1. What might have gone wrong in the Performance Management Process?

   Review Interviews

   Tom and his Team

   Tom is the department manager of a retail store. He supervises four employees, and its time for their performance reviews. He has written the documents and scheduled appointments to sit down to talk with each employee. As it gets closer to interview time, all of them are thinking about their performance and what they can expect in their interviews. Lets listen in to what each is thinking.

   Tom and Maria Maria: Oh, this is so exciting! This is my first job, and Ive never had a performance review before. Im a little nervous, but Im sure Tom just loves my work! I know I was late a few times, and Ive had a little problem with the cash register, but Im really trying. Im just not used to getting up every day and getting to work on time, and I didnt know you had to be so detailed its just retail, after all! But whatever. Im really friendly with everyone, and Im having a good time. I wonder if Tom will let me off a little early on Friday. I know Fridays are busy, but I have big plans for the weekend. Ill ask himIm sure hell understand. Tom: Im just not sure things are working out as I had hoped with Maria. She cant seem to get to work on timeshe was late three days last week and two days the week before. When I talked to her about it, she got here on time the next day, but then she disappeared into the ladies room to put on her make-up. Thats not being on time! And what about the mistakes she makes ringing up a sale? Its not just the prices that are wrong but the quantities and the item codes, toonow our inventory is messed up and accounting is on my back. And besides all that, she spends more time visiting with other employees than she does working. I just dont think shes taking this seriously.

   Tom and David David: September again and another annual performance appraisal. I dont know why we bother. We go through the process every year, set some worthless goals, but nothing ever happens one way or the other. They tell me Im doing a great job, and then I get a measly 212 percent raise. Big deal! Oh well, Im just putting in my time until something better comes along. Tom: David does a good enough job, but he doesnt show much spark. He just seems to be going through the motions around here. But with the economy getting tighter, everyone perks up with a little more income. I think a raise in pay is just the motivator he needs. Its 212 percent this year.

   Tom and Jason Jason: Sometimes, I come to work tired in the mornings after going to school at night, but Toms really helped me by scheduling my shift so I can attend classes. Another six months, and Ill have my bachelors degree. Ive been working really hard, got a wife and three kids to support, and I want to carve out a long-term career. I like this company; some say theres no opportunity in retail, but I dont agree. I think well always need good managers, and thats where I want to be. I hope there are opportunities in this company, but if not, I guess, after I graduate Ill be looking around.

   Tom: Jasons a good man. In spite of a heavy class load, he always pulls his weight and does a good job. I know when he graduates, hes hoping for a promotion, and Im not sure if that will be available. Ive got to come up with something to keep him on the team. Hes exactly the employee we want for the long haul.

   Tom and Wally Wally: I really like working here. After I retired from the plant a few years back, I found out retirement is pretty boring. Now, I get up early again, grab a cup of coffee and come to work raring to go. Not bad for an old guy! It really helped taking that computer class at the senior center. Sure, Im not a young techie, but I can hold my own, and I think Tom is pleased with my work. Id like to keep working and stay here for a long time to come. Tom: I dont know what Im going to do with Wally. Hes been here a couple of years now management hired him when they thought it would be good PR to hire older workers. I dont know how old he is and I cant ask him, but Id guess hes at least 140! Hes so slow, and he thinks he has computer skills, but thats a laugh. He cant enter anything on the cash register without making mistakes. Maybe a computer class would help, but is it really worthwhile to train older workers? You know what they say about old dogs learning new tricks. I just dont think its a good idea hell probably quit soon anyway.