Performance Management

2. 1. 1. Literature survey and details on Performance management The central part of Performance management is rating employee’s performance as synergy. Performance management is the process through which managers ensure that employee’s activities and outputs contribute to the organization’s goals [1]. The main requirements of the process are to know what activities and output is desired, to observe whether they occur, and to provide feedback to help employees meet expectations. While taking feedback from different sources, managers and employees identify performance problems and try to resolve those problems. It provides an opportunity for the employee and performance manager to develop goals and jointly create a plan for achieving those goals. Development plans contributes to organizational goals and the professional growth of the employee. Performance Management being the most critical area of human resource management, the department relies on evaluation results in determining the soundness of much developmental decision, which have direct impact on the business surplus. The Process of Performance Management Figure 2. 1 Process of Performance Management [2] Purpose of Performance Management [2] 1. Strategic purposes – To achieve the business objective of an organization, effective performance management plays a vital role. Performance management does this help by linking employee’s behaviour with the organizational goals. It starts defining what the organization expects from each employee and at the same time it measures the performance of each employee’s to identify either the expectations are met or not. Depending upon performance measurement, the organization can take corrective action such as training, incentives or discipline. Performance management can achieve strategic purposes on the following condition. * When performance measurements are truly linked with the organizational goals. * When the goals and feedback about performance are communicated to the employees. 2. Administrative purpose – It is the way where organization uses the system to provide information for day to day decisions about salary, benefits and recognition programs. Decision making related to employee retention, termination for poor behaviour, hiring and layoffs are supported by erformance management. As the administrative decisions are supported by performance management, the information in performance appraisal can have a great impact on the future of individual employees. 3. Development purpose – It serves as basis for developing the employee’s knowledge and skills. When the employee’s met expectations they become more valuable. Employees get aware of their strength, weakness and areas of improvement by feedback of effective performance management. Tools of performance management [3] . Performance and development reviews 2. Learning and development 3. Coaching. 4. Objectives and Performance Standards 5. Competency and competencies 6. Measurement Pay 7. Team based work 8. 360 degree appraisal 9. Performance problem solving Criteria for effective performance management [1] Figure 2. 2 criteria for effective performance management [1] The aim of the performance management should be achieving employee behaviour and attitude which supports the organization goals, strategy, and culture. If the organization strategy changes the human resource personnel should help the managers assess how the performance management system should change to serve the new strategies. Example: – If a company emphasizes customer service, then its performance management system should define the kinds of behaviour that contribute to good customer service. Focus of Performance management [2] 1. Performance improvement 2. Employee development 3. Satisfying the needs and expectations of stakeholders 4. Communication and involvement Conclusion In today's management scenario Performance appraisals have become a tool of much importance. With the help of objective and fair HR practices, Performance management can prove to be the best. The outputs of which could be used for Organization development rather than for mere employee efficiency improvement. If challenged casual and subjective appraisals will not be able to stand the test of fairness and legality. Firms are thus being forced to emphasize a participative but joint management by objectives followed by a participative, joint-periodic appraisal, to bring more clarity into the system. Performance Management 2. 1. 1. Literature survey and details on Performance management The central part of Performance management is rating employee’s performance as synergy. Performance management is the process through which managers ensure that employee’s activities and outputs contribute to the organization’s goals [1]. The main requirements of the process are to know what activities and output is desired, to observe whether they occur, and to provide feedback to help employees meet expectations. While taking feedback from different sources, managers and employees identify performance problems and try to resolve those problems. It provides an opportunity for the employee and performance manager to develop goals and jointly create a plan for achieving those goals. Development plans contributes to organizational goals and the professional growth of the employee. Performance Management being the most critical area of human resource management, the department relies on evaluation results in determining the soundness of much developmental decision, which have direct impact on the business surplus. The Process of Performance Management Figure 2. 1 Process of Performance Management [2] Purpose of Performance Management [2] 1. Strategic purposes – To achieve the business objective of an organization, effective performance management plays a vital role. Performance management does this help by linking employee’s behaviour with the organizational goals. It starts defining what the organization expects from each employee and at the same time it measures the performance of each employee’s to identify either the expectations are met or not. Depending upon performance measurement, the organization can take corrective action such as training, incentives or discipline. Performance management can achieve strategic purposes on the following condition. * When performance measurements are truly linked with the organizational goals. * When the goals and feedback about performance are communicated to the employees. 2. Administrative purpose – It is the way where organization uses the system to provide information for day to day decisions about salary, benefits and recognition programs. Decision making related to employee retention, termination for poor behaviour, hiring and layoffs are supported by erformance management. As the administrative decisions are supported by performance management, the information in performance appraisal can have a great impact on the future of individual employees. 3. Development purpose – It serves as basis for developing the employee’s knowledge and skills. When the employee’s met expectations they become more valuable. Employees get aware of their strength, weakness and areas of improvement by feedback of effective performance management. Tools of performance management [3] . Performance and development reviews 2. Learning and development 3. Coaching. 4. Objectives and Performance Standards 5. Competency and competencies 6. Measurement Pay 7. Team based work 8. 360 degree appraisal 9. Performance problem solving Criteria for effective performance management [1] Figure 2. 2 criteria for effective performance management [1] The aim of the performance management should be achieving employee behaviour and attitude which supports the organization goals, strategy, and culture. If the organization strategy changes the human resource personnel should help the managers assess how the performance management system should change to serve the new strategies. Example: – If a company emphasizes customer service, then its performance management system should define the kinds of behaviour that contribute to good customer service. Focus of Performance management [2] 1. Performance improvement 2. Employee development 3. Satisfying the needs and expectations of stakeholders 4. Communication and involvement Conclusion In today's management scenario Performance appraisals have become a tool of much importance. With the help of objective and fair HR practices, Performance management can prove to be the best. The outputs of which could be used for Organization development rather than for mere employee efficiency improvement. If challenged casual and subjective appraisals will not be able to stand the test of fairness and legality. Firms are thus being forced to emphasize a participative but joint management by objectives followed by a participative, joint-periodic appraisal, to bring more clarity into the system. Performance Management Every organisation aspiring to achieve success by extending its wings from the mother country to a host country has to put into consideration certain pertinent issues that govern assimilation of the organizational culture into the existing political and socio-economic structures of the host country. The fundamental is an organisation aspiring to put up a new site in a foreign country, that is, China. Based on the survey and group discussion findings, the Managing Director seems to make assumptions that can dearly cost the organisation its success. For instance based on issues to do with the organizational background, the Managing Director has to put into keen consideration issues like the differences between China and the UK in terms of political structures, socio-cultural and economic issues, geographical advantage among others. For example every country has a political structure that differs from others in a way though by some aspects there could be some similarities. Another issue is the socio-economic structures which work together with the political system of a country. A country with capitalistic principles is totally different from a country whose system embraces communism. An organisation from a capitalistic country (with a capitalistic orientation) will find problems operation in a host country that embraces communism. This is because it has to source for manpower from the country and the success of an organisation is majorly determined by the dedication of the personnel or manpower. Therefore the Managing Director is expected to put into consideration these factors. Maybe to ensure progression of the organisation culture and way of operation, certain key positions have to be occupied by experts from the mother organisations to aid steer the branch into prosperity. The geographical location of an organisation is crucial in determining its success. This will be taken to refer to advantage or benefits it reaps by being close to other powerful economies or near an extensive market which would ensure obvious success. This might not be a serious issues since fundamental in UK wound reap similar benefits as fundamental China because both offers good market. However, issues to do with purchasing power, tastes and preferences and also cultural issues that determine whether the immediate population will accept the products offered or not should be considered. Other issues have to do with the quality of manpower in China compared to UK since it would be cheaper to work with local manpower than imported expertise. This is due to effects cost of production which might affect the profitability of the organizational operations. About the survey carried out and the group discussions held I would say that this was a smart move to seek to understand crucial issues concerning activities in the organisation, attitudes and perceptions of the personnel. Picking on the findings I would say that the parameters used were the most appropriate. They touched most of the crucial issues concerning the relationship between the management and the employees. Thorough, investigation would be required to ascertain the claims posed by the employees. On technology the managements should ensure utilization of modern technology to better productivity rather than surveillance and monitoring and manipulation of employee activities in the firm to the advantage of the management and at the expense of employee convenience and satisfaction. This would boost trust and help cultivate a culture of hard work, efficiency and effectiveness at work. On health, any screening or medical tests should be designed in a way to erase the already conceived idea of discrimination. It should be done in a way that will convince the employees that it is for further privileges in health care facilities offered by the organisation. If no health care service or privileges are offered the organisation will lack a way of convincing its employees. On morale, as much as the company appeals for unity it should cultivate the same by making the employees feel part of the organisation. A situation whereby the management is detached from the rest of the organisation the senior personnel enjoys privileges and opportunities that the juniors and other employees do not, staff morale is expected to be low. All programmes should be aimed at motivating the employees to work and hard since they feel part of the system. Too much bureaucracy would temper with proper running of the organisation’s productive processes. On communication, there should be constant contact between the management and the employees. As cited earlier too much bureaucracy stagnates processes. The employee would be bored and demoralized if all the time they have to communicate their views, they have to pass through a long process and through intimidating situations. The senior management is supposed to keep moving around not exactly to monitor operations but to create a friendly atmosphere between the management and the employees. Cultural change in an organisation is only achieved by ensuring structures are put up to achieve the set goals. The management should feel socially responsible to the employees. The goals set should be achievable and the organisation should provide an enabling environment to help the employees achieve the set objective. The manner in which this survey was conducted was proper for problem solving and ensuring changes in the culture of the organisation. An organisation grows and for it to attain progress in its growth it has to employ proper strategies in role administration. Proper communication, good leadership and organizational skills boost the morale of the employees a great deal. Good leadership and utilization of proper channels of communication ensures enhancement of self-confidence among the employees. Think of a situation whereby employees are viewed as desperate people who have no choice other than to keep on working there. The managers use intimidating language and they keep commandeering the employees every now and then. There is not direct contact between the juniors and the seniors. This makes the employees shrink back, never express their views and opinions and that would be a looming disaster in the organisation. At times it even leads to strikes or go slows. Lack of accountability by the management is another indicator of poor organisation leadership. Transparency and accountability are leadership skills, every manager must have. Employees are grown ups and they should always be let to know why things happen the way they do in the organisation. They should be kept aware of the progress or problems and challenges experienced by the organisation. Still on leadership the employees should be encouraged to exploit their full potential. Means should be provided for self exploitation and the organisation should encourage the employees to be committed to their work. Patriotism, commitment and loyalty to the organisation will not be brought about by a whip, rather it will be a product of good governance in the organisation. Staff or employee motivation is the ultimate goal that can be achieved by an organisation. When proper communication is done and other good leadership skills are inculcated in the management circles, then morale will be boosted among employees of the organisation and a motivated labour force can make tremendous achievements. The benefits an organisation can derive from good governance and proper communication include a committed labour force. Employees will have their minds geared on achieving organizational goals. Secondly the organisation will not have to replace employees when they run away from the organisation. It will also not incur more cost in training new employees or staffs. Employees will not absent themselves on flimsy grounds just to get off the boring place and employees will not suffer from stress related complications due to working under tight conditions. Morale will be boosted and everyone will feel obligated to ensure the success of the organisation. The employees are also likely to unleash their full potentials leading to high creativity and innovativeness and therefore the organisation will incur low costs of acquiring expertise from outside. This ensures also quality production and all these combined will reduce the cost of production and boost profits. This creates a culture that is value based, organizational ethics are adhered to and conflicts are minimized. Generally, this enhances unity of purpose and all the employees are geared towards achieving a common objective. If the management considers this, it prevents a looming management disaster. No organisation can progress without putting these factors into consideration. Fundamental should undertake expansion programmes by cultivating such a spirit. It does not matter what socio-economic set up employees come from; all human beings work efficiently and effectively where managers of work are realistic and reasonable. A work force that embarks on stress management cannot ensure progress in an organisation. Every organisation has a culture. Organizational culture has much to do with the values held dear by the organisation, the attitudes of both the management and the employees and the general behaviour of the workers in the organisation which is a manifestation of the values upheld and embraced by the organisation. Let us dissect this issue of organizational behaviour. Behaviour is shaped among other things by motivation. A motivated work force feels proud of their work places and the organisation. They will report to work early and they will have a reason to buy a couple of minutes in the organisation later after day’s period of work elapses. They keep talking about the organisation and would love to be associated with it. Behaviour is also influenced by work performance. An organisation that has hit the headlines for its performance makes the employees feel proud of it. Even other companies envy it to cross over to it by offering better remunerations. An organisation that offers equal opportunities and allows juniors to enjoy privileges enjoyed by the seniors will have employees who are motivated, proud and committed. A well motivated work force exhibits good group dynamics. An organisation has different operations and departments. Each section works as a group and all the sections work as one achieving great heights. Behaviour is a product of the culture of an organisation. Culture in an organisation is developed through strategies. This involves unity of purpose, team work, problem solving, creativity and innovation, profit maximization, accountability among other things. An organisation with a good culture ensures first of all team work spirit is inherent in its structures. This most assuredly enhances quality, effectiveness and efficient productive processes, better human resource development and allocation of resources which boosts its publicity. Team spirit also ensures that the work force is receptive to other better ideas. New issues keeps emerging in trade circles and a non-receptive labour force would cause a serious failure in productive processes of an organisation. A culture that is aimed at problem solving one of the best fault finding, pointing accusing fingers at people only results to more chaos. Man is to error though it should not be deliberate. But whenever a problem arises among the employees or if at all differences arise between management and the employees it should be tackled in a manner that it would result to a settlement of the dispute. I would recommend the Fundamental for working towards this end. A good culture also ensures an integrated and collaborative training and learning. This imparts similar skills at all levels and ensures effectiveness and efficiency at all levels. Opportunities should always be equitably distributed and on merit so that employees are also encouraged to their best. Of great importance is development of communication systems within the organisation and between the organisation and the outside which is the society. An organisation publicizes itself by ensuring proper flow of information. This is besides quality products and proper waste disposal. Though our main interest is human resource development all these issues come in to determine organizational performance. There are myriad of ethical issues concerning firms or organisations. However, we will embark on ethical issues concerning human resource management. Failure of an organisation to ensure ethical working conditions could definitely lead to failure of organisation to achieve its goals. For instance work force that is forced to work in risky areas and in pathetic conditions will not deliver. For instance it is unethical to put workers in a section of production where machines produce a lot of noise and you fail to provide ear masks. It is also unethical to put worker in unhygienic conditions. Working environment should ensure safety and high health conditions. Remuneration should be properly done. It is unhealthy to seek certain favours as a manager inorder to promote or offer certain privileges. It is also unethical to force someone to compromise their cultural and religious values. All employees manhandling juniors by management and general failure by management to communicate effectively to the juniors is unethical. It is worth noting that loopsided decision making is not in accordance to the corporate or business’s code of ethics. All organisations should ensure that ethical issues are adequately addressed to ensure organisational’s success. Performance Management CMIChartered Management Institute Diploma in Management and Leadership UNIT S8003 – Performance Management Julie RowcliffeNovember 2012 Task 1 A. C. 1. 1 Explain the links between Individual, team and organisational objectives A. C. 1. 2 Identify the selection of and agree individual and team objectives A. C. 1. 3 Identify and agree areas of individual and team responsibility in achieving objectives Introduction Edinburgh College is going through major change at the moment with the merger of 3 Edinburgh College’s coming together.Our new principal is in place and is currently setting the new management structure and organisational objectives for the next 5 years. Edinburgh College must find alternative ways of securing income due to huge cuts made from the Funding Council. The Government has made a commitment to provide 25000 apprenticeships throughout Scotland for 16 – 24 years old but predominantly 16 – 19 year olds. There is a huge pressure from the Gove rnment for College’s to engage in these programmes which will in turn bring new funded money into the college which will soften the shortfall from the Funding Council.Using the 7 stages based on â€Å"Plan-Do-See† (hand out from Annette) I will discuss and identify Task 1 1. 1 Check Vision 1. 2 Establish Vision 1. 3 Check Vision 1. 4 Establish Vision 5. 1 Self Appraisal 5. 2 Performance appraisal 5. 3 Confirm appraisal results 5. 1 Self Appraisal 5. 2 Performance appraisal 5. 3 Confirm appraisal results 2. 1 Draw up preliminary strategic objectives 2. Create strategy map 2. 1 Draw up preliminary strategic objectives 2. 2 Create strategy map 4. 1 Check Progress 4. 2 Find ways for improvement 4. 1 Check Progress 4. 2 Find ways for improvement 3. 1 Specify Performance Indicators 3. 2 Set Weight 3. 3 Specify and distribute initiatives 3. Agree on performance goals 3. 1 Specify Performance Indicators 3. 2 Set Weight 3. 3 Specify and distribute initiatives 3. 4 Agree on pe rformance goals Job analysis Job analysis Job appraisal Job appraisal Vision Clarification 1. 1 Check Vision With a new college and new principal and changes to the way funding is granted to college’s, there must be a new vision put in place. . 2 Establish Vision To increase and provide opportunities for 16 – 19 year old Modern Apprenticeship programmes across a wide range of vocational areas. For Edinburgh College to succeed in doing this we must diversify into new areas to help this area grow. The government is driving their commitment for college provision for 16 – 24 year olds; therefore the college cannot ignore this directive from the Government. From a college aspect this has potential to draw several million pounds direct from the Government.Strategic Objectives establishment 2. 1 Draw up preliminary strategic Objectives As Modern Apprenticeship Coordinator I must set clear objectives and ensure each individual involved is clear of their role to achieve these Objectives. These objectives include, ensuring contract are filled with apprentices, ensuring tutors and assessors provide excellent training and mentoring to â€Å"keep them on board† which in turn will achieve the objective of full funding claimed and brought into the college. 2. Create strategy Map A strategy map represents how an organisation creates value. A strategy describes how an organisation can create sustained value for its shareholders, customer and communities. Using Robert S. Kaplan and David P. Norton STRATEGY MAPS THE COMPLETE SUMMARY would help me set clear Strategic Objectives Performance goal establishment 3. 1 Specify Performance Indicators The goal is to ensure all apprentices achieve their qualification and maximise full funding available. 3. 2 Set WeightI would meet with assessors individually and put in place a performance goal agreement. I would use Skills Development Scotland’s benchmark % rate to monitor performance. 3. 3 Specify and d istribute initiatives I would meet with all staff involved and ensure full clarity of responsibilities was understood. As MA Coordinator I would survey on going initiatives and look at development of new initiatives and distribute any new initiatives with full discussion of all staff. 3. 4 Agree on Performance goalsI would meet individually with assessors confirm what was expected to be achieved and set quarterly targets and meetings to discuss these goals, this would link up with their performance goal agreement. Monitoring and coaching 4. 1 Check Progress We have internal verifiers (IV’s) within the department who check all apprentice portfolios monthly; we also have external verifiers (EV’s) who come into the college every 6 months to ensure we are delivering in line with the awarding body rules. This helps to ensure we are delivering high quality training.I meet regularly with IV’s to discuss individual apprentices which allows me to see progress. 4. 2 Find ways for improvement I would observe staff’s work, listen carefully to staff and their views and questions and give them feedback on ways of improvement, possibly mentoring another assessor if there is a weakness in an area that another excels in and close regular meetings to provide support. Performance appraisal 5. 1 Self Appraisal I would collect performance records from various sources look at achievement rates and prepare performance results and supporting documents. 5. 2 Performance AppraisalI would have a one to one meeting with individuals do discuss performance and would use SDS’s benchmark % performance to calculate how successful their performance is this again would be linked back to their performance goal agreement. 5. 3 Confirm Appraisal results This would be done in a one to one meeting with recorded notes of appraisal results and feedback with any actions required. Job Appraisal These are carried out by way of Staff Development Reviews (SDR’s) or Performance Development Reviews (PDR’s) these are used for staff with income responsibilities within Edinburgh College.These reviews are carried out yearly by managers and their staff, objectives and goals are measured from the previous year where they were set and are looked at and graded as; achieved, partially achieved or not achieved. Job Analysis At this stage, the essence of jobs (accountabilities) within an organization is clarified, and major activities and necessary capabilities are defined to achieve such accountabilities. This would be done by looking at job descriptions and work activities within that role. Task 2 A. C. 1. Identify the need to create an environment of trust and support with others A. C. 2. 2 Identify the causes of conflict and describe strategies to minimise or prevent conflict As MA Coordinator it is my role to ensure staff feel supported and clearly understand their roles within the department. To create an environment of trust thee must be exc ellent communication by way of regular meetings, encouragement, and giving recognition for achieving goals which is a motivational factor from Herzberg’s motivators and hygiene factors, (Herzberg – The Motivation to Work 1959).This allows for a more harmonious working environment as everyone is clear on their own individual responsibilities and goals. As a manager I must present information clearly, concisely, accurately and in ways that promote understanding. Conflict can arise when there is lack of clarity in roles or staff do not understand fully what is expected of them, equally there are other factors which can cause conflict which can be a direct effect of bad communication between myself and staff or lack of training, poor supervision, working conditions which are hygiene factors ofHerzberg’s motivators and hygiene factors. Using the chart below taken from Pathways to Management and Leadership, Diploma in Management Unit C45 I will show an example of how conflict can arise and ways of preventing this. The right skills and the knowledge| +| Motivation to do the job| +| The necessary resources| =| Objectives Achieved| Clerical in The funding Unit has responsibility for checking apprentice quarterly reviews are completed properly and sent out to employers on time in line with SDS rules. These reviews are sent on to employers to show how apprentices are progressing with college training.One to one training given to clerical from MA Coordinator explaining what is required. Clerical already deals with outside Training Providers reviews therefore her experience and knowledge of what is required is essential to reviews being completed accurately and within time deadlines. | +| Receiving positive feedback and comments from employers shows this is a worthwhile exercise and not just a ‘tick box’ exercise. This makes the clerical feel this is a valuable job worth doing. A new rule was brought in by SDS that they required to see any absences recorded on the review form.MA coordinator communicated this to the assessor and tutors who carry out the reviews through an e mail but only some read the e mail and this was not put in place in time for the next set of reviews. I then spoke to the clerical and explained this in a casual conversation but the clerical did not realise this had to start immediately. Reviews were then carried out and sent out to employers without this information. This caused conflict between me and the clerical as she felt she hadn’t been properly/officially told about this.We agreed monthly one to one meetings would be set up to go through the review process and ensure this did not occur again. MA Coordinator took full responsibility for this not being implemented when it should have been. It was also agreed to hold monthly meeting with assessors and tutors to ensure all were made away of the ever changing rules SDS create and although e mails should still be sent this could not be th e only form of communication with such important matters. | +| MA Coordinator secured 10 hours of extra clerical help to manage this process.This was done by putting a business case forward to the Vice Principal and HR. | =| Objective was achieved as quarterly reviews were sent on time to employer and apprentice. These are recorded on spreadsheet and copies kept in apprentice portfolio. Employers happy to see progress at college and SDS compliance rules were met. | Task 3 A. C. 2. 1 Evaluate and assess individual and team performance against objectives A. C. 2. 2 Identify methods of providing feedback to individuals and teams on performance A. C. 2. Explain recording systems for performance assessment for individuals or teams Using SMART objectives (Performance Management Key Strategies and Practical guidelines, Michael Armstrong) allow me to look at how we can achieve our main objective within the Funding Unit, which is to ensure the contracted places allocated to Edinburgh College are fulfilled and the contract value met. Element| How does the objective include this element| Specific| To fulfil contract places granted by the government and ensure full contract value is met. Measureable| This is measured by the amount of apprentices that are started on the Modern Apprenticeship programme within the college and also measured against the monetary value on the contract. | Achievable| This is achievable by assessors and MA Coordinator engaging with employers and selling the Apprenticeship programme to them. | Relevant| This is extremely relevant as the college is pressurised through the Government initiative to commit to 25,000 apprentices across Scotland in 2012. The funding council see this as a way of colleges bringing in income to cover for the shortfall of funding from the funding council. Timescaled| Contracts from SDS are bid for on a yearly basis, March to March. If contracts are not fulfilled colleges are in danger of losing this income. | In order for t he target to be met assessors must understand when units need to be achieved with apprentices so this can be converted into monetary value. This process involves assessors, tutors and me. Using a complex spreadsheet (see below) which holds information on the qualification the apprentice is following, the monetary value against each individual as this iffers depending on qualification, the actual month these must be achieved and the overall performance of the contract can be assessed using this spreadsheet. SDS has an online system called Corporate Training System (CTS) that all Training Providers must use to record and claim all progress on apprentices. SDS set % Performance benchmarks that must be met to allow future contracts to be secured. This is another way I can monitor performance of the contract. This is based on new starts and leavers to achievers.I send the spreadsheet weekly to assessors prior to our weekly meetings to discuss the progress of individual apprentices and lo ok at any potential apprentices who are not achieving. I would arrange a meeting between me the assessor and apprentice to try and find ways of supporting the apprentice, the offer of extra support through means of Edinburgh College’s Student Support Services are often taken up by apprentice with various tools to help assist them, e. g. extra time on exams or extra material given to help self study.Good performance management is achieved through all parties ensuring that: Staff know what is expected of them, every one clear about goals and works towards them, objectives are SMART (Specific, Measurable, Achievable, Relevant and Time related), a system exists to accommodate day to day performance feedback (spreadsheet above) and Staff Development Reviews are used to help self development and improve performance. The spreadsheet records performance of each individual which in turn shows me how each assessor and apprentice is performing. Another form of performance assessment cou ld be the 360 degree (http://cipd. o. uk/factsheets/360-degree-feedback. aspx) assessment which allows for performance feedback for a person, team, or organization by many of the people who work with a person or team in that organization. When employees receive feedback only from their managers, they act on limited information. If employees receive feedback from other co-workers — a 360 ° feedback assessment — they gain a more complete picture of performance. Using this method I could adopt questions for the apprentice, assessor and myself to look at how they see themselves performing.This could allow me to analyse each score and discuss any issues before the problem arises. For example a question on how an apprentice thinks he is progressing could show different to how an assessor perceives this. TASK 4 A. C. 3. 1Explain a performance improvement cycle A. C. 3. 2 Discuss the indicators of poor performance A. C. 3. 3 Evaluate methods that support performance improvem ent There are many different variations to the performance improvement process, but most follow a version of the PDCA cycle: plan, do, check, act.The â€Å"plan† part involves identifying the nature of the problem, obtaining the resources to fix it and determining the best way to implement change. The â€Å"do† part is the actual changing of an existing process. The â€Å"check† part involves measuring key performance indicators to ensure that the new process is performing as expected. The â€Å"act† part includes making changes to the change in order to make the underlying process as efficient as possible. Using the management cycle (Performance Management, Michael Armstrong) below works as a continuous process to manage performance. Plan Plan Act Act Review Review MonitorMonitor Plan – To ensure all places on the SDS contract are filled within the one year time frame given by SDS Act – Meet with tutors and assessors to discuss their input, commitment and responsibilities Monitor – Achieved through monitoring of new starts on MA programmes Review – Look at ways of reviewing this with regular assessor meetings Part of the assessor’s responsibilities is to recruit apprentices and find suitable employers willing to employ them and allow them to attend college to achieve their qualification. As MA Coordinator I was aware one of the new assessors was not achieving targets and goals set.Several meetings had taken place between me and the member of staff and he eventually indicated lack of time and full understanding of SDS and MA rules were hindering his achievement rate, he also indicated he felt I did not give him enough information to carry out this aspect of his role. He brought up a situation where he had recruited an apprentice who was 20 and the contract only allows 16 – 19 year olds, he felt he should have been made aware of such a relevant rule. He also felt uncomfortable about speaking to employers as he sees this as a ‘sales pitch’.I had given him a set of the SDS rules and wrongly assumed he would read through these and ask any questions he was unsure of but due to time constraints he had not done this. I recognised a need to spend more time with this assessor and look at ways to ensure he was aware of all rules to enable him to achieve his goals. I set up regular meetings between myself and a more experienced assessor, which allowed the experienced assessor to share good practice and tips with this member of staff. I organised for the assessor to shadow the more experienced assessor on going out and visiting employers.I also set up staff development with our commercial department who have a sales aspect responsibility within the college; he worked closely with one of the sales staff on going out visiting employers and seeing firsthand how to enhance his sales skills. I introduced an information sheet which the assessor could take with him to employ ers which gave him a starting point when going into speak with employers. I also introduced a financial bonus scheme to both employers and apprentices as I recognised employers had no real incentive to take on apprentices.Within 1 month or setting this up the assessor had filled all his places on his programme. TASK 5 A. C. 4. 1 Discuss the organisations disciplinary and grievance procedures A. C. 4. 2 Identify the role of the manager in both the disciplinary and grievance procedure A. C. 4. 3 Summarise the key aspects of legislation that applies to an organisations disciplinary and grievance procedures Disciplinary rules and procedures help to promote orderly employment relations as well as fairness and consistency in the treatment of individuals. Disciplinary procedures are also a legal requirement.Disciplinary rules tell employees what behaviour employers expect from them. If an employee breaks specific rules about behaviour, this is often called misconduct. Employers use discipl inary procedures and actions to deal with situations where employees allegedly break disciplinary rules. Disciplinary procedures may also be used where employees don’t meet their employer’s expectations in the way they do their job. These cases, often known as unsatisfactory performance (or capability), may require different treatment from misconduct, and disciplinary procedures should allow for this. http://www. acas. org. uk) Within Edinburgh College the Grievance and Disciplinary policy was updated in January 2010 and will run through to January 2014 this is approved by the Joint Trade Unions and Senior Management. (See appendix 1) In Edinburgh College all line managers have a responsibility to deal with Grievance and Disciplinary matters. In many cases formal disciplinary action can be avoided if the line manager tackles the problem with their staff as quickly as possible, e. g. poor timekeeping, poor relations with colleagues, improper use of telephone and or inte rnet etc..This could be improved through discussion rather than through formal disciplinary procedures. Problems dealt with early enough can be ‘nipped in the bud’ if acted upon firmly and fairly with the emphasis on counselling the individual that their behaviour is not up to the standard and must improve. Although informal the meeting must be recorded along with what was discussed at the meeting and any agreement reached. If however the employee is not satisfied with the outcome then formal procedure should be initiated.If formal procedures need to be initiated there are 2 stages within Edinburgh College’s Grievance and Dispute Policy and Procedure that must be adhered to, firstly Stage 1 where the employee should submit a formal, written statement of the grievance (appendix 2) to their line manager. If this relates to their line manager it should be given to the next senior manager. A meeting will take place within 5 working days, if another meeting is require d after this, it should also happen within a 5 days of previous meeting. The employee will be notified in writing within 5 days.If agreement is not reached the employee will be advised of their right to appeal the decision in terms of Stage 2 of this Policy and Procedure. Stage 2 will only be initiated if a resolve was not found. The employee would then submit a written appeal to the Principal within 10 working days of the outcome from Stage 1. All previous documents will be available for the Principal and employee prior to the meeting. Once the Stage 2 meeting has taken place the outcome will be notified in writing to all parties no later than five working days.The Principals decision will be final. On 6 April 2009, the new ACAS Code of Practice on Disciplinary and Grievance Procedures came into force. The current legislation on dismissal and grievance procedures introduced in 2004 was replaced by a far simpler, but not legally binding code. The new Code will provide guidance for e mployers and employees to handle disciplinary and grievance situations that arise in the workplace. â€Å"Employers and employees should always endeavor to resolve disciplinary and grievance matters informally in the workplace.The Code provides a standard of reasonable behaviour to help them to do this,† says Lauren Harkin, Solicitor in the Employment Law team at Lemon&Co Solicitor. However management within an organisation will adhere to statutory rules and lawyers would argue the interpretation (quote from Scott Charles Forbes, solicitor, Miscarriage of Justice Organisation) To summarise Disciplinary and Grievance procedures are frameworks which provide clear and transparent structures for dealing with difficulties which may arise as part of the working relationship from either the employer’s or employee’s perspective.They are necessary to ensure that everybody is treated in the same way in similar circumstances, to ensure issues are dealt with fairly and reas onably, and that employers are compliant with current legislation and follow the Acas Code of Practice for handling disciplinary and grievance issues. Disciplinary procedures are needed to: * let employees know what is expected of them in terms of standards of performance or conduct (and the likely consequences of continued failure to meet these standards). identify obstacles to individuals achieving the required standards (for example training needs, lack of clarity of job requirements, additional support needed) and to enable employers to take appropriate action. * enable employers and employees agree suitable goals and timescales for improvement in an individual's performance or conduct. * try to resolve matters without recourse to an employment tribunal. * act as a point of reference for an employment tribunal should someone make a complaint about the way they have been dismissed.Grievance procedures are needed to: * provide individuals with a course of action if they have a com plaint (which they are unable to resolve through regular communication with their line manager). * provide points of contact and timescales to resolve issues of concern. * try to resolve matters without recourse to an employment tribunal. References | Appendix 1| Appendix 2| Armstrong, M (2006) Performance Management Key Strategies and Practical Guidelines| Existing Motor Vehicle Projection Sheet 2012 – 2013|Forbes, SC Solicitor, Miscarriage of Justice Organisation| Harkin, L Solicitor in the Employment Law team at Lemon ; Co Solicitor| Herzberg, The Motivation to Work 1959 http://www. acas. org. uk| http://cipd. co. uk/factsheets/360-degree-feedback. aspx| Kaplan, R S and Norton, D P, Strategy Maps The Complete Summary| Pathways to Management and Leadership, Diploma in Management Unit C45 | The 7 stages based on â€Å"Plan-Do-See† (hand out from Annette)|