Project Management Case Study: Employee Performance Evaluation Case Solution
Description/ Background of Project
Evidently, ABC Company is one of the most reputable and recognized coffee house chain which originated its business operations in 1981. The company has been recognized as the premier purveyor of the high quality and finest coffee all around the globe. The company has successfully applied the highest standard of excellence at the roasting, purchasing and delivery of the coffee and beverage items. Not only this, the company has been developing enthusiastically satisfied customer base over the period of time and contributes positively to the environment and communities. ABC Company has recognized profitability essential for the future success of the business.
As such, the CEO of company i.e. Jack Twain had a meeting with the board of directors to analyze the steady sales of the company for the last two quarters, they have contemplated to evaluate the reasons of reducing the sales in order to make strategies and plans in order to take decisiveactions to remain the market leader. In the meantime, the company has started facing serval challenges. In particular, the questions of achieving the future growth in both domestic and international market arena and to maintain the core competencies, the company must respond to the research that has indicated that the company has not met the customer expectation in terms of service. For increasing the customer satisfaction and sales of the company, the company is debating a plan that would analyze the causes of reduced sales.
Over the years, ABC Company has been performing well with growing revenues by improving customer satisfaction. Although, in the last two quarters the company has witnessed a change in the companyâ€™s bottom line as its profits have declined down since two consecutive periods. It was told that this was due to the stagnant sales growth providing evidence that there was something wrong with the companyâ€™s productsâ€™ demand. Jack Twain, companyâ€™s CEO discussed the issues and employed the sales manager, Aleson John to dig out the reason for the declining sales.Mr. John was also concerned about the problem and to reach out to the bottom of the problem he had to find out what customers were thinking about their products. Therefore, he took the feed backs from their incoming customers as well as from the people on their Facebook page.
As such, the idea proved to be fruitful as most of the customers informed that ABC Company had lost its taste with the declining quality of service. To be precise, many of them complained that late delivery or the long delays in the delivery was causing them to opt for another brand. Moreover, most of dine in customers had to wait longer just for a single cup of coffee. Also, it was observed that their Facebook likes had gone down with new negative feed backs from the customers. This clearly showed that customers had problems with the services and quality of the products offered by the company. Hence, the combination of different factors was becoming the cause of customer dissatisfaction. Since as, Mr. John had a clear picture of the root cause of declining sales, he wanted assistance from the manager of operations department, Alex Johns.
In the next meeting that was held by the CEO, Mr. John clearly mentioned the reasons which were held accountable for the drop of sales and which caused customers to switch to their rivals. Jack twain along with other members could easily identify that lack of quality and bad service that indicated that there were some problems with the operations department. Either the raw material that was being delivered was not up to the mark causing the quality to nosedive or their employees were not working well.
The operations department had over three hundred employees who worked for eight hours divided into two shifts. The operations manager had to observe each employeeâ€™s performance and guided them whenever their motivation level went down. This time the manager was confused about the lack of productivity from the workers and had to come up with a plan on how to evaluate the employeesâ€™ performance. For that, conducting employee performance appraisal was the best procedure through which he could evaluate employeesâ€™ misfortunes.
After closely looking at the problem the Manager witnessed that previously, the food was made and served within 5 to 8 minutes with the traditional taste but now the serving time advanced to 10-13 minutes which clearly wasnâ€™t liked by the customers. Moreover, there were late deliveries as well, as previously, the delivery took 30 minutes but now that also exceeded to 50 minutes. In addition to this, the manager noticed that the taste wasnâ€™t up to the mark and lacked precision which developed customersâ€™ satisfaction.
Human Resource Practice in Employee Engagement
Foremost, it is significant for the HR to evaluate and assess the performance and engagement of the employees and their dedication and motivation towards work. For this, the HR should speak with the disengaged members of the team and let them know that HR values their feedback on what aspects they think the company is having flaws. One of the necessary element is communication. HR should take out brief time to candidly and sincerely interact one-on-one with the employees, it would show employees that the company cares about them. HR should make them realize that their contribution to the success of the company matters a lot. Also, employees should be encouraged and motivated on regular basis in order to increase the overall productivity. The company should offer compelling reasons to workforce for leveraging the profitability of company. The ways through which the HR could engage the employees with work including:
Mental and physical wellness program which includes sit fitness classes,healthy eating options, generous healthcare benefits, and workshops on stress management and mindfulness.
HR department should organize recognition and awards program in place. Employee should be valued and appreciated. Awarding the employees for the exclusive performance would be the brilliant and exceptional way for letting them know that their efforts are being appreciated and recognized within the organization. The company should also invest in one of the best payroll software.By doing so, the company would be able to singling out the individual that has been performing exceptionally over the period of time and award them accordingly.
In addition to this, the HR is entitled to articulate and specify the responsibilities and roles in the precise manner, this in turn would improve or boost the employeesâ€™ performance to a greater extent.
Also, HR should spot those employees who have been making tremendous success within the organization. HR could refer them to be the â€œpower employeesâ€. They are the workers who are making huge difference in the business.
HR can boost the positivity within the internal environment of the company by providing affirmation and recognition as well. HR should develop the habit of affirming and serving people they lead. This can be done by looking for task strength and character.
HR should provide premium perks to the employees, the perks might consist of paid sick leave, wellness programs, flexible working hours, increased vacation days, professional development opportunities, employee discount and telecommuting.
Additionally, in order to boost the engagement of the employees, HR should integrate to the goal setting, for instance; HR can plan for meetings to be held on the regular basis to assist the employees in identifying the problems and obstacles which hinders the employees from performing well for the future growth of the company.
Since, the real assets of the company are its employees, the HR should take advantage of the employeesâ€™ experiences and diverse background by initiating brainstorming sessions. The encouraging input would most likely result in out-of-box and creative solutions, thus assisting employees would feel like they contribute to the success of company which they truly would be.
Key Performance Indicators
The performance of ABC Company can be measured by key performance indicators and the company can evaluate its success in the particular operations. Below are few key performance indicators: (kpidash boards , n.d.)
Every company strives harder to develop higher satisfaction level of their customers. A loyal and satisfied customer means higher demands and higher sales for the company. But whenever, the customer satisfaction level goes south it can be a problem for the company.
Food, dessert, and beverage sales per head
The restaurant management team keeps a journal or an online sales journal with the entrees of the number of beverages or food items sold per customer. The increasing number of sales gives a green signal regarding the success of the company and the increase in forecasted sales as well. It also keeps all the employees motivated and therefore, they look forward to maintain the same quality of work. But when the sales starts to decline, the management team has to develop ways to improve its declining performance……..
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