PERFORMANCE MANAGEMENT
INTRODUCTION
● To ensure - good performance - overall system - components - operate efficiently +
effectively.
● Business - system - internal performance or lack thereof - impact on overall competitive
advantage - market + macro environ.
● Continuous quality monitoring + improvement - encouraged - org.
○ Quality control - pro]iority process + not just in manufacturing.
○ Aim - do it right the first time, every time -TQM.
● Advantages - QC:
○ Improved profitability - less time + money spent - correcting something.
○ Encourage workers - deliver good quality products + services - basis for
remuneration.
■ Improve morale + reduce staff turnover.
○ Wholesalers + retailers - fewer complaints + comebacks - higher turnover.
○ Problems - quality issues - opp for improvement.
QUALITY IMPROVEMENT
● Quality improvement - not only production function.
● SA eco - strong focus - tourism - quality in service industry - equally important.
● Intangible product - customers’ perception of quality - most important.
● Customer’s first impression - quality of service - responsiveness + willingness - staff -
assist.
● Customers - reliability.
● Customer service - empathy - ensure positive quality perception - mind of customer.
● Service org - value-driven leadership - ensure quality of service - exceed expectations.
● Deliver outstanding service - core values of business - excellence through innovation,
teamwork, respect + integrity.
○ These values - incorporated in org culture - form part of employee beh -
outperform other service undertakings.
SANJANA VINOD
, PERFORMANCE WILL IMPACT THE SUCCESS OR FAILURE
● Businesses experience rev change - market driven.
● Urgency + shorter response times - bridge performance gaps.
● Gap - result of changes - internal + external environ + success - depend - how changes -
dealt with.
● Strategic planning - originates @ top management - implementation - strategy - delegated
- middle + lower management.
○ Poor strategic planning + poor implementation - contribute - lack of performance
- business environ.
General Management:
● Planning - management tool.
● poor/insufficient sp @ top management- fail to provide - sense of direction.
● No support - implementation of sp - once delegated / lower level management or
employees - not buying into plan - failure.
● Planning - future but focus - too future-orientated - current realities - overlooked.
○ Aimed @ future objectives but - flexible + adaptable - current realities.
● Plan - accurate + objective - all alternatives considered.
● Planning - realistic + economical.
● Effective method - comm - inform supervisors + workers - plans.
● Timing - important - planning + executing & contingency plans.
● KISS principle - used when planning.
● Plan - useless without - ‘how’ part of it + only ‘what’ part.
Human Resources:
● HR function - training + coaching - assist other func managers - create atmosphere -
conducive - continuous quality improvement.
● HR Roles-
○ 1st - organise training progs - all func managers + employees - understand -
improving quality - not only prod depart but - all employees.
○ SDA ensures - business world - involved - develop + upgrading - workforce skills
+ learning.
○ Develop + implement org structure - promote goals.
○ HR - ensure - efficient feedback mechanism - like performance appraisals.
SANJANA VINOD
INTRODUCTION
● To ensure - good performance - overall system - components - operate efficiently +
effectively.
● Business - system - internal performance or lack thereof - impact on overall competitive
advantage - market + macro environ.
● Continuous quality monitoring + improvement - encouraged - org.
○ Quality control - pro]iority process + not just in manufacturing.
○ Aim - do it right the first time, every time -TQM.
● Advantages - QC:
○ Improved profitability - less time + money spent - correcting something.
○ Encourage workers - deliver good quality products + services - basis for
remuneration.
■ Improve morale + reduce staff turnover.
○ Wholesalers + retailers - fewer complaints + comebacks - higher turnover.
○ Problems - quality issues - opp for improvement.
QUALITY IMPROVEMENT
● Quality improvement - not only production function.
● SA eco - strong focus - tourism - quality in service industry - equally important.
● Intangible product - customers’ perception of quality - most important.
● Customer’s first impression - quality of service - responsiveness + willingness - staff -
assist.
● Customers - reliability.
● Customer service - empathy - ensure positive quality perception - mind of customer.
● Service org - value-driven leadership - ensure quality of service - exceed expectations.
● Deliver outstanding service - core values of business - excellence through innovation,
teamwork, respect + integrity.
○ These values - incorporated in org culture - form part of employee beh -
outperform other service undertakings.
SANJANA VINOD
, PERFORMANCE WILL IMPACT THE SUCCESS OR FAILURE
● Businesses experience rev change - market driven.
● Urgency + shorter response times - bridge performance gaps.
● Gap - result of changes - internal + external environ + success - depend - how changes -
dealt with.
● Strategic planning - originates @ top management - implementation - strategy - delegated
- middle + lower management.
○ Poor strategic planning + poor implementation - contribute - lack of performance
- business environ.
General Management:
● Planning - management tool.
● poor/insufficient sp @ top management- fail to provide - sense of direction.
● No support - implementation of sp - once delegated / lower level management or
employees - not buying into plan - failure.
● Planning - future but focus - too future-orientated - current realities - overlooked.
○ Aimed @ future objectives but - flexible + adaptable - current realities.
● Plan - accurate + objective - all alternatives considered.
● Planning - realistic + economical.
● Effective method - comm - inform supervisors + workers - plans.
● Timing - important - planning + executing & contingency plans.
● KISS principle - used when planning.
● Plan - useless without - ‘how’ part of it + only ‘what’ part.
Human Resources:
● HR function - training + coaching - assist other func managers - create atmosphere -
conducive - continuous quality improvement.
● HR Roles-
○ 1st - organise training progs - all func managers + employees - understand -
improving quality - not only prod depart but - all employees.
○ SDA ensures - business world - involved - develop + upgrading - workforce skills
+ learning.
○ Develop + implement org structure - promote goals.
○ HR - ensure - efficient feedback mechanism - like performance appraisals.
SANJANA VINOD
