Diploma of Leadership: Case Study on Performance Assessment

This case study presents a simulated meeting scenario where a leader, Chris, addresses a sales team about performance assessment. The leader outlines the organization's primary objective of providing satisfactory customer service and maintaining high customer retention. The discussion focuses on Key Performance Indicators (KPIs), including time management, sales targets, punctuality, discipline, and customer feedback. The leader explains how an automated system will track these KPIs, and assessments will be conducted weekly, providing individual feedback. The team members engage in a Q&A session, clarifying the assessment frequency and process. The case study highlights the practical application of performance management principles within a sales environment, emphasizing the importance of clear objectives, measurable metrics, and regular feedback for achieving organizational goals. The case study is a great example of how to deal with a team and how to make them work more efficiently and effectively. This solution is available on Desklib, a platform offering AI-based study tools for students.

Scenario 1 – Assessing Performance
Me: Good morning everyone. I hope all of you are doing well.
Team members: Good morning Chris.
Me: I have organised this meeting to guide you all about the organisational objectives and
highlight the aspects of performance management that I would use as a parameter to analyse
your performances. So, should I start?
Team members: Yes
Me: As all of you know, our organisation Bing Lee is a pioneer in the area of customer services.
Our main objective is to provide satisfactory services to customers in a timely manner and
maintaining a high level of customer retention. As a part of the sales team, all of you will be
taking part in activities that will directly involve satisfying all of the above objectives. Hence,
your general target is to maintain an impeccable record at all times.
Jane Citizen: How do you expect us to meet the objectives?
Me: There is an aspect called Key Performance Indicators or KPIs. These include details like
time management, achieving the sales target, maintaining punctuality and discipline and
receiving positive feedback from customers. I will assess your performances on the basis of these
aspects.
John Citizen: How exactly will you be assessing us?
Me: Our office will be equipped with an automated system which will maintain a record of all of
the KPIs. As all of you are already aware of your individual targets, your efficiency will be
judged on how frequently you are able to achieve them.
Singh Citizen: And what is the frequency of the timeline of each performance assessment?
Me: We will be having the reviews on a weekly basis. I will provide all of you with a feedback
in the beginning of the week and provide all of you with an individual analysis of your
performance during the week. Any further questions?

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Team members: No.
Me: Well, alright then. Our initial review session will take place on next Monday. I hope all of
you succeed in achieving your targets. Good luck to all of you. Have a good day. See you all
around.
Team members: Thank you. Have a good day.

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