Performance Management and Reward System at White Knight

This report analyzes the performance management and reward systems of White Knight, a mail-order catalogue company. The analysis identifies problems within the call center, including unmet performance targets, declining customer satisfaction, and employee stress. The report diagnoses these issues and outlines the processes and procedures a performance business advisor might recommend, such as improving leadership, providing better training, and motivating team members. It also justifies the recommendations with a business case, suggesting strategies like developing personal leadership styles, learning from experience, and keeping employees informed. The report concludes by emphasizing the importance of effective performance management and reward systems for improving business outcomes and empowering employees. The report provides a detailed examination of the company's challenges and offers actionable solutions to enhance its operational efficiency and employee satisfaction.

PERFORMANCE
MANAGEMENT AND
REWARD

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Diagnosis of the problem faced by White Knight..................................................................1
Outlining the process and procedures that performance business advisor might recommend2
The way recommendations could be justified in a form of business case..............................3
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................6

INTRODUCTION
With the help of efficient management of reward system, there are several benefits to
develop positive performance in different ways. It also facilitates for long term success and
continuous improvement (Hearn, 2018). Present study is based on the case study of White
Knight which is a well-established mail order catalogue company with having its headquartering
and main distribution centre in Crawley. In this, study covers problems faced by the business and
diagnosis of issues with outlining process and procedure that is taken as a performance business
advisor.
MAIN BODY
Diagnosis of the problem faced by White Knight
In White Knight, there are several problems that occur such as call office performance is
measured with a range of metrics at different level that can be identify in term of time. Duration
of calls and its proportion has been monitored by quality assurance and interactive voice
response from different customers (Shields, Brown and Plimmer, 2015). Standard has been set
for mainly three metrics such as 80% of such calls that are being answered in every 20 seconds,
average talk no considered in more than 2 minutes and no more than 3% of customers hanging
up in it. However, call centres were not meeting these targets. Customer satisfaction level is also
declined and so, it is essential that something is to be done in an effective manner. In addition to
this, customers also feel tired and waiting for responses of other people (Mone and London,
2018). As a result, it creates major impact on the results and obtaining appropriate information as
well. Software was also used to obtain customer feedback which helps to find major issues and
problems. As a result, solution can also make in appropriate manner easily.
Along with this, there is another problem that occur in the business such as standards are
not easily set in proper manner so that it is also essential to focus and make appropriate
procedure that must be set into look on the problem and suggest solution as well. To meet the set
targets, there is one more issue occur that is absenteeism. In White Knight interviews are also
conducted with HR business partners to identify stress and tiredness that also increases with
major contributory factors (Armstrong and Taylor, 2014). Hence, it can be stated that managers,
team leaders and employee engagement survey must be taken to maintain appropriate quality of
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leadership. Due to not meeting of targets, it can be stated that White Knight faces problem.
Consequently, it creates impact on the results and outcomes of call centre and distribution.
Without specific HR support, solution cannot be suggested in an appropriate manner. As
a result, it can be stated that evident from conversations with managers and team leaders as well
as employee engagement will be included so that quality of leadership will be successfully
developed at workplace (Zheng, Hung and Xu, 2016). Call office performance is measured with
range of metrics that assists to communicate proportion of customers in an appropriate manner.
Obtaining customer feedback is also an important element that helps to attain targets and goals
easily. Organisation also develops their functioning with appropriate distribution to look into the
problem and make suggested solution to attain appropriate results.
Outlining the process and procedures that performance business advisor might recommend
In order to consider process and procedures, it can be stated that performance business
advisor includes following steps:
 Call centre is employed in 250 permanent full-time agents and 60 permanent part-time
agents. In engaged schedule of pre-Christmas, they appointed 200 temporary agents.
 Centre also relied on permanent staff to maintain the standards in an informal and largely
unstructured way to mentor temporary staff (Buckingham and Goodall, 2015).
 Rates of pay on average basis are also compared in similar jobs.
 All staff members are recruited on flat rate so that there will be no provision for relating
pay services.
 Appropriate outline for job description for agents is made to produce specification of
competencies and personal characteristics that are suitable for work.
 Interviewing process has been taken to identify issue and advice with appropriate
outcomes (Cappelli and Tavis, 2016).
 New agents have also given half day training by a team leader to that experienced agent
can easily perform for two days before starting the job.
 Attempts are also made to encourage temporary agents to get proper return
 Permanent agents are recruited on the basis of three years’ experience or temporary
agents who are returned with three consecutive years that affect the significant
performance with higher level of results.
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 Labour turnover ratio for permanent staff reduced in first year by 40%, 25% for second
year and 15% for third year.
 Agents were employed on same job or work without any job rotation (Rees and Smith,
2017).
 Agents are also able to conduct interviews by HR business partner which indicates that
stress and tiredness will probably be the major contributors.
 Due to poor and inadequate leadership, it can be stated that managers need to focus on
leader’s quality to perform significant advantages at workplace. As a result, it shows
probably the major contributory factors (Antoni, Baeten and Vartiainen, 2015).
 Partners from conversations also assist to maintain the quality of leadership that was
inadequate that helps to make adequate deal with leadership contracts in appropriate
manner. All performance management goals can be successfully developed to focus on
labour turnover in White Knight. Recruiting and training costs will be measured to focus
on appropriate functions.
 Adequate quality of leadership also assists to focus on team leaders that helps to improve
effectiveness for performing several effective functions. It shows managers and team
leader’s goals to develop creativity (Arulrajah, Opatha and Nawaratne, 2015).
The way recommendations could be justified in a form of business case
To recommend appropriate solution for poor leadership, it can be stated that following
practical and effective strategies work for overcoming challenges faced by White Knight: Developing personal leadership style: In order to develop significant advantages, it can
be stated that poor leadership creates a negative impact on results and outcomes of White
Knight. In this regard, it can be stated that leaders are required to personally develop their
style that assists to know the way to be an effective leader. Spend learning time also helps
to implement appropriate findings with good leadership program at workplace (Liang and
Langbein, 2015). Learning from experience: Furthermore, in White Knight, poor customer satisfaction
problem is also solved strategical work that assists to concentrate on goals and objectives.
Therefore, they are able to gain experience as per the need. Lead with challenging
projects can also give solution for unusual issues and problems. Furthermore, practices
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are considered with observing particular situations from different prospectives to learn
everything (Zheng, Hung and Xu, 2016). Compelling vision: Leaders also need to focus on compelling vision with having vision
and knowing people that are aligned to check and keep things in an appropriate manner.
If particular group is perceived to bring people with keeping appropriate things, they can
easily accomplish the desired results (Shields, Brown and Plimmer, 2015). Polishing people skills: Great leaders also perceive great personal skills so that they are
working with more care for several people easily. As a leader, they need to look upon
listen quietly and hear people what they really want to say. With asking several questions,
they can easily being open to truth (Zheng, Hung and Xu, 2016). When challenges occur,
it is essential to look upon and show care. Motivating each member in a team: Leaders are also required to focus on motivating
their team members so that it assist to focus on effective results and outcomes. In this
consideration, it can be stated that if people want to working for attain goals, they need to
learn from motivation which gives energy and passion. As a result, it helps to inspire in
difficult times easily (Buckingham and Goodall, 2015). Keeping people informed: When time gets tough, it is important to always essential to
work work with informed all members in a team. Stay visible and people informed must
show appropriate functioning so that people would never feel excluded from progress or
from other issues (Shields, Brown and Plimmer, 2015). Moreover, it can be stated that
appropriate functioning can be successfully developed to prepare them to help others.
 Inspiring others: Inspiration is empowering so that when people inspire with sense of
purpose it can be accomplish easily (Zheng, Hung and Xu, 2016). In White Knight, staff
members are easily empowered for the organisation. Therefore, it is more effective and
productive. With respect to inspire others, leaders are able to communicate effective
performance management with reward system. It will easily help to increase significant
advantages at workplace.
CONCLUSION
From the present study, it can be stated that performance management and reward assist
to focus on appropriate working in a particular business. In this regard, present study considers
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discussion on problems and issues faced by White Knight and appropriate solution to overcome
the problem effectively. Provide ongoing training to staff members needs to be considered in so
that it will be successfully develop at workplace. Furthermore, process and procedure that is
undertaken and assists to develop performance in the business for advisor which recommend for
communicating effective functioning has been examined in this report. At last, recommendations
are given that assist to focus on empowering people with effective communication tool.
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REFERENCES
Books and Journals
Shields, J., Brown, M. and Plimmer, G., 2015. Managing employee performance & reward:
Concepts, practices, strategies. Cambridge University Press.
Mone, E. M. and London, M., 2018. Employee engagement through effective performance
management: A practical guide for managers. Routledge.
Armstrong, M. and Taylor, S., 2014. Armstrong's handbook of human resource management
practice. Kogan Page Publishers.
Zheng, H., Hung, J. L. and Xu, B., 2016. The role of trust management in reward-based
crowdfunding. Online Information Review. 40(1). pp.97-118.
Buckingham, M. and Goodall, A., 2015. Reinventing performance management. Harvard
Business Review. 93(4). pp.40-50.
Cappelli, P. and Tavis, A., 2016. The performance management revolution. Harvard Business
Review. 94(10). pp.58-67.
Rees, G. and Smith, P. eds., 2017. Strategic human resource management: An international
perspective. Sage.
Antoni, C. H., Baeten, X. and Vartiainen, M., 2015. Reward management-linking employee
motivation and organizational performance: a special issue of the Journal of personnel
psychology. Journal of personnel psychology.
Arulrajah, A. A., Opatha, H. H. D. N. P. and Nawaratne, N. N. J., 2015. Green human resource
management practices: A review. Sri Lankan Journal of Human Resource Management.
5(1).
Liang, J. and Langbein, L., 2015. Performance management, high-powered incentives, and
environmental policies in China. International Public Management Journal. 18(3).
pp.346-385.
Online
Hearn, S., 2018. Why is Performance Management Important?. [Online] Available through:
<https://www.clearreview.com/why-performance-management-important/>.
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