Elizabeth JONES 0BF
Assessment task 2 and 3
Performance management plan
Name and Position: Kim Smith
Manager: Lyzz Jones Review Period: 6-month review, 17.05.17
Key Result Area
*Financial
*Internal process
*Customer focus
*Development Indicator of success/Performance
*To achieve sales target of $8000
*Complete transactions using point of sale in under 3 mins
*Score at least 8/10 customer satisfaction
*Complete minimum of 25 hours of training and development
Achievements:
*$5000 sales total
*Completing transactions in 5 mins on average
*Customer satisfaction score 5/10
*7 hours of training completed Areas of Opportunity:
*Budget available for further training with point of sale and products.
*Pair with well-established and successful team member. Peer mentoring
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Signature:
Assessment Task 1
5b.
KRA Activities/goals Measurement/KPIs Accountability/dependencies
Financial Achieve sales target $8000, 20% lower than other team members for initial 6 months Completion of learning and development activities will provide grounds to achieve this goal.
Internal process Ensure sales process using point of sale is efficient and accurate to a high standard Less than 8% error rate and complete sales at terminal in less than 3 minutes. Achieving this goal will ensure high customer satisfaction scores.
Customer Focus Provide excellent level of customer service through strong and confident product knowledge. High customer rating score at least 8/10 Completion and dedication to learning and development will lend itself to achieving this goal.
Development Learn all existing and new product knowledge At least 1 hour per week self- directed learning. Totalling at least 25 hours by 6-month review. Increased and competent product knowledge will ensure financial and customer focus targets are met. A dedicated attitude is
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Another aspect of its success is how it functions is in the human resources department. The company has been recognized for being innovative and effective for its stay interviews and manager certification programs (Ruggles, 2011). “"Their turnover rates for both management and hourly employees were among the lowest in their industry segment,? said Joni Doolin, founder of the People Report, a research firm and sponsor of the conference along with Black Box Intelligence, another research firm” (Ruggles, 2011). Instead of performing exit interviews the company utilizes stay interviews designed to improve working conditions to impress upon employees to stay. In order to efficiently monitor sales and inventory the company utilizes a Point of Sale(POS) system as items are rang up in the register providing at real time key spending and income factors.
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