Employee performance for customer satisfaction - Essay Example

Project Proposal Declaration - I Lau Kin San confirm that I have carefully studied all the Workbook references in constructing this proposal. Word Count = 498Title - Employee quality performance - Accrual Accounting systems as a tool for performance measurement.Problem Setting - Employee performance, implying higher productivity and the efficient utilization of human resources, is essential for customer satisfaction. In recent years, numerous public and private sector organizations have implemented performance measurement tools to ensure quality employee input and productivity.

Presenting Problem Definition - Ensuring that employees execute their work responsibilities according to quality standards is challenging endeavor whose satisfaction could distract management from its own responsibilities. Yet, in the absence of a performance measurement system, quality of work suffers and customer dissatisfaction is the result.Real-World Target - Increase management awareness of the importance of Accrual Accounting Systems for performance measurement, thereby driving employees to abide by quality standards.

Research Question - How should management implement performance measurement tools in order to reduce loss of employee performance quality and consequent customer dissatisfaction Speculation - Ensuring that company employee maintains quality standards and execute work functions according to the requirement set forth by best practices is difficult, since managers view it as time consuming and often do not understand the contributory value of single employees, as opposed to work teams and departments.

Efficiency can be maximized were the performance of employees monitored and measured and an individual accountability system established. Numerous companies are, therefore, implementing performance measurement and accountability tools and several have found accrual accounting packages to be the most effective and economical means of doing so. Intended Project Outcome - My expected outcome will be a document detailing how the implementation of an Accrual Accounting system generates performance measurement data on individual employees, thus inciting commitment to quality work standards.

Design for Collecting Primary Data - Primary data will be gathered through a survey targeting a sample of SME service industry HR, IT and other department managers. Three sets of five-point Likert scale questionnaires will be carefully designed. One will target HR managers, another, IT managers and the remaining one, other department managers. Answers will be rated and the findings of the survey will be used to evaluate practice regarding observed loss of employee productivity and performance measurement and accountability practices.

Design for Processing Primary Data - Once collected, the primary data will be categorized according to different levels of awareness regarding loss of productivity, the benefits of performance measurement and accountability strategies. Following that, references from relevant academic literature shall be drawn upon to better understand and clarify the forces which incite employee commitment to quality performance and the role which performance measurement and individual accountability systems play therein.

The role of Accrual Accounting systems shall be discussed, drawing from a range of empirical and theoretical literature. The information generated will serve as the foundation for the construction of an accrual accounting implementation paradigm, whose aim is the integration of cost-effective performance measurement and individual accountability systems into business processes, thus, enhancing customer satisfaction.