Tom is an Administrative Assistant who transferred 6 weeks ago from an office role to a Contact Centre. Tom has completed induction arranged by Mary, his manager. He has undertaken necessary training and has discussed and agreed his new objectives. One of his responsibilities is to ensure that all filing for his section is complete. However, there have been recent complaints from the team that documents are being misplaced or filed incorrectly. Mary has also noticed today that there is a backlog of work building up at his desk. What does the manager need to consider? Does Tom understand what is meant by an acceptable level of performance, what his objectives are and what he has to do to meet them? Did he cope with the recent training he was given? Were there any concerns and if so, have these been acted on? Does he have a disability that has been overlooked and that may be affecting his work performance? Is there a link to health issues? In that case, advise him to consult his own doctor and, with his consent, refer for occupational health advice .Has something at home affected his performance at work? What support does the manager offer? Mary should talk to Tom to tell him of her concerns, giving specifics and to try and identify the cause for the dip in his performance. Underlying problems should be considered, and she must ensure the standards set are reasonable. She should ensure he understands what is required, encourage him to reach and maintain the necessary standards and arrange remedial training and consolidation. Mary should explain that if the required standard is not met, action will be taken in line with the Council’s Capability Policy. Mary concludes that there are no underlying problems affecting Tom’s work. She has spoken with Tom to identify the performance issues. Tom is
Critical Path Method
The critical path is the longest succession of tasks that has to be successfully completed to conclude a project entirely. The tasks involved in the sequence are called critical activities, as any task getting delayed will result in the whole project getting delayed. To determine the time duration of a project, the critical path has to be identified. The critical path method or CPM is used by project managers to evaluate the least amount of time required to finish each task with the least amount of delay.
Cost Analysis
The entire idea of cost of production or definition of production cost is applied corresponding or we can say that it is related to investment or money cost. Money cost or investment refers to any money expenditure which the firm or supplier or producer undertakes in purchasing or hiring factor of production or factor services.
Inventory Management
Inventory management is the process or system of handling all the goods that an organization owns. In simpler terms, inventory management deals with how a company orders, stores, and uses its goods.
Project Management
Project Management is all about management and optimum utilization of the resources in the best possible manner to develop the software as per the requirement of the client. Here the Project refers to the development of software to meet the end objective of the client by providing the required product or service within a specified Period of time and ensuring high quality. This can be done by managing all the available resources. In short, it can be defined as an application of knowledge, skills, tools, and techniques to meet the objective of the Project. It is the duty of a Project Manager to achieve the objective of the Project as per the specifications given by the client.
ANSWER THE FOLLOWING ANALYSIS PRESENTED IN THE CASE BELOW :
Identify what action should be applied in cases of under-performance.
Understand how the processes should be followed.
Background Information
Tom is an Administrative Assistant who transferred 6 weeks ago from an
office role to a Contact Centre.
Tom has completed induction arranged by Mary, his manager. He has
undertaken necessary training and has discussed and agreed his new
objectives. One of his responsibilities is to ensure that all filing for his section
is complete. However, there have been recent complaints from the team that
documents are being misplaced or filed incorrectly. Mary has also noticed today that there is a backlog of work building up at his
desk.
What does the manager need to consider?
Does Tom understand what is meant by an acceptable level of performance,
what his objectives are and what he has to do to meet them?
Did he cope with the recent training he was given? Were there any concerns
and if so, have these been acted on? Does he have a disability that has been overlooked and that may be affecting his work performance? Is there a link to health issues? In that case, advise him to consult his own doctor and, with his consent, refer for occupational health advice .Has something at home affected his performance at work?
What support does the manager offer?
Mary should talk to Tom to tell him of her concerns, giving specifics and to try
and identify the cause for the dip in his performance. Underlying problems
should be considered, and she must ensure the standards set are reasonable.
She should ensure he understands what is required, encourage him to reach
and maintain the necessary standards and arrange remedial training and
consolidation.
Mary should explain that if the required standard is not met, action will be
taken in line with the Council’s Capability Policy.
Mary concludes that there are no underlying problems affecting Tom’s work.
She has spoken with Tom to identify the performance issues. Tom is
concerned that the amount of filing he receives is much higher than usual and the backlog is shared out equally amongst the rest of the administration team.
Despite this Tom’s performance remains unacceptable.
Performance does not improve- move to take action under the Capability
Policy.
Mary invites him to interview in 3 days time.
At the interview Mary explains that Tom’s work performance is still below the
acceptable standard. During the discussion Tom admits that the filing system
differed from what he was used to and didn’t fully understand what to do. He
didn’t mention it before because he was afraid of looking foolish.
Mary arranges for Tom to job shadow an experienced Administrative
Assistant for a day. She sets a review period for one week and issues an oral
improvement warning. Mary makes a full written record of the discussion to
Tom. Tom signs and returns one copy.
Tom’s job shadowing takes place the next day and he is allocated a mentor to
help him for the rest of the week. His work performance quickly improves.
The review meeting is conducted a week later. Mary explains that she is
pleased to see a marked improvement in Tom’s performance and asks if he
has any further concerns. As Tom’s performance has improved to an
acceptable level, Mary tells Tom that action has concluded but should his
performance dip again during the next 12 months the action will resume.
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