BSBHRM512 Develop and manage performance management processes

Assessment Task 1 - Case Study and Report

Part A 1.

You are the new HR General Manager at Australian Hardware. In order to help the organization
realize its strategic goals, you will need to ensure a coordinated and integrated approach to
performance management across the organization.

You will need to:

● analyze organizational plans and policies

● create objectives for performance management and develop integrated processes

● consult with line managers and other management stakeholders to ensure support and
smooth implementation

● plan the effective implementation of performance management processes. In undertaking

this activity you will be guided by your knowledge of building organizational capability and
managing talent to achieve both shorter and longer-term organizational goals

Objectives

1. Increase revenue by making sure staff is performing well

2. Maintain staff performance by providing training every 3 months

3. Maintain good reputation by creating excellent customer service skill

Policy & procedure

1. Privacy policy because we need to protect staff and customers personal detail

2. Discrimination policy because regardless of sex, age, hometown and skin color everything is equal.

3. Complain policy because In order to stabilize the reputation of the organization , it is necessary to
listen to and improve the opinions of the staff and customers

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2.

Company Information

About Business

 Business name: Australian Hardware Ltd

 Business structure: Public company since 1982
 ABN: 50000000
 Business location: Australian Hardware is headquartered in Sydney, NSW.
The business owns and operates 138 stores throughout Australia.
 Date established: 26 December 1921.
 Ownership and governance: The Green right family retains a controlling
interest in Australian Hardware. Holden Green right serves as both chair of
the board of directors and CEO.
 Products/services: Supplies hardware and home improvement products and
provides expert advice and service.

About Market

 Target market: Our markets are home improvers; DYIs; trades people.

Marketing strategy: Our strategy is to product and service differentiation along with
select targeted marketing activities.

The Future vision

● Increase sales revenue and maximise profit

● Monitor and have professional operational costs plan

● Maintain and increase product and service quality standards

● Maintain good reputation of the company is transmitted to the world

3.Appendix 1 – Performance management planning

template
Performance objectives

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 Performance To monitor employee performance through
management observations which relate to the performance
objectives appraisal and use key performance Indicators as the
record of employee performance results and provide
benefits to those that have high grades.
To ensure employees complete their responsibilities in
line with organisation strategies to reach the team
goals
To help employees get the appropriate training and
professional developments and provide high quality.

Action plan
Action Resources Strategy/tactic Timelines
s
Procedure some Professional 2 times /year 30/June/2019
training lecture person Lecture to
employee
Hiring external
training coach to
provide
knowledge
For our staff

Apply feedback Manager Every 3 months 30/June /2019

as appropriate Employee Employees and
of KPI Employee’s team members
And team team member session if need
objective some advice ,
provide
manager and
director

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 Evaluation of Manager Every 6months 30/June/2019
individual KPI Employee Employees and
and team KPI Employee’s team members
team member session if need
some advice ,
provide
manager and
director

4.

Process to develop KPI for the employee.

Key Performance Indicators are quantifiable values that help you understand how well your
company is achieving its business objectives. Most of them compare a company's progress
toward reaching its long-term, strategic goals or shorter term tactical objectives against a
timeline, a benchmark or comparative sales and operational performances of other similar
companies in the same industry. Not all Key Performance Indicators are necessary or even
helpful for your particular business. Developing the right Key Performance Indicators requires
matching them to your long-term strategies and near-term objectives.

Key Performance Indicators Match Company Needs

There's no one-size-fits-all basket of key performance indicators that are equally useful for every
company. Every company develops key performance indicators that match its needs. For
example, a start-up may have strategic goals that, when met, make it feasible for the company
to "go public," with an initial stock offering. These key performance indicators may be very
different for an established retail company responding to increased competition. The startup's
KPI's may center on indicators of revenue growth, where the retail company's indicators may
emphasize same-store revenue metrics. In general, however, the essentials of key performance
analyses are the establishment of targets and quantifiable ways of assessing the company's
progress toward them.

5.

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To Line manager

Manager (Emi): good morning, Line manager. How are you?

Line manager: good morning, Manager. Good thank you.

Manage: Line manager, some company is complaining to your staff about correspond of phone
manner. I think you need some training for them. If you need professional call person, please
arrange and give a lecture.

Line manager: Sure. I will do it.

To Chief operating officer

Manager: good morning, Chief manager .How are you?

Chief officer: good morning , Manager. Good thank you.

Manager: Chief officer, last week some audit came my company and checked your department
budget about the expendables of this year. It was a so different budget.

Last year was 100,000 $ but this year 1,000,000$. Why is it a so different? Please calculate the
average of each year and change the budget plan.

Chief officer: sure, I will check again it and review.

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 Part B
Self-Reflection

Self overview
I have gained knowledge about this Assessment Task Part A.
Now I am working at childcare centre. We are thinking that children can stay safely and
happily at the centre every day. Occasionally complaints come from parents of the
children. There are parents who appeal directly at the centre and appeals with mail.
When the above occurs, we hold a meeting and if need some training, we will do training
at the centre. It is training mainly by internal staff. So I thought it was necessary to train by
external lecturer like this assignment. Of course there are an individual feedback and team
feedback. It is important create KPIs for the staff to grow more.
Why many children are entering and popular because each staff has a goal every day and
they are competing with each other are getting good reviews from children and parents.
Since it is the boss who leads the staff in a good direction ,when some problems occur, it is
necessary to formulate a performance management plan and an action plan and review
the education system.
　　Mainly I am working in the baby s room. The staff are thinking so that the baby can stay
safely every day. For example, the bed has height and size suitable for each baby, the or the
position where we put the baby on the bottom of the bed and on the back. The toys are
soft, the thing that is safe in the mouth, the small one for the activity we do not use it , etc.
According to the policy appropriate for each age. According to the policies in response to
fever and injuries, we will contact the key person and correspondence.
About characteristics of learning organisations that regularly there are education by
instructors of external organization and education by upper level organization .One of the
most characteristic is education for children with disabilities . We will study how to
approach that child . when necessary , we think with a counsellor , parents and children.
For that , every time feedback is necessary and performance management plan and action
plan are also important.
There are various policies but among them we need to protect personal privacy. Each
ability is different and individual training is required if necessary . I choose words to
explain not to let the staff feel unpleasant . We will do the place to talk with my superior’s

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 room or personal e-mail . When there is a personal opinion prepare an envelope so that
individuals do not know their name.
Like privacy , there are a lot of staff in the workplace with different sex, age, hometown
,skin colour and culture. Even if there is a difference in environment, everyone should
treat them equally. In the orientation carefully explain so that privacy and discrimination
will not occur in the future .Treat KPI so that personal feelings do not enter.

In Australian hardware company has huge assets and excellent staff working for customers
day by day. This time I became a new HR General Manager and further strengthened staff
training and company management. This time
1. Performance management plan
2. Action plan
were planned.
As a result,
About 1.
 By establishing the KPI, establishment of the goal of achievement, the performance of
the staff became clearer, the staff was lively.
 We helped each other in the team and it got lively.
 Knowledge of staff was improved by regular training.
About 2.
 Trainings are conducted twice a year with outside parties ,using internal lectures.
 There was a request that KPI feedback be made not by three months but by the staff
when necessary. Implement an interview suitable for the staff.
 Evaluation was made for 6 months but since the feedback is basically 3months, we
change the evaluation to 3months and give the staff a good sense of security.

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