Chapter 11
Performance Management
Introduction
● Performance management is to ensure the good performance of the overall system,
the components in the system, operate, e ciently, and e ectively
● Some of the advantages of quality control are…
1. Improve profitability as less time and money are wasted on correcting errors
2. Help to encourage workers to deliver good quality products, and may serve as a
basis for remuneration decisions, intern, this will improve morale and reduce sta
turnover
3. Distributors, such as wholesalers and retailers will have fewer complaints and
comebacks, creating a win-win situation for all
4. Problems relating to quality issues should be seen as an opportunity for
improvement
, Quality improvement
● When dealing with a service which is intangible rather than the physical product,
the customers, perception of quality is of the utmost importance
● The customer's first impression of the quality is often based on the responsiveness
or willingness of sta to assist
● Customers expect reliability, customer service should embrace an attitude of
empathy
● Regardless of the service method, the physical component should also be present as
well, for example, a hairdresser still should use good quality shampoo.
The performance in the business will impact on the success or failure of the business
We live in times were business experience, revolutionary change that is market driven, this
requires urgency and shorter response times to bridge any performance gap
Performance gap = desired performance - actual performance
● May be a result of change in the internal and external environment
● The success of the business will depend upon how these changes or dealt with
● Strategic planning a top management, while the implementation of it is delegate it
down to middle and lower management
● Poor planning, as well as port implementation, will both contribute to the lack of
performance in the business environment
● In order to evaluate the overall performance in this organization, we will start by
looking at the individual departments or functions in the business…
, General management
● Planning is a Management Tool
● Poor strategic, planning, a top management could failed to provide the business
with a sense of direction
● No support for the implementation of plan once delegated will doom the plan
● This could be improved by ensuring that the plan is in writing, and that there’s a
Common understanding of what is to be achieved
● Although planning is dungeon, sure, the business as well prepared for the future
focus is on current realities that can be overlooked
● It is aimed at setting up future objectives
● Plan should be accurate and objective
● Planning should be realistic and economical
● There should be an e ective method of communication
● Timing is important when planning and also executing the plan
● There should be contingency plans like plan a and Plan B
● Keep it simple
● A plan is useless without the how component to implement it
Performance Management
Introduction
● Performance management is to ensure the good performance of the overall system,
the components in the system, operate, e ciently, and e ectively
● Some of the advantages of quality control are…
1. Improve profitability as less time and money are wasted on correcting errors
2. Help to encourage workers to deliver good quality products, and may serve as a
basis for remuneration decisions, intern, this will improve morale and reduce sta
turnover
3. Distributors, such as wholesalers and retailers will have fewer complaints and
comebacks, creating a win-win situation for all
4. Problems relating to quality issues should be seen as an opportunity for
improvement
, Quality improvement
● When dealing with a service which is intangible rather than the physical product,
the customers, perception of quality is of the utmost importance
● The customer's first impression of the quality is often based on the responsiveness
or willingness of sta to assist
● Customers expect reliability, customer service should embrace an attitude of
empathy
● Regardless of the service method, the physical component should also be present as
well, for example, a hairdresser still should use good quality shampoo.
The performance in the business will impact on the success or failure of the business
We live in times were business experience, revolutionary change that is market driven, this
requires urgency and shorter response times to bridge any performance gap
Performance gap = desired performance - actual performance
● May be a result of change in the internal and external environment
● The success of the business will depend upon how these changes or dealt with
● Strategic planning a top management, while the implementation of it is delegate it
down to middle and lower management
● Poor planning, as well as port implementation, will both contribute to the lack of
performance in the business environment
● In order to evaluate the overall performance in this organization, we will start by
looking at the individual departments or functions in the business…
, General management
● Planning is a Management Tool
● Poor strategic, planning, a top management could failed to provide the business
with a sense of direction
● No support for the implementation of plan once delegated will doom the plan
● This could be improved by ensuring that the plan is in writing, and that there’s a
Common understanding of what is to be achieved
● Although planning is dungeon, sure, the business as well prepared for the future
focus is on current realities that can be overlooked
● It is aimed at setting up future objectives
● Plan should be accurate and objective
● Planning should be realistic and economical
● There should be an e ective method of communication
● Timing is important when planning and also executing the plan
● There should be contingency plans like plan a and Plan B
● Keep it simple
● A plan is useless without the how component to implement it
