Performance Management System

Proposal by Alexandria Brown

Meridian Auto Partsestablished 1988

Purpose: This proposal serves to identify the needs of, and implement, a full-cycle performance management system at Meridian Auto Parts. I will incorporate a structured performance review form and SMART goal checklist, provide the organization with a guideline for time-tabling employee performance reviews (both formal and informal), coach managers how to professionally conduct employee performance reviews, advise both managers and employees how to analyze the data from customer service satisfaction surveys and how coach to to goal-setting for employee improvement based on the outcomes of performance reviews.

Project Assessment

This Performance Management System will integrate the organization’s current mission, vision, and core values with raising the standards for employee performance. The goal of creating and implementing a Performance Management System for the Sales/Customer Service department is to improve customer service ratings of the total customer service experience (where a rating of 90-100% satisfaction is the target customer service rating).

This project will be assessed by collecting data from customer service feedback surveys completed by customers once they have received and installed their product(s). The project assessment will be conducted over a 15 month period, with customer survey forms reviewed and the data collected documented and reviewed with each customer service representative every 60 days.

Based on the survey results, customer service representatives will set specific goals (under the advisement of their direct report) related to how they will improve their customer service rating score before the next review period. If the customer service representative is meeting the customer service rating scores of 90-100%, they will set goals for the next review period to continue to meet or exceed their customer service rating scores.

Topic Points

To effectively implement a full-cycle performance management system, I will coach senior managers and department supervisors on seven (7) key concepts:

Company Philosophy and Guideline Principles

Performance Planning

Ongoing Performance Communication

Data Gathering and Documentation

Performance Appraisal Process

Performance Diagnosis and Coaching

Performance Goal Setting

Engaging managers

Managers will be coached on how to review performance data, how to document that data, how to share the results of employee performance with the employee, how to engage employees in the performance management system, and how to help employees set SMART (Specific, Measurable, Attainable, Realistic, and Time specific) goals for performance improvement. All of these tasks will be accomplished within a 15 month period.

Managers will be advised on how to engage employees in the performance management system, how to ensure that performance reviews are conducted within the time-tables set up in this proposal, and to maintain a ‘checks and balances’ system by reviewing both the managers reviews and the employees feedback on the results of their performance management review.

Proposed Timeline and Metrics (0-3months)

The Customer Service/Sales Performance Management System will be created and implemented into the organization within six months of this proposal review. Within 15 months of the implement performance management system, managers will be responsible for piloting and monitoring the program’s success autonomously. During the first three (3) months of the process, I will complete the following tasks for the organization:

a) Write a formal sales/customer service performance appraisal form

b) Coach managers how to collect data on customer satisfaction from the organization’s

different sales channels

c) Coach managers how to analyze and document customer service satisfaction ratings from

the customer service surveys (metrics)

d) Coach managers how to fill out performance appraisals and communicate the results of the

appraisals to the employees in a professional manner

e) Coach Senior Managers to communicate the importance of the Performance Management

System with both the Sales/Customer Service Managers and the Sales/Customer Service

Representatives

Propsed Timeline and Metrics (0-3 months

cont’d)

a) Coach managers and employees on SMART goal setting based on the data collected from the

customer service surveys and the review of performance appraisals.

b) Ensure that review processes are following the performance management timeline set by the

Senior Managers

6-15 month PMS Implementation

During the 6-15 month period following the Performance Management Systems coaching sessions:

a) Managers will collect and record data (i.e. customer service survey data/scores) from ALL sales/customer service reps every Monday

b) Every other Friday, managers will take a ten (10) minute meeting with each sales/customer

service representative to review the customer service survey data scores

c) At the beginning of each quarter (January, April, July, October) a review the previous

quarter’s collected survey data will be reviewed for each employee and a brief meeting (no

more than thirty [30] minutes) will be conducted in which the managers will review

customer satisfaction rating results with the employee and set two (2) SMART goals to

increasing the employees’ ratings for the next quarter. (All of this information will be

recorded to review during the next quarter)

d) At the end of four (4) quarters, a formal review of the employee’s performance over a 12

month period will be conducted and communicated to the employee. Upon the conclusion of

the performance appraisal review, employees and managers will set goals for continuing

employee performance for the next 12 month period and employees will sign off on their

appraisal forms.

12-15 month implementation

At the end of the 15 month period, I will review all of the previous quarter’s employee review appraisals forms with managers and assess if:

1) customer service satisfaction surveys have increased to the 90-100% satisfaction level that is now the organization’s standard,

2) identify which employees are not meeting the organization’s customer service satisfaction

levels,

3) discuss improvement for those employees not meeting the organization’s standards for

improvement and plan out a Performance Improvement Plan.

Client Communication

I will email direct managers every two weeks before they review the customer satisfaction survey reviews with their employees to touch base on the results and get their feedback on which employees are underperforming.

I will coach managers through how to present customer service satisfaction survey information to the employees and also suggest some pointers for continued SMART goal planning. Before managers write up their formal employee appraisal reviews, I will go over the forms with the managers.

I will also be available via phone or in-person to meet with managers two (2) full days a month to go over specific problems or questions that arise from the performance management system.

Once a month (during the first six month period of this project) I will send out company emails about the importance of organizational engagement in performance improvement. I will advise managers to email me with any questions about the process or to share their success/failure stories with me.

Wrap up...Meridian Auto Parts doe not currently have a Performance Management System process in place. I believe that with the huge increase in employees hired within the past 12 months (our organization has doubled in size), it is imperative to start tracking employee performance to make sure that all employees are aiding in the overall organizational key strategic goals. I believe that implementing the proposed Performance Management System, we can track employee success, development employee performance and aid in the satisfaction of our clients.