Managing Individuals’ Performance: A Report on HomeServe PLC

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Manage Individuals’ Performance
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Table of Contents:
Introduction:........................................................................................................................................3
AC 1.1: Explain typical organizational policies and procedures on discipline, grievance and
dealing with underperformance.........................................................................................................4
Disciplinary policies:.......................................................................................................................4
Disciplinary procedures:.................................................................................................................4
Grievances:.......................................................................................................................................4
Acas Code of Practices- Discipline and grievance:........................................................................5
1.2: Explain how to identify the causes of underperformance.........................................................6
Underperformances:.......................................................................................................................6
1.3: Explain the purpose of making individuals aware of their underperformance clearly but
sensitively.............................................................................................................................................8
1.4 Explain how to address issues that hamper individuals’ performance......................................9
1.5: Explain how to agree to a course of action to address underperformance.............................10
Addressing the underperformances:............................................................................................10
1. Performance Goals:...............................................................................................................11
2. Performance Assistance:.......................................................................................................11
3. Performance Feedback:........................................................................................................11
Agreeing courses of the plan:........................................................................................................12
Conclusion:........................................................................................................................................13
References:.........................................................................................................................................14
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Introduction:
In an organization, it is very essential for individuals to maintain their performances to
achieve profitable outcomes for the organization. The individuals are needed to manage their
work finely and take care of all the aspects that could enhance the working of the individual
as well as the organization. The following report evaluates the policies that are applicable in
an organization and the maintenance of the discipline and the dealing with the
underperformance of the individuals in organizational premises. The report elaborates about
the reason and causes behind the underperformance of the individuals and also the ways that
the organization uses to make the employees aware of their underperformance but in a
sensitive manner. The report also evaluates the issues that hamper the working of the
individual in an organization and also evaluates the measures that the organization takes to
address and solve the issues resulting in underperformance. The organization selected to
evaluate all the aspects is HomeServe PLC. It is a UK based organization which was
established in the year 1993 in Walsall, West Midlands, UK.
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AC 1.1: Explain typical organizational policies and procedures on discipline, grievance
and dealing with underperformance.
There are various organizational policies that various organizations have established in their
working provisions to maintain the discipline, grievances and the management of the
underperformance of the employees (DuBois, et. al., 2015).
The HomeServe PLC has implemented various laws and regulations which are needed to be
followed by every employee working in the organization to have a good and healthy work
environment, some of the rules implemented are as follows:
Disciplinary policies:
It is very essential for every organization to set disciplinary rules and policies and also inform
the employees about the policies so that they could work according to that. The disciplinary
policies should include dismissal policies if the employee is involved in any gross
misconduct. The employees are needed to maintain the regularity and punctuality in the
office. It is also very essential for the organization to implement health and safety measures
for the employees. The use of the organizational equipment and their facilities are needed to
be done in such a way that it doesn’t harm any person or damages the organization’s
property. The Equality Act 2010 states that it is very essential for the organization to maintain
equality among all the members of the firm and no discrimination on any basis should be
done as it has been declared as a criminal offence on behalf of the organization.
Disciplinary procedures:
The disciplinary procedures are the set of ways that the employer could take against the
employee to deal with the disciplinary issues. A disciplinary hearing is the main way that
HomeServe PLC uses to provide the employee with the chance to explain his/her doings and
the reason behind such behaviour. The organization also explains to their employees that they
are underperforming and provide them with the chance to improve their workability and if
they are unable to meet the organization’s requirements the employer have the right to
dismiss the person (Barry and Wilkinson, 2016).
Grievances:
Grievances are the set of problems which the employee have about their work. Anything that
made the employees feel dissatisfied or made the employees feel that it is unjust on them.
The discrimination in the working ventures of the firm due to the actions taken by the
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management of the firm or the bullying of the employee in the organization and the decisions
taken by the management of the firm which leads to the harassment of the employee could
lead to grievances (Mohrman and Lawler, 2017).
Acas Code of Practices- Discipline and grievance:
The Acas code of practices is practical guidance that provides the organization with the tools
to manage the disciplines and grievances issues in an organization. The Acas provides
training on discipline and grievances to the delegates to provide them with the skills to
manage the discipline and grievances in the working environment of the organization.
Key codes to manage the Acas practices in HomeServe PLC:
 The employment tribunals are legally required to consider the Acas practices when
relevant cases arise in the workplace.
 It is very essential for the employer and the employee to resolve all the issues
related to the discipline and grievances in the workplace itself.
 The potential discipline and grievances can be resolved in the workplace
informally as the formal way can hamper the image of the firm most of the times.
 In case of failure of complying the provisions of the code, the tribunal has the
authority to adjust the rewards and the penalties.
These are the various organizational policies that HomeServe PLC apply on the discipline
and grievance and dealing with the underperformances in the organizational premises (Jundt,
et. al., 2015).
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1.2: Explain how to identify the causes of underperformance.
There are various causes which result in underperformance of the employees in the
organization and this affects the productivity of the firm and also damages the image of the
organization (Noe, et. al., 2017).
Underperformances:
The HomeServe PLC is an organization which provides services regarding home
emergencies and repairs where the major work is to repair the plumbing and damage services.
The employees in the organization are associated in two types of work one is the order
accepting where the employees accept the repairing order on call and the other one is the
plumbers who repair the appliances by reaching the places.
The reason behind underperformance:
 If the employees are not able to perform their duties efficiently it is
underperformance. The employees who are accepting the calls are not efficient to take
down the orders and the plumbers are not able to repair the issues accurately and the
customer is unsatisfied with the work than it will hamper the image of the firm in the
global market and thus the performance of the organization is affected. The skills of
the employees are the main reason behind the underperformance.
 If the employees of the organization aren’t able to match their work to the standards
of the organization it is also the main reason behind the underperformance of the
employees,
 If the employees are not that much productive for the organization and are not
performing up to the extent to which the firm requires it is underperformance.
 The employees are required to have positive attitude and behaviour towards their
work as well as their customers and if the employees are not showing good behaviour
than such issues could raise anger for the customers and this would hamper the image
and business of the organization (Saundry, et. al., 2015).
 The regularity and punctuality are one of the main reason behind the
underperformance of the employees and thus it is very essential for the employees to
maintain the regularity in the workplace for better working.
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Causes of Underperformance:
 The employees are needed to understand the working provisions of the firm and
nature of work very effectively and efficiently to produce profitable results and
outcomes and if they lack in doing so it is a cause of underperformance.
 The employees are needed to be skilful and should have proper knowledge of the
work to do the work efficiently and accurately. The training and development
programs are needed to be conducted and the employees are needed to attend the
programs with the attentive mind to perform well for the organization (Danku, et. al.,
2015).
 The employers are needed to influence and finely motivate their employees so that
they could yield better results for the organization.
 The employees are needed to make the goals of the organization and the personal
goals of the employees very clear so that the vision remains clear and the employees
could achieve the goals and objectives easily. Lack of clear understanding of the
goals is also a reason behind underperformance.
 The working environment of the organization is also a cause behind
underperformance as it is needed to be very healthy and friendly to make the
employees work efficiently (Mat and Barrett, 2015).
These are causes and their identification of the underperformance of the organization in their
working ventures.
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1.3: Explain the purpose of making individuals aware of their underperformance
clearly but sensitively.
It is very essential for the employers to make the individuals aware of their underperformance
as if it is not done than the employees won't be able to understand the faults they are having
in their work. It is also very essential for the employers to have good communication and
interpersonal skills while dealing with the underperformances as the messages could be
interpreted in a wrong way thus it is very essential for the employees to communicate in such
a way that the employees could understand where they are lacking and should also
communicate sensitively (Sparrow, et. al., 2015).
The managers in the HomeServe PLC are needed to highlight the points due to which the
employees are unable to work efficiently that may lack attention towards the work or lack of
punctuality. The employers are also needed to provide the employees with tips to enhance
their performance and also tell them what they need to do to increase their workability and
help the organization to achieve its objectives. The employers are also needed to provide the
employees with positive ways to improve their performance and workability. The employees
are needed to be more ethical towards their work to enhance their performance.
Sensitive handling of the underperformance:
The managers are needed to be clear on the performance standards that the organization
expect from the employees and but in a manner that could easily make the employees
understand the needs of the organization and also assist them to achieve the goals of the firm
effectively and make the most amount of profit.
The most essential role for a manager is to make the required changes when observed that the
employees are not able to perform up to the mark and the required outcome is not achieved
by the employees. It is also very essential for the manager to shift the jobs in such a way that
they could easily tell the employees that they are not efficiently working but on the other
hand also handle it in such a way that the employees get possessed towards working hard to
achieve the organizational goals for the organization (Van Berkel and Knies, 2016).
The most essential step that a manager or the organization could take in order to handle the
underperformance sensitively is to tell them and make them aware about their condition of
working but also help them in achieving that by providing them with the required training
and development programs so that they could easily get groomed and from then onwards
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could provide the organization with the required results and better achievements of the
targets on daily basis.
It is very essential for the organization to understand the needs of the employee and motivate
them in such a manner that they could work efficiently for the organization.
1.4 Explain how to address issues that hamper individuals’ performance.
There are various ways that an organization could use to address the issues that hamper the
performance of the individuals. In order to address them effectively the organization are
needed to analyze the working skills and the behaviour of the employee and if they found that
the employee behaviour is not up to the mark than they should ask the employee to change
their behaviour and approach towards the work for achieving better and profitable results for
the organization (Blackman, et. al., 2015).
The most essential part for the organization is to understand the nature of the problems that
are arising with the employees and the reason behind the problem is very essential to be
understood by the organization and if done so in a fine manner than the organization would
be able to rectify the issues and achieve better results in the organizational premises.
After the analysis of the problem, it is also very essential for the organization to provide the
employees with the respective type of the training and development programs so that they
could enhance their workability and improve the productivity for the organization and help
then organization to attain profitable results.
The attitude of the managers and the leaders towards the employees are also very essential as
it is very important for the employees to get proper directions to achieve the targets of the
firm. The managers and the leaders are needed to mentor the employees and support the
employees wherever they need to help them and the organization to achieve better results for
the firm.
It is very essential for the managers and the leaders of the organization to provide the
employees with the feedback so that they could analyze that where they are lacking and what
are the issues that they are facing in achieving the targets of the organization (Kahn and
Lemmon, 2016). There is also a requirement of the use of the disciplinary procedures if an
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employee is not doing the work as per the organization's requirements and hampers the image
of the firm.
1.5: Explain how to agree to a course of action to address underperformance.
Addressing the underperformances:
The organization and the employees are needed to enhance the workability to achieve better
and profitable results for the organization. There are 5 R's which assists the organization and
the employees to enhance their workability and performance to achieve better results for the
organization (Barry and Wilkinson, 2016).
Resupply: This is a very effective first step in addressing performance. It states the members
of the teams that the organization is interested in their ventures and the firm is needed to
achieve the targets of the organization with the facilities they have with them.
Retrain: It helps the employees to get trained and analyse their skills and also enhance
themselves as per the inclusion of the new technologies. It helps the employees to cure the
problems which arise in the working ventures.
Refit: When both the above measures are failed and the organization is in need to achieve the
targets urgently than the organization analyses the work and the ways to meet the needs of the
objectives and then assign the work to another person who can easily achieve the target for
the organization (Saundry, et. al., 2015).
Reassign: When revising or refitting the job doesn't turn the situation around, look at
reassigning the poor performer. Typical job reassignments may decrease the demands of the
role by reducing the need for the following:
 Responsibility.
 Technical knowledge.
 Interpersonal skills.
Release: The last step that the organization could take if the employee is not able to turn the
outcomes into profit than the organization opts the best way to terminate or release the
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employee and let them go so that the organization could hire someone new in the position of
that employee and achieve better results for the organization (Van Berkel and Knies, 2016).
Improve motivation:
Most of the times poor performances is because of the poor motivation in the workplace.
Sometimes it becomes very essential for the organization to motivate the employees more
finely. Three key interventions may improve people's motivation:
1. The setting of performance goals.
2. Provision of performance assistance.
3. Provision of performance feedback.
1. Performance Goals:
The setting of goals is a very essential part for the employees as they are needed to
understand what the organization needs from them and work following that.
2. Performance Assistance:
Once you've set appropriate goals, help your team member succeed by doing the following:
 Regularly assessing the employee's ability and take action if it's deficient.
 Providing the necessary training.
 Securing the resources needed.
 Encouraging cooperation and assistance from co-workers.
3. Performance Feedback:
People need feedback on their efforts. They have to know where they stand in terms of
current performance and long-term expectations. When providing feedback, keep in mind the
importance of the following:
 Timeliness – Provide feedback as soon as possible. This links the behaviour with the
evaluation (Sparrow, et. al., 2015).
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 Openness and Honesty – Make sure that the feedback is accurate. Avoid mixed
messages or talking about the person rather than the performance. That said, provide both
positive and negative feedback so that employees can begin to truly understand their
strengths and weaknesses (Mat and Barrett, 2015).
 Personalized Rewards – A large part of feedback involves rewards and recognition.
Make sure that your company has a system that acknowledges the successes of
employees.
Supporting this, ensure that you meet regularly with the employee, so that you can review
progress and provide regular feedback.
Agreeing courses of the plan:
 The managers and the leaders are needed to have meetings with their employees or
their union leaders and explain them about the needs and requirements of the
organization in a manner and make them work hard to achieve the organizational
objectives.
 The managers and the leaders are needed to go on open meetings and discussions with
the employees and make them understand the working ventures of the firm and what
they need to do to improve their workability.
 The organization is needed to develop SMART objectives to achieve the targets of the
firm in a finer manner.
 The employees and the management of the organization are needed to view the
reports of their progress and their work so that they could understand what are the
aspects they have covered and what more are needed to be done to achieve better
organizational outputs (Saundry, et. al., 2015).
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