Reference no: EM133179781

BSBMGT502 Manage People Performance

Assessment Task

You are required to answer all of the following questions in your own time. This assessment task is to provide you with the knowledge of KPIs, importance of measuring performance, legislation, performance management, staff development and maintaining discipline at the work place.
You are required to answer all questions correctly. If incorrect answers are provided, your assessor will identify the gaps in your knowledge and understanding and make arrangements for reassessment.

Question 1: What is performance? Explain performance measurement systems utilized within the organization you are familiar with? (word limit minimum 150 to 200)

Question 2: KPIs (word limit minimum 150 to 200)
You are a manager of a new call centre team. Design three Key Performance Indicators (KPIs) that the team must meet or exceed monthly.
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 on to roadside patrol team who travel to the troubled spot to solve the problem of a broken-down car.
Consultants must answer all phone calls 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 verify any information given before proceeding to send customer requests to Roadside Operators.

Question 3: Describe the role of awards and certified agreements in managing employee performance, give some examples?(word limit minimum 150 to 200)

Question 4: Explain unlawful dismissal rules and due process?(word limit minimum 150 to 200)

Question 5: List three legislation that are related to performance management?
(word limit minimum 150 to 200)

Question 6: Describe staff development options and information?(word limit minimum 150 to 200)

Question 7: Case Study 1

You are managing ‘Mike' who was recently promoted to the role of the team supervisor. Absenteeism has been a serious issue for Mike's new team and you encouraged him to conduct
Weekly meetings to keep on top of this difficult situation.

In your third monthly review of Mike's team performance you are pleased to see that staff absenteeism has dropped by approximately 14%.

Your manager calls you into his office and indicates that you have done a great job with the team. You need to call Mike in and give him some positive feedback on his performance.

What steps would you take to provide positive feedback to Mike?(word limit minimum 150 to 200)

Question 8: Case study 2
Louise is working on an important project on product quality control. Louise missed a project deadline and the whole project now is behind schedule by a week. This is the third time in a month that Louise has missed a deadline.
Louise is a new graduate and has been working on the project for the past two years as part of her post graduate study. Louise has had problems with time keeping in the past and has received one written warning already.
As her manager, you have been monitoring Louise's performance over the past month and having lots of informal chats with her about the project and her progress. She has made several improvements regarding her time keeping skills and communicating with project managers regarding her progress in line with your coaching.
However, by pushing the project out further, product testing has been delayed by a month because the project Louise is working on is vital to product testing
The company had made a commitment to its client that product testing would start two weeks ago. Your client has just contacted you regarding the status of product testing. You inform the client that the testing has not started, however you have identified the critical factor.
You email Louise to set up a meeting for later this afternoon to talk about the project she is working on. Louise arrives to the meeting on time.
What steps would you use to give constructive feedback to Louise?(word limit minimum 150 to 200)

Question 9: What are the legal consequences for managers and organizations for not keeping records of any activity surrounding performance management? (word limit minimum 150 to 200)

Question 10: How would you provide assistance to an employee who:
a) Has problems doing their job?
b) Needs to develop skills to be considered for a promotion?(word limit minimum 150 to 200)

Question 11: Nick and Tony have been fighting at work. List all the steps you would follow to discipline both employees.(word limit minimum 150 to 200)