- What is Performance?
2.KPI/ MOS analysis: Read the scenario below
You are a manager of a new call centre team.
The call centre has 30 full time and 30 part time call centre consultants. The consultants are there to take calls from motorists whose vehicles have broken down. Consultants are the first voice that motorists hear before their request is passed onto roadside patrol that travels out to solve the problem of a broken down car.
Consultants must answer any phone call within 4 seconds of the phone ringing. Consultants must correctly identify the caller (Name, address, date of birth and password) before they can respond to any requests. Length of calls must be no longer than 3 minutes. Consultants must clarify all information given to them before proceeding to send customer request to Roadside Operators.
Your task: Design three Key PerformanceIndicators (KPIs) (also referred to as ‘Measures of Success’) that individual team members must meet or exceed on a monthly basis.
- When must you tell your staff about their KPIs?
2.What are the three stages of Performance Management?
3.What is the main goal of a Performance Management System?
4.List three policies that you may need to follow that are related to performance management?
5.List three external sources for advice on issues related to performance management?
6. Define GROW and provide two possible questions for each stage of the process?
G. Question 1:
Question 2:
RQuestion 1:
Question 2:
O. Question 1:
Question 2:
W Question 1:
Question 2:
7. What are the legal consequences for managers and organisations for not keeping records of any activity surrounding performance management?
8. As a manager, how can you help an employee who has problems doing their job?
9.As a manager, how can you help an employee who needs to develop additional skills to be considered for a promotion?
10.Nick and Tony have been fighting at work.
This question is practical application. Review the theory in the PowerPoint and apply it to the above situation. You need to show me that can take the theory and use this information to make your answer.
Your task: List all the steps you would follow to manage the situation and discipline both employees.
