The overall business focus for the organization selected is well articulated
Quality Cleaning Services (QCS) is an upcoming commercial cleaning company located in Stratford CT. The organization serves a broad range of customers statewide. QCS aims to offer exceptional cleaning service experiences that will build strong relationships with regular loyal customers and catch the interest of new clients. The companys focus is to increase revenue by aligning performance management with a business strategy that actively identifies the needs of our customers (customer satisfaction).
The mission/vision of the organization correctly stated
This Performance Management System will be focused on Quality Cleaning Services (QCS). The company is managed by three partners that represent sales, finance and customer satisfaction. Quality Cleaning Services primary objective is to provide expert cleaning services to different businesses including schools, churches, restaurants, medical centers, and car dealerships.
The major strategic goals of the organization described
This performance management system will be used as a proactive measure to ensure that everyone is working on shared goals. The primary purposes of the performance management plan are to:
Ensure that everyone understands the companies mission/vision. This will ensure that all staff and customers understand the direction undertaken by the corporation towards the accomplishment of its goals
Ensure that there is a clear understanding of job roles, expectations and attainable goals. This goal will ensure everyone understands the value of their roles; company and individual goals and how they contribute to QCS mission/vision statement. QCS is confident that this will encourage accountability for assigned responsibilities and provide the necessary platform for motivation and an increase in productivity and revenue.
Ensure that employees receive regular feedback about their performance. Proper communication will be fostered to ensure everyone is in tune with the needs of the company and customers. QCS plan to utilize customer satisfaction surveys to get clear and measurable analytic feedback about employees overall performance. The primary objective of the study is to focus on Customer Satisfaction. This survey measurement tool will ensure that all concerns provided by customers are documented. QCS also believes this will allow management to make significant efforts at solving any fundamental issues which would be detrimental to the reputation of the business. Furthermore, the measurement tool would give us insight into our best practices by providing information on successful strategies previously used. Additionally, QCS plans to use SWOT and SOAR analysis to measure employees strengths, weaknesses opportunities, threats, aspirations, and results. This analysis will be the foundation for enhancing relationships internally and externally; creating an authentic work environment; building transparency and setting more defined goals. Furthermore, QCS will measure the success of the performance management plan based on financial goals. If QCS is consistent with hitting their revenue goals through customer retention and new customer referrals, these are great signs that QCS has succeeded with the Performance Management System. However, if QCS is losing clients and suffering from the financial loss than it would be a clear sign to take a step back to reevaluate thoroughly and possibly revamp the performance management system which may include altering the objectives to integrate better strategies that are more aligned with QCS vision/mission strategic goals.
Ensure to promote personal development by implementing a performance improvement plan. This system will identify ways in which to improve performance and opportunities to plan and set attainable goals that will help employees succeed. QCS will offer training and mentoring opportunities that can enhance overall performance deliveries.
Ensure to provide salient reward incentives for good performance. QCS plan to offer a variety of rewards for increasing performance. The awards will include employee recognition, bonuses, compensation increase, paid time off, gift certificates to the place of choice and catalog reward packages (build up points to be redeemed through prize catalog).
Description (at a high level) the performance management system currently in place.
QCS currently does not have an actual performance management system in place. The company is relatively new but quickly growing. Therefore, the leaders are eager to implement an official and efficient performance management system. Currently, QCS utilizes the customer satisfaction survey feedback as their primary source of performance management. If QCS receives a negative feedback, the managers/supervisors are responsible for addressing the situation to the employee and providing the necessary tools, resources and training techniques for development purposes. In the case of the operational slump, QCS ought to execute an effective strategy, thus salvaging the situation. Under such circumstance, the administration will be forced to hold a series of meetings with the staff to revisit the company's mission/vision statement, reviewing past performance feedbacks, discuss company's financial goals and setting attainable personal goals. In a scenario where the development strategies have been exhausted, the management will be compelled to issue different class warnings which can be in the form of written and verbal warnings.
What will be the main performance criteria for the organization?
The Quality Cleaning Services (QCS) will implement a conceptual framework which will act as a master list when it comes to analyzing the overall performances of an organization. Some of these criteria include effectiveness, efficiency, quality, timeliness, and finance. Under effectiveness, QCS will focus on accomplishing outcomes which represent the companys mission, with the managers accounting for everything. Efficiency criterion will also be utilized when reviewing results, inputs, outputs and process activities. Such measurements will enable QCS to obtain results it wants at any point of its operation. QCS will also prioritize the provision of quality services and working environment to all stakeholders (customers, workers, and administration). This will also involve the evaluation of the client satisfaction through different surveys to capture customers feedbacks which in turn are utilized in making necessary improvements and changes.
Timeliness is also another key performance criterion that can be applied by QCS. QCS will put an emphasis on the delivery of quality services to its clients within a specified timeframe. This will ensure the organization remains efficient is its operations thus increasing customer satisfaction levels as well as discouraging any forms of wastages on the companys resources. The Finance measure will focus on the profitability and stewardship of QCS on its financial operations. If QCS is consistent with achieving its revenue goals through customer retention and new customer referrals, these will be considered as significant signs that the company is succeeding with its Performance Management System.
How will the organization measure performance at the individual and organizational levels?
Measuring and managing the productivity of QCS will be the significant factor in the companys realization of its mission and economic targets. This can be done at an individual or organizational levels. On individual levels, QCS will apply different employee evaluation approaches to capture the performance rates of its workforce. This exercise should be done on a quarterly basis, ultimately allowing the company to implement corrective actions in case of a slump on individual productivity. The management will also need to establish particular quantifiable outputs that can be measured against the work done. There is also the need of developing customer requirements that can be utilized in the evaluation process. Apparently, QCS is planning to use customer satisfaction surveys to get clear and measurable analytic feedback about employees overall performance. This survey measurement tool will ensure that all concerns provided by customers are documented.
As for the organizational levels, the measurement of the QCS performance will be centered on its outcomes of its productivity. This approach will also include factors such organizations output, input, process activities and benchmark. Apparently, the results should be related to QCS purpose which is to provide exceptional cleaning service experiences that will build strong relationships with regular loyal customers and catch the interest of new clienteles. Customer satisfaction and retention, companys profitability and organizations general growth will be used as measurement tools is the evaluation of QCS productivity levels.
What will works, and what needs improvement?
The use of customer feedback surveys and the use of the SWOT and SOAR analysis to measure employees strengths, weaknesses opportunities, threats, aspirations, and results, will be a success as a tool to measure performances levels of the companys workforce. Through the implementation of a performance improvement plan, QCS will be successful in promoting personal development which is critical in enhancing the individual performance levels. Since QCS is a new company, its PMS needs to function for a while before making some changes or improvements on bits functionality.
How does the organization reward individual and organizational performance?
QCS will be committed in the provision of various salient reward incentives for good performances amongst its employees, ultimately increasing their productivity. QCS will use appraisal approaches such as employees recognition, bonuses, compensation increase, paid time off and gift certificates to the place of the choice and catalog reward packages (build up points to be redeemed through prize catalog) to reward individuals according to their productivity.
Beyond pay, are there other means by which the organization recognizes high performers?
In the current global market, employees engagement and retention play a significant role when it comes to maintaining and improving organizations productivity. This compels the management to implement appraisal systems which can be in the form of rewards and incentives which are critical in increasing retention and performance levels of the workers (Aquinis, 2013). Beyond pay or monetary rewards such as bonuses, compensation increase and paid time off. QCS also rewards high performers through appreciation, recognition and gift certificates to place the of choice and catalog award packages.
What works, and what needs improvement?
The reward system to be used by QCS will be a success in improving the companys position when it comes to increasing employees retention and productivity. The use of pay or monetary rewards such as bonuses, paid time off and compensation increase will enhance will be vital in maintaining higher performance levels with the organization. However, beyond QCS needs to improve on its reward system especially in the use of non-payment approaches. Apparently, beyond pay, QCS rewards high performers through appreciation, recognition and gift certificates to place of choice and catalog reward packages, which is not enough.
How does the appraisal process work at this organization?
In QCS, there is the provision of the regular feedbacks. The company will utilize customer satisfaction surveys to get clear and measurable analyt...
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