Managing Performance in a Business - Case Study Example

Running Head: Performance Management Manageging Performance in a Business Name Institution Date Performance Management Coffeeville stands in an industry that relies on the quality of the service offered to the customers in the market. The delivery of this service should therefore be effective for the needs of the customers to be adequately satisfied. Such effectiveness is enhanced when the environment in which the staff and customers interact in is comfortable, warm and friendly. Coffeeville also has to cultivate a unique taste of coffee and food for it to have a cutting edge in the competitive service industry. It has to provide the high quantities that are demanded at peak seasons and retain such high levels of uniqueness and quality standards. Additionally, spending time in communicating well with the customers is vital so as to make them feel important and keep them coming back to Coffeeville (Ryan, 2008). There are four applicable management theories that can be used to ensure that the performance of a business is of the high standard that is desired. These theories are based on the nature of the work, the people the work involves as well as their set of set of principles and values. They include the classical, behavioral, quantitative and the contemporary management theories. The Behavioral theory is most applicable as Coffeeville concerns its human factor as the most essential part in its success and it is this human factor that will enhance the delivery of high quality services to its customers. In regard to this theory, I possess good human management important in enhancing teamwork and service delivery (Bhattacharya & Wright, 2005). Without such skills, the workers monetary needs may be met, but other forms of dissatisfaction may affect the quality of the services they deliver. The human skills required include responsibility. As a manager, I am fully aware of the duties and roles that I should play in the business. With such awareness, it is wrong to sleep on these duties simply because there is authority vested on me. I strive to ensure that all my tasks are carried out effectively. In addition to these tasks, I ensure that the staff operations run smoothly, for instance, mediating arguments that arise between staff and customers or amongst the staff themselves. As a manager, I am also reliable and exemplary. This means that I set the pace for the rest of the workforce in the organization. This includes arriving at the office on time, paying salaries duly and by dressing appropriately. Another necessary skill is being a team player. This hold great importance as it shows the workers that the goals of the organization are being achieved in togetherness. When the manager assists them, it motivates them as their individual contribution is deemed to be important. I am helpful in that I offer support to the staff when everyone is busy or by being a source of encouragement when the workplace becomes stressful. As a manager, I also uphold confidence in my workforce. This involves maintaining employee information as private and confidential. In addition, I avoid situations that would demoralize employees by trusting their skill and letting them fulfill their tasks accordingly. Constant criticism discourages employees and it shows them that they are inadequate for a job yet they may possess great skill in it (Ryan, 2008). I therefore ensure that correction is done assertively but with positivity. This enables employees to improve themselves in terms of performance translating to organizational success in achieving set goals and objectives. Respect and courtesy when shown to employees, is reciprocated in a similar manner. I uphold this to ensure that the environment in which operations continue is one that is warm and friendly. It also ensures that discrimination against customers and among the staff is minimal if any. It encourages the appreciation of diversity and this enables individuals to synergize their efforts and surge the organization forward in terms of performance. Kindness and kind treatment creates a personal touch when it comes to relating with the person next to you. Such kindness, when shown by the management, goes a long way as it creates warmth amongst employees and such warmth is shown to customers who will then frequent Coffeeville as its preferred choice as opposed to strong competitors. I possess excellent skills in the art of making coffee and comprehensive knowledge of coffee. This is important in ensuring customer satisfaction and retention. The quality of a product or service given to a customer keeps them coming back. In addition to this, I am an effective communicator. This has been applicable in reaching clients who have once received services offered at CoffeeVille. I do this to give a vote of thanks and inform them of special offers. Part A (2) Company’s goal By 2012, Coffeeville has several goals need to achieve 1) First of all, maintain patron’s loyalty is one of the key successes as the returning customers are the most positive advertise to the market. Manager’s responsibilities: Offer warm welcome and greeting to Coffeeville’s patron, knows their need and fulfill it. As patron usually become more sophisticated, make sure they have same quality of coffee. Best way to do is make a note of recording, and let the barista remembers it. 2) Secondly, Improve Coffeeville’s store order and reduce store keeping cost Manager’s responsibilities: Do a weekly store checks, see if there is any waste or redundant supply left at the end of week and reflect on new supply order sheet Keep in touch with new suppliers to see if there is any new substitute product to enhance company’s competitive ability. 3) Thirdly, because of the limited space of current location, increase takeaway sale is more adoptable. Manager’s responsibilities: Do promotion in takeaway food and drinks. Offer relatively lower price than drink-in menu Rearrange the shop’s table setting in order to best use of space Seeking pre-order customer’s need, for example, company’s early morning meeting or lunch meeting. Part A (3) Performance measure Performance is majorly rated by the volume of sale accrued each month. The accountant will be responsible for keeping records of direct sales every month to assess the trend of sales. An increment in profits indicates good service provision and customer retention. Employee appraisal sheets will be prepared every end month to assess the performance of managers. In addition, an opinion box will be availed at the hotel outlet for customers to leave their comments of service quality. Part B One of the short term goals that I identified was to increase overall sales by December 2011.Therefore I build up a plan to achieve this as tabulated below. TASK PRIORITY START DATE END DATE Advertisement through media and posters. Develop posters, TV/Radio advertisement and advertise in the company’s website and facebook. A May 05,2011 Dec 05,2011 Hold a promotion day once in three months. Products will be sold at a discounted price during such days. B April 21,2011 Dec 02,2011 To identify and develop new products. Introduce other beverages such as juice and tea. C June 01,2011 Dec 22,2011 I am able to manage stress by applying various strategies which include creating a balanced schedule between work, family life and social activities, prioritizing tasks by making a list of tasks that I have to do and tackle them in order of importance (Bhattacharya & Wright, 2005), delegate responsibility by appointing supervisors in all departments and improving on my communication skills. These stress management skills have contributed towards achieving a positive work-life balance by clearly defining the roles of employees to avoid overworking some workers, it provides opportunities for social interaction among employees, enhances career development and provides a friendly environment hence a strong teamwork. Part C The skills and knowledge I have acquired as the manager of Coffeeville include team management, communication skills, understanding financial aspects, leading by example, subordinate growth and development, creativity and innovation. Through the team management skills, I have influenced staff to collaborate more effectively with each other in addition to enhancing trust, attentiveness and respect. This has helped to increase productivity and ultimately the sales. Communication skills involve addressing employees and customers with courtesy and involving employees in decision making. This not only attracts and retains customers but also builds morale of employees by giving them a sense of importance. My understanding in financial recording has enabled me to analyze and assess output, make timely store orders and staff payment schemes. I lead by example by treating customers with respect and courtesy and even helping in the kitchen or in serving during peak hour. I have acquired considerable knowledge in making different varieties of coffee which has gone a long way in coping up with the stiff competition. After obtaining my feedback plan I realized that I lack other few skills which are important in running the organization. This includes lack of mentoring skills for individual employees, inadequate knowledge on the use of latest coffee making machine and inability to deal with stress. Therefore, it may require me to incorporate mentorship programs for employees through skills that obtained from mentorship trainings. I may hire a culinary to train the chefs on skills of making high quality coffee as well as use of modern coffee making machine. To manage stress I will delegate responsibilities for instance having a supervisor among the cooks and another one for the servers. By incorporating information systems in the organization like brochures and recipe books to cooks could help improve quality of drinks offered (Mullins, 2005). I could also print pamphlets for customers indicating the services offered and any special offers. Opportunities for participation in professional networks include attending nutrition forums in order to acquire skills on making high quality food. By attending leadership conferences I am able to create new social networks that enhance popularity of my company in addition to equipping me with better leadership skills. References Bhattacharya, M., & Wright, P.M. (2005). Managing human assets in an uncertain world: applying real options theory to HRM. International Journal of Human Resource Management, 16(6), 929-948. Mullins, L. (2005). Management and organisational behaviour. Edinburgh: Prentice Hall: Pearson Education Ryan, R. (2008). Leadership development: A guide for HR and training professionals. Oxford: Elselvier Limited. Read More