Performance Review Method

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University of Wisconsin, Madison *

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HUMAN RESO

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Management

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Nov 24, 2024

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1 Performance Review Method for the Call Center Customer Service Division Student Name Affiliation Course Professor Name Date

2 HR Manager The UVI Pet Insurance Date. Subject: Performance Review Method for the Call Center Customer Service Division Dear Managers and Employees, I hereby introduce the newly unveiled Performance Review system for the Customer Service Division within our Call Center at UVI Pet Insurance. We hope to encourage employees to keep performing efficiently and match their efforts with the firm's goals. This document will reveal the critical segments of the performance review methodology as well as provide detailed guidelines for its implementation. Purpose of Performance Reviews: The main goal of this review process is to assess employees' performance, avail feedback on their strengths and areas of improvement, acknowledge their achievements, and list goals for future growth and development. It allows managers and employees to engage in open, constructive conversation to enhance individual and team performance. Based on research by Yu et al. (2020), performance reviews contribution to employee development and motivation. With feedback and precise goal setting, performance reviews create a framework for growth and improvement and help employees align their efforts with organizational objectives. Performance Review Method:

3 We have decided on the Management by Objectives (MBO) system for the Call Center Customer Service Division after carefully considering and evaluating numerous performance review methods (Islam & Sarker, 2020). MBO entails setting SMART goals and aligning individual objectives with the organization's strategic goals. The MBO approach has been widely recognized as an effective method for goal setting and performance management. Through the involvement of employees in goal-setting as well as ensuring goal alignment, MBO encourages a sense of ownership and commitment, leading to better performance and motivation levels. Critical Components of MBO Performance Review Method: a. Goal Setting: Goal setting is a collaborative process between employees and managers. Employees will actively set SMART goals aligned with the division's objectives and contribute to the organization's success. These goals should be challenging, clear, and realistic, and employees will have a basis of ownership and commitment toward actualizing them. As noted by Weintraub et al. (2021), the SMART goal-setting framework offers workers clear guidelines and criteria for operative goal-setting. It ensures that they are specific, achievable, relevant, measurable, and time-bound, leading to increased motivation and performance. b. Performance Evaluation: Periodic performance evaluations will be carried out to assess employees' results toward their goals and judge their ultimate performance. Evaluations will consider objective criteria, such as key performance indicators (KPIs), customer interaction quality, teamwork, and company policies and procedures observances ( Hristov & Chirico, 2019) . Notably, objective

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4 performance criteria are vital for fair and accurate performance assessments. By relying on quantifiable measures as well as observable behaviors, the process becomes more transparent, removing bias and enhancing employee satisfaction. c. Feedback and Coaching: One other crucial aspect of the review process is timely feedback. Managers will provide timely and proactive feedback to employees, echoing their accomplishments and recognizing areas for improvement. Feedback sessions will be carried out regularly, allowing employees to define their performance strengths and areas requiring development. Constructive feedback enables employees to reflect on their performance, make necessary adjustments, and continue growing professionally. In-training sessions will be based on supporting employees in facing challenges, developing new skills, and maximizing their potential. Managers will afford guidance, resources, and training opportunities to help employees enhance their performance and reach their goals. These sessions will be interactive and encourage open communication between managers and employees. d. Performance Recognition and Rewards: Outstanding performance and achievements should be recognized and rewarded to motivate and incentivize employees. Performance recognition can take various forms, such as monetary bonuses, public acknowledgment, career development chances, or other meaningful incentives that align with employees' preferences. Performance recognition, as well as rewards, positively impact employee motivation and job satisfaction. By acknowledging exceptional performance, employees could feel valued and motivated to continue performing at an elevated level.

5 Performance Review Process: To ensure the effectiveness and fairness of the performance review process, the following steps will be followed: a. Goal Setting Meeting: At the beginning of the performance cycle, managers and employees will meet to establish SMART goals together. This collaborative approach fosters employee engagement and ensures goal alignment. During the meeting, managers will guide goal-setting and ensure that goals are measurable, attainable, and appropriate to the employee's part and the establishment's objectives. b. Ongoing Feedback and Coaching: Throughout the performance cycle, managers will provide regular feedback and coaching sessions to support employees' progress toward their goals and address any performance issues. These sessions will provide an opportunity to recognize achievements, discuss challenges, and provide guidance for improvement. Employees are encouraged to seek feedback and engage in continuous improvement activities. c. Mid-Year Review: Approximately halfway through the performance cycle, managers and employees will conduct a formal mid-year review. This review shall evaluate the goals' strengths and attainment, provide performance feedback, and identify any crucial strategy adjustments. The mid-year review is needed to ensure employees stay on the lane and receive the necessary support to realize their objectives.

6 d. Year-End Performance Evaluation: A detailed performance evaluation must be undertaken at the end of the performance cycle. The administration will review employees' performance based on their goals, offer feedback, and discuss chances for growth and development. This evaluation serves as the basis for performance acknowledgment and rewards. e. Performance Recognition and Rewards: Throughout the performance cycle, exceptional performance and achievements will be acknowledged and rewarded per the company's recognition and reward policies. The specific criteria for recognition and rewards will be communicated clearly to employees to maintain transparency and fairness. The rewards will be tailored to individual preferences as much as possible, considering career aspirations, work-life balance, and personal motivations. Appeals and Dispute Resolution: UVI Pet Insurance ensures a fair and transparent performance review process. If employees do not agree with their evaluations or have concerns about the feedback, they are encouraged to consult their immediate manager or the HR unit. We will provide a framework for appeals and work towards resolving any disagreements promptly and unbiasedly. In conclusion, the newly implemented Performance Review method utilizing the Management by Objectives (MBO) approach will provide a structured framework for evaluating and recognizing the performance of our Customer Service Division in the Call Center. This method will motivate and empower employees to work efficiently while contributing to organizational goals. We hold that this Performance Review system, supported by scholarly research and best practices in the field, will contribute to individual as well as organizational

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7 growth, foster a culture of continuous growth, and support the delivery of top-notch service to our valued customers. We appreciate your commitment and dedication to UVI Pet Insurance and anticipate successfully implementing this new performance review process. In case of questions or require further clarification, contact the HR department.

8 References Hristov, I., & Chirico, A. (2019). The role of sustainability key performance indicators (KPIs) in implementing sustainable strategies. Sustainability, 11(20), 5742. Islam, M. A. R. H., & Sarker, R. I. N. K. (2020). The effect of management by objectives on performance appraisal and employee satisfaction in commercial banks. Journal of Social and Development Sciences, 32(6), 4-23. Yu, W., Chavez, R., Feng, M., Wong, C. Y., & Fynes, B. (2020). Green human resource management and environmental cooperation: An ability-motivation-opportunity and contingency perspective. International Journal of Production Economics , 219 , 224-235. Weintraub, J., Cassell, D., & DePatie, T. P. (2021). Nudging flow through ‘SMART’goal setting to decrease stress, increase engagement, and increase performance at work. Journal of Occupational and Organizational Psychology, 94(2), 230-258.

Performance Review Method

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