CoffeeVille Restaurant: Managing People Performance Report - Analysis

This report provides a comprehensive analysis of CoffeeVille's employee performance management strategies. It begins with an introduction to performance management and its importance in achieving organizational goals, focusing on the challenges faced by CoffeeVille's Melbourne store, particularly in managing employee Kim Smith within the customer service department. The report delves into several assessment tasks, including an employee work plan outlining Key Result Areas (KRAs), activities, goals, and risk management strategies. It then examines amendments to the performance management system documentation, highlighting areas for improvement such as management commitment, reward systems, training, and performance measurement. A detailed training plan documentation is presented, focusing on employee development in areas like self-confidence, positive attitude, customer attraction, and engagement. Furthermore, a coaching plan template is provided, covering goals, performance expectations, and opportunities for development. The report also answers questions related to employee motivation and performance improvement. The report concludes by emphasizing the importance of valuing employees and providing continuous feedback to foster a productive work environment and enhance CoffeeVille's profitability.

Manage People Performance

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
ASSESSMENT 1............................................................................................................................1
Employee Work Plan..............................................................................................................1
ASSESSMENT 2............................................................................................................................3
Amendment in performance management system documentation.........................................3
ASSESSMENT 3.............................................................................................................................6
Coaching Plan Template.........................................................................................................6
ASSESSMENT 4.............................................................................................................................8
Question 1:..............................................................................................................................8
Question 2...............................................................................................................................9
Question 3.............................................................................................................................10
Question 4.............................................................................................................................10
Question 5.............................................................................................................................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Performance management may be defined as process of managing performance of the
employee, team, process and even the performance of the entire organisation. It is the process of
creating a working environment in which people are encouraged to perform at their best level. It
is important for an organisation to manage people in order to achieve its goals and objectives.
People are to be managed at different levels in an organisation in order to enhance their
performance to satisfactory level. This report is based on the different assessment tasks on
CoffeeVille restaurant at the Melbourne store, which is facing problem in managing its employee
Kim Smith which has been transferred to customer service department. This report discusses
about the work plan of the employees of CoffeeVille in different required areas. Present report
also discusses about making changes in performance management documentation of the
restaurant and also designing of a proper coaching template in order to provide coaching to the
employees. This report also answers various questions based upon different scenarios in
assessment four.
ASSESSMENT 1
Employee Work Plan
KRA Activities/Goals Measurement/KPIs Accountability/
dependence
Financial To achieve $10,000
revenue in sales
Achieving day to day
sales targets.
Sales Manager.
Internal Process Possessing Knowledge
of each product
categories of
CoffeeVille.
Able to describe each
products, working as
team member,
motivating customer.
Manager.
Customer Focus To satisfy and retain
customers.
Meeting customer
needs, minimum
customer complaints,
improvement in sales.
Sales manager.
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Development Self-direction towards
achievement of goals,
having the knowledge
of entire organisation.
Taking responsible
decisions, able to
mentor a team.
Manager.
Risk Risk
likelihood
(1-5)
Risk impact Controls Monitoring Timelines Responsible
Financial
Risk
4 High It can be
controlled
by
providing
proper sales
training.
Tracking
weekly sales
record.
2 month Sales
Manager
Loss of
customers
3 Medium It can be
controlled
by
providing
proper
customer
service
training
Increase in
inflow of
customers.
3 months Sales
Manager
Loss of
company's
reputation
2 Low It can be
controlled
by
providing
effective
Customer
service
representati
It can
monitored
by checking
the overall
performance
.
6 months Manager.
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ve training.
ASSESSMENT 2
Amendment in performance management system documentation
Performance management system
Areas for improvements Amendments Time for implementation
Management Management's commitment
towards employee training and
advancements.
Provide regular feedback to
the employee for their growth
and development.
3 months
Rewards systems  To establish proper
reward system for
employees depending
upon their performance
level.
2 months
Training To provide and effective
training to the employees.
Trainer need to monitor
performance of the employees
at different levels.
6 months
Performance Measurement To measure the performance
of the employees effectively.
Employee's performance
should be measured through
different levels of performance
6 months
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management.
Goal Setting Training process should be
aligned according to the
restaurant's goals or individual
goals .
6 months
Feedback Employees should be provided
feedback on weekly basis both
formal and informal.
3 months
Monitoring training Trainers should be provided a
proper training first before
they provide training to
employees.
3 months
Record keeping Trainers should keep the
records of entire training and
development sessions of each
employee.
3 months
Training planning documentation
Training plan is a type of a document which outlines the complete details of the formal training
what a trainee will do during a training program (Sellars, Detering and Silvester, 2015). Training
plan documentation addresses weaknesses of the employees which they posses in their work
skills and with the help of a training documentation, it allows to improve the skill and knowledge
of the employee in an organisation (Veilleux and Bilsky, 2016).
As large portion of the employees has felt disengaged form the work, they are feeling low
in confidence level and are unable to attract customers and to retain them. So this is the problem
faced by CoffeeVille with their work force. So CoffeeVille is organising a training program in
order to train its employees. Training program documentation is as follows:
Name of employee:
Department: Coffee Product and Sales.
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Days Day 1 Day 2 Day 3 Day 4 Day 5 Day 6
Activities Self-
confidence
Positive
Attitude
Customers
Attraction
Customer
Retention
Work
engagement
Customer
motivation
Improvements:
Areas of further Improvements:
Remarks:
Signature: Date:
As the employees of CoffeeVille are facing the problems of lack of self-confidence in
them which result in to the poor performance of the employees. They also feel disengaged with
the work they perform and are unable to attract and retain customers. So training plan of
CoffeeVille consists of total six days to provide training on the each segment that employees
lack behind which will improve their performance in future. So with the help of this training plan
documentation CoffeeVille can improve the skills of the employees in different aspects. In day 1
employees self-confidence will be boosted, so that they can face the customers very confidently.
On day 2 training will be provide to develop a positive attitude of the employees which is very
important for improving their sales performance. On day 3 employees will be provided with a
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training on how to attract a customer which includes different ways to attract a customer towards
restaurant's products. On day 4 employees will be provided training on how to retain a customer
as restaurant is facing a problem in retention of the customers which is really important in order
to remain competitive. On day 5 employees will be provided a training on how to remain
engaged during work and get interested in performing the tasks assigned to them. On 6th day
employees will be provided a training on different ways to motivate customers in order to
increase the sales of the employees.
ASSESSMENT 3
Coaching Plan Template
Coaching phase Notes/questions/planning
Goals and performance expectations It is important for Kim to achieve goals and has
to perform accordingly in order to achieve
them. Goals set should be achievable in real
life. Also Kim need to formulate a plan in
order to achieve the set goals and planning
plays an important role in achieving them.
Reality and actual There should not a huge difference between
actual results and planned results. If the
variations are high the performance of Kim
very low and if the variations are low then the
performance of Kim is satisfactory.
Opportunities to develop Kim should be provided with opportunities in
order to develop. This will enhance the growth
of Kim in different aspect and will increase her
job satisfaction. This will also improve the
performance of Kim.
Willingness to develop and commitment Kim should be willing to develop herself, if she
is not willing to develop each and every
performance development plan will be in-vain.
Her commitment also plays an important role if
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she is committed towards the work it will bring
results for CoffeeVille.
Performance Development Plan
Name and Position: Kim (Customers Service Representative)
Manager: Review period: 2 Months
Reference from
operational plan
Key Result Areas Indicator of
success/performance
Status report/result
Financial To improve the sales
performance of Kim
Able to achieve its
daily sales targets.
Kim is not still able to
achieve her sales target
but it has improved as
compared to previous
records.
Customer focus To gain the
information about the
products and develop
seriousness in her
attitude.
Able to satisfy
customers and able to
retain customers.
Kim is able to satisfy
customers and also is
able to retain them.
Internal process
efficiency
To master in point of
sales system and
reducing errors during
transactions.
Should be able to
complete her sales in
two minute only that
too with no errors.
Kim has been able to
close her transaction in
two but still need to
work on minimizing
errors.
Learning and
development
Willingness to learn
and develop new
things for future.
Attending regular
training and
development
programs.
She has been able to
learn and develop
herself by regularly
attending training
programs.
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Achievements: Kim has been able improve
her customer focus, she has been able to
develop herself and completed her transactions
on time.
Ares of opportunity: She has an opportunity
to become a good customer service
representative in future.
Next performance review period: After six months.
Manager's comments:
Signature: Date:
Staff members comments:
Signature: Date:
ASSESSMENT 4
Question 1:
a) If the employees working in CoffeeVille are valued for their work and are given continuous
feedback it will rise their satisfaction level and they will be motivated to maintain and will
improve their performance level (Jeunet and et.al., 2015). Praising and recognition of the
employees is important for the restaurant in order to create a productive work environment and
outstanding workplace. It will motivate the employees to improve their performance which will
bring more profits for CoffeeVille. On providing continuous feedback to employees it will
improve the performance of the employees on regular bases. On providing continuous feedbacks
managers of CoffeeVille can provide role clarity of the employees, increase workforce efforts
and focus on individual goals of the employees It will create and environment in which people
will feel appreciated and employees will also feel that restaurant is taking care of the employees
on providing recognition and continuous feedback to employees.
Example 1: If employees are given recognition for their performance they will feel
satisfied and motivated to improve their performance in future to gain more and more
recognition.
Example 2: If employees are provided with continuous feedbacks for their performance,
it will improve the performance of employees because on providing continuous feedbacks
employees will be able to minimize their error causing factors on regular basis which will
improve their performance in the restaurant.
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b) Procedure to monitor employees of CoffeeVille with poor performance are as
follows:
1. Defining expectations:
 CoffeeVille managers should create written explanation of CoffeeVille's policies to the
employees.
 CoffeeVille should be sure that employees are aware of policies. CoffeeVille should follow disciplinary actions if an employees fails to follows
restaurant's policies.
2. Assessing employee productivity:
 CoffeeVille should check employees performance on regular basis.
 Ask for explanation from the employee about their performance.
 Document employees work.
 Assessing employees work in progress.
3. Monitoring online activity
 CoffeeVille should a monitoring software in order to monitor employees effectively.
 Making sure the CoffeeVille is in compliance with law.
4. Providing feedback to employees on regular basis
 Providing weekly performance report to employees
Procedures to coach employees of CoffeeVille are as follows:
 CoffeeVille Should decide what it want to accomplish form the employees
 .
 Set proper goals with the employees.
 Prepare a proper roadmap in order to reach a goal.
 Give regular feedbacks
 CoffeeVille should make sure that coaching is aligned with the restaurant's core values.
 CoffeeVille should keep proper collaboration with the employees during coaching.
Question 2
Relevant piece of legislation applicable to performance of management at CoffeeVille
are:
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Anti-discrimination: Sex discrimination Act 1984, involves the elimination of all forms of
discriminations against women and other aspects of International Labour Organisation
convention 156.
Competition and consumer protection: Competition and Consumer Act 2010 is an act of
Australia which seeks to promote fair trading, promotes competition and also protects consumers
of Australia.
Environmental issues: The Environment Protection and Biodiversity Conservation Act 1999, its
is the Australian Government's environmental legislation which covers various environmental
aspects and approvals and also to protect biodiversity of Australia.
Anti-discrimination: CoffeeVille should not make any discrimination in the restaurant on the
basis gender and should believe in gender equality.
Competition and consumer protection: CoffeeVille has to indulge in fair trading and
providing protection for consumers. CoffeeVille should not get involved in unfair means of
trade and promoting their product or service which is an offensive act in eyes of Austrlain law.
Environmental issues: CoffeeVille has protect and preserve environment by not polluting all
the segments of environment such land, water, soil and air. CoffeeVille should get involved in
the activities which promotes and protects environment.
Question 3
a) A position for internal source that could be approached is Supervisor.
b) One external sources for managing employee poor performance is Business Solution
Advisors.
Question 4
a) Steps taken to counsel Kim Smith in accordance to the organisational policy and relevant
legislation for disciplinary meetings are as follows:
1. A manager should develop a relationship with Kim (Shields and et.al., 2015).
2. Manager should make an informed assessment with Kim.
3. Manager should establish a mutually agreed goals and objectives related organisational
policies and relevant legislation.
4. Developing a plan for implementation.
b) Legislation most relevant to the scenario would be Fair Work Act 2009.
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