Case study : HRM 324 (Marks 10)

It is now the end of Teresa Ross’s initial year since regional manager for Jet Food
services. As regional manager, Teresa supervises an overall total of ten districts, every
of which provides a manager in charge of sales and service to clients in that area.

Jet Foodstuff provides agreement food providers for private hospitals, schools,
universities, business organizations, and other corporations that need dishes prepared
in site although that do not really wish to be responsible for operating this sort of
services. Jet Food Solutions hires every necessary home employee, purchases all
products, and works on meals relative to specifications agreed on with customers. The
region manager is responsible for coordinating every customer actions. This includes
preparing, budgeting, selecting and supervising Jet`s on-site representative (customer
service manager), customer satisfaction, and contract renegotiations.

Teresa was recruited after years of knowledge as movie director of foodstuff services
for a multi campus university. In that task, she experienced oversight responsibility for
the meals services at several campuses. The Jet Food position offered a possibility for
continued growth and advancement. In her initially year, Teresa has concentrated on
understanding the section managers as well as the customers with whom they will work.
She spent higher than a week with each region manager and visited every customer
with him or her. At this moment, she feels more comfortable with her task and the know-
how she has attained of equally operations and personnel, in fact it is time to appraise
the performance of the region managers also to schedule assessment meetings with
these staff.

Teresa`s assessment of Blake Mack: Blake is definitely the longest term district
supervisor in Teresa’s region. He completed less than 12 months of college, held
several temporary jobs, and then joined Aircraft as a switch supervisor from the
company`s companies at a big college. Presently, he is doing twelve numerous years of
employment with Jet. He has been a region manager for three years. In working with
Blake, Teresa has seen his talents, along with some problems. Blake has a ability for
dealing with people, Jet food employees and customers likewise. In fact , in his years
with Jet, zero customer he worked with provides ever changed to a competition. Many
on-site supervisors recruited, trained, and supervised by simply Blake have gone on to
become managers of other district.

On the other hand, Blake’s unhealthy eating habits – despite of doctors` safety
measures – have contributed to a lot of serious medical difficulties. During the past
year, Blake was out of work for three months with gallbladder and heart disease,
attributable in part to weight problems. And Blake’s behavior to others could be
overbearing. Teresa kept track of her telephone calls from region managers in the past
year, and there have been more telephone calls (or messages) from Blake than from
your other eight district managers taken with each other – cell phone calls to promote or
perhaps advertise his own attempts.

Although Blake can be charming, he is to be high in volume and rude with local
personnel which he perceives as extremely rule – oriented. In general, Blakes’s style
and appearance are getting to be entirely unlike what Teresa is comfortable with in
fellow workers and staff.

Further, it has been announced that Teresa’s region is going to be expanded which a
new location, that of helper regional supervisor will be developed. Blake made it crystal
clear that while Jet`s longest tenured section manager in the region, he feels entitled to
this kind of promotion. However, Teresa does not feel the girl could work together with
Blake’s because the assistant regional director. She feels that their supervision styles
are too different and that Blakes’s behaviour might inflame regional and corporate
personnel.

As Teresa looks over Jet`s performance assessment and managing instrument, she
realizes that her honest assessment of Blake’s functionality in his current job is mostly
excellent. Your woman glances in the last webpage of the examination and managing
form plus the overall scores from which she'll have to select. Jet`s total rating method is
on a 1-10 scale, with 10 since outstanding; 7-9, different degrees of excellent efficiency;
5-6, acceptable; 3-4, substandard; and 1-2, unacceptable. Teresa is unsure as to what
total rating to assign. If she provides Blake too high a ranking, he will be prepared to be
marketed. If the ranking is too low, Blake is going to doubtless always be angry, sense
that an injustice has been performed.

Blakes`s Self-Assessment and Management: Blake recognizes himself while

different from the other district managers. A great outgoing, gregarious type, this
individual loves to check out his client locations and work with his company`s staff. His
notion of a successful working day is one particular spent teaching a customer support
manager a brand new operating treatment or managing technique. Actually Blake is
known to roll up his sleeves and teach Aircraft employees a fresh recipe or perhaps how
to increase an existing dish.

Blake worked for several district managers and has constantly liked to hold them
educated about his activities, sometimes phoning twice or thrice a day. Via discussions
with Teresa, he is aware that the girl thinks many of these calls aren't necessary,
nevertheless he wants her to be aware of how everything is going with his employees
and customers. He can also aware about Teresa’s landscapes regarding his ignoring
medical health advice. Blake is proud of his job and of what he continues to be able to
carry out without much advanced schooling. He seems he is competent to become a
regional manager, and he anticipates the possibility of advertising to the new assistant
regional manager situation as a stage toward this ultimate goal.

Blake’s Assessment Rating: In reviewing the case, Teresa determines to give Blake
an overall rating of 6th. She feels validated, given that Blake did miss months of work as
a result of ignoring his wellness. She knows that Blake will expect an increased overall
score, but she's prepared to support her analysis. Teresa then simply goes back to
considering the independent ratings she will assign also to making plans for their
feedback review.

Questions:

1. How would you describe Teresa’s approach to the assessment and management of
Blakes’s overall performance?

2. Are Teresa’s concern with Blake’s performance legitimate? Will Blake have justifiable
reasons for feeling dissatisfied with the assessment and management results?

3. How Could jet Food’s system of performance assessment and management be

improved? If you were Jet’s vice president of human resources, what changes would
you suggest?