BSBHRM512 - Develop and Manage Performance Management Processes

This report provides a comprehensive analysis of developing and managing performance management processes within an organization, focusing on Australian Hardware Ltd as a case study. It covers various aspects including the analysis of organizational plans and policies, setting performance management objectives, consultation with line managers and stakeholders, and the implementation of performance management processes. The report also delves into strategic and operational plans, outlines a performance management plan template, and discusses the importance of communication, coaching, monitoring, and feedback in achieving employee objectives. Furthermore, it includes a training strategy and schedule, a modified service agreement with a training supplier, and reflections on the relevance, characteristics of a learning organization, application of policies and legislations, and grievance procedures in the context of performance management. The document also features an email addressing performance issues and a plan for management training.

BSBHRM512 – Develop and Manage
Performance Management processes
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Contents
Assessment Task 1.................................................................................................................................2
Part A.................................................................................................................................................2
Performance management objectives.............................................................................................4
Action............................................................................................................................................5
Resources.......................................................................................................................................5
Strategy/tactics..............................................................................................................................5
Timelines.......................................................................................................................................5
Part B: Written Reflection..................................................................................................................7
Assessment Task 2.................................................................................................................................8
Part A.................................................................................................................................................8
Session objectives..........................................................................................................................8
Action plan....................................................................................................................................8
Timeframe.....................................................................................................................................8
Activity..........................................................................................................................................8
Teaching or assessment strategy or approach to achieve session objectives..................................8
Tool/resources...............................................................................................................................8
Part B: E-mail...................................................................................................................................10
Part C: Written Reflection................................................................................................................11
Assessment Task 3...............................................................................................................................12
5. Assessment 3: Appendix 2 – Training strategy and schedule......................................................13
Training objectives......................................................................................................................13
Timeframe...................................................................................................................................13
Activity: (training/assessment, coaching or other support, monitoring).......................................13
Teaching or assessment strategy or approach to achieve training objectives...............................13
Resources:...................................................................................................................................13
Trainer (number 1–30)................................................................................................................13
Managers.....................................................................................................................................13
6. Arrange with your assessor to renegotiate service agreement with training supplier.......................13
7. Modified Service Agreement...................................................................................................14
1. Service Agreement...................................................................................................................14
2. Scope of services.....................................................................................................................14
Service.........................................................................................................................................14
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Scope...........................................................................................................................................14
Service.........................................................................................................................................14
Fee...............................................................................................................................................14
Payment term...............................................................................................................................14
Service.........................................................................................................................................15
Report..........................................................................................................................................15
Timing.........................................................................................................................................15
7. Penalty.....................................................................................................................................15
8. Signatures................................................................................................................................16
Signed for and on behalf of Australian hardware HR..................................................................16
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Assessment Task 1
Part A
1. Approach towards performance management
Analysis of organisational plans and policies
Australian Hardware Ltd is a public company which is engage in both product and service
oriented business. The company not only supplies hardware and home improvement products
but also provides expert advice and other related services for such products. The long term
goals of the company relate to leading the Australian market whereas the short term goals
relate to increase in revenue and profit, cost control and reduction, increase market share,
maintain high quality and to become socially and environmentally responsible company. The
short term goals of the company are sufficient enough to achieve the business objective of
leading the market. However the product and service differentiation strategies shall be
applied to operational plans also in order to achieve the short term business goals. The cost
control profit maximisation, business expansion, quality improvement etc. shall be separately
planned for the product and service segment of the business of company.
Performance management objectives and integrated processes
Performance management relates to the effective planning and implementation of the
designed plans and policies of the business so that the overall business performance of the
organisation is enhances as a whole. The objectives which can be used for the performance
management of Australian Hardware and development on integrated processes within the
company and its business are as follows:
 Increase the gross profit and revenue of the company in order to improve the financial
performance and distributed profits to stakeholders.
 Minimising him direct and indirect cost of operating the business and other relates
business and organisation costs. This will be achieved by ensuring that the resources of
the organisation are utilised in an optimum manner so that the operational efficiency is
achieved for performance improvement.
 To acquire a larger market share in the Australian market so that the leadership in the
market can be achieved by the company. This will be through proper marketing strategy
and improved product and service quality.
Consultation with line managers and stakeholders
The successful implementation of the business plan and policies clearly depends on the co-
operation and support to the employees from the managers. The line managers of the business
organisation play an important role in implementing the policies and procedures within their
department and achieve the performance management objectives at departmental level.
Similarly the stakeholders of the organisation also play an important role in implementing the
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policies within the overall business operations. After the formulation of the plans and policies
of the Australian Hardware Ltd, the approval from the line managers and stakeholders will be
obtained with regards to whether the line managers will be able to implement these policies
within their respective departments or not. The feedback and suggestion of the line managers
will be incorporated within the performance management objectives and plan so that the
smooth implementation by the line managers is ensured.
Implementation of performance management processes
For the effective implementation of the performance management processes it is important
that the procedures and actions for implementation are in co-ordination with proper
delegation of authority and responsibility among the employees of the organisation. The
performance management process implementation requires some prerequisites to be
completed such as total quality improvement of the products and services offered to the
customers so that more customers can be attracted to the business, achieve the social and
environmental objectives of conducting the business, creating good business culture within
the organisation etc. By creating an effect of these factors within the company, Australian
Hardware will be able to implement the performance management processes within its
business operations in an efficient manner. The stakeholders including the employees of the
organisations are required to understand the processes properly for incorporating these
processes in the tasks performed by them while conducting their job performance on routine
basis. The plan for the implementation of processes will include the following steps:
1. Identification of need and scope of performance management for the company and
alignment of the needs with the business strategic goals and objectives.
2. Designing the processes for performance management in accordance with the needs
and objectives identified.
3. Assigning the roles and responsibilities for he processes to the respective line
managers and other employees of the company.
4. Ensure the implementation of all the processes in an efficient and co-ordinated
manner.
5. Conducting the post implementation review and follow up to identify the areas where
proper implementation could not be made.
2. Analysis of organisational documents
Australian Hardware Ltd is a company that focusing on strong supply chain management and
home improvement services with expert’s advice. Company has been trying to expand its
market shares and target segments through strategic values and directions through managing
operational costs, focusing best quality standards and superior services. For strong
performance management, company has been considering providing various kinds of training
programs such as technical training, health and safety guidance, managerial and leadership
training and so on in order to meet business requirements. To retain potential staffs,
company’s objectives is to considering individual and group performance development goals
in line associated with business needs and targets.
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Strategic plans:
To make strategic plans more string effective company is focusing on expanding market
shares, controlling direct and indirect share and providing quality standards to their
customers. Company has been adopting social and environmental policies in order to give
proper health and safety training, socio-environmental training to make company more
socially responsible and liable.
Operational plans:
Company is generally focusing on market campaigns, marketing mix strategies, policies and
beneficial operational directions set by senior management in order to achieve long
operational goals at a local and national level both. A company requires running its business
in the most operational elements to make it more independent and enhance profitability.
Focusing on relationships with suppliers, customers and local communities would beneficial
for the Australian Hardware Ltd to match company’s strategies with the regional level and
international level.
3. Performance management plan template
Performanc
e
management
objectives
Work objectives: To work together to make strategies, monitor and examine
the overall contribution of employees' and managers to the organisation.
Employee’s effectiveness: managing annual performance reviews, assessing
progress and giving on-going training and development so that employee
could attain their targets and career achievements through performance
appraisal.
Sustainability: To focus on sustainable growth in order to enhance
productivity and improve business performance through KPI set.
4. Performance management processes
It is communication process of assessing, monitoring and reviewing managerial tasks
given to employees by managers to achieve employee’s working objectives:
1. Planning: Planning employees’ strategies to direct and track employees’ tasks and works.
2. Coaching: providing coaching, technical, social and environmental training by managing
flexible & successful working environment.
3. Monitoring: evaluating overall tasks and work assigned to employees to get employees
objectives done such as career goals etc.
4. Feedback: get feedback from employees regarding training and development workshops,
working management relations and environment.
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5. Role play consultation
HR Manager: As per the consultation obtained from the line manager of the company the
policies need to be revised for performance management. The benchmarks and KPI’s need to
be made separately for the products of the business and services offered to achieve
performance management in both areas.
CEO: The line manager needs to formulate the revised policies for both product segment and
service segment of the business of the company and we can obtain the approval for the same
in the Board meeting.
Line Manager: I will formulate different performance management procedures and KPI's for
product and service segments of the business of the company and the revised draft will be
submitted to you for the approval.
6. Implementation plan
Action Resources Strategy/tactics Timelines
Making strategic
plan documents
Top management strategic
management
tactics
One week
Implementation
and approval of
strategic plans
Operational
managers
Target documented
plans
15 days
Set/ determine
performance
indicators
Human resources Monitoring and
evaluating progress
level.
1 month
Compare actual
and target
performance
Human resources
and cost of
additional
investment
Identify, verify and
agree upon target
expectations
1 month
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Improvement and
feedback
Workforce Take corrective
actions and
implementing
changes.
15 days
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Part B: Written Reflection
Relevance
The formulation and planning of the processes and procedures to achieve the goals through
performance improvement have been undertaken by me on the basis of business goals, vision
and mission, strategic business objectives etc. of the company
Characteristics of learning organisation
Australian Hardware is a public company and is in operation since long time and therefore it
is not a learning organisation. I have used the procedures which are suitable for experience
and mature organisations.
Application of policies
Before planning the performance management objectives and processes I studies all the
policies of the company relates to operations, recruitment, documentation, compliance etc.
and then I prepared the plan on the basis of needs identified.
Consideration of legislations
I have considered the use of legislative policies such as Privacy Act, anti-discrimination
policies, Equality Act, company law etc. for planning the performance management process
for the company.
Application of grievance procedure
The feedback, suggestions and grievances of the employees, customers and stakeholders have
been included in my process.
Discussion of design options
I have used the co-ordination method for building the organisational capability of the
company. Aldo I have included multiple options for implementing the processes.
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Assessment Task 2
Part A
Planning the management training for Wollongong managers
Session objectives Develop the time management skills of managers
Training the managers for handling multiple tasks to be able
to perform lot of activities
Develop the listening and observation skills for manager to be
able to observe others before doing
Action plan
Timeframe Activity Teaching or
assessment
strategy or
approach to
achieve session
objectives
Tool/resources
6 months Development of
time management
skills
Allocating specific
projects to the
managers and
requiring them to
complete before
deadline, teaching
time management
tools such as
project crashing,
work breakdown
structure, Gantt
Chart, PERT,
CPM etc.
Projects and
deliverables to be
delivered
2 months Multiple task
performance
handling training
Teaching the
managers to
handle multiple
tasks and
performing various
activities
simultaneously by
providing practice
exercises while
training
Tasks and
activities to be
undertaken
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1 month Developing
listening and
observation skills
of managers
Assigning a team
of sub-ordinates
and a superior to
every manager and
making them
observe others
before doing
Team of sub-
ordinates and
superiors for
observation
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Part B: E-mail
To,
Audrey Wu
Housewares Manager, Wollongong
Hi Audrey,
I received your enquiry regarding your sales staff. As you mentioned that your sales staffs
have the potential, therefore I would like to recommend that you should not let go the
employee. You can have informal discussion with the employee or obtain feedback from the
colleagues or friends of the employee in order to find out the reasons of decline in
performance and improper behaviour of the employee. Also you can try to talk politely with
the staff and provide him the feedback in a positive way. Other than this we can have a
dispute resolution session which will help in resolving the conflicts between the employee
and you.
If the intervention and other methods are not successful you can ask to terminate the
employee but you need to maintain and keep proper records and documents and adhere to
proper legislations while taking actions.
I hope this will help you to improve the performance of the employee. Kindly report me the
status after completing your efforts.
Regards
HR Manager
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Part C: Written Reflection
For planning the training for Wollongong managers, I firstly read out the vision, mission and
business objectives of Australian Hardware Ltd and then I decided the planning objectives for
managers on the basis of business goals and objectives of the company. There are three
different categories of managers for training requirement, those who are between the age of
25-50 years, those who observe others before doing and those who intend to do a lot of
activities. I planned the training for each category of managers so that they can improve their
overall performance. I decided the timeframe for each activity to be undertaken during
training. I planned the strategies to be used for each activity and accordingly I allocated the
resources and tools to each activity.
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Assessment Task 3
1. Report:
To,
Line manager
Introduction:
This report will introduce whole training process and schedule to manage organisational
training procedure.
Being as HR general manager, training requirements are essential for employees and senior
manager team to be implemented. Training will be conducted for around 4000 staffs and 30
trainers will be required to handle the training. So Participation of l.ine manager will be
essential for proper and regular support & evaluation of sales training.
2. Review of performance data:
Review has been made around 95% of employees were satisfied and aware of training
procedure.
3. Review the Australian Hardware simulated business information:
In Australian Hardware business information, there was discussion about job role and
responsibilities of HR managers towards business process, training and organisation.
4. Report:
To,
Senior management team,
This report has been made to identify the needs of training process and their outcomes to
manage sustainability criteria
A. training outcomes: Training was conducted for around 4000 staffs. In training outcomes
around 367 staffs were trained in new sales model, around 270 numbers of employees were
trained for sustainability practices.
b) Interpretation of the performance data:
Through overall analysis, it can be observed that from random observation, around 45% of
trainees apply true features for sale model in training session. In overall interpretation of
performance data around 80% of employee were targeted and $20,000 around given to per
employee.
c) Interventions to be undertaken to rectify issues:
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The major issues could be arisen at initial moment of training, employees are generally
unable to share and transfer their views and learning at the time of actual interaction with
customers. This can be prevented by proper monitoring and examining procedure by line
manager.
5. Assessment 3: Appendix 2 – Training strategy and schedule
Training
objectives
To motivate employee to make profitable contribution in an
organisational work.
Proper training in specific sales model to increase sales volume.
For enhancement in productivity and proficiency including
employees career goals
Proper discussion will be made with supplier to negotiate in
case of making training agreements.
Actions
Timeframe Activity:
(training/assessment,
coaching or other
support, monitoring)
Teaching or
assessment strategy or
approach to achieve
training objectives
Resources:
Trainer
(number 1–30)
Managers
1 month Training process Providing training
related top sales model
in order to enabling
better interaction with
customers.
12 trainers
2 month Assessment of
training process
Proper learning to
review and assessment
of coaching and training
process
10 trainees and 5
trainers
3 weeks Monitoring and
review of
performance of
employees
Make proper
improvement of
employee’s
performance via
reviewing and
monitoring each
process.
Line manager
and 10 trainers
6. Arrange with your assessor to renegotiate service agreement with training supplier.
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In the arrangement of renegotiation of training agreement with supplier completion of
training will be made for 4000 employees. Specific skilled training will be provided as per
sales training module. Renegotiation and arrangement regarding id proof, line manager third
party report will be made in assessment of trailing report.
7. Modified Service Agreement
1. Service Agreement
Service Agreement dated: 3 January 2014
Between
Train Your Way Up
Service Agreement Sponsor – Director of studies for Train Your Way Up, Jan Powers
And
Australian Hardware Human Resources
Service Agreement Sponsor – Susan Black, Human Resources General Manager
2. Scope of services
Sales training to up skill sales staff in the new sales model:
 Proper meeting with customers
 Giving proper training related to understand customers satisfaction.
 Resolve customer’s problem to increase customers’ satisfaction level.
 Make sustainable growth with maintaining proper and flexible working
environment.
Service specifications
The table below describes the services to be provided under this Services Agreement.
Service Scope
Sales model training 4,000 employees (367 employees)
Training on sustainability policy and
relevant products
4,000 employees (243 employees)
3. Fees and payment terms
The schedule below details the fees and payment terms for the services provided under this
agreement.
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Service Fee Payment term
Total expenses of training
process
$2,000,000 Paid with completion of
training delivery
Commission payment $200,000 Paid after successful
implementation of training
program.
5. Monitoring and reporting
Services will be monitored according to the following reporting schedule.
Service Report Timing
Sales model training Training summery Completion of working
process
Managing sustainable and
flexible training programs
Work completion Completion of working
process after 2017-18
Average assessment score Assessing training and
evaluation procedure
After program completion
and training process in
2017 -18
6. Dispute resolution
In the event that either party needs to raise a dispute the following process must be followed:
7. Penalty
Train Your Way Up will have to pay a penalty of $100,000 for the underperformance of
employees after the training which 5% of the total cost of training fees.
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Issue identified
Service Agreement Sponsor from both parties
to be notified of issue
Service Agreement Sponsor from both parties to
discuss issue and agree resolution
In the event that Service Agreement Sponsors
cannot agree on a resolution the issue is to be
escalated to mediation

8. Signatures
I agree to the terms and conditions of this agreement.
Signed for and on behalf of Australian hardware HR
Australian Hardware, HR general
manager S Black
In the presence of witness David Ouspensky
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