AUR50116 & BSBLDR522: Performance Management at Swann Automotive

This document presents a solved practical assessment focused on managing people performance within Swann Automotive. It addresses underperformance issues of team members Peter Smith and John Ward, detailing informal feedback, coaching, and the development of performance improvement plans. The assessment includes monitoring achievement, creating work plans with identified objectives, resource requirements, and performance standards, conducting risk analysis, and developing a performance management training program. The solution also covers the delivery of training, performance evaluation against KPIs, and the creation of a performance development plan, offering a comprehensive approach to enhancing employee performance within the organization.

AUR50116 Diploma of Automotive
Management
BSBLDR522 - Manage People Performance
Practical Assessment
Student Name:
Student ID: Class #:
Date of Assessment: Date of Submission:

By signing this assessment, the student declares that they have been briefed on the
assessment procedures, requirements and conditions and they declare that this is
their own work.
All Questions are required to be answered correctly by the Student in accordance to
the knowledge required. Assessors are required to indicate if the question has been
answered Satisfactory (S) or Not Satisfactory (NS). The assessment result must be
either Competent (C) or Not Yet Competent (NYC). Please note if the assessment
is a Re-Submission by ticking the Re-submission box and date.
Case Study 1
You are currently working as a Manager for Swann Automotive providing premier automotive services
in Adelaide.
You have reviewed the results from the recently conducted quarterly customer satisfaction survey. The
findings highlight some issues about the performance of two employees of Automotive, Peter Smith and
John Ward.
Peter Smith
Peter, a newly recruited team member, has received some great feedback from customers regarding her

skills and knowledge as an auto mechanic. Most customers have provided him with a rating of
‘excellent’ as an auto mechanic as they are well on the way to meeting or exceeding their goals. This
means Peter is on track to exceeding his key performance indicator of an ‘excellent’ customer
satisfactory rating of 60% by the end of the year (in three months’ time).
A couple of customers were not satisfied with his services and as a result, he is not meeting the
requirements of the Customer Service Standard Policy. By the end of the year, Peter must demonstrate
the ability to meet each of the requirements of Customer Service Standard Policy.
You feel that Peter is an extremely skilled and enthusiastic auto mechanic but needs to understand
approach of Swann Automotive being customer-centred, which involves making sure the customers are
the one who makes the decisions about their needs and plan, and in making any adjustments to goals.
John Ward
John has always been popular with customers. He works mainly on vehicle service. The latest survey’s
findings reveal that many of his customers rated John as a ‘good’ mechanic, none considered him to be
‘excellent’ and a few rated him as ‘satisfactory’. One of John’s key performance indicators is to achieve,
by the end of the year, an ‘excellent’ customer rating of 90 per cent. The indicator was not unrealistic as
John has received ratings in the high 80s for the past two years. Previous survey results and the current
results indicate John will not be able to meet the standard.
Some responses indicate that John has not been very enthusiastic. In line with the requirements of the
Swann Automotive Performance Management Policy and Procedure, you take steps to manage
underperformance. You initiate performance improvement coaching by checking in with Peter and John
and to provide feedback via email before meeting with them to plan for improvement. This gives each
team member with an opportunity to carefully consider the feedback to identify ways to
address concerns, and how you can support them in this.
Task 1
Provide
informal
feedback and
coaching to
two
underperform
ing team
members of

Swann
Automotive
Monica Lange
and John
Ward.
It is identified
that there are
two people in
the Swann
Automotive
who are under
performing
team members
in an
organization.
Now company
is targeted to
improve the
performances
of employees
so that they can
perform better
and achieve the
standards
according to
the KPI's. It is
identified that
Swann
Automotive is
providing
informal
feedback and
coaching to the
two under
performing
team members.
There is a
informal
feedback in the
coaching in
which team
members get
feedback about
their

performances
so that they are
able to know
their faults and
they can take
right steps
accordingly.
Peter Smith:
You are the
great person as
you have
possess all
important skills
as well as
enthusiasm.
But you need
to work on the
approach of
customer
center. That
means it is
necessary for
you to improve
their approach
as Swaan
Automotive is
more focused
on customers.
John Ward:
As per your
performances, I
found that you
are lacking in
enthusiasms
which needs to
be improve.
Firstly you
should analyse
your
performances
and the take
necessary
course of
actions. You

also need to
work on
customer
centric
approach as it
is found that
you are best
but still you
have to
improve it.
Feedback: S NS
Case Study 2
Both Peter and John have taken time to consider the feedback provided relating to their performance
concerns and coaching you initiated. You believe they each have identified suitable actions and
development options to improve their performance.
You have scheduled sessions with Peter and with John to continue your performance coaching
by discussing the concerns and developing in collaboration with team members objectives and strategies
to improve performance.
Task 2
Develop a
performance
improvement
plan for the
underperform
ing team
members of
Swann
Automotive
Monica Lange

and John
Ward.
Performance
management
tool is the most
important tools
in which an
organization
needs to plan
for the
improvement
and
development of
performances
of employees
(Spina and
et.al., 2021).
For the
development
and
enhancement
of
performances,
there is a plan
which is
mentioned
below:
 Identifi
cation
of
behavio
r/perfor
mance
which
needs
to
improv
e by
organiz
ation
 Outlini
ng of
expecte
d

standar
ds
 Identifi
cation
of
training
and
support
that
helps to
improv
e the
perform
ances
 Schedul
ing of
checks-
in and
points
of
reviews
 The last
sign
and
acknow
ledge
each
candida
tes
Feedback: S NS
Case Study 3
It has been four weeks since the Improvement Plans for both Peter and John were
implemented. You are to implement the next stage of performance coaching – monitoring
achievement.
You have scheduled a monitoring session with each team member to discuss their performance
against the objectives of the plan and to determine what should happen next. You have asked

Peter and John to reflect on and assess their performance. You have also asked them to
consider, should they not be on track to achieve their performance objectives, what adjustments
to the plan may be required.
Regular check-ins with Peter and feedback from members of staff and customers indicate that
Peter has really improved his skills in working with customers. You are extremely pleased with
Peter’s commitment and achievement and will provide that feedback to her during the
meeting.
You are aware that John has not been well, but your observations and feedback from others
have identified that he has been improving. You plan to acknowledge John’s effort during the
meeting.
Task 3
Develop a
performance
improvement
monitoring
plan for
underperform
ing team
members of
Swann
Automotive.
The
improvement
plan is
focusing on
monitoring
session which
is specially
dedicated to
Swann
Automotive's
employee i.e.
John. It is very
important for
Swann
Automotive
that they need
to do planning
for monitoring
the
performance of
John as it is
found that he is

not going well
but still there
are some
feedback got in
which it shows
that he has
been
improving
(Sokolov and
Zavyalova,
2021). So there
is plan which is
developed for
the purpose of
effective
monitoring:
 It is
necessa
ry to
design
an
efficein
t plan
for the
John so
that
Swann
Automo
tive is
able to
underst
and that
what is
the
reason
for
John's
unwell
situatio
n.
 Now
the next
step in
which it

is
necessa
ry for
the
project
leaders
to
design
and
conduct
meeting
for all
the
team
member
s on a
regular
basis.
 This is
the
most
importa
nt stage
in
which
Swann
Automo
tive is
recomm
ending
the
suggesti
on to
John
that
how he
can
improv
e their
perform
ance.
 Now
the last
step in

which
Swann
Automo
tive
needs
to
ensures
that all
the
guidelin
es and
recomm
endatio
ns are
properl
y
followe
d or
not.
Feedback: S NS
Workplace Project Assessment
Task 1
Develop two
work plan,
one each for
two members
of a team of
Swann
Automotive.
Identify the
following:
o
Tw
o
act
ion
to