Managing Employee Performance at UPS

This assignment explores the importance of effective performance management within UPS. It delves into strategies employed by UPS to train employees, set performance standards, measure actual performance against those standards, and implement corrective actions when necessary. The document also emphasizes the role of communication, feedback, appraisals, and discipline in shaping a high-performing workforce at UPS.

WORKING WITH
LEADING PEOPLE

Table of Contents

INTRODUCTION
Human Resource is considered as the most valuable asset of business enterprise. It refers
to personnel or workforce that is primarily responsible for accomplishing objectives and goals of
organisation in a structured manner (Aubrey, 2010). This can only be possible via proper hiring
and selection, induction programme, skill development, training, performance appraisal,
compensation and benefits, etc. which is a part of human resource management. The process of
human resource management mainly deals with managing, developing and motivating workforce
for company's benefits. Skilled and competent personnel makes the entity more effective as
compared to its rivals. According to Robbins, HRM means planning, developing, controlling and
directing employees in an organisation so that they can effectively achieve business targets
within specified time frame. This report talks about UPS Company which is one of the largest
courier firms in UK. It mainly covers recruitment and selection process, requirement of
leadership skills, benefits of team-working as well as effectiveness of team in the organisation.
TASK 1
1.1 Required documentation for recruitment and selection process
Success of any business enterprise depends upon the skills, knowledge and abilities of its
human resources. It has become important for every firm to pay attention towards workforce as
they carry out business objective in an effective and efficient way. Thus, organisation is required
to recruit and select competent as well as innovative personnel.
RECRUITMENT: In human resource management, the process of recruitment means hiring and
finding most qualified and talented candidates for a job vacancy in a cost-effective and timely
manner. In other words it can also refers to the method of searching prospective personnel and
stimulating and promoting them to apply in the organisation for current job vacancy.
There are lots of other activities associated with recruitment process such as analysis of
particular job requirement, stimulating candidate so that they can apply for job, screening and
selecting the applicant and then lastly hiring them and making them new employee of business
enterprise. According to Edwin Flippo “ It is termed as a positive process that stimulates
candidates to apply for job which ultimately lead to increase hiring ratio. The candidate may be
available either inside or outside the company. Generally there are two sources of recruitment
one is Internal and other is External.
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Internal: It means when a person is selected inside the organisation mainly through transfer or
promotion.
External: This refers to when a company selects person from outside the business premises such
as advertisement, employment exchange, campus placement, labour unions, former employees
etc.
Process of hiring requires a lot of documentation which is mainly related with specified job or
the requirement of company. Recently, some of the employees of UPS have left company which
ultimately created number of vacancies. The referred firm is now looking for fresh talent through
recruitment process (Beeley, 2012). Currently, company is hiring for driver and manager.
Following is the list of documentation which is required for hiring and selection:
Approval of Recruitment: Process of recruitment can only be conducted after the
approval from director. The concerned department who requires new workers is liable to send
draft regarding that to senior authorities that particularly includes job description and person
specification. After the approval, that draft has been sent to HR team and manager starts the
process of recruitment.
Position Description: This mainly defines the roles and responsibilities related to vacant
position in UPS Company. This also includes required skills and knowledge for the current
opening.
JOB DESCRIPTION
For Driver
Closing Date: 20 January, 2018
Salary: 1000$ pa
Number of Vacancy: 30
Per Week Working Hour: 40 Hours
Reporting to: Department Head
Roles and Responsibilities: Establish Co-operative relation with its co-worker.
Agree to travel in all UK places
Deliver goods within given time period.
Possessing excellent communication skill
PERSON SPECIFICATION
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Name: XYZ
Contact No: 4824861
Qualification: Minimum Senior Secondary Passed
Experience: Work experience of minimum 2 years as driver
Skills: Great Communication Skill
Having permitted license all over UK
Basic knowledge of driving law
Apart from this at the time of joining, following documents are required:
 Identity Proof
 Passport Size Photographs
 Prior Work-Experience Certificate
 Carry Education Credentials
Terms of Employment: The terms of employment act, 1994 states that an employer is required to
issue a written statement to its employees which mainly describes all terms and condition related
with their employment within the 2 month of commencing work. This act is applicable for all
those person who worker under the same organisation.
Written Statement of Terms:
 Full name and details of employee and employer
 Job Title or nature of work
 Date of joining
 Rate of pay in a proper calculated manner
 Terms and condition related with working hour
 Terms and condition related with paid leaves, casual leaves
 Details about Notice Period
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The Application Form:
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1.2 Impact of legal and ethical considerations related to recruitment process
HR Manager of UPS Company should be aware about regulations and rules related to
legal, regulatory and ethical considerations (Czabanowska and et. al., 2014). Awareness of such
laws helps to reduce the risk factors, job posting, checking job offer, increasing retention rate,
etc. Business Entities are conjugate to follow these laws as they directly impact the working of
entire workforce. Following are the description of various laws related with recruitment and
selection process:
 Impact of sex discriminatory act: In this law, UPS Company is bound to follow sex
discriminatory act. This means if any person is qualified for the vacant position in the
referred firm whether female or male, they are require to hire them. They cannot
differentiate or discriminate personnel on the basis of their sex.
 Impact of equality law: According to this act, UPS Company renders legal framework
that specifically protects the employee’s interest and provide equal opportunities to them.
This also includes providing same benefit to old citizens and young generation in the
hiring process.
 Impact of race relation act: UPS Company is not liable to call candidates for vacant
positions on the grounds of nationality or race. All persons are liable to work in the UK if
they have qualified work permission regardless to their nationality.
Above mentioned laws and regulations need to be implement on organisation. The most
significant act is known as equality act as it is replacement of many acts, such as race relations,
sex discrimination, employment regulatory regulations and so forth. With help of law, rights of
employees will easily get secured. It will assist employees from any kind of differences, for
example gender, race, disability, age and many others. It is must for superior to cater advantages
to staff members as this works as a motivation for them. It has been analysed that there are some
other practices which will present at workplace. Henceforth, it is required for UPS to impose
these laws at their working environment so that, each things will get done equally.
1.3 Selection Process
Selection process mainly deals in selecting the best candidates from pool of applicants
who have applied for current opening in UPS Company. HR Manager plays an important role in
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this process as they short-list the candidates on the basis of required skills and knowledge. Along
with that, HR director selects panel members from within company that carry forward the entire
process. It generally compromise of several levels which are as follows:
1. Short-listing Candidate: After receiving multiple job applications of various candidates,
the panel and HR Manager short-lists applicant on the grounds of required abilities and
knowledge related to vacant position (Fraley, 2015). They also select the person via
different short-listing methods such as written test, MCQ examination, etc. After the list
of selected candidate has been prepared, the next step is to inform them through mail or
phone and arrange interview for those entrants.
2. Interview: At this step, panel of UPS Company organise interview for selected
participants. In this process, interviewer normally asks questions related to the
background, experience, education, family and knowledge of candidates (Heffernan and
Brumbaugh, 2011). They also talk about their future goals and why they are interested in
doing this job. This discussion ends with defining roles and responsibilities to them
related to current opening.
3. Appointment: This is the last step in which panel member provides letter of appointment
(LOA) to those who have met minimum criteria set by the panel members itself. LOA
states that the candidate has been selected, date of joining, salary, duties and roles,
designation etc.
As a Recruiter of UPS my responsibility is to carry out two main task which are described
below:
1. Develop, Send-Out and Receive Application Form: In this task my job is to create application
form for the candidates which states qualification, skill, experience and knowledge of applicant.
It is necessary to be filled by all candidates who have come for the interview. With the help of
this form, I can easily select suitable candidate whose skills and knowledge effectively matches
with the current job requirement. But before selecting or choosing appropriate candidate,
Recruiter must ensure that it should be filled by each and every candidate who have come for the
interview. In-fact some of the companies are providing application form through its website
only. This results in saving the time, energy and cost of the company. Once the application form
is filled by each and every candidate,my role is to cross-check whether it has been filled by all
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applicants or not. Without this, selection process of the candidate cannot continue systematically.
So basically I have to ensure that application form is required to be filled by every candidate and
they should all submit the same to recruiter as well.
2. My Role in Selection Process: Being a recruiter of UPS my role is to ensure that application
form should be filled by each applicant who have come for interview. But firstly, I need to
prepare a list which includes all activities related with Recruitment and Selection Process. After
preparing the list I can start the process which includes 5 main step:
Applicant Screening: At this stage, my role is to screen the resumes of all candidate and select
the most knowledgeable and talented one. I need to see whether their skill, knowledge, education
match with the minimum criteria for the given job. If candidate is somehow unable to meet the
minimum criteria, then in that case I will reject their application form.
Initial Interview: At this level, interview is arranged for all those applicant whose resume have
met the minimum criteria. My role is examine the educational credential of candidate and see
their communication skill and confidence level.
Interview Co-Ordination: At this stage, panel members takes another interview of the selected
candidate. This is slightly difficulty as compared to the initial one. Panel member is usually
consist of supervisors, department employees and department heads. So here my role is to co-
ordinate these interviews. Also I can send reminder to each interviewer before its interview day.
Reference and Background Check: Once the candidate got selected, my role is to check the
background details of selected candidate. This include their family details, past job details etc.
1.4 Own Contribution in Selection Process
In the selection process of UPS, I take active participation in making draft for the vacant
position. Then I send the draft to advertisement agency and after that I made a list of participants
whose skills and knowledge match with the requirement of current opening. Also I suggested
UPS to put their application form on their official website as well which ultimately lead to save
the time, cost and energy of both candidate and company.
I contribute in selecting the appropriate advertisement channel as well. For example I
publish job advertisement in newspaper, magazine, social networking sites, radio, television etc.
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My role is to ensure that it should be communicated in most effective and efficient manner. By
using proper tools and techniques I easily capture attention of numerous people towards
association. I involved into the selection procedure of firm for new individuals in organisation.
Further, I suggest this list to the panel members so that they go through the profile of
selected person. I also contribute in calling selected candidate and informing them heir interview
has been scheduled. Lastly I made letter of appointment for all the selected candidates which
contains all essential details regarding their new job. Once the candidate join the organisation,
my role is to make their aware with the culture and working environment of the company.
Furthermore, I sent new workers for medical evaluation to know that he is fit for suitable
occupation or not. When each and every thing is sorted out then required documents will be
signed by that person.
TASK 2
2.1 Determine the skills and attributes required for leadership
A leader is the one who motivates workforce so that they can effectively achieve
company's objective and goals. They inspire others with their skills and knowledge they possess
which ultimately improves the productivity of personnel. Every person posses certain qualities
and attributes that makes them good leader. Following are the list of such of skills and attributes
that a successful leader posses:
 Passion: It is important for a leader to be passionated about their work which makes
them feel contributed towards their work (Ion and Lindsay, 2010). By seeing enthusiast
leaders, employees of UPS works more effectively and efficiently. In order to boost
passion among workers, leaders are required to appraise them for their good work.
 Communication: The main role of UPS leader is to establish strong relation between
employee and worker. They are require to clearly explain roles and responsibilities
related to particular task to their staff members. Leaders also handles the grievances in
effective way by listening to both parties.
 Committed to Staff: Leaders of referred firm believes that company's success is not
possible without the contribution of employees (Lev, 2013). Thus, it becomes important
to provide training and development to staff members which increase their confidence &
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motivates them to work hard. Good leaders involve employees in their decision making
so that they also feel contributed towards the company.
 Team Building: In order to yield higher profitability and attain business objectives in
specified time-frame, it is important to encourage personnel of UPS Company to work
collectively which ultimately results in increasing productivity and morale.
2.2 Assess the difference between leadership and management
There are some difference amongst leadership and management which are stated as
beneath: Meaning: Leader is the only who primarily focuses on motivating employees towards
achieving business objective in a systematic way. Whereas, manager is responsible for
coordinating and organising things in a planned and efficient way. Basis: Basis of successful leader is trust by worker. But, for management it is control. Emphasis on: Leadership laid stress on inspiring and motivating workforce. Instead of,
management laid stress on managing activities in a constructive way. Focus on: Leader mainly focuses on encouraging personnel so that they put their best in
achieving company's objective. Management bring stability in the company which
becomes the reason for its long term success (Mayfield, 2014).
 Formulation of: Leaders mainly formulate guidelines and principles related to
employees. Mangers formulate procedure and policies related to organisation.
2.3 Comparison of different leadership styles
Different styles of leadership exist in the work place that aims at achieving business
objective in constructive way. Organisation goal and culture depicts which style of leadership
fits them the best (McKimm, 2011). Companies opt different leadership styles depending upon
the different departmental and organisational needs. Currently, UPS is facing leadership
problems in their organisation which results in reducing the retention rate. Thus, it becomes
important for referred firm to select appropriate style of leadership that results in motivating
employees and improve overall productivity.
Laissez-Fire: This type of leadership style is based on trust factors. Such types of leaders
are highly trained and experienced which means they requires less supervision. This style
obstruct the employee production which requires supervision. Thus, this style often results in
maximising costs, poor production and lack of control.
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This leadership style is not suitable for UPS Company as their employees requires strong
supervision and guidance which this style is not delivering.
Participative: This style is often known as democratic leadership style which means that
leaders are giving importance to its employees and involving them in decision-making process.
Under this leadership style, leaders often increase the morale of workers which results in
increasing their productivity. Also they involve team members to contribute in decision-making
which makes them feel satisfied and valued.
UPS can apply this leadership style in their company as they emphasize on increasing
the retention rate of their workers.
Autocratic: Under this leadership style, leaders are normally authoritative and
dominating. They have complete control on workers. Such type of leaders make decision on their
own and doesn't include the personnel. They forcefully possess authorities on workforce which
often de-motivates them and generate conflicts between them. This is suitable for those who
needs close supervision (Mendenhall and et. al., 2015). This leadership style is not suitable for
UPS Company.
2.4 Assess the ways to motivate staff members
Motivation: The word motivation derived from the word “motive” which means needs,
desire or wants within the person. It refers to the process of stimulating employees to action so
that they can accomplish their goals in an effective and efficient manner. According to Stephen
Robbins “Motivation refers to the willingness of person to employ high level of efforts towards
attaining organisational objective, conditioned by the effort ability to fulfil some individual
need”.
Extrinsic Motivation Intrinsic Motivation
It is a kind of external form motivation. In this
person is motivated to perform an activity so to
earn reward and avoid punishment.
This type of motivation is often used by the
business enterprise.
The motivation originates from the expected
outcome.
It is kind of internal motivation. Person is
motivated own their own so to fulfil their neds
in an effective and efficient manner.
The motivation generates within ourself.
Expected result is in intangible form.
Examples: Sense of recognition, personal
accomplishment, core beliefs, development of
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Expected result is in tangible form
Examples: trophies, money, medal, grades,
commission.
skills and competency.
Motivational Theories:
1. Maslow's Hierarchy of Needs: It was given by Abraham Maslow in 1940. He tries to
distinguish the needs of an individual into five main levels starting from basic, to social to self-
actualization. It has been categorised on the basis of its priority.
 Physiological Needs: These are considered as the basic requirement of an individual for
its survival or existence such as water, shelter, food etc.
 Safety Needs: After accomplishing first need, another need arises among individual in the
form of attaining safety and security. Such as job security, personal security etc.
 Social Belonging: This needs states that individual needs to be accepted among their
peers, colleagues and family members.
 Self-esteem: At this level, person wants to get recognition, status, appraisal and respect
from the society.
 Self-actualization: This level of needs deals with person full potential and its realisation.
2. Herberg's Theory: Under this Herzberg divides person motivation factor in two main factor
one is motivator and other is de-motivator.
Motivator Factor include: sense of achievement, responsibility, recognition, advancement.
De-Motivator factors include job policies, security, status, work environment, pay
UPS is applying Herzberg's Theory of Motivation in their business operation which ultimately
motivates their personnel.
Hygiene/ De-motivator Factors: These factors provide motivation to personnel but only for
short-duration. Absence of such factors might cause dissatisfaction among staff members. In
other words, these are those factors which has adverse impact performance on workers. These
factors normally include, Job security, relation with co-worker, job security etc.
Motivators Factors: Such factors are not considered as motivational factors but they indirectly
encourages and motivate employees to work effectively and efficiently. Such types of factors
motivates the personnel for better performance. It mainly includes growth opportunities, sense of
responsibility, recognition etc.
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It is essential for UPS to motivate their employees that ultimately responsible for the
success and growth of business enterprise. It has been believed that happy workforce works more
productively. There are different ways in which referred firm can motivate their personnel are as
follows:
 Communicate Better: It become important for UPS to establish better communication
between its employee and manager as both contributes equally towards company's
success (Mishel and et. al., 2012). It is advisable for UPS to have frequent
communication with its workers and also value their work & appreciate them for their
good job.
 Empower them: UPS is require to ask reviews of employees regarding their job.
Manager of UPS can ask suggestion from their employees regarding improving their
performance level. Also the company is asked to implement the reviews of workforce in
their which makes them feel valued.
TASK 3
3.1 Determine the benefit of team working
Success and growth of any organisation is mainly depend upon its employees and their
performance (Offstein, 2012). This can better takes place when employees works together or
collectively towards achieving objectives and goals of company in an effective way. It has been
believed team refers as the best possible way in which worker share their skill and knowledge
with each other and accomplish company's objective within given time period. Their unity makes
them motivated which results in improving overall productivity. It is important for UPS to
develop efficiency in their workplace. This will help in achieving task in systematic manner with
great efficiency & effectiveness. Team members share the burden of their co-worker and reduce
their work loads.
Team Working proves to be successful in maintaining better worker relation in UPS
(Morwick, and Koskinen, 2010). When workforce collectively work, it gives them an
opportunity to share great rapport and bond with each other. They respect each other and their
decisions which ultimately builds better relation with their co-worker.
Benefits of Team-working are defined as follows:
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1. Builds Trust: Relying on other team member establish strong relation and trust among
them which ultimately promotes good and positive working environment. Trusting you
co-worker provides sense of safety that allow idea to appear.
2. Foster Learning and Creativity: Creativity flourish or expand when people work
together in a team. Combining the unique ideas or perspective of each team member
develops more effective and efficient selling solution.
3. Teaches Conflict Resolution Skills: Chances of conflict arise when people from
different background work together. When conflict arises in team, all personnel are asked
to solve their issues on their own instead of taking it to management. By solving their
conflict on their own ultimately making them efficient manager which is somewhere
good for its future growth and development.
3.2 State the importance of working in team as leader and member.
Both employees and leaders are responsible for accomplish business goals in an effective
way. Leader is the one who motivates personnel and improves their productivity. They mainly
provide guidance to its employees related to their specified job duties and responsibilities.
Leader also improves the morale of worker which enables them to work hard. It builds sense of
trust and confidence among them which entitles them to perform well and achieve their task
within specified time-frame. Leader also promotes the innovation and creativity in the
workplace. UPS is required to value their employees and leaders and their work performance.
They are required to involve their employees in decision making process which makes them feel
valued and satisfied and as a result it will retain them for longer period with referred firm.
Tuckman's Model: This model was proposed by Bruce Tuckman in 1965. He states all necessary
stages that enables team to grow, tackle problem, face up to challenge, plan work and deliver
result in an effective manner. There five stages included in this which are defined below:
 Forming: At this stage, team members make themselves aware with the available
challenges and opportunities. Some are aware of their responsibilities while others are
simple happy because of task ahead. Leader plays important role in this aspect as they
clearly assign and explain roles and responsibilities to each member so that they can
execute their work systematically.
 Storming: At this stage, chances of conflict among team member because of their
different working style. As group members are from different background chances of
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hindrance arises. So here leader is require to manage all team members in an effective
manner.
 Norming: At this stage, team members start solving their conflict on their own, appreciate
the strength of other team member and respecting leader. At this, team members begins
socializing with each other as now they share great rapport among each other. If they face
any difficulty, they will discuss with each other.
 Performing: At this stage, team member accomplish their objective without any friction
or hindrance. This stage promotes higher level of motivation among team members.
3.3 Review the effectiveness of team
In order to gain the benefit of higher competitiveness level among their rivals, it is
essential for every company to have effective team that achieve business objective in a
constructive way. Leaders of UPS motivates their personnel so that they can put their best in
accomplishing their business goals. Basically team effectiveness determines the capacity of team
members in the business enterprise (Savikko, 2014). In order to make their team effective,
UPS has focuses on meeting the requirement of their employees in terms of salary,
working condition, grievances etc. Effectiveness of team builds two way trust among employees
and managers. UPS ensures placing right people at right job so that they complete the given task
in an appropriate manner.
There are several kinds of points which will comprise into this: Effective communication skills: It is required for manager to maintain an appropriate
conversation at workplace so that people will easily share their views and thoughts with
each others. Initiative taker: Leader need to possess this kind of quality; therefore, he will take
judgement in an appropriate way. Along with, he has to transform opportunities into
effective outcome.
 Good decision maker: It is must for leader to take an appropriate decision for company
and for this, they will take assistance of their staff members. It provides growth and
success to company and leader as well.
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TASK 4
4.1 Determine the factors involved in monitoring the work performance of UPS
In today environment manager want to forecast business strategic planning due to speedy
change in consumers behaviours and their needs and wants. This is a blue print of activities and
helps firms for delivering quality product to its customers (Routasalo and Pitkälä, 2010). UPS
company can trained their employees for improve performance. Manager want to increase
effectiveness of planing process for this they use some methodology like:
Set up process and methods: for any company it is important to set up process and methods.
Manger can implement and develop effective ways to collect data for making plan so that it can
be helpful for future activities. Through specific methods we can grow our business and process
will help the company to expand in different areas.
Feedback from customers: feedback from customers is very crucial for any company. Through
feedback company will get to know about the outcomes and what the organisation is delivering
to its customers. It any disadvantage is there than company can sit and make future plans so that
they can satisfy customer's needs.
Report: report aid them to check where their company is lacking behind. It is collected on a
daily basis to know the growth of company.
Performance Appraisal: Performance appraisal is essential for every employee this motivates
them and help in enhancing their own skills.
Personal development plan:
Objectives Success Criteria Actions Implementation
IT abilities With aid of an
effective training skills
associated with IT will
improved and for this
in-house training will
be adopted.
6 days 30 days
Employment Act 95% Refresher 55 days 180 days
Health & Safety Refresher 4 days 28 days
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Attendance During probation
period attendance must
be 96%.
120 days from training
period
80 days after
completion of training.
Adequate Training on
Management of Work
One to one manager 5 days 12 days
4.2 Assessment of development needs
A training analysis can range from a very detailed inventory of skills depending on the
resource and need of organisation. To determine the skills, knowledge and abilities of an
employee needed to accomplish the goal of a company, Human resource manager has introduced
some development plan in their enterprise, which is very necessary for the employees to stay up
to date with their contribution in success of company (Welch, 2014). The steps that have adopted
by UPS firm to execute all its operations in an effective way are -
 Reviewing team member's Job descriptions.
 Observing the employees at work.
 Gathering, analysing and preparing the data.
 Determining action steps. Proper training must be conducted before introducing any technique.
Set performance standards: It is must to decide some standards related to working
performance. Therefore, work will get completed effectively and efficiently. For instance: some
time duration is set for IT skills which will get implemented within 30 days.
Communicate standards: When each and everything get fixed then, this will communicate to
each employee. So that, proper coordination and cooperation will be done.
Measure actual performance: It is must for superior to measure performance of each worker
timely; thus, improved will get done by providing proper training to them.
Compare actual performance with defined standards: Manager needs to make comparison
amongst actual working execution with defined standards. Hence, deviation will be examined
and it will be reduced. As a result, work will get effectually and coveted targets will be attained
timely.
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Taking corrective actions: If any kind of action has to be take then this will be done
appropriately.
4.3 Evaluate assessment process
UPS is required to give effective training to its employees so that they can attain
bushiness objective in a structured and thorough manner. When UPS recruits new employees,
they are require to conduct induction programme for them so that they can aware themselves
with the working environment of the company (Wilson, 2016). They are also require to assess
the performance of worker post and prior training. After assessing their performance, managers
are required to provide them with appropriate feedback so that they can improve and eliminate
errors that has been detect by the managers. Feedback: Team leader will gather response from their staff members. This will aid to
know that each things are going properly. Along with, it will assist in decision making
procedure of company as well. Appraisals: If employees are doing their work in an effective way then, superior will
provide them appraisals. This works as a motivation for them and they will be able to
perform their work with maximum effectiveness. As a result, production and profits of
company will easily get enhanced.
 Discipline: Manager of firm has to formulate some rules and regulations regarding this
and if any employee is breaking it then, an effective action has to be taken by employer
as per the circumstances.
CONCLUSION
As per the above report it can be concluded that both managers and leaders are
responsible for carrying out business success and growth. Leaders motivates the workforce who
contributes in achieving the business objective in an effective and efficient way. Organisation
chose that leadership style that strongly influence employees and their performance. Also it
become important for firm to make their team effective by providing them adequate training
which ultimately help in achieving specified task in an effectual manner. Also the company is
required review the performance of their workforce so that they can improve where they
particularly lacks.
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RFERENCES
Books and Journal
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