Activity 4

Conduct Performance Management Process

Further Case Study Background Information

Following your coaching sessions and Work Plan development with Craig, his conduct toward customers from different ethnicities has not improved and the National Sales Manager, has come to you for assistance.

Heather, the HR Manager has asked you to create a Performance Improvement Plan with Craig, as his acting Manager, in an attempt to improve his performance.

Heather notes that Craig currently has not achieved the following KPIs in his role as Sales Executive:

• Completion of annual refresher training (EEO and Code of Conduct)
• Meet all responsibilities defined in workplace policies, procedures and plans including Position Descriptions and Code of Conduct
• Maintain 95% customer service satisfaction rates

The performance improvement objective is to meet all KPIs as a Sales Executive with focus on the previously unachieved KPIs

Utilising the Template below, create a Performance Improvement Plan for Craig Norton.

Please update all sections and remove the Green Guidance notes

PERFORMANCE IMPROVEMENT PLAN

Details
Employee name	Craig Norton
Employee position	Sales Executive
Acting Manager name	Lili Jessop
Manager position	Operation Director
Date of plan	15-08-2024
Period of plan	16-08-2024 - 20-09-2024
Interim review date	30-08-2024
Final review date	7-09-2024
Performance improvement objective:
Describe the specific area in which the employee's performance needs to improve.
Required outcomes	Describe what the employee needs to do to improve their performance to the required standard. The required outcomes should be specific, measurable and realistic. This must link to the agreed KPIs that had not been achieved .
Strategies	Describe how the employee is going to meet the required outcomes. E.g. What strategies will be used to help the employee achieve the required outcomes? What does the employee need to do to meet the required outcomes? E.g. complete training in xxxx by xxxx If you have any questions (e.g., you're not sure how to complete a task, or if you're asked to complete a different task), you must immediately raise this with your manager.
Support	Describe what support you're going to provide to the employee to meet the required outcomes. E.g. Your manager will provide you with refresher training on xxx Your manager will meet with you each Monday to provide you with feedback on your progress against the required outcomes.
Responsibilities	Describe the responsibilities of the employee, their manager and any other relevant parties. E.g. Employee: To meet the required outcomes by the final review date. To participate in refresher training on the order software and weekly feedback meetings with your manager, as well as any other training or development activities that your manager considers appropriate. Manager: To provide you with on-the-job support. To provide you with refresher training on the order software. To conduct weekly feedback meetings.
Consequences	Describe the consequences if the employee doesn't meet the required outcomes by the final review date. E.g., If you fail to meet the required outcomes by the review date, without a reasonable excuse, you will be given a final written warning.
Manager Name	UPDATE
Manager Signature	UPDATE	Date	UPDATE
Employee Name	UPDATE
Employee Signature	Leave this section blank	Date	Leave this section blank