Career Technology: Unit 2 Report on Team Performance and Improvement

This report analyzes team performance within Career Technology, encompassing meeting minutes, a team performance improvement plan (TPIP), and role-play scenarios. The report includes minutes from a meeting addressing performance issues, outlining areas of concern such as slow response times and teamwork challenges. The TPIP details specific goals, activities, resources, and expectations for improvement, alongside progress checkpoints and timelines. Furthermore, the report includes policies related to performance appraisals, staff induction, recruitment, and professional development. Business process flowcharts for customer service and IT network troubleshooting are provided. The report concludes with an analysis of team dynamics, offering suggestions for improvement through training, resource allocation, and enhanced communication strategies. The role-play section focuses on resolving interpersonal conflicts and improving team collaboration.

REPORT

Table of Contents
UNIT 2.............................................................................................................................................1
TASK 1............................................................................................................................................1
Part A...............................................................................................................................................1
Part B...............................................................................................................................................2
TASK 2..........................................................................................................................................10
PART A.........................................................................................................................................10
PART B..........................................................................................................................................11
PART C..........................................................................................................................................13
PART D.........................................................................................................................................13

UNIT 2
TASK 1
Part A
Minutes of Meeting
Meeting Objective:
Review performance
issues
Attendees: Chaoran,
Yuki, Fernando,
James
Venue: Company's
Meeting Room
Date: 01-08-2020
No. Points Discussed Actions Suggested Target Date
1 The purpose of
formation of team, their
roles and
responsibilities,
accountabilities
Review of the organisational policies by the
team members for comprehension of the
company's goals, plans, and objectives
10/11/21
2 Slow responses given
to the enquiries of the
customers
Establishment of the requirement for response
time
Establishment of the emergency number
Establishment of specific roles and
responsibilities in support shift
Improvement of the team work
30/11/21
3 Difficulty faced in the Training the employees for improvement of 10/12/21
1

resolution of the
customer issues
their communication skills
Improvement of the team collaboration
Addition of FAQs
Addition of the video tutorials
Establishment of the specific roles for
responses
Prioritization of the issues
Usage of the real time collaborations
4 After-hour support
commitment
Increment in the quantum of individuals
within the team of after-hour support team
Creation of a fair roster and facilitation of
frequent rotations
21/12/21
5 Teamwork Clarification of the cultural difference along
with the expectations
Establishment of the guidelines for
communication along with the requirements
Establishment of the procedure for managing
the team conflicts
Provision of training for addressing the team
conflicts and reaching onto the resolutions
14/01/21
Signature of attendee
1:
Signature of attendee
2:
Signature of attendee
3:
Signature of attendee
4:
2

Part B
Team Performance Improvement Plan (TPIP)
Confidential
TO: Chaoran, Yuki, Fernando
FROM: ALICIA
DATE: 1--07-2020
RE: Team Performance Improvement Plan (TPIP)
The purpose of this Team Performance Improvement Plan (TPIP) is to define serious areas of
concern, gaps in your work performance, reiterate organisations expectations, and allow you the
opportunity to demonstrate improvement and commitment.
Areas of Concern:
Observations, Previous Discussions or Counselling:
Step 1: Improvement KPIs and Goals:
1. Maintenance of the time for responses below 10 seconds
2. Reduction of the time for resolving queries by 20%
3. Improvement of the attitudes of the staff in support domain
4. Improvement of the morale as well as teamwork
Step 2: Activity Goals:
Goal # Activity How to Accomplish Start
Date
Projected
Completi
3

on Date
Maintenance of
the time for
responses
below 10
seconds
Establishmen
t of relevant
policy and
standards
Coordination
with the team
member
Establishment of the requirement for
the response time
Establishment of the emergency
number
Establishment of the clear roles as
well as responsibilities at the time
of support shift
Improvement of the teamwork
01/07/2
0
30/07/21
Reduction of
the time for
resolving
queries by 20%
Improvement
of the
comprehensi
on of the
issue and
resolution
Training the employees for
improvement of their
communication skills
Improvement of the team
collaboration
Addition of FAQs
Addition of the video tutorials
Establishment of the specific roles
for responses
Prioritization of the issues
Usage of the real time collaborations
01/07/2
0
10/08/21
Improvement
of the attitudes
of the staff in
support domain
Expansion of
the support
team
Organizing
the work
shifts
Increment in the quantum of
individuals within the team of after-
hour support team
Creation of a fair roster and
facilitation of frequent rotations
01/07/2
0
21/07/21
Improvement
of the morale
Improvement
of the
Clarification of the cultural
difference along with the
01/07/2 14/07/21
4

as well as
teamwork
coordination
between the
team
members
expectations
Establishment of the guidelines for
communication along with the
requirements
Establishment of the procedure for
managing the team conflicts
Provision of training for addressing
the team conflicts and reaching onto
the resolutions
0
Step 3: Resources:
1. Manage training and coaching
2. Computer, room, project for training
3. Fee for training courses
4. Time away from work for training
Strategies to involve the team in planning, decision making and operational aspects of the
team:
1. Communication of the issue pertinent to the performance of team to all the members
2. Asking for the input along with feedback from the members of the team
3. Taking constructive criticism)
4. Praising an individual prior to criticizing them
Management Support:
1. Provision of the physical resources to staff for creation of the support contents
5

2. Provision of the financial resources to staff in aid for the training course
3. Provision of on-the-job training
4. Provision of coaching
Step 4: Expectations:
1. Receipt of calls in 10 second of first bell
2. Reduction of the time for resolution of queries by 20%
3. Maintenance of welcoming as well as professional attitude
4. Improvement of the morale and the teamwork
5. Reduction of the complaints of the customers by 50%
Career Technology’s Performance appraisal policy and procedure
Purpose The purpose of this policy is establishment of an equitable performance
appraisal process
Scope Applicable to all the employees of the company
Resources
Relevant legislation
etc.
Fair Work Act 2009
Age Discrimination Act 2004
Australian Human Rights Commission Act 1986
Disability Discrimination Act 1992
Racial Discrimination Act 1975
Sex Discrimination Act 1984
Discrimination Act 1991
Procedure
 Appraisals will be carried out once in
every 4 weeks by the supervisor or
manager.
 The discussion is done in private and
information is confidential.
 The manager conducting the appraisal
is given training.
 Manager provides constructive
comments on the employee's
6

performance.
 Manager will lay down a PDP for the
employee.
Career Technology’s staff induction, recruitment and professional development policy and
procedure
Purpose The purpose of this policy is provision of guideline for the manager in
relation to acquisition of quality candidates
Scope Wide
Resources Computer , training room,
Relevant
legislation etc.
- Fair Work Act 2009
- Sex Discrimination Act 1984
- Racial Discrimination Act 1975
- Workplace Gender Equality Act 2012
- Australian Human Rights Commission Act 1986
- Disability Discrimination Act 1992
- Age Discrimination Act 2004
Procedures
 Firstly, the recruitment process will be
conducted by creating a job advert and
collection of CVs of the candidates
 Next, the selection process is carried
out by way of choosing the most
potential and suitable candidate out of
the pool. The selected candidate is
provided with a job offer.
 The hired candidates are provided
with induction in the initial phase in
the company.
 The employees undergo performance
appraisals which reveal the need for
provision of training.
 The employees will be provided with
the learning opportunities
Career Technology’s Business process 1 Customer service flowchart
7

Career Technology’s Business process 2 IT Network troubleshooting flowchart
8

Step 5: Progress Checkpoints:
Goal # Activity Checkpo Type of Progress Notes
9

int Date Follow-up Expected
Maintenance
of the time
for responses
below 10
seconds
Establishment of the
policies as well as the
standards
Coordination with the
member
10-07-20 Meetings Response
time standard
Roles and
responsibilitie
s
Reduction of
the time for
resolving
queries by
20%
Improvement of the
comprehension of the
issue as well as the
solution
13-07-20 Meetings FAQs
Video
tutorials
Improvement
of the
attitudes of
the staff in
support
domain
Expansion of the
support team
Organizing the work
shifts
7-07-20 Meetings New team
member
Improvement
of the morale
as well as
teamwork
Improvement of the
understanding between
the members of the
team
5-07-20 Meetings Resolved
misunderstan
dings
Follow-up Updates:
Date
Scheduled
Activity Conducted By Completion
Date
05/03/20 30-day Update Memo Alicia 05/04/20
10