Background You, Melody Lee, are serving as one of the senior customer service (CS) officers in the Customer Service Department of SPACE online food ordering company. You are mainly responsible for 1. responding to VIP customers' inquiries, 2. handling customers' complaints, 3. collecting customers' feedback on the subscription membership plan, and 4. cooperating with other CS officers when carrying out your duties in 1-3. You have learnt from the latest memo (shared on 24 Mar 2023) that the company is considering the introduction of the Peer Assessment System (PAS) i.e. colleagues of the same rank can evaluate each other's performance. Such evaluation will be submitted to their supervisors and officially recorded in the appraisal report for the senior management's reference when doing salary adjustments and promotion exercises. However, around half of the senior management members seem to be skeptical towards this system as it is quite a new concept to many colleagues in the company. Hence, comments are now invited from all the staff members who can send their feedback to Mr. Adrian Wu at adrian.wu@space.hk, the secretary of the district manager who will gather all the information from colleagues across different departments for the senior management's consideration. Colleagues are also invited to suggest how the peer assessment could be done effectively in their feedback. You think that it would be a really good idea to introduce such a system because a) your supervisor, Mr. Eric Wong, does not pay a lot of attention to your performance and hence, your contribution to the department is not always reflected in the appraisal report. b) the current appraisal system is not comprehensive and fair enough and it does not reward the competent staff who work well in a team. Only the staff who receive customer compliments are rewarded with bonuses and promotion chances.
Background You, Melody Lee, are serving as one of the senior customer service (CS) officers in the Customer Service Department of SPACE online food ordering company. You are mainly responsible for 1. responding to VIP customers' inquiries, 2. handling customers' complaints, 3. collecting customers' feedback on the subscription membership plan, and 4. cooperating with other CS officers when carrying out your duties in 1-3. You have learnt from the latest memo (shared on 24 Mar 2023) that the company is considering the introduction of the Peer Assessment System (PAS) i.e. colleagues of the same rank can evaluate each other's performance. Such evaluation will be submitted to their supervisors and officially recorded in the appraisal report for the senior management's reference when doing salary adjustments and promotion exercises. However, around half of the senior management members seem to be skeptical towards this system as it is quite a new concept to many colleagues in the company. Hence, comments are now invited from all the staff members who can send their feedback to Mr. Adrian Wu at adrian.wu@space.hk, the secretary of the district manager who will gather all the information from colleagues across different departments for the senior management's consideration. Colleagues are also invited to suggest how the peer assessment could be done effectively in their feedback. You think that it would be a really good idea to introduce such a system because a) your supervisor, Mr. Eric Wong, does not pay a lot of attention to your performance and hence, your contribution to the department is not always reflected in the appraisal report. b) the current appraisal system is not comprehensive and fair enough and it does not reward the competent staff who work well in a team. Only the staff who receive customer compliments are rewarded with bonuses and promotion chances.
Chapter1: Taking Risks And Making Profits Within The Dynamic Business Environment
Section: Chapter Questions
Problem 1CE
Related questions
Question
Write a persuasive (300-350 words) to the senior management ,convincing them that, from the perspective of frontline staff, the PAS system can be beneficial to the company. Write with good justifications.
Transcribed Image Text:Background
You, Melody Lee, are serving as one of the senior customer service (CS) officers in the Customer
Service Department of SPACE online food ordering company. You are mainly responsible for
1. responding to VIP customers' inquiries,
2. handling customers' complaints,
3. collecting customers' feedback on the subscription membership plan, and
4. cooperating with other CS officers when carrying out your duties in 1-3.
You have learnt from the latest memo (shared on 24 Mar 2023) that the company is considering the
introduction of the Peer Assessment System (PAS) i.e. colleagues of the same rank can evaluate each
other's performance. Such evaluation will be submitted to their supervisors and officially recorded in the
appraisal report for the senior management's reference when doing salary adjustments and promotion
exercises. However, around half of the senior management members seem to be skeptical towards this
system as it is quite a new concept to many colleagues in the company. Hence, comments are now
invited from all the staff members who can send their feedback to Mr. Adrian Wu at
adrian.wu@space.hk, the secretary of the district manager who will gather all the information from
colleagues across different departments for the senior management's consideration. Colleagues are also
invited to
how the peer assessment could be done effectively in their feedback.
You think that it would be a really good idea to introduce such a system because
a) your supervisor, Mr. Eric Wong, does not pay a lot of attention to your performance and hence, your
contribution to the department is not always reflected in the appraisal report.
b) the current appraisal system is not comprehensive and fair enough and it does not reward the
competent staff who work well in a team. Only the staff who receive customer compliments are
rewarded with bonuses and promotion chances.
c) some CS officers are sometimes passive in initiating communication and collaboration when carrying
out job duties.
In your opinion, all these problems could be relieved with the introduction of the PAS. You also have
concrete ideas about how the PAS can be done efficiently.
Your Task
You plan to write a persuasive message (250-300 words) to the senior management, convincing them
that, from the perspective of frontline staff, the PAS system can be beneficial to the company. Write the
message tactfully with good justifications.
Your email address: melody.lee@space.hk
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