that are required by the workforce which will keep them updated and aware about
the changes taking place in industry and in healthcare sector.

PART C – Team Work Allocation
Q1. List each member of your team
No. Name Job Title Duties
1 FGYH Dental Assistant To provide hands-on help
to the dental practitioners.
2 HUTR Dental Hygienists Perform dental cleanings,
analysing and examining
the oral conditions of
patients.
3 JURE Dental Laboratory
Technicians
Manufacture dental
prosthetics.
4 BHYD General Dental Focus on preventing and
stopping diseases of their
patients through regular
check-up.
5 NUJYSD Orthodontist Work on jaw alignment
and teeth positioning.
6 NUJXN Periodontist Must perform diagnosis
and treat periodontal
disease.
7 MORE Oral and Maxillofacial
surgeon
Performs surgical
procedures on jaw and
mouth.
Q2. Make a list of each team member’s key skills and knowledge
Name Job Title Skills Knowledge
FGYH Dental Assistant To give hands-on help to
the dental specialists.
Bureau of Labour
Statistics (BLS)
HUTR Dental Hygienists Perform dental cleanings,
dissecting and analyzing
the oral states of patients.
Must have the knowledge
of dental hygiene and
licence that is varied by
state.
JURE Dental Laboratory
Technicians
Assembling dental
prosthetics.
A high school diploma or
equivalent to BLS
BHYD General Dental Concentrate on forestalling Graduated from accredited

and halting sicknesses of
their patients through
normal registration.
dental school with Pass in
oral and written exam.
NUJYSD Orthodontist Work on jaw arrangement
and teeth situating.
Specialised in Postdoctoral
training.
NUJXN Periodontist Must perform finding and
treat periodontal sickness.
Specialised in gums and
alveolar bone.
MORE Oral and Maxillofacial
surgeon
Performs surgeries on jaw
and mouth.
Completed postdoctoral
training.
Q3. Based on the lists of skills and knowledge, allocate key tasks to each team member
By considering the above skills and knowledge the key task for each member is to
maintain their specialisation in it and develop more professionalism as it helps in attracting
maximum number of clients.
Q4. Explain why you have allocated the tasks to the various team members and why this is the
most effective and efficient allocation
By considering the above evaluation it is analysed that the various tasks are delegated to
various people according to their skills and knowledge and experience. As the expertise have the
task to deal with higher cases that are more critical and need special attention from the dentist as
it leads to define the prominent professionalism of the staff members of the organisation
(Richmond, 2017).
Q5. Identify one skill set required in the team
By undertaking the preceding discussion it is analysed that in order to perform basic task
within the organisation each and every staff member need effective coordination and
collaboration skill as it describe their overall efficiency and effectiveness.
Draw up a list of required skills and knowledge
In terms of this, the staff members of ADANW need effective knowledge about how to
deal with people and must need to develop effective communication skill as leads to open
effective doors for the success of an organisation.
List the different ways or modes of training that you could use to help a team member learn
this skill and associated knowledge

In terms of these both on the job and off the job training method is provided to candidates
as it helps in dealing with prominent complexities and also useful in developing both theoretical
and practical knowledge regarding their particular subject.
Review the advantages and disadvantages
In relation with this, on the job is beneficial as it leads to offer practical training to
candidates but quite expensive. Meanwhile off the job helps in saving cost and put more
emphasis towards the development of theoretical knowledge.
PART D - PERFORMANCE MANAGEMENT
CASE STUDY 1 UNSATISFACTORY PERFORMANCE
Q5. Provide a copy of the performance plan you develop with Pia to address this performance
issue and make sure you outline the steps she needs to take to improve and the timeline
agreed to for review.
 The first step of the performance review is to conduct effective communication with Pia
knowing and understanding the reason behind lateness while reaching to work and
joining her shift on a regular basis.
 Once the problem and the main reason that is behind Pia’s poor performance is identified
I will undertake motivational techniques to encourage her for improving performance
standards and providing the best services to the company.
 In relation with the second step my third step will be to provide the appropriate
performance counselling there I will be counselling her and reviewing her performances
accordingly on a regular basis.
 At last I will provide suggestions to Pia in relation with her performances and once again
provide appropriate counselling and recommendation to perform her tasks properly.
CASE STUDY 3 MISCONDUCT
Q3. Write a letter of termination to give to Sam.
John Reading Sales Department
296 Reading Street, Orange, NSW, 2800
[phone]
[e-mail]
18 June 2020

Private and confidential
Sam Book
21 Smith Street
Orange, NSW, 2800
Dear Sam,
Termination of your employment
I am writing to you about the termination of your employment with John Reading Sales Department. On 1 June
2020 you met with ABC, Manager you were advised that you are committing a serious misconduct with the
company you are being seen pocketing various items of inventory in your lunch candy on semi regular basis. In the
meeting you accepted your mistake and promise to improve your efforts and activities while working in the store
premises. But still you filled in it and again started pocketing several items from inventory in your lunch candy for
which we have several proofs as well.
We provide it you appropriate warning and still there is no changes we are analysing after the meeting and your
confession as well. I still believe that you are performing misconduct with company and had not improved at all.
This letter indicates that your improvement is been terminated by 30 June 2020.
I consider that there is no changes you and your actions are becoming harmful for the organisation and therefore we
decided to terminate you from the employment. Most specific reasons for it are as follows:
Pickpocketing several inventory items from the store while walking hours.
Your disturbed attitude and attribute towards the job roles.
Unhealthy and disrespecting behaviour with other staff members and so on.
Based on your length of services you provided to the company a notice period of one week is provided to you.
Therefore your employment will end on 30 June 2020.
ABC
Manager

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