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Performance Management and Reward System

   

Added on  2020-10-23

8 Pages2169 Words260 Views
PERFORMANCEMANAGEMENT ANDREWARD

TABLE OF CONTENTSINTRODUCTION...........................................................................................................................1MAIN BODY...................................................................................................................................1Diagnosis of the problem faced by White Knight..................................................................1Outlining the process and procedures that performance business advisor might recommend2The way recommendations could be justified in a form of business case..............................3CONCLUSION................................................................................................................................4REFERENCES................................................................................................................................6

INTRODUCTIONWith the help of efficient management of reward system, there are several benefits todevelop positive performance in different ways. It also facilitates for long term success andcontinuous improvement (Hearn, 2018). Present study is based on the case study of WhiteKnight which is a well-established mail order catalogue company with having its headquarteringand main distribution centre in Crawley. In this, study covers problems faced by the business anddiagnosis of issues with outlining process and procedure that is taken as a performance businessadvisor. MAIN BODYDiagnosis of the problem faced by White KnightIn White Knight, there are several problems that occur such as call office performance ismeasured with a range of metrics at different level that can be identify in term of time. Durationof calls and its proportion has been monitored by quality assurance and interactive voiceresponse from different customers (Shields, Brown and Plimmer, 2015). Standard has been setfor mainly three metrics such as 80% of such calls that are being answered in every 20 seconds,average talk no considered in more than 2 minutes and no more than 3% of customers hangingup in it. However, call centres were not meeting these targets. Customer satisfaction level is alsodeclined and so, it is essential that something is to be done in an effective manner. In addition tothis, customers also feel tired and waiting for responses of other people (Mone and London,2018). As a result, it creates major impact on the results and obtaining appropriate information aswell. Software was also used to obtain customer feedback which helps to find major issues andproblems. As a result, solution can also make in appropriate manner easily.Along with this, there is another problem that occur in the business such as standards arenot easily set in proper manner so that it is also essential to focus and make appropriateprocedure that must be set into look on the problem and suggest solution as well. To meet the settargets, there is one more issue occur that is absenteeism. In White Knight interviews are alsoconducted with HR business partners to identify stress and tiredness that also increases withmajor contributory factors (Armstrong and Taylor, 2014). Hence, it can be stated that managers,team leaders and employee engagement survey must be taken to maintain appropriate quality of1

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