two projectsThere will be two projects for the course. For each, you can choose between a variety of computational physics options or a creative physics teaching option.Option 1: Computational PhysicsKinematics and Gravitation (pick one):Oscillators (pick one):
Assessment 2 – Project Cover Sheet (40%)
Course Name
Performance Management
Faculty Name
Bistra Boukareva
Project Title
Assessment 2A/2B Performance Management – Group Project – 40%
Due Date
Written Report – week 12 Individual Presentation and Defense – week 13
Section
Date Submitted
Student Name
Group / see below
Student ID
See below
Declaration: No part of this assignment has been copied from another source, (not from another group or student, an internet source or a book) When another person’s words are used, this is shown in the text with “…” and referenced. No part of this assignment has been written for me by any other person. We have a copy of this assignment that I can produce if the first copy is lost or damaged.Names and Signatures :Name 1……………………………………………………… Signature …………………………………Name 2……………………………………………………… Signature …………………………………Name 3……………………………………………………… Signature …………………………………Name 4……………………………………………………… Signature …………………………………Name 5……………………………………………………… Signature …………………………………N.B. The marker may choose not to mark this assignment if the above declaration is not signed.If the declaration is found to be false, appropriate action will be taken. Plagiarism is copying and handing in someone’s work as your own. Any student found guilty of this type of cheating will be dismissed from the college.
Received By……………………………………………… Date …………………………
Assignment Instructions:
The final grade awarded will be based on the TWO tasks:
PART A – Group Report, project report of 1200 words excluding references and appendix ( worth 20% of the overall score)
PART B- Individual Presentation/Defense (worth 20% of the overall score)
Please carefully provide information for both PART A and PART B of this assignment.
Learning Outcome
CLO 3- Assess the design and implementation of traditional and online performance management systems.CLO 4- Evaluate the effectiveness of interventions, rewards and incentives to improve performance.
PART A- Group Report, project report of 1200 words excluding references and appendix (worth 20% of overall marks)
You are required to work in a group of 4 students to complete this group research report.
The Task
Conduct a phone interview with HR manager (if possible), or collect information via emails, if you have not yet met the HR Manager in person.
You are required to address the following areas:
Define the company and provide a detailed background to your research report.
Discuss the performance management process currently in place at the company.
Assess the effectiveness of the design and utilization of the performance management system used in the company in relation to the information provided to the management and to employee satisfaction.
Identify and analyze the role of the performance evaluation methods used by the company in employee engagement process.
Analyse the impact of the unintentional rating errors on the effectiveness of the performance management system with at least three examples.
Discuss steps for effective performance review meetings.
Identify and analyse key issues relating to the causes of poor performance across all levels of the company, including organizational and employee factors, task and employment conditions.
Explain the methods used to reward team and individual performance at the company.
Analyze the advantages and disadvantages of the reward systems at all hierarchy levels of the company.
Propose a strategic plan to overcome the performance management problems at the company.
Please submit your work using APA referencing style. Information on referencing can be found here: https://owl.english.purdue.edu/owl/resource/560/01/
Expectations of the Team:
Teams consist of 4 members.
You must research a company NOT chosen by another team in your class.
Deadline to clarify team names / chosen company
Submission of the Report on Safe Assign is week 12
Submission of the hard copy of PPTs is week 13
Presentation slides will be no more than 12 slides maximum.
Group presentation duration will be between 10 min and 12 min
The team will decide fairly the allocated presentation speaking times per team member. All team members must present.
You must submit a bibliography of external resources that you use in the presentation slides.
The timetable for presentations will be given to you by your teacher.
Use concise and correct English vocabulary and grammar.
All answers have to be backed-up by evidence from your research, any sections not backed up and referenced (APA) properly will not be accepted.
Follow the attached marking scheme to complete all sections of the report.
Plagiarism
Students must submit their own works as assignments, and they cannot submit anybody’s ideas into their work as their own. Direct reference must be made for every paragraph, even if it is only a summary of ideas from somewhere else. By using improper referencing Students commit plagiarism, i.e. submitting somebody else’s work as their own, and face the possibility of immediate dismissal from DWC and all HCT colleges. Projects must only be submitted electronically, and they must have a report attached to them from the SafeAssign plagiarism checking software.
Please learn how to use SafeAssign, and printed projects are not accepted in the Business Department
Presenting somebody else’s work as your own work is a serious academic offence and may results in immediate dismissal from DWC, HCT, and all Federal Universities.
If you are unsure, please ask your teacher about plagiarism and correct academic referencing before submitting your work
Student Names: ____________________ _________________________________________________________________________________________________ PART A – GROUP REPORT ( 20% of overall mark)
Marks Available
0 – 5.9 Not addressed
6.0 – 6.4 Minimal reference or incomplete coverage
6.5 – 7.4 Basic reference or coverage
7.5 – 8.4 Full coverage with application
8.5 -10 Comprehensive coverage with application justified
Marks Awarded
INTRODUCTION: (10 marks)
Define the company and provide a detailed background to your research report Discuss the Performance Management processes currently in place in the company
5
5
ISSUES: (80 marks)
Assess the design and utilization of the performance management system(s) used in the company in relation to the information provided to the management and to employee satisfaction.
10
Identify and analyze the role of the performance evaluation methods used in the company in employee engagement process.
10
Analyse the impact of the unintentional rating errors on the effectiveness of the performance management system with at least three examples.
10
Discuss steps for effective performance review meetings.
10
Identify and analyse key issues relating to the causes of poor performance across all levels of the company, including organizational and employee factors, task and employment conditions.
10
Explain the methods used to reward team and individual performance at the company.
10
Analyze the advantages and disadvantages of the reward systems at all hierarchy levels of the company.
10
Propose a strategic plan to overcome the performance management problems at the company.
10
REPORT PRESENTATION: (10 marks)
Structure and Format: Paper is professionally formatted using the HCT guidelines with all of the requirements met; Font size 121.5 line spacingHeadings and sub-headingsTitles on all chartsReferences pageAppendices English Language: Uses formal writing, logical flow and appropriate vocabulary. APA Style and SafeAssign: Fully accurate APA formatting used including in-text citations. Safe Assign not more than 10%
4 3 3
ASSESSOR: DATE: TOTAL MARKS OUT OF 100%
PART B – PRESENTATION AND INDIVIDUAL DEFENSE (20 %)
Student Names:
OVERALL PRESENTATION: (10 marks)
GROUP PRESENTATION
Marks Available
0 – 5.9 Not addressed
6.0 – 6.4 Minimal reference or incomplete coverage
6.5 – 7.4 Basic reference or coverage
7.5 – 8.4 Full coverage with application
8.5 -10 Comprehensive coverage with application justified
Marks Awarded
Understanding: did the team understand and properly analyze their chosen company? Were key concepts summarized? Preparation and Slides : Did the presentation flow well & did the team rely on notes? Structure, layout and professionalism of the presentation report. Did slides support the delivery? Was there too little or too much information? Where there grammar mistakes? Research: did the team use wide range of external resources to support analysis of project. Time: Must be within 12 min – 15 min Speaking effective English Spelling, punctuation, grammar and presentation skills are of the highest caliber. Students have effective use of pitch, pace, volume and humor to make an engaging and compelling presentation.
2 2 2 2 2
INDIVIDUAL DEFENSE (90 MARKS)
Student Name: ___________________________________________________
Question 1
15
Question 2
15
Question 3
15
Question 4
15
Question 5
15
Question 6
15
Assessor:
Date:
TOTAL MARKS OUT OF 100:
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mso-level-number-position:right; text-indent:-9.0pt;} @list l3:level4 {mso-level-tab-stop:none; mso-level-number-position:left; text-indent:-.25in;} @list l3:level5 {mso-level-number-format:alpha-lower; mso-level-tab-stop:none; mso-level-number-position:left; text-indent:-.25in;} @list l3:level6 {mso-level-number-format:roman-lower; mso-level-tab-stop:none; mso-level-number-position:right; text-indent:-9.0pt;} @list l3:level7 {mso-level-tab-stop:none; mso-level-number-position:left; text-indent:-.25in;} @list l3:level8 {mso-level-number-format:alpha-lower; mso-level-tab-stop:none; mso-level-number-position:left; text-indent:-.25in;} @list l3:level9 {mso-level-number-format:roman-lower; mso-level-tab-stop:none; mso-level-number-position:right; text-indent:-9.0pt;} ol {margin-bottom:0in;} ul {margin-bottom:0in;} –> Recruitment & Selection Group Project Content: IntroductionJob DescriptionJob Specification· The rationality of job specification itemsInterview QuestionsSelection toolsInterview resultsHiring decision Introduction:The objective of the project is to recruit and select a customer services manager that will fit perfectly in our ABC bank. As we are employees in the Human Resources department, we identified the job description and the job requirements of customer services manager that will make us figure if the candidate is suitable or not. Also, we applied a selection tool and conducted an interview with the candidate. Our goal is to find an experienced customer services manager that can handle difficult situations positively, have leadership skills, and achieve customer satisfaction because we have very important clients in our bank. Job description:A customer service manager is the one who make sure that the customers of the company are satisfied with the services they receive. It should be noted that their role is to provide excellent customer service by motivating and leading the customer service employees, developing loyalty programs, and achieving customer satisfaction goals. As well as that, their duties and responsibilities are supervise daily operations in the customer services department, respond to customer service issues and problems, create effective customer service processes and policies, develop customer satisfaction goals and coordinate with the team, apply an effective customer loyalty program, prepare detailed reports, employ and train new customer service employees, managing the financial plan of the customer service department, and lastly stay updated on the latest customer services industry techniques and methods. To clarify, this list of duties and responsibilities is the perfect to achieve customer services satisfaction as it will prove the manager’s interpersonal skills and leadership skills. Job Specification:Job specification of customer service manager can clearly describe the tasks, duties, and KSAOs of the manager that represent the bank to the customers in a courteous, prompt and professional manner as well as ensure that statutory controls, rules and regulations are strictly adhered to. However, the academic qualification can lead the manager to have a better control over the branch. For instance, the manager should have the ability to ensure overall that the branch initiates prompt and accurate execution of customer service request, customers are comfortable and zero tolerance to customer complaints. Furthermore, the manager must guarantee that cash for Till & ATM are handled as per the laid down process & procedures as well as cash differences are reported and recovery is affected on time. Furthermore, CCSM ( Certified Customer Service Manager) is one of the manager certificate that helped to developed a professional management qualifications for customer service leadership roles and provide graduates with an accredited professional qualification in Customer Service Management. In addition, the major competencies are assists in the selection of new personnel as appropriate. As well as organizes, schedule and distributes work among assigned personnel and ensures proper branch. Also, the manager should motive staff for better performance and create an atmosphere in which upward communication from employees are motivated. Moreover, ensure staff commitments, moral, interaction is high. Also, the manager should have a good communication skills to comunicate with the customers. However, Nora is having 13 years of experience in the customer service filed. · The rationality of job specification items: Customer service manager career widely requires Practice Management by Walking Around (MBWA) which is continuously guide your staff to do better and achieve their maximum output, Brief bank staff of all bank Manual amendments of the procedure, process and subsequent issuance of circulars and ensures that the branch office is properly staffed and that the staff is trained in all aspects. Interview Questions:Behavioral:1- Tell me about a time you faced a conflict while working on a team. How did you handle the situation?I always try to avoid conflicts, but I faced a conflict with one of my team members while doing a task, she disagreed my idea so I asked about her some questions to understand her perspective. Then I compared between our ideas to do the best.2- Tell me about a time you failed. How did you manage the situation?I was assigned to do a big project, and I told my manager that I’m going to finish it in 2 weeks. But the project was big and I face some difficulties so I finished the project in 3 weeks. My manager was upset because I promise something and I didn’t deliver. This situation gave me an experience about time expectation. In the next project I told the manager that I will need 4 weeks to finish it, and I finalized it in 3 weeks, the manager was happy because I finished it before the agreed time. 3- Tell me about a time you handled a situation. How?I was working with my team on a project, then we knew that the deadline for completion of the project had been cut significantly. This mean that we have five days only to complete the project successfully. I handled the situation by being positive, putting more effort and extra hours and also by motivating my team members to do the same.4- Tell me about a time you were in a busy period, and you have a task to do alone. How did you deal with that?I started by dividing my time and organizing the tasks from the most important to the least. This help me to achieve all the tasks easily and successfully. 5- Give me an example of setting goals. How did you achieve those goals?I set some goals to achieve them in a year, so I divided the goals like in each goal should be done in 3 months. One of those goals is developing my communication skills, I started joining courses and reading books about good communication skills. I achieved this goal in 2 months successfully, and my skills now are much better than before. Situational:1- What would you do if you disagreed with someone at work?I would talk to him privately to offer an alternative suggestion, and explain to him politely the reasons why I disagreed with him, because I think that its good to say if you disagree with something when putting the need of the organization first.2- What would you do if you faced an aggressive customer?I would listen to him and smile to calm him down, and then try to solve his problem and make him satisfied and happy. 3- What would you do if your manager assigned you a task you’ve never done before?I would be happy because I like to do and try new things. And if I had any difficulty I would ask my manager, and show him my progress step by step to know if I have any issues or not, so I be more confident about my work.4- In your opinion, what are the top three skills that everyone works in customer service should succeed?I believe the top three skills are 1)commitment which is essential ( a manager of customer services need to be committed to working hard to improve and resolve problems and also to be a positive role model for the organization), 2) patience (patience is required because being manager of customer service can be challenging especially when dealing with difficult and aggressive customers), and 3) effective communication skills ( The quality of the communication is very necessary to improve the customer services experience). There are also so many other skills needed such as flexibility and also an ability to work under stress and pressure.5- What do you think the most motivators that motivate employees? ( in your perspective).In my perspective, what motivates employees or what motivate me is doing a great job for my employer, continually improving my role and also feeling that I’m adding value to the organization I’m working for. Selection tools:There are many useful tools that help the managers to see whether the candidate is capable of the job or not. We have learned and studied various types of selection tools, the one that we used in our selection process is the interview. The Personality test is also can be used for this job ( customer service manager), this test may show 75% of the candidate’s personality. Moreover, we can use the Psychomotor ability test; this test measures the reaction time of the candidates, also it shows the multitasking abilities, which is needed for a customer service manager. The emotional intelligence test is helpful too because a customer service manager faces different types of people with different personalities and various emotions, so the candidate should have the ability of controlling emotions and understanding other’s emotions and feelings. The Situational judgment test is another tool that can be used. This test places the applicants in hypothetical, job-related situations. So they get experience in the job they are going to do, and also to know how the candidates would perform and deal with clients. Interview Results:We interviewed Noora, a previous customer service manager in The National Bank of Umm Al Quwain. We selected her because she’s an experienced customer services manager, she has an outstanding role in managing and motivating the team, customers are always satisfied with the services they receive from her and her team, and her KSAO’s are matching the job description and job specifications. Noora was pleased to answer our questions, she answered us clearly and honestly when we asked her about failures she faced in the workplace and how she managed to overtake and fix the situation. Therefore, we figured out that Noora always handle the situations positively even when they face unexpected events, like the situation she mentioned when the deadline of completing the project had been cut significantly, she motivated them and managed to complete the project on time successfully. Moreover, we liked that Noora is wise when it comes to disagreements with another party in work, she offers an alternative suggestions with an explanation of the reasons why she disagreed and she believes that the organization’s need always comes first which is an important point that have impressed us. Furthermore, we liked how she have a positive personality and her motivator is the feeling that she always wants to improve her role and add value to the organization that she is working for. Hiring Decision:After we interviewed Noora, we decided that she is the best-suited candidate for this job because she already has a background on how to organize and manage the customer service department. 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