Performance Management and Improvement Plan for Swann Automotive

AUR50116 Diploma of Automotive
Management
BSBLDR522 - Manage People Performance
Practical Assessment
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answered Satisfactory (S) or Not Satisfactory (NS). The assessment result must be
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Case Study 1
You are currently working as a Manager for Swann Automotive providing premier automotive services
in Adelaide.
You have reviewed the results from the recently conducted quarterly customer satisfaction survey. The
findings highlight some issues about the performance of two employees of Automotive, Peter Smith and
John Ward.
Peter Smith
Peter, a newly recruited team member, has received some great feedback from customers regarding her

skills and knowledge as an auto mechanic. Most customers have provided him with a rating of
‘excellent’ as an auto mechanic as they are well on the way to meeting or exceeding their goals. This
means Peter is on track to exceeding his key performance indicator of an ‘excellent’ customer
satisfactory rating of 60% by the end of the year (in three months’ time).
A couple of customers were not satisfied with his services and as a result, he is not meeting the
requirements of the Customer Service Standard Policy. By the end of the year, Peter must demonstrate
the ability to meet each of the requirements of Customer Service Standard Policy.
You feel that Peter is an extremely skilled and enthusiastic auto mechanic but needs to understand
approach of Swann Automotive being customer-centred, which involves making sure the customers are
the one who makes the decisions about their needs and plan, and in making any adjustments to goals.
John Ward
John has always been popular with customers. He works mainly on vehicle service. The latest survey’s
findings reveal that many of his customers rated John as a ‘good’ mechanic, none considered him to be
‘excellent’ and a few rated him as ‘satisfactory’. One of John’s key performance indicators is to achieve,
by the end of the year, an ‘excellent’ customer rating of 90 per cent. The indicator was not unrealistic as
John has received ratings in the high 80s for the past two years. Previous survey results and the current
results indicate John will not be able to meet the standard.
Some responses indicate that John has not been very enthusiastic. In line with the requirements of the
Swann Automotive Performance Management Policy and Procedure, you take steps to manage
underperformance. You initiate performance improvement coaching by checking in with Peter and John
and to provide feedback via email before meeting with them to plan for improvement. This gives each
team member with an opportunity to carefully consider the feedback to identify ways to
address concerns, and how you can support them in this.
Task 1
Provide
informal
feedback and
coaching to
two
underperform
ing team
members of

Swann
Automotive
Monica Lange
and John
Ward.
It is identified
that there are
two people in
the Swann
Automotive
who are under
performing
team members
in an
organization.
Now company
is targeted to
improve the
performances
of employees
so that they can
perform better
and achieve the
standards
according to
the KPI's. It is
identified that
Swann
Automotive is
providing
informal
feedback and
coaching to the
two under
performing
team members.
There is a
informal
feedback in the
coaching in
which team
members get
feedback about
their

performances
so that they are
able to know
their faults and
they can take
right steps
accordingly.
Peter Smith:
You are the
great person as
you have
possess all
important skills
as well as
enthusiasm.
But you need
to work on the
approach of
customer
center. That
means it is
necessary for
you to improve
their approach
as Swaan
Automotive is
more focused
on customers.
John Ward:
As per your
performances, I
found that you
are lacking in
enthusiasms
which needs to
be improve.
Firstly you
should analyse
your
performances
and the take
necessary
course of
actions. You

also need to
work on
customer
centric
approach as it
is found that
you are best
but still you
have to
improve it.
Feedback: S NS
Case Study 2
Both Peter and John have taken time to consider the feedback provided relating to their performance
concerns and coaching you initiated. You believe they each have identified suitable actions and
development options to improve their performance.
You have scheduled sessions with Peter and with John to continue your performance coaching
by discussing the concerns and developing in collaboration with team members objectives and strategies
to improve performance.
Task 2
Develop a
performance
improvement
plan for the
underperform
ing team
members of
Swann
Automotive
Monica Lange