Continuing Case:

Carter Cleaning Company

Performance Management
and Appraisal
Attracting DEVELOPING - Keeping

Prepared by
Group Dynamic
Kelvin Lye, Wong Shwu Fen & Masood

Case Details
No formal evaluation of employees
performance for all these years

Problem?

Reasons?

1.
2.

How?
(Informal)

Jack has many other priorities (boosting

sales, lowering cost etc.)
Staff turnover (employees not staying long
enough to be appraisable)

Manual Workers

Praise them for job

well done

Give criticism when

things dont look right

Managers

Inform them directly

about store problems

Give useful feedback

on where they stand

Case Details
Solution?

Use more formal appraisal approach

What should be included?

Manual Workers

Include criteria such as

1. Quality
2. Quantity
3. Attendance
4. Punctuality

Managers

Include a list of quality standards

for matters such as
1. Store cleanliness
2. Efficiency
3. Safety
4. Adherence to budget

Questions

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

Question 2
Develop a performance appraisal method for the workers and
managers in each store.

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

Jennifer right?

YES!

Need to evaluate
the workers and manager formally

Why?

Question 1
Is Jennifer right about the need to evaluate the workers
formally? The manager? Why or why not?
Why?
Through formal performance appraisal,
manager and workers will know

Scope of appraisal

Guidelines of appraisal

Consequence action related to

appraisal result.

Translate the employers goals

into specific employees goals
(Manager and workers goals
aligned with CCCs goal)

Store manager and workers assist in

1.
Identify and set the expected goal
(SMART)
2.
Avoid counter productivity goal

Question 1
Is Jennifer right about the need to evaluate the workers
formally? The manager? Why or why not?
Why?
Through formal performance appraisal,
manager and workers will know

Scope of appraisal

Guidelines of appraisal

Consequence action related to

appraisal result.

Standards of performance

Managers

Include a list of quality standards for

matters such as
1.
Store cleanliness
2.
Efficiency
3.
Safety
4.
Adherence to budget

Manual Workers

Include criteria such as

1.
Quality
2.
Quantity
3.
Attendance
4.
Punctuality

Question 1
Is Jennifer right about the need to evaluate the workers
formally? The manager? Why or why not?
Why?
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.
Solve the problem
Many employees didnt stick around
long enough to be appraisable

Consequence action
related to appraisal result

Positive
feedback
Promotion or
salary arise

Negative
feedback
Need training
or counseling

Question 1
Is Jennifer right about the need to evaluate the workers
formally? The manager? Why or why not?
Why?
Result of appraisal is exhibited
manager or workers strengths
and weaknesses

Provide opportunity to
review the managers or
the workers career plans

Affect

Career planning decision

BACK

Question 2
Develop a performance appraisal method for the workers
and store managers in each store

A perfect appraisal method could be achieved over time,

but at the moment we recommend the following appraisal
method for Workers and Managers at CCC to best meet
the owners ends.

Question 2
Performance appraisal method for the workers

Effective
appraisal
method?
Recommended
techniques?

We need to
1. Measure the work output
2. Base our appraisal on actual job duties

1.
2.

Graphical scales in this specific case

Behaviorally Anchored Rating Scale
(BARS) with lower consideration

Appraiser?

Store manager

Feedback?

Given by store manager

Question 2
Performance appraisal method for the workers

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

Question 2
Performance appraisal method for the workers
Graphical Scales - Example

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?

Excellent

Very Good

the Worker performs

with highest motivation
and dedication

Very Good
performance, but no
extra

Satisfying
the Worker

Bad
The worker fails to

performs his work,

but not at his best

perform well, intentionally

or unintentionally

Very bad
The worker performs
intentionally bad, and
decreases quality

Question 2
Performance appraisal method for the workers
Behaviorally
Anchored
Rating Scale

Provides the appraiser with numerical scale

to evaluate workers regarding one of their
most critical behaviors.

A critical incident considering punctuality could be:

Outstanding
Satisfying

-Arrives at the shop few minutes before opening.

-Arrives at the shop sharp on time.
-Arrives at the shop within one hour after opening.

Bad

-Arrives at the shop between two to three hours after opening.

Terrible

-Arrives at the shop after four hours.

Question 2
Performance appraisal method for the store managers

Effective
appraisal
method?
Recommended
techniques?

We need to
1. Measure the personal competencies
and objective achievements
2. Base our appraisal on generic
dimensions and actual job duties
1.
2.

Management by Objectives (MBO) in this

specific case
Graphical Scales with lower consideration

Appraiser?

Jennifer or other directors

Feedback?

Given by Jennifer or other directors

Question 2
Performance appraisal method for the store managers
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?
CCC branch-wide goals:
1. Quality in terms of cleanliness
2. Quality in terms of work safety
3. Quality in terms of work efficiency
4. Quality in terms of 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.

Question 2
Performance appraisal method for the store managers
Management by Objectives (MBO)
Example

Question 2
Performance appraisal method for the store managers

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 quality standards?

Efficiency

Cleanliness

Safety

Adherence to budget

Question 2
Performance appraisal method for the store managers
Graphical Scales - Example
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

Acknowledgement

Thank You!