Paraphrase

Performance objectives are crucial for creating an effective performance measurement system (Cinquini & Norreklit, 2024). These goals signify the aims that an organization or team strives to achieve. They need to be specific, measurable, attainable within the designated time frame, aligned with the organization's mission, goals, and priorities, and set within a clear time limit (Fayomi and Akanazu, 2024). Performance objectives guide individuals and teams in understanding their responsibilities and contributions to the organization, enabling them to concentrate on tasks, personal development, and progress that support the organization's overall objectives.

The customer service team has established several performance goals to concentrate on essential organizational deliverables. These goals are:

i. Aim to address 93.5% of customer inquiries or problems during the first interaction. This goal highlights the need for efficiency and equips staff with the necessary tools and knowledge.

ii. Set up a mechanism for actively gathering and analyzing feedback to drive service enhancements, allowing the team to adapt to customer needs and expectations.

iii. Organize monthly training sessions that focus on crucial areas like communication skills, product or technical knowledge, and problem-solving. This aims to enhance the team's skills and prepare them for diverse customer interactions.

iv. Cultivate a supportive and positive workplace by promoting teamwork, regularly recognizing outstanding performance, and conducting employee engagement activities. This aims to achieve a high team satisfaction score in internal surveys, reflecting a motivated and cohesive team.

Current State of the Team /Team Performance Evaluation Model

Clear, Elevating Goal

The customer service team at LBW Financial has goals that are well-defined and aligns with the organization's strategic objectives. The goals are not compelling to motivate team members. However, the purpose could be elevated to inspire greater enthusiasm and commitment. Clear communication makes sure team members know their roles and the expected results. The leader can enhance its appeal by highlighting the broader impact of the team's success and aligning it with the personal values of team members and the vision and mission of the organization (Eduzor, 2024).

Results-Driven Structure

The team employs a structured approach focusing on achieving tangible results which may hinder efficient decision-making and task distribution. With clearly assigned roles and responsibilities, the team is structurally sound but occasionally lacks flexibility to adapt to unexpected challenges. LBW Financial can implement a more robust structure that includes clear roles and responsibilities. Tools like the RACI matrices (Responsible, Accountable, Consulted, Informed) to eliminate ambiguity and streamline processes (Ahmad,2024).

Competent Team Members

Team members possess the required skills, knowledge, and expertise. Gaps in expertise or knowledge may impact performance. Yet, there is room for development in some newer members who require more training and mentoring to unleash their full potential. Leaders can conduct skills assessments to identify gaps and provide targeted training and development opportunities to raise competency levels (Bristol-Alagbariya et al., 2024).

Unified Commitment

The level of dedication to the team objective differs among its members. While key members are entirely committed, some display lower levels of involvement, which may stem from vague personal incentives linked to the team's success. To address this, leaders should work on creating a stronger sense of unity by enhancing relationships through team-building exercises (Apagya and Kwesi, 2024).Educate the team on how each team member's contribution is important to the team's success.

Collaborative Climate

The team benefits from a supportive atmosphere that encourages open communication and trust. However, there could be an enhancement in conflict resolution strategies to prevent minor disagreements from escalating. The leadership at LBW Financial can establish a culture of open communication and constructive feedback. Encourage conflict resolution skills and emphasize the value of diverse perspectives in enhancing creativity and problem-solving (Oham & Ejike,2024).

Standards of Excellence

High standards are set, and performance is regularly reviewed. Nonetheless, there appears to be an inconsistency in enforcing these standards, with some team members being held less accountable. LBW Financial and the customer service team should set clear, challenging, and achievable standards. Regularly review performance against these standards and recognize achievements. Implement continuous improvement processes to enhance quality (Mohzana et al., 2024).

External Support and Recognition

Support from the organization is robust, with adequate resources available. Nevertheless, the recognition of the team's achievements by external stakeholders often goes unnoticed, impacting morale. LBW Financial can ensure that their brand is known and recognized in the communities in which they operate. By this, the support system will be strengthened and adequate tools and resources will become available. Institute a regular rewards and recognition program to celebrate achievements and to motivate the team.

Principled Leadership

Leadership is effective and grounded in ethical principles, fostering respect and motivation (Fayomi and Akanazu,2024). Yet, there is potential for more inclusive decision-making processes to allow team member input. Leaders should embody the values and goals of the team and act as role models (Ogunfowora et al., 2021). Develop leadership skills focused on inspirational and transformational styles, ensuring leaders guide the team with integrity and vision.