Continuing the performance management process

 

Critical Thinking 

5 pages 

 

Case Study (105 Points)

Review Chapter 2 and then read the scenario below.

Scenario

Suzan has worked for Organization ABC for one year. During her  30-day review, Suzan received amazing scores from her supervisor. During  her 60-day review, Suzan’s performance was deemed as acceptable, but  her ability to communicate with her colleagues was lacking. During  Suzan’s 90-day review, Suzan’s supervisor, at the time, expressed that  her performance needed serious improvements. Unfortunately, Suzan’s  supervisor noted the following:

  1. Suzan did not provide her colleagues with messages from customers and vendors.
  2. Suzan’s phone skills were ineffective, especially when interacting with customers.
  3. Suzan’s temper was a concern and she often raised her voice when she became frustrated.

You have been hired to replace Suzan’s previous supervisor. Between  Suzan’s 90-day review and presently (her annual review), you have  noticed that Suzan’s performance still is a problem. Before her  departure from the organization, Suzan’s past supervisor stated, “Suzan  is nice; however, she is a horrible communicator. I cannot work with  her, as she is such a challenge to deal with… Good luck, as Suzan is one  of the worst employees of Organization ABC.”

During your first week in your new role as supervisor, you met with  Suzan to understand more about her performance. She stated, “I am a hard  worker; however, I only was told what I was doing wrong. I am willing  to learn. Can you help me become the best employee for Organization ABC?  I want to succeed in this role.”

As a supervisor, you know that you have various responsibilities.  One of your responsibilities is to address performance deficiencies.  Although Suzan was provided with a job description, which included  detailed information about the critical nature of communication in her  role, she needs additional support.

Examine pages 79 and 80 in your textbook. Then, create a plan,  specific to Suzan’s needs, detailing how you will utilize the following  to ensure improved performance:

  1. Observation and documentation
  2. Updates
  3. Feedback
  4. Resources
  5. Reinforcement

For example, when thinking about observation and documentation, what  might you do to keep track of Suzan’s performance? Why? When thinking  about updates, how will you keep Suzan updated? Explain and justify your  rationale for each of the five components and why you made the  recommendations that you provided.

Your well-written paper should meet the following requirements:

  • Be 4-6 pages in length, which does not include the title and  reference pages, which are never a part of the content minimum  requirements.
  • Use APA style guidelines.
  • Support your submission with course material concepts, principles  and theories from the textbook and at least two scholarly, peer-reviewed  journal articles. 
  • Review the grading rubric to see how you will be graded for this assignment.

 

Required

Review Chapter 2 in Performance Management

Mohammad, A., ∓ Sushil. (2018). Strategic performance management system in uncertain business environment. Business Process Management Journal, 24(4), 923-942.

Laitinen, E. K., ∓ Kadak, T. (2019). Explaining success of performance management systems. International Journal of Productivity and Performance Management, 69(2), 362-388.      

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