The International Journal of Human Resource Management

PERFORMANCE MANAGEMENT 1
PERFORMANCE MANAGEMENT
Name of the student:
Name of the university:
Author Note:

PERFORMANCE MANAGEMENT 2
Table of Contents
Assessment 1.......................................................................................................................2
Part 1: Role play documentations....................................................................................2
Role Play 1...................................................................................................................2
Role play 2...................................................................................................................3
Part 2: Employee work plan........................................................................................4
Part 3: Risk management plan.....................................................................................5
Assessment 2.......................................................................................................................6
Revised Performance Management Policy......................................................................6
Training session documentation......................................................................................6
 Goal Setting and Performance measurement process– The KPIs and targets are set
as per the operational plans of the company and the performance is measured as per annual
discussion of milestone, documentation and a six month follow-up...........................................6
Assessment 3.......................................................................................................................7
Part 1: Role Play documentations....................................................................................7
Part 2 Coaching Plan (GROW Model)............................................................................9
Part 3: Performance development plan........................................................................0
Assessment 4.......................................................................................................................2
Appendix 1: Scenario based questions............................................................................2
Question 1: Monitoring and coaching.........................................................................2
Question 2: The legal context of performance management.......................................3
Question 3: Seeking advice.........................................................................................4
Question 4: Counselling and support...........................................................................5
Question 5: Dismissal..................................................................................................5
Bibliography........................................................................................................................7

PERFORMANCE MANAGEMENT 3
Assessment 1
Part 1: Role play documentations
Role Play 1
Myself: Hello Mr. John. I would like to know the proceedings carried forward for the transfer of
Mr. Kim in the hardware and home products position.
Garden products manager: Hello Mr. Jonathan. We have made the necessary adjustments of
termination and Mr. Kim will be getting allocated to the department within the next seven days.
Myself: We have got the job description prepared for the role and we require certain skills to
focus on mainly here. The requirements mainly focused here are in area of customer relationship
maintenance and order management. Although we do not require much mental work here, but
the physical fitness is needed to stand for four hours minimum in the shift and lifting twenty
kilograms of weight.
Garden products manager: Sure, Mr. Jonathan. We have acknowledged the fact that Mr. Kim is
physically perfect to assume the role.
Myself: The product knowledge and physical fitness in handling the forklift, fax machine and
power tools are needed. The key performance metrics on the basis of which Kim’s performance
will be measured are product knowledge, customer focus, safety and security handling of
equipment and learning opportunities undertaken.
Garden products manager: Absolutely okay, Sir.
Myself: I am quite concerned about whether Mr. Kim will be able to transfer the customer
service skills as well as learn the new operational knowledge faster.
Garden products manager: Mr. Kim Smith is a very efficient employee and hardworking from our
garden works department. He will require very less time to give maximum output to your
departmental tasks. He has performed quite well in the past one year with good ranking in the
performance appraisal reports. His efforts towards the team leadership and collaborating with
others is excellent. However, Mr. Kim may lack little technical knowledge regarding the
customer interactions and sales procedures.

PERFORMANCE MANAGEMENT 4
Role play 2
Myself: Hello, Mr. Kim. How are you feeling to get yourself appointed to another position of
customer service representative in a different department?
Kim: Hello, Mr. Jonathan. I am feeling good to join your department as I possess much curiosity
and interest to learn and execute my present skills in this area.
Myself: What are your expectations from this job role as compared to the previous role you
belonged to?
Kim: I would like to express my interest in learning the technical knowledge regarding the
handling of equipment and customer handling operations as they are quite different from the
operational work I have performed previously. I would prefer a learning environment with good
team collaboration as well as role clarity.
Myself: Sure, Mr. Kim. We have a very good learning environment in this departmental team.
We praise the efforts and certain targets are required to fulfill with the stipulated time.
Kim: That sounds really good. I would love to work with such people on the department. Can
you please tell me the code of conduct there?
Myself: Yes, Mr. Kim. The ethical way of dealing customers and just-in-time principle is to be
met in handling customer operations.
Kim: Noted. Mr. Jonathan. I would also like to know how my performance will be measured.
Myself: The performance management system we got is of one-to-one channel containing the
supervisor and employee with discussion from annual meetings held.
Kim: What sort of goals will be there to meet?
Myself: Mr. Kim, your performance will be measured on the basis of the key performance
standards which are increased customer satisfaction, customer retention, safe handling of
equipment and accurate process of order taking. The targets are mandatory to reach set by the
team.
Kim: What are the other requirements of the work?

PERFORMANCE MANAGEMENT 5
Myself: In the working shift, four hours of standing will be required. I have got the report that
you are physically fit for the role. It would be better, if we jointly discuss the work plan and
responsibilities to carry further.
Kim: Sure, Mr. Jonathan. I am open to discuss the work plan.
Part 2: Employee work plan
KRA
Activities
/goals
Measuremen
t/KPIs
Accountability/
dependencies
Fina
ncial
Generatin
g sales
revenue
through
customer
satisfactio
n and
customer
retention
$10,000 or
monthly
turnover of
sales
calculated as
per quantity
Lead conversion rate
Customer Lifetime value
Customer retention rate
Repeat Purchase ratio
Existing customer growth
rate
Inter
nal
proce
ss
Provide
quick
service,
accurate
informati
on, and
operation
at the
point of
sale
terminals
for
product
distributi
on.
Less than 5%
should be the
error rate.
90% accuracy
is required in
handling
operations.
Error reduction rate
Accuracy rate
Operational efficiency rate
Accident rate
Cust
omer
focus
Provide
product
advice to
satisfy
customer
needs and
necessary
processin
g of
orders
The quality
of the service
rating by
customers at
a scale
minimum 8
out of 10.
Average resolution time
Customer satisfaction score
Average handle time
Net promoter score

PERFORMANCE MANAGEMENT 6
Devel
opme
nt
Keep up-
to-date
with
product
knowledg
e,
especially
the new
range of
home
products
of
Australia
n
hardware
owned
brands.
Develop
expertise
in sales
expertise.
Twenty hours
of service
training per
quarter in the
work shift.
Learning rate
Rate of improvement
Number of sessions
attended