CARTER CLEANING COMPANY THE PERFORMANCE APPRAISAL

Powered by :Terence Rihaj Salim Manishka

Case Details Problem? No formal evaluation of employees performance for all these years Reasons? Jack has many other priorities (boosting sales, lowering cost etc.) Staff turnover (employees not staying long enough to be appraisable)

Solution? Use more formal appraisal approach What should be included? Manual Workers Include criteria such as Quality Quantity Attendance Punctuality Managers Include a list of quality standards for matters such as Store cleanliness Efficiency Safety Adherence to budget

Question 1 Is Jennifer right about the need to evaluate the workers formally? The managers? Why or why not?

Yes Jennifer is right, there is a need to evaluate the employees and the
managers formally

Why? Through formal performance appraisal, manager and workers will know Scope of appraisal

Translate the employers goals into specific employees goals (Manager and workers goals aligned with Carter cleaning companys goal)

Guidelines of appraisal Standards of performance

Managers
Include a list of quality standards for matters such as Store cleanliness Efficiency Safety Adherence to budget Manual Workers Include criteria such as Quality Quantity Attendance Punctuality

Action to be taken related to appraisal result.

Manager and workers will have an appointment for developing a plan for correcting any deficiencies. To reinforce the things that managers or workers do correctly. Action to be taken to appraisal result :Positive Feedback promotion or increase in salary.

Negative Feedback Need training and counseling.

Question 2 Develop a performance appraisal method for the workers and store managers in each store Performance appraisal method for the workers For an effective appraisal method We need to

Measure the work output Base our appraisal on actual job duties
Appraiser Store manager

Feedback Given by the store manager

Graphical Scales Provides the appraiser with easily interpretable data The preferred traits are listed with a range of performance. In this example, what are the preferred traits?

Quality Quantity Attendance punctuality

Graphical Scales - Example

Excellent
the Worker performs with highest motivation and dedication

Very Good
Very Good performance, but no extra

Satisfying the Worker

performs his work, but not at his best

Bad The worker fails to

perform well, intentionally or unintentionally

Very bad
The worker performs intentionally bad, and decreases quality

Quality in terms of quality, is his work output satisfying customers? Quantity in terms of quantity, does he work efficiently, or just wastes time wandering around Attendance in terms of attendance, is the worker always attending work? Punctuality in terms of punctuality, is the worker on time?

Performance appraisal method for the store managers For an effective appraisal method? We need to Measure the objective achievements Base our appraisal on actual job duties Appraiser Jennifer or other directors Feedback Given by Jennifer or other directors

Management by Objectives (MBO) Provides the appraiser with deeper goal setting of the organization Organizational-wide goals are better measurable using MBO, especially for shop managers. In this example Carter Cleaning Company branch-wide goals:

Quality Quality Quality Quality

in in in in

terms terms terms terms

of of of of

cleanliness work safety work efficiency financial management

As there is no departments, the goals are discussed within the framework of branches. All branches have the same structure, hence the expected results would be the same for the job description of the store managers.

Management by Objectives (MBO) Example

Graphical Scales with lower consideration In this example, quality standards are Efficiency Cleanliness Safety Adherence to budget
Progress
Objective 1: Safety: In Terms of Safety, how has the manager performed in applying TQM in terms of Safety in the work area? Objective 2: Cleanliness: In terms of 5 s of operation in the shop, how has the manager performed to maintain neat and clean work area? Objective 3: Efficiency: In Terms of Efficiency , how has the manager performed to reduce unnecessary costs? Objective 4: Adherence to budget: In Terms of Budgeting, how has the manager performed to maintain financial balancing fit?

Rating of success and effectiveness

Outstanding Dissatisfying