In the quest to increase the sales, revenue and customer service within our retail store, as the Human Resource in support of the CEO’s recommendations, we believe that the implementation of a performance management system will aid in reaching our goals. To facilitate an efficient performance management system, our company is looking into ensuring that all stakeholders including employees play their roles as expected and in an efficient manner. In our view, performance management is the recognition of our personnel and the processes in which we make use of them to meet set goals. We understand that through proper performance management, our company will be in a position to improve the performance of our employees, align the workforce, build on the competencies and facilitate outstanding outcome of our business (HRcouncil.ca, n.d.).
Considering that various enterprises have varied business goals, it is then clear that the processes in which may be applied to implement a performance management system differ. In our case, some of the processes in which we shall implement include the creation of a job description for a retail sales associate, the creation of an organizational behavior modification of the same, and outlining methods for employee feedback among other processes.
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Retail Sales Associate Job Description
As mentioned earlier, one of our goals is to increase the sales of our company; therefore, some of the strategies include hiring qualified individuals who will ensure that they perform to the standards set and help the company achieve the sales quotas. On the other hand, the individuals must be in a position to significantly improve the customer service experience of our clientele purposely to stay on top of the market. Therefore, the company is ready to hire retail sales associates who are goal oriented, self-driven and possess the sales skills and include all the requirements for generating leads and closing sales.
The responsibilities assigned to the sales associate will include collaborating with our clients to find out their needs and ensure that their inquiries have been dealt with through the provision or recommendation of relevant solutions to the existing challenges. They must be in a position to facilitate customer satisfaction mainly through their performance in efficient service delivery. Finally, the sales service associate must be familiar and up-to-date with the products available in the store and collaborate in the maintenance and appearance of the shop. The individuals must be proactive and creative to come up with ways in which the business will improve on its sales among other areas.
The expected qualifications will include a minimum of two years’ experience in working as a sales representative, or a retail sales associate or related role. The individuals must be familiar with the principles of sales and the role required in ensuring that customer service is of high standards. Communication is essential. Hence they must be proficient in English, and the knowledge of any other international languages will be an additional advantage. Ability to handle demanding clients, work under pressure and avail on different working shifts is a requirement. Finally, they must have a minimum educational background of a high school degree in marketing, commerce or other related fields. A diploma, higher diploma or a Bachelor Degree in the mentioned fields will be a plus.
Organizational Behavior Modification (OBM)
Among other reasons like inflation and the economic downturn, our company has experienced a serious reduction in revenue hence the laying off of some retail sales associates. Employee turnover is costly to the company. Hence, we have to consider the modification of the organizational behavior not only to maintain employees but maximize the available resources to facilitate sales and increase in revenues and customers. In simpler terms, Organizational Behaviour Modification (OBM) is the transformation of traits within an institute either through punishments or rewards to maximize the performance. As for our company, we are strictly looking into rewarding the personnel who are productive and proactive. On the other hand, those who indulge in behaviors that cost the business sales and a good reputation will have to face some identified punishment depending on the magnitude of their wrongs. Both of these approaches are geared towards encouraging good behavior and high performance while discouraging traits that will derail the operations of the business.
Some of the organizational behaviors that we look into as a company to ensure that our goals are met in all our retail sales associates include their ability to address our customers with respect and politeness to ensure they are satisfied. To facilitate this, we will first hire individuals who portray their ability to communicate well and are in a position to handle pressure and maintain order in case of a misunderstanding both with fellow employees or customers. We intend to recognize individuals who will be in a position to resolve issues and meet client needs encouraging them to continue. The increase of our sales will mean an increase in revenues; hence retail sales associates who will contribute to the growth in sales will be allocated some commission and a percentage wage increase that is focused on boosting their productivity. While much will be required from the sales associates, the company will also ensure that our personnel undergoes various training that will enhance their performance and behavior while at work. As for the cases of indiscipline, we will focus on theories and techniques that will discourage misbehavior like first and second warnings. In the event of a repeat of the same after the warnings, depending on the issue at hand, we shall be forced to demote the individual, suspend, expel or release them from their duties. Besides the incentives allocated and disciplinary measures, it will be upon us and the customers to provide feedback on the performance of the individuals so that they stay on track with what is expected of them and improve or correct if need be.
As highlighted by Herman Aquinis (2014), Organization Behaviour Modification (OBM) will not only ensure that employees operate in a specified manner, but it encourages the quest to do better than before. On the other hand, the company will ensure that it develops a desired organizational culture that makes it stand out from other businesses. Through OBM, our business will be in a position to maximize the opportunities that will help increase our sales and rate of customers. Furthermore, our employees will focus on meeting the set goals by putting their best foot forward hence encouraging positive competition within the company.
Employee Performance Behaviour and Standards
The organizational behavior of our business is highlighted above, and as we mentioned earlier, it is our duty to ensure that all our employees understand the goals and requirements of the firm to work in-line with what is expected of them. Therefore, some of how we will measure the performance behaviors of our personnel will include the observation of their personalities through their attitudes, traits, communication and how they carry themselves. On the other hand, we shall focus on the quality of their jobs that will be exhibited by customer satisfaction and feedback. On top of all the company needs, it will be an addition to the job performance of our employees when they meet the goals of our business that includes the increase in sales, customers, and revenue. Other key aspects that we will ensure are looked into include the punctuality of the employees and leading characters that give them a signature to differentiate their performance from others (Brayfielf and Crockett, 1955).
It is also vital for employees to be aware of the company’s requirements of their performance; hence some of how we shall inform them of the set performance standards will include briefing meetings, memos, provision of feedback through highlighting their strengths and weakness while conducting random checks and monitoring.
Employee Feedback
Employee feedback is very crucial because besides giving the individuals a guideline on what they are doing right or wrong, they are also in a position to understand what is required of them and how they can pursue it. On the other hand, the company will also ensure that its personnel are on the right track to achieving the goals of the business. As the HR manager in collaboration with the team, we will make sure that the feedback given will maximize the productivity of the individual being addressed rather than demoralize them, killing their quest to try again.
The primary methods in which shall be used to provide feedback to the employees will include the use of meetings and report reviews. Through the reviews of reports, we shall be in the position to monitor the performance and progress of the employees, hence will identify areas that need improvement. To maximize effectiveness of the report reviews, we shall ensure that they are handed in on a weekly basis. The main reason is to keep track of every detail and monitor possible challenges that may arise and handle them immediately rather than waiting to deal with them at a later time. As for the personal meetings, they will be held on a monthly basis to focus on more complex roles like the sales that were made on each month and identify the growth or drop of the individual’s performance (Noe, Hollenbeck, Gerhart, & Wright, 2006).
It is evident that employee behavior is significant in the growth of business operation and on the other hand company leaders play a vital role to ensure that staff members act positively. According to Meredyth Glass (2017), group leaders can reinforce positive employee behaviors by making sure that the company expectations and vision are clarified in a reasonable and simplified manner. Clear goals and expectations encourage employees to take part in the organizational behavior and minimize the frustrations that can hinder them from performing. Moreover, it is through clear goals that employees can improve on their weak points while maintaining their strengths. Another action that can be implemented by the company leaders would be the practical use of reinforcement because various strategies yield different outcomes. Therefore, ensuring a bar or standard is set each time there is an excellent performance encourage employees to focus on the goal and create long lasting positive behavioral change in the company. Frequent rewards will facilitate repeat in a performance that may hinder authenticity in the character change hence encourages pretense that is focused on the reward rather than the change in behavior and meeting the set goal.
Legal and Ethical Issues that Impact Performance Management System
While the tactics and strategies implemented by company leaders to facilitate a performance management system is vital, it is also important to consider the legal and ethical issues that may impact the system in either way. Legal matters are those that incorporate the legislation and the requirements of the business within the constituted law. Ethical issues, on the other hand, vary with the behavioral expectations of customers, employees, and employers. Some of the legal elements that will impact the performance behavior system include the workplace safety. Legally, organizations have an obligation to ensure that their staff members are protected from any form risks and injuries that may occur while on duty. On the other hand, the performance of employees will be positively impacted when the work environment is safe for all operations expected and therefore avoiding any law suits that the company can face in-case of failure to comply. Besides the safety of the employees, companies are entitled to ensuring that staff members have days off, leaves and benefits. Inability to provide these entities, it is the rights of workers to seek legal intervention.
Finally, it is the rights of individuals to have access to any job entity or service without any form of discrimination on their race, color or disability. Ethically, while it may be appropriate for the company to monitor every operation of their staff members to ensure their performance is efficient, they may end up violating their privacy especially when all electronic devices including phones and computers are monitored or tracked (Kish-Gephart, Harrison and Treviño, 2010) . To avoid any law suits that may be based on discrimination, unfair dismissal from duty, violation of privacy or issues with income benefits, it is important for the company to ensure that all legal requirements are applied including the work ethics.
Every business is focused on the growth of its income and market base hence rely immensely on the performance of all its personnel. To ensure that there are efficiency and quality in the operations of a sales store, it begins with the hiring of individuals that possess high and outstanding qualifications. The leader’s in-charge must also ensure that a performance management system is implemented. Some of the primary elements that must be considered in the development of a performance management system include reinforcement of positive behaviors of employees and allocation of defined goals. Furthermore, the inclusion of legal requirements and the consideration of work ethics ensure that performance is heightened within organizations.
References
Aquinis, H. (2015). Performance Management. Boston: Pearson Education Limited.
Brayfield, A. and Crockett, W. (1955). Employee attitudes and employee performance. Psychological Bulletin , 52(5), pp.396-424.
Glass, M. (2017). How Can Managers Use Reinforcement Theory to Motivate Employees? Retrieved August 9, 2017, from Smrall Business Chronicles: http://smallbusiness.chron.com/can-managers-use-reinforcement-theory-motivate-employees-18559.html
HRcouncil.ca. (n.d.). Keeping the Right People - Performane Management . Retrieved August 9, 2017, from hrcouncil: http://hrcouncil.ca/hr-toolkit/keeping-people-performance-management.cfm
Kish-Gephart, J., Harrison, D. and Treviño, L. (2010). Bad apples, bad cases, and bad barrels: Meta-analytic evidence about sources of unethical decisions at work. Journal of Applied Psychology , 95(1), pp.1-31.
Noe, R. A., Hollenbeck, J. R., Gerhart, B., & Wright, P. M. (2006). Human Resource Management: Gaining a Competitive Advantage with OLC card. McGraw-Hill/Irwin.
