Reference no: EM133280485 , Length: word count:1600
Case Study: The Performance Management Training Program
Insurance Canada West (ICW) is a fast-growing Insurance services company with 300 insurance sales associates who report to 35 sales managers.
The sales managers at Insurance Canada West (ICW) rarely conducted performance appraisal interviews with the insurance sales associates and some refused to do them. They complained that there was no time to meet with every insurance sales associate, and that it was a difficult, time- consuming, and unpleasant process that was a big waste of time. Some were uncomfortable with the process and found it to be stressful for everybody involved. They said it caused a lot of anxiety for them and the insurance sales associates.
However, the ICW leadership were in the process of introducing a new model of insurance sales that required all insurance sales associates to perform certain critical behaviours when interacting with customers. It was therefore imperative that performance appraisals be conducted by the managers to ensure that insurance sales associates were implementing the new model of insurance sales and performing these critical behaviours.
The sales managers would be required to evaluate their insurance sales associates' performance every six months and then conduct a performance appraisal interview with each insurance sales associates in which the previous six months' performance would be discussed. An action plan would then be developed with specific goals for improvement.
The ICW leadership hired an external trainer to provide a one-day workshop on how to conduct performance appraisals for all the sales managers of the insurance sales associates. The training program was mandatory, and all the sales managers had to attend. Many of the managers did so reluctantly, complaining that it would be a waste of time and that it would not make any difference in how things were done at ICW.
Although the sales managers were supposed to begin conducting performance reviews and interviews shortly after the training program, very few actually did. Some said they tried to do them but could not find time. Others said that they followed the consultant's guidelines, but they did not see any improvement. Some said it continued to be a stressful experience for them and the insurance sales associates, so they decided to stop doing them.
One year later, performance appraisals were still a rare occurrence at ICW. Furthermore, many of the insurance sales associates were not practising the new insurance sales model and, as a result, performance was inconsistent throughout ICW and often unsatisfactory.
Now, they hired you as the new external trainer to design and deliver a new "Performance Management" training program that will enable ICW meet the strategic objectives and goals.
Assignment Questions:
Write an academic paper (as per the instructions below) that will explain how you, as the new external trainer, will strategically plan, design and deliver a new "Performance Management" training program that will enable ICW meet the strategic objectives and goals stated in the case.
Important notes:
- Designing a new performance management process is not required or needed in this assignment. Assume that the training will be focused on the existing performance management process.
- Details about the training content are not required. When it comes to the training content keep it high level, no details.
Explain and justify the reasoning behind your suggested strategies and plans using academic research, the course concepts, case facts and critical thinking.
Assignment Instructions:
- You can make any appropriate assumptions about the Insurance Canada West company that will help you complete your research and assignment.
- This assignment is to be done individually. Carefully read the scenario above and write a 1,400-1,600 -word research report In MS Word, double spaced, 12-point font, APA standards.
- Your case analysis must include a minimum of 7 external academic resources.