Case Study Title: Enhancing Employee Performance and Training at ABC Retail
Background ABC Retail is a chain of stores selling household and lifestyle products. The company
employs 150 staff members across 10 outlets. Recently, the HR team has noticed declining employee
performance and inconsistent customer service quality. Additionally, employee surveys reveal a lack
of motivation and limited training opportunities.
The HR Manager, Rajesh Patel, wants to implement a basic performance appraisal system and a
simple yet effective training program to address these challenges.
Tasks for Students
1. Performance Appraisal
Suggest a straightforward appraisal process that could work for a retail store setting.
Identify a method (e.g., rating scales or checklists) that the HR team can use to evaluate employee
performance.
Propose a fair and motivational reward system for high-performing employees.
2. Training & Development
List the main skills that retail employees should be trained on (e.g., customer service, product
knowledge).
Recommend one or two types of training methods (e.g., on-the-job training, e-learning) that ABC
Retail can implement.
Explain the key difference between training and development and why both are important for ABC
Retail.
3. Evaluation
Suggest a simple way to evaluate whether the training is effective (e.g., employee feedback or
improved customer satisfaction).
Deliverables Students are expected to present a concise plan (in about 2-3 pages or slides) that
addresses the above tasks, keeping the solutions practical and easy to implement.
Learning Objectives
Understand the basics of performance appraisal and training systems.
Explore simple methods to motivate and upskill employees.
Develop actionable solutions for real-world HR challenges.
Solution for the Case Study: Enhancing Employee Performance and Training at ABC Retail
1. Performance Appraisal
Appraisal Process: Implement a quarterly performance review cycle where managers assess
employees using a simple checklist based on punctuality, customer service quality, and teamwork.
Appraisal Method: Use a rating scale from 1 to 5 for each criterion, with 5 being "excellent" and 1
being "needs improvement."
Reward System: Introduce incentives like "Employee of the Month" with a small cash bonus or gift
vouchers. Public recognition during team meetings could also boost motivation.
2. Training & Development
Training Needs: Retail employees need training in areas like customer service, conflict resolution,
and product knowledge.
Training Methods:
On-the-job training where senior employees or managers mentor new hires.
E-learning modules for basic skills like communication and handling complaints, accessible on
employees' devices.
Difference Between Training and Development:
Training focuses on improving specific job skills (e.g., handling customer inquiries).
Development aims at long-term growth, such as preparing employees for future managerial roles.
3. Evaluation of Training Effectiveness
Use post-training employee surveys to measure satisfaction and perceived usefulness.
Monitor customer feedback and satisfaction scores to assess improvements in service quality.
4. Benefits Realization
Short-term Benefits: Improved employee morale, smoother customer interactions, and better
knowledge of products.
Long-term Benefits: Reduced turnover rate, improved reputation for customer service, and
enhanced career growth for employees.
