Milestone Three

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Final Project: Milestone 3 Michele Hanna Southern New Hampshire University OL-211-J1964 Human Resources Management 22EW1 Dr. Carmen Jones September 25, 2022

Performance management is defined as “ the process of creating a work environment in which people can perform to the best of their abilities.” ( Snell, Morris, & Bohlander, 2016). Human resource managers generally have the role of determining, coordinating, and overseeing the performance system they use. They must ensure that managers within the departments are actively engaged in formulating the objectives, guaranteeing they align with the organization's strategic goals and apply to the employees' efforts. Using SMART goals in performance management can ensure that employees are held to the organization’s strategic objectives. When performance standards are obtained from the job description and job analysis and effectively communicated to the employee, it can be a way to help employees improve their performance. When it comes to measuring or evaluating an employee, there are three different methods on which the appraisal systems can be based. Organizations that use The Trait approach take characteristics of employees, such as being proactive, reliable, demonstrating leadership abilities, and resourceful, to base their analysis on. An example could be a waiter/waitress who is evaluated positively because he/she is always willing to trade shits or cover for absent co- workers, or perhaps they are always ready to help their co-workers with their customers. The Behavioral method takes specific actions that are displayed as either acceptable or not. For example, is the waiter/waitress pleasant to the customers? Did they ask how your meal was? The third method is result-based which measures an employee’s accomplishments, and employees are responsible for their success and how they accomplish them within certain limitations. Sticking with the waiter/waitress, they receive better ratings on an evaluation because they can convince more customers to order that evening’s “special menu item” than other co-workers. If I were in charge of the appraisal system used at Maersk for their Customer Service – CARE Business Partner, I would choose the Behavioral Method. The Behavioral Method focuses

more on soft skill sets needed to succeed in this position, such as emotional intelligence and control, excellent communication, empathy, and the ability to self-manage. Although this appraisal process may be time-consuming and costly, if done correctly using specific performance dimensions, the benefits are that this method is acceptable by both employees and managers, provides feedback, and is fair for reward and promotion opportunities. Regardless of what type of evaluation method is used, they all have scales in which to measure the different levels of achievement. A graphical scale rates employees according to a scale of characteristics that are commonly used in the Trait Method of evaluation. Rating scales can use numbers such as 0-4 with four representing the highest (outstanding) level and zero being the worst (unacceptable) or the use of letters with A representing (outstanding) and E (unacceptable). These types of scales are used often and give quantitative assessments. Another rating scale used in the Trait Method is the Mixed-Standard Scale. This scale provides a “…rater is given three specific randomly sequenced descriptions of each trait: superior, average, and inferior.” (Snell, Morris, & Bohlander, 2016). If an HRM has chosen the Behavioral Method oriented performance review using the Behaviorally Anchored Rating Scale. T his appraisal tool generally contains a set of specific behaviors that represent gradations of performance and are used as common reference points called "anchors" for rating employees on various behavioral dimensions. For example, teamwork may be a dimension on a BARS tool, with anchors such as "participates in team meetings from time to time," "frequently participates and contributes new ideas in team meetings," and so forth. (SHRM, n.d.)

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This scale is not often used since it is time-consuming and requires very precise and concise. If developed correctly, the results can have a high degree of legitimacy. The Result- Based method commonly uses The Balanced Scorecard. This scale can be used to appraise not only individual employees but also teams, business units, and a corporation itself.

References SHRM. (n.d.). Which performance rating scale is best, and what should an employer consider in adopting a performance rating scale? https://www.shrm.org/resourcesandtools/tools-and- samples/hr-qa/pages/whattodowhendevelopingperfratescales.aspx Snell, S., Morris, S., & Bohlander, G.W. (2016). Managing human resources (7 th ed.). Boston, MA, USA: Cengage Learning. Retrieved from https://ng.cengage.com/static/nb/ui/evo/index.html? deploymentId=5834452353507901617178967267&eISBN=9781337389587&id=15379599 41&nbId=3028557&snapshotId=3028557& Southern New Hampshire University. (2022). Customer Service – CARE Business Partner Job Posting.

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