Lorenz I.

Terrones
BSBA BM – 221

Final Exam - Case study for Performance Management "Special Checking is Handed a Loss"

1. Sammy, as a supervisor, faces several problems in this scenario:

 High turnover and inexperienced staff: The nature of the Special Check Sorting
Unit job attracts untrained, entry-level individuals who have just graduated from
high school. Due to the promotion opportunities within the bank, turnover in the
unit tends to be high. This results in a constant stream of new employees who
require training and supervision. Sammy must manage the challenges associated
with training and developing a workforce with limited experience.

 Limited time for training and supervision: Sammy's own workload and
responsibilities prevent him from devoting considerable time to train and
supervise Juanita. Although he initially spends 15 minutes showing her the
procedures, he sees her only occasionally over the following weeks. This limited
interaction and supervision may have contributed to Juanita's lack of
understanding of how to process certain types of checks.

 Lack of clarity in job expectations: It is unclear whether Sammy clearly

communicated the expectations and requirements of the job to Juanita. The text
suggests that Sammy did not explain to her what the other clerks were doing, or
the importance of processing all checks accurately and promptly. The absence of
clear job expectations may have contributed to Juanita's failure to process the
checks correctly and promptly.
2. Considering the problems faced by Sammy as a supervisor, the specific
performance improvement results he should seek are as follows:

 Training and Skill Development: Sammy should aim for improved training and skill
development for the check sorting clerks in his department. This includes
providing thorough and comprehensive training on all types of special checks,
such as odd-sized, foreign, or mutilated checks. The goal is to ensure that all
clerks, including Juanita, have a clear understanding of the procedures and
requirements for processing several types of checks accurately and promptly.

 Clear Communication and Expectations: Sammy should work on improving

communication with his employees, particularly regarding job expectations and
requirements. He needs to clearly communicate the importance of processing all
checks correctly and promptly, emphasizing the potential monetary loss and
customer dissatisfaction that can result from mishandling checks. By setting clear
expectations, Sammy can help his team members understand their
responsibilities and perform their tasks effectively.

3. In solving the problem faced with Juanita and the unprocessed checks, Sammy
should adhere to the following key rules or principles:

 Effective Communication: Sammy should prioritize clear and open

communication with Juanita. He needs to establish a supportive and
approachable environment where employees feel comfortable expressing their
concerns, asking questions, and seeking guidance. By fostering effective
 communication, Sammy can identify any issues or challenges early on and
provide timely assistance.

 Training and Development: Recognizing that the check sorting clerks in his
department are untrained, entry-level individuals, Sammy should prioritize
training and development. He should ensure that all employees receive
comprehensive training on the procedures and requirements for processing
several types of checks. Ongoing training and skill development programs should
be implemented to enhance the employees' capabilities and confidence in
handling their tasks.

4. To resolve the issue of Juanita's mishandling of unprocessed checks, Sammy can

consider the following three strategies or approaches:

 Training and Mentorship: Sammy can adopt a strategy focused on comprehensive

training and mentorship for Juanita. Recognizing that Juanita is an entry-level
employee with limited experience, he can provide her with targeted training
sessions to address her gaps in knowledge and skills. This may include conducting
detailed training on processing several types of checks, emphasizing the
importance of accuracy and thoroughness. Additionally, Sammy can assign an
experienced mentor from within the department to work closely with Juanita,
providing guidance, answering her questions, and overseeing her work until she
gains proficiency. Regular check-ins and feedback sessions can ensure her
progress and address any challenges effectively.
 Process Improvement and Standardization: Another strategy Sammy can employ
is to evaluate and improve the existing check processing procedures in the
Special Check Sorting Unit. By analyzing the workflow, identifying potential areas
 of confusion or ambiguity, and streamlining the processes, Sammy can make it
easier for new employees like Juanita to understand and execute their tasks
accurately. This may involve developing clear and concise guidelines,
implementing visual aids or checklists to facilitate the process, and providing easy
access to reference materials. Standardizing the procedures can help minimize
errors and ensure consistency among the check sorting clerks.

It is important for Sammy to consider the specific circumstances and dynamics of

the team and organization while implementing these strategies. Additionally,
maintaining a supportive and encouraging approach throughout the resolution
process can contribute to Juanita's development and the overall success of the
Special Check Sorting Unit.

5. To select the optimum solution for resolving the issue of Juanita's mishandling of
unprocessed checks, it is important to consider the circumstances, potential
causes, and desired outcomes. Based on the provided information, the following
solution, along with its implementation steps, is recommended:

 Assess Juanita's Performance: Before implementing any corrective measures,

Sammy should have a conversation with Juanita to understand her perspective
and any challenges she may have faced. This discussion should be conducted in a
supportive and non-confrontational manner to encourage open communication.

 Identify Knowledge and Skill Gaps: Based on the assessment, Sammy should
identify the specific areas where Juanita requires additional training and support.
This may include understanding the procedures for processing different types of
 checks, recognizing, and addressing uncommon check scenarios, and reinforcing
the importance of thoroughness and accuracy.

 Develop a Training Plan: Sammy, in collaboration with experienced staff from the
Special Check Sorting Unit, should design a comprehensive training plan for
Juanita. The plan should include both theoretical and practical aspects, providing
her with the necessary knowledge, skills, and hands-on experience to perform
her duties effectively.