CARTER CLEANING COMPANY

THE PERFORMANCE APPRAISAL

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TerenceRihajSalimManishka

Case Details

Problem?

No formal evaluation of employee’s performance for all these years

Reasons?

• Jack has many other priorities (boosting sales, lowering cost etc.)

• Staff turnover (employees not staying long enough to be appraisable)

Solution?

Use more formal appraisal approach

What should be included?

Manual Workers

Include criteria such as

QualityQuantityAttendancePunctuality

Managers

Include a list of quality standards for matters such as

Store cleanlinessEfficiencySafetyAdherence to budget

Question 1

Is Jennifer right about the need to evaluate the workers formally? The managers? Why or why not?

Yes Jennifer is right, there is a need to evaluate the employees and the managers formally

Why?

Through formal performance appraisal, manager and workers will know

Scope of appraisal

Translate the employer’s goals into specific employees’ goals (Manager and workers’ goals aligned with Carter cleaning company’s goal)

Guidelines of appraisal

Standards of performance

Managers

Include a list of quality standards for matters such as

Store cleanlinessEfficiencySafetyAdherence to budget

Manual Workers

Include criteria such as

QualityQuantityAttendancePunctuality

Action to be taken related to appraisal result.

Manager and workers will have an appointment for developing a plan for correcting any deficiencies.

To reinforce the things that managers or workers do correctly.

Action to be taken to appraisal result :-

Positive Feedback – promotion or increase in salary.

Negative Feedback – Need training and counseling.

Question 2

Develop a performance appraisal method for the workers and store managers in each store

Performance appraisal method for the workers

For an effective appraisal method -

We need to

Measure the work outputBase our appraisal on actual job duties

Appraiser – Store manager

Feedback – Given by the store manager

Graphical Scales

Provides the appraiser with easily interpretable data

The preferred traits are listed with a range of performance.

In this example, what are the preferred traits?

QualityQuantityAttendance punctuality

Graphical Scales - Example

  Excellent“the Worker performs with highest motivation and dedication”

Very Good“Very Good performance, but no extra”

Satisfying“the Worker performs his work, but not at his best”

Bad“The worker fails to perform well, intentionally or unintentionally

Very bad“The worker performs intentionally bad, and decreases quality”

Quality“in terms of quality, is his work output satisfying customers?”

         

Quantity“in terms of quantity, does he work efficiently, or just wastes time wandering around”

         

Attendance“in terms of attendance, is the worker always attending work?”

         

Punctuality“in terms of punctuality, is the worker on time?”

         

Performance appraisal method for the store managers

For an effective appraisal method?

We need to

Measure the objective achievementsBase our appraisal on actual job duties

Appraiser – Jennifer or other directors

Feedback – Given by Jennifer or other directors

Management by Objectives (MBO)

Provides the appraiser with deeper goal setting of the organization

Organizational-wide goals are better measurable using MBO, especially for shop managers.

In this example

Carter Cleaning Company branch-wide goals:

Quality in terms of cleanlinessQuality in terms of work safetyQuality in terms of work efficiencyQuality in terms of financial management

• As there is no departments, the goals are discussed within the framework of branches.

• All branches have the same structure, hence the expected results would be the same for the job description of the store managers.

Management by Objectives (MBO)

Example

Graphical Scales

In this example, quality standards are -

EfficiencyCleanlinessSafetyAdherence to budget

  Progress Rating of success and effectiveness

Objective 1:Safety: In Terms of Safety, how has the manager performed in applying TQM in terms of Safety in the work area?

  Outstanding Dissatisfying

Objective 2:Cleanliness: In terms of 5 s of operation in the shop, how has the manager performed to maintain neat and clean work area?

   

Objective 3: Efficiency: In Terms of Efficiency , how has the manager performed to reduce unnecessary costs?

   

Objective 4:Adherence to budget: In Terms of Budgeting, how has the manager performed to maintain financial balancing fit?

   

with lower consideration