Develop and Manage Performance Management Process PDF

lOMoARcPSD|4962838
develop and manage performance management process
Strategy, Management and Leadership (University of New South Wales)
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Learner Instructions 1
(Develop performance management processes)
Submission details
Students Name Kenny Tandra
Student ID
Group
Assessor’s Name
Assessment Date/s
The assessment task is due on the date specified by your assessor. Any variations to
this arrangement must be approved in writing by your assessor.
Submit this document with any required evidence attached. See specifications below for
details.
Performance objective
You will need to demonstrate the skills and knowledge required to develop integrated
performance management processes.
Assessment description
In response to a simulated business scenario, you will analyse business and operational
plans and use information from key stakeholders to develop objectives and processes
for performance management. You will then develop plans to implement processes.
Finally, you will provide a written reflection on the activities you undertook to complete
the assessment task.

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Procedure
Part A
1. Review the following scenario:
You are the new HR General Manager at Australian Hardware.

In order to help the organisation realise its strategic goals, you will need to
ensure a coordinated and integrated approach to performance management
across the organisation. You will need to:
● analyse organisational 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

organisational capability and managing talent to achieve both shorter and
longer-term organisational goals.
2. Review the Australian Hardware simulated business information provided in addition

information segment and analyse the organisational documents – such as strategic and
operational plans – in order to understand the Australian Hardware simulated business,
including its vision and strategic objectives. Identify objectives and policies to be reflected
in integrated performance management processes that you will develop for
implementation.
3. Use provided template to develop performance management plan to support the
Australian Hardware organisational strategy. You must develop at least three objectives
for performance management and plan implementation of processes related to the
objectives you have developed. Performance management objectives could address
areas of performance management such as KPI setting, ongoing performance monitoring
and management and performance appraisals.
4. Design a process – such as methods, a set of procedures or tools – to assist managers to
develop KPIs for the employees reporting to them. Ensure that the performance
management process is flexible enough to cover the range of employment situations that
exist within the Australian Hardware simulated business.
5. Arrange with your assessor to role-play consultation with two managers to ensure
objectives, and processes for developing KPIs are understood, agreeable and feasible for
managers to implement.

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Ensure you act during your consultation in a way designed to ensure support for your
processes. Be prepared to demonstrate your knowledge of the role of HR in building
organisational capability, contributing to the development of a learning organisation, and
achieving organisational success.
Note: As a result of consultation, you may gain support for implementation of the
performance-management processes or you may need to amend your three objectives
and your process – methods, procedures or tools – to meet the needs of various manager
stakeholders. Make sure you obtain approval for the objectives/ implementation plan and
your process – methods, procedures or tools before you implment the system
Part B
1. Prepare a 1–2 page written reflection on the activities you have undertaken during this
Assessment Task to develop performance management processes and plan
implementation. Ensure you explain your planning choices with respect to:
a. relevance to specific organisational goals and the broader role of performance
management in building organisational capability
b. characteristics of learning organisations
c. application of policies to your planning of processes
d. application of grievance procedures to your planning of processes
e. discussion of design options chosen or ruled out to build organisational capability
and meet the needs of the organisation.
2. Submit the required documents for assessment as per the specifications below. Be sure to
keep a copy for your records.
Specifications
You must:
● submit three objectives for performance management
● submit at least one example of a process for KPI setting such as a procedure or tool
● participate in role-play/s with two managers
● submit implementation planning for performance management processes
● submit a 1–2 page written reflection of process undertaken to develop and implement
performance management processes.
Your assessor will be looking for:

● analytical skills to ensure processes are practical and gather necessary information
● leadership skills to gain support for performance management processes across the
organisation

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● knowledge of characteristics of a learning organisation
● knowledge of equal employment opportunity, privacy and confidentiality, diversity and anti-
discrimination policies and legislation
● knowledge of grievance procedures
● knowledge of options in the design of performance management
● knowledge of role of performance management in relation to broader human resources

and business.

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Performance objectives
Performance Increase work efficiency

management
objectives
Customer – focused key performance objective
Financially Focused Objective
Employee- Growth objective
Action plan
Action Resources Strategy/tactics Timelines

Finance (Budget)
Increase work
$100,000.00
efficiency
Training facility
Training and
Training development of all
equipment staff
Every 3 months for

Other training Ongoing
resources the full financial
monitoring of
year July 2017-
targets and result
Trainers June 2018
to address any
Mentors gaps in
performance
Coaches

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Understanding all
Increase and Management, Review by week
the products and
focus on the sale’s supervisor and customer’s for the full financial
numbers employees experience. Talk year July 2017-
with person who June 2018
can have authorize
to see is there any
extra services for
customers
Participate and
Improve the Management, Review by month
continuous in
employee’s self – supervisor and training session. for the full financial
performance employees Participate in the year July 2017-
monthly discussion June 2018
and review
between the team
to know the
strength and
weakness each
employees. Get
individual feedback
from managers.
Discuss with
Improve the cost- Management, Review by month
supervisor to find
saving of the supervisor and out is there any for the full financial
store. employees areas we can cut year July 2017-
the cost and how June 2018
we can use our
plant and
equipment in
efficient way.

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(Implement performance management processes)
Submission details
Student ID
Group
Assessor’s Name
Assessment Date/s
details.
You will need to demonstrate the skills and knowledge required to facilitate the
implementation of performance management processes through the delivery of training
to managers.
In response to the Australian Hardware simulated business scenario, you will develop
and implement training for managers who are responsible for performance
management. The training will need to be consistent with processes developed in
Assessment Task 1 as well as consistent with Australian Hardware policies and
procedures.
You will then answer a series of email questions in order to support a manager through
the process of performance managing an employee.
Finally, you will provide a written reflection to evaluate the effectiveness of the
performance management processes you have developed, trained managers in and
implemented.

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Procedure
Part A
1. Review the Australian Hardware simulated business information provided in the addition
information segment.
You are the Human Resources General Manager at Australian

Hardware. You have recently planned the implementation of
integrated performance management processes.
You will now need to plan and deliver manager training to assist
managers to implement performance management.
Your training will need to be consistent with any processes you
developed in Assessment Task 1 as well as being consistent with
Australian Hardware policies and procedures. For example, if you
outlined a process of biannual performance review in Assessment
Task 1, your training session should not present information that is
contradictory to the biannual review process.
Manager training is to be implemented nation-wide. As a first step,
you will plan and deliver pilot manager training to the Wollongong
managers.
The learners include:
● mangers aged 25–50 years
● managers who like to observe others before doing

● managers who have requested lots of activities.
You will then need to support managers to performance manage

employees in accordance with organisational policies and
procedures.
Finally, you will need to continually evaluate the effectiveness of
processes against objectives for performance management.
3. Use the provided table to plan training for Wollongong managers. Remember to plan
objectives for the training and to monitor success against objectives (plan to conduct
some form of test or evaluation of the training). Remember to plan strategies for winning
the support of managers for implementing processes. You will plan a 20–30 minute
session that:
a. briefly outlines the main features of the performance management process, such as:
i. regular monitoring of performance

lOMoARcPSD|4962838
ii. identification of performance gaps

iii. providing feedback
iv. managing talent
b. focuses on one of these four aspects of the process and give examples, introduce
tools, or demonstrate skills
c. addresses storage of performance management documentation in accordance with
recordkeeping policy
d. allows adequate time for managers to practise and to provide feedback.
4. Deliver training, making sure to:
a. outline the main features of the performance management process (as listed in the
previous step)
b. meet the needs of your learners
c. present information that is consistent with processes you outlined in Assessment
Task 1 and consistent with Australian Hardware policies and procedures
d. use a range of facilitation methods to cater for differences in learning style
e. follow the timeframe you outlined in the session plan.
Part B
A manager contacts HR with the following enquiry:

Hi
One of my sales staff is consistently late, displays poor attitude and has
performed below agreed level on his last two performance appraisals. The
employee does not agree with the rating I have given him, however.
I have tried clarifying targets and coaching. Nothing seems to work. Maybe
I’m just not delivering feedback in the right way. It’s hard not to be frustrated
and I do get angry sometimes. Actually, I feel let down and hurt because I
have tried to develop the potential I once saw in this employee.
This terrible situation is now affecting team morale.
What should I do next? I think I might need to let the employee go.
Audrey Wu
Housewares Manager, Wollongong
2. Write an email to Audrey Wu, Wollongong’s Housewares Manager to:

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a. outline positive approaches to giving feedback and coaching

b. outline appropriate intervention options
c. outline a process for dispute resolution
d. outline the process for terminating the employee in case intervention is unsuccessful
e. outline the process for recordkeeping to ensure adherence to policies and legislative
requirements.
Ensure you refer to any relevant policies and legislation, including specific reference to
anti-discrimination, privacy and industrial relations legislation.
To: Audrey Wu
From: HR officer, Chanachon
Date: 13 May 2017
Subject: Performance review of poor staff
Dear Audrey Wu,
As your discussion about staff who is consistently late, displays poor attitude and has performed
below agreed level on his last two performance appraisals. I think we should start on conduct
face to face meeting with him and talk about what is his feedback to himself, he may need to
conduct self-assessment feedback.
In order to coaching him, we need to point both his strength and weakness to encourage and
motivate him to perform better. Then improve on his weakness and also develop his emotional
intelligence to ensure that he has friendly environment while working with us.
Also, you need to inform him about performance policies and procedures as he will receive the
first warning letter and have 3 months’ period to improve his performance and if it still poor
performance he may be informed to terminate.
Please ensure that while conduct the performance review, you have the checklist and report of
employee’s performance and signature of you and employees. Keep the record of evidence for
both of parties.
Should you have any enquires, please do not hesitate to contact me
Best regards,
Kenny
Part C
1. Prepare a written reflection in which you evaluate:
a. your performance
b. the effectiveness of existing performance management processes, particularly in
terms of:
i. the level of guidance for dealing with underperforming staff

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ii. their ability to help managers achieve the short- and long-term strategic aims
of the organisation.
Remember to evaluate processes in light of your knowledge of the characteristics of
learning organisations and the broader role of HR in achieving business objectives.
Specifications
You must:
● deliver a simulated training session to managers
● submit a session plan
● submit your email to the Housewares Manager
● submit a written reflection to evaluate own performance and performance management

processes.

● analytical skills to ensure processes are practical and gather necessary information
● communication and conflict-management skills to deal with grievances, disputes and

disagreements
● leadership skills to obtain support and endorsement of the performance management
processes across the organisation
● training, coaching, mentoring and facilitation skills using a range of methods to cater for
differences in learning styles, to ensure managers are competent to manage performance
● knowledge of equal employment opportunity, privacy and confidentiality, diversity and anti-
discrimination policies and legislation
● knowledge of grievance procedures
● knowledge of models for giving feedback and options for skill development

and business.
● Session Plan and deliver training to assist managers to implement

objectives performance management

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Timeframe Activity Teaching or Tools/resources

assessment strategy
or approach to achieve
session objectives
Introduction to Discussion Handouts

the training
Presentation TV
9:00-9:25
Group work Whiteboard/whiteboard
am
markers
Q&A
Paper
Brief Discussion Handouts

Management
Presentation TV
Teams
9:25-10:25 markers
am Q&A
Paper/Pens
Assessment
Policy and Procedure
Hot tea bags, Green tea,

10:25-10:45 Jasmine, Oolung tea
Morning Tea
am Some break enough for
all audience
Conduct the Discussion Handouts

performance
Presentation TV
review including
communication Group work Whiteboard/whiteboard
10:45-12:30 skills markers
am Q&A
Paper/Pens
Assessment
Lunch break Buffet for lunch
12:30 am-
13:45 pm

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13:45 pm-
How to give Discussion Handouts
14:45 pm
feedback to
Presentation TV
employee and
leadership skills Group work Whiteboard/whiteboard
markers
Q&A
Paper/Pens
Assessment
14:45 pm-
Coaching staff Discussion Handouts
16:15 pm
Presentation TV
markers
Q&A
Paper/Pens
Assessment
16:15 pm-
Question and Discussion Paper/Pens
16:35 pm
Answer and
Presentation Assessment
feedback of the
training Group work
Q&A

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(Coordinate learning and development)
Submission details
Student ID
Group
Assessor’s Name
Assessment Date/s
details.
You will need to demonstrate the skills and knowledge required to coordinate individual
or group learning and development.
In response to a simulated business scenario, you will evaluate the effectiveness of

previous development activities undertaken by an external provider. You will then
develop new learning and development plans and renegotiate with providers to deliver
them to an acceptable level of quality.

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Procedure
You are the Human Resources General Manager at Australian Hardware.

Three months of pilot training has been delivered by an external training provider
to sales staff, and you are reviewing the effectiveness of the training that has
been provided so far. Data gathered so far indicates the training is failing to meet
targets.
You will need to develop strategies and a training schedule to ensure that the
provider, Train Your Way Up, delivers effective training. You will also need to
renegotiate the implementation of training with Train Your Way Up.
Consider the following training requirements agreed to by senior management
team and HR at Australian Hardware.
● 4,000 sales staff to be trained, including the following characteristics:
○ an average of seven sales people per product team

○ four product teams per store
○ 138 stores
● 30 trainers required
● only one person from each team may be trained at any one time
● sessions require one day face-to-face training

● staff need to be completely up-skilled and performing to targets within six months.
First, however, you will need to prepare a report for the senior management team
to explain the results and your planned actions, one of which is to ensure line
managers participate in regular monitoring and support of employees to apply
sales training on the job.
2. Review performance data provided in the addition information segment .

3. Prepare a 1–2 page report for the senior management team detailing:
a. training outcomes
b. your interpretation of the performance data
c. interventions you will undertake to rectify issues
Support your planned interventions with reference to Australian Hardware as a learning
organisation and addressing performance gaps to achieve specific organisational
objectives and broader long-term goals.
4. Using the table below, develop a training strategy and schedule to be used by Train Your
Way Up to deliver future training. Take particular care to include activity/ies to ensure that

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line managers monitor the employee’s application of sales training. Prepare to discuss
strategies in negotiations with training supplier in order to incorporate these into a revised
agreement.
5. Arrange with your assessor to renegotiate service agreement with training supplier.
6. Renegotiate training agreement with training supplier. Using the previously negotiated
agreement provided in additional information segment and your planned training strategy
and schedule (which you completed earlier) as a basis, renegotiate the agreement with
the supplier.
Ensure you modify the agreement and include a schedule for monitoring against
objectives.
7. Consider the following negotiation information:
As an opening position, you would like Train Your Way Up

(TYWU) to take complete responsibility for the effectiveness of
the training. You would like TYWU to incorporate your strategies,
revised training schedule and monitoring schedule into the new
agreement. You would like TYWU to pay a penalty of $100,000
(5% of the total $2 million fee) to offset costs that will be incurred
by Australian Hardware as a result of the underperformance of
the training program to-date.
You are willing, however, to offer an additional bonus payment of
$200,000 upon successful implementation of your significant
improvements to the program. Your bottom line is that this extra
money (and an additional $300,000) is considered at risk if
TYWU fails to meet mutually agreed targets. Such targets must
include:
● completion of training of 4,000 employees
● simulated AND actual on-the-job demonstration of relevant skills
as part of training assessment for all employees (an audit of
training and assessment records will provide adequate proof, and
line manager third-party reports will provide adequate proof).
You would like to ensure more regular reporting of progress and

involvement of line managers in monitoring and support.

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Specifications
You must:
● submit 1–2 page evaluation report on the training outcomes for senior management
● participate in a renegotiation role-play
● submit a training strategy and schedule including a monitoring schedule
● submit a modified service agreement.

● communication and conflict-management skills to deal with disputes and disagreements

and business.
Employees trained in new sales model
● Training
objectives
Employees trained in sustainability practices
Train Managers to observe sales staff in new sales model
Actions
Timeframe Activity: Teaching or assessment Resources:

(training/assessment, strategy or approach to
Trainer
coaching or other support, achieve training objectives
(number 1–30)
monitoring)
Managers
1 day training Employees trained in new Written Assessment Training facility

sales model with face to
Observation while working
face formal classroom
Multiple training Line managers monitor the Training materials
observations of employee’s application of
implementation sales training
Include coaching and Assessments
of training Manager observation of
mentoring as part of
ongoing support to trainees’ skills on-the-job
employee (use of the new sales Observation sheets
model; knowledge of and checklists
sustainability practices)

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Training managers to learn

1 day training Observation while working Training facility
how to observe trainees
skills on the job when they Written assessment
Multiple are using the new sales Training materials
observations of model
implementation
Assessments
of training Including conduct the
performance review
according to the policy and Observation sheets
procedure including and checklists
interpersonal skills
Service agreement
Service agreement
1. Service Agreement
Service Agreement dated: 20 October 2018
Between
Train Your Way Up
Service Agreement Sponsor – Director of studies for Train Your Way Up, Jan Powers
And
Australian Hardware Human Resources
Service Agreement Sponsor – Susan Black, Human Resources General Manager
2. Scope of services
Sales training to upskill sales staff in the new sales model:
 Greet the customer.
 Proactively ask questions to identify the customer’s needs.
 Present possible solutions and discuss sustainable or environmentally friendly options
where relevant.
 Close sale and facilitate transaction.
 Follow up to maintain customer relationship, gather feedback and lay foundation for
repeat business.

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Train Managers to observe sales staff in new sales model and in sustainability practices
1. Train managers in new sales model
2. Train managers in sustainability practices
3. Train managers on how to observe the sales staff perform their new skills
Service specifications
The table below describes the services to be provided under this Services Agreement.
Service Scope
Sales model training 4,000 employees
Training on sustainability policy and 4,000 employees

relevant products
Train Managers to observe sales staff in All Managers

new sales model
3. Fees and payment terms

The schedule below details the fees and payment terms for the services provided under this
agreement.
Service Fee Payment term
Total costs of training $2,000,000 Paid on completion of

delivery training by the fourth
quarter of FY 2017–18
TYWU to pay a penalty of $100,000 (5% of the total $2 million fee) to offset costs that will be
incurred by Australian Hardware as a result of the underperformance of the training program
to-date.
Additional bonus payment of $200,000 upon successful implementation of significant

improvements to the program subject to completion of training of 4,000 employees.
4. Service level targets

Services provided under this agreement will be measured against the following performance
standards and timeframes.

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Service Performance standard and timeframe
Sales model training 4,000 employees by the end of the fourth

quarter of FY 2017–18
Training on sustainability policy and 4,000 employees by the end of the fourth
relevant products quarter of FY 2017–18
Average assessment score 100%
Train Managers to observe sales staff in All managers by the end of the fourth
new sales model and In sustainability quarter of FY 2017–18
practices
Average assessment score 100%
Simulated AND actual on-the-job 4,000 employees by the end of the fourth
demonstration of relevant skills as part of quarter of FY 2017–18
training assessment for all employees (an
audit of training and assessment records
will provide adequate proof, and line
manager third-party reports will provide
adequate proof).
5. Monitoring and reporting

Services will monitored according to the following reporting schedule.
Service Report Timing
Sales model training Summary of training Completed by the end of

completion the fourth quarter of FY
2017–18
Training on sustainability Summary of training Completed by the end of

policy and relevant products completion the fourth quarter of FY
2017–18
Average assessment score Assessment records Completed by the end of

the fourth quarter of FY
2017–18
Train Managers to observe Summary of training Completed by the end of

sales staff in new sales completion the fourth quarter of FY
model and In sustainability 2017–18
practices

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Average assessment score Assessment records Completed by the end of

the fourth quarter of FY
2017–18
Simulated AND actual on- Summary of training By the end of the fourth
the-job demonstration of completion quarter of FY 2017–18
relevant skills as part of
training assessment for all
employees (an audit of
training and assessment
records will provide
adequate proof, and line
manager third-party reports
will provide adequate
proof).
Summary of initial training outcomes
Description Outcome Target

Number of employees trained in 367 4,000
new sales model
Number of employees trained in 270 4,000
sustainability practices
Average assessment score of 90% 80%
trainees completing the training
Manager observation of trainees’ Randomised observations show that 80%
skills on-the-job (use of the new 45% of trainees apply some features of
sales model; knowledge of the sales model they were trained in and
sustainability practices) there is some use or mention of
sustainability practices
Revenue per trained salesperson/ $20,000 $35,000
month
Customer awareness of 68% of customers are aware of 95%
sustainability practices sustainability practices aware
Customer experience satisfaction 67% of customers report being satisfied 95%
ratings with their Australian Hardware shopping satisfied
experience

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6. Dispute resolution
In the event that either party needs to raise a dispute the following process must be followed:
Issue identified
Service Agreement Sponsor from both parties

to be notified of issue
Service Agreement Sponsor from both parties to

discuss issue and agree resolution
In the event that Service Agreement Sponsors

cannot agree on a resolution the issue is to be
escalated to mediation
7. Signatures
I agree to the terms and conditions of this agreement.
Signed for and on behalf of Australian hardware HR
Australian Hardware, HR general S Black

manager
In the presence of witness David Ouspensky
Signed for and on behalf of Train Your Way Up
Train Your Way Up, Director of Training Jan Powers
In the presence of witness David Ouspensky
Candidate: I declare that this work has been completed by me

honestly and with integrity and that I have been assessed in a Signature: ___kenny_______
fair and flexible manner. I understand that the Institute’s
Student Assessment, Reassessment and Repeating Units of
Competency Guidelines apply to these assessment tasks. Date: __20__/__10___/__2018___

lOMoARcPSD|4962838

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develop and manage performance management process

Strategy, Management and Leadership (University of New South Wales)

StuDocu is not sponsored or endorsed by any college or university

Students Name Kenny Tandra

Downloaded by Sylvia M (sylviamungni07@gmail.com)

You are the new HR General Manager at Australian Hardware.

● create objectives for performance management and develop integrated

In undertaking this activity you will be guided by your knowledge of building

2. Review the Australian Hardware simulated business information provided in addition

Downloaded by Sylvia M (sylviamungni07@gmail.com)

● participate in role-play/s with two managers

● submit implementation planning for performance management processes

Your assessor will be looking for:

Downloaded by Sylvia M (sylviamungni07@gmail.com)

● knowledge of characteristics of a learning organisation

● knowledge of options in the design of performance management

● knowledge of role of performance management in relation to broader human resources

Downloaded by Sylvia M (sylviamungni07@gmail.com)

Performance Increase work efficiency

Financially Focused Objective

Employee- Growth objective

Action Resources Strategy/tactics Timelines

Every 3 months for

Downloaded by Sylvia M (sylviamungni07@gmail.com)

Downloaded by Sylvia M (sylviamungni07@gmail.com)

Students Name Kenny Tandra

Downloaded by Sylvia M (sylviamungni07@gmail.com)

You are the Human Resources General Manager at Australian

● managers who like to observe others before doing

You will then need to support managers to performance manage

Downloaded by Sylvia M (sylviamungni07@gmail.com)

ii. identification of performance gaps

A manager contacts HR with the following enquiry:

2. Write an email to Audrey Wu, Wollongong’s Housewares Manager to:

Downloaded by Sylvia M (sylviamungni07@gmail.com)

a. outline positive approaches to giving feedback and coaching

Dear Audrey Wu,

Should you have any enquires, please do not hesitate to contact me

Downloaded by Sylvia M (sylviamungni07@gmail.com)

● submit a session plan

● submit your email to the Housewares Manager

● submit a written reflection to evaluate own performance and performance management

Your assessor will be looking for:

● communication and conflict-management skills to deal with grievances, disputes and

● knowledge of role of performance management in relation to broader human resources

● Session Plan and deliver training to assist managers to implement

Downloaded by Sylvia M (sylviamungni07@gmail.com)

Timeframe Activity Teaching or Tools/resources

Introduction to Discussion Handouts

Brief Discussion Handouts

Hot tea bags, Green tea,

Conduct the Discussion Handouts

Downloaded by Sylvia M (sylviamungni07@gmail.com)

Downloaded by Sylvia M (sylviamungni07@gmail.com)

Students Name Kenny Tandra

In response to a simulated business scenario, you will evaluate the effectiveness of

Downloaded by Sylvia M (sylviamungni07@gmail.com)

1. Review the following scenario:

You are the Human Resources General Manager at Australian Hardware.

○ an average of seven sales people per product team

● sessions require one day face-to-face training

2. Review performance data provided in the addition information segment .