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Performance Monitoring Plan
The performance-monitoring plan helps in the identification of the performance data and highlights the gaps between desired and actual performance (K4health.org, 2019).
Areas to be Monitored Person responsibleIs the company on the track of budget formed for each activity Finance Manager Companys Profitability, increased or stagnant Finance ManagerHas the company reaches its approximate profits Finance ManagerEvaluation of KPIs and milestones set in Action Plan Operational Manager Do the physical resources fulfill the needs of the business as a result of e-commerce strategy Operational ManagerDo the new human resources fulfill the needs of expanded business HR Has the training of existing employees made them suitable to perform a new job effectively HRWhat is the status of performance of online employees HR
The performance in all these areas must be evaluated throughout the year. If there is any gap between the desired and actual performance, then the gap must be removed by taking the corrective action. This plan will help the concerned persons to evaluate the companys performance in a certain area. The gaps must be documented at each stage.
Areas of Employee underperformance
Staff is not familiar with the products and services
Staff is not familiar with the Product line of the company
Staff is unfamiliar with the Customer Relationship Management system
Staff morale is low they feel sick and distracted
Lack of aid from higher management
Poor communication lines
Possible Remedial Actions
To increase morale the support from higher management is important because low morale impacts customer satisfaction (Abbott, 2003). Employees may be in need of some recreation activity to refresh themselves. In addition, short training and educational sessions can be conducted in order to make employees familiar with the companys product line and the systems that the company uses to enhance customer satisfaction such as the CRM system. Employee understanding and awareness are important for customer satisfaction.
Performance Management and Coaching Plan
Performance management is essential to evaluate and manage employee performance (Noe, 2006). Coaching plan helps both the employee and employer (Uc.edu, 2019).
Name/position xyz ManagerReview period 3 months Reference from the operational planKey result areaAn indicator of success/
performance
By whenStatus reportNumber of absentees Fewer absentees and more participation in the work and team activities Target 3 of total hours3 months Use of CRM systems to achieves achieve customer satisfaction Efficient use of the CRM system to retain existing customers and acquire new customers Use of CRM in all the activities
3 months Achieving Sales Targets Takes the pressure and handles the targets effectively Number of Leads Converted 3 months Managers comments
Signature
DateStaff members comments
Signature
Date
Employee xyz Coach/Manager Human Resource Date of sessionThe gap between the Desired and Actual Performance Ask the employee about the difference if he observes in the desired and actual performance.
Inform the employee about the desired standard of performance.
Ask the employees about what should be done to increase performance The course of Action to achieve desired performance Training and Education
Increase employee knowledge and familiarity
set performance-based Bonuses and Perks
Setting SMART goals and targets for underperforming employees Continuous Feedback and Remarks Providing continuous feedback and support to employee
Ensure support from higher management
Operational plan status report
BBQfun operation plan status reportDatePlan goalImplement e-commerce strategyDepartmentOperationsPlan objective/sredevelop website and acquire physical resources
recruit and train staff
achieve profit targets
adhere to budget
adhere to timelines.
Person responsibleProject OfficerKey performance indicatorsCurrent status (Red, Green, Amber)CommentsQuality of Sales and Service 10 mistakes Green Mistakes need to be rectified Average time to solve query is 20 minutes Green It must be reduced to less than 10 Average Speed is three days Amber The speed meets the target of three days Revenues have been increased and profits for one quarter is 40000Amber The revenues have started to grow and in the direction to hit the target Budget Overrun due to wastage of material and longer customer interactions redIssues of order mistakes that cause wastage must be resolved. Sales staff training must assure customer interaction time is reduced.
Actions to be done to increase operational performance
To increase the operational performance, the underperforming employees must be trained and educated. The few sales and service employees lack the required standard of performance which is due to the inadequate training program. Sales targets are under the required level, and employees lack support from higher management. These risks must be tackled by updating the training and education plan of employees and assuring that they get enough support from the higher management. Top management must be involved in the training programs. The new training program must focus on the costs incurring due to the wastage of material and overtime due to long interactions with the customer.
Bibliography
Abbott, J., 2003. Does employee satisfaction matter A study to determine whether low employee morale affects customer satisfaction and profits in the business-to-business sector. Journal of Communication Management, 7(4), pp. 333-339.
Noe, R. H. J. G. B. a. W. P., 2006. Human Resources Management Gaining a Competitive Advantage, Tenth Global Edition.. 10 ed. s.l.McGraw-Hill Education.
K4health.org. (2019).Preparing a Performance Monitoring Plan K4Health. online
Available at https//www.k4health.org/toolkits/measuring-success/preparing-performance-monitoring-plan Accessed 17 Jan. 2019.
Uc.edu. (2019). online Available at https//www.uc.edu/content/dam/uc/hr/toolkits/managers/perf-mgt/coaching/Creating-a-Coaching-Plan-Manager-GuideUC.pdf Accessed 17 Jan. 2019.
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