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Solution Code: 1HIB
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| Operational goals | Team goals | ||||||||
| Goal | Focus | KPI | Team responsible | Team member/ role | Tasks | Goal | KPI | Due | Resources needed |
| To expand Pumped4Life gym franchise | Doubling the number of gyms around the greater city area | New member-ships on record | Customer service representatives and Membership processing and renewals team | Tony | To target new people for membership | To increase membership by 150% in next three years | New members admitted | 3 years | Telephone calls |
| Whela | To offer new discounts to members for renewal of membership | To achieve the target of 80% membership renewal | Member-ship renewals | 1 year | Negotiation and persuasion skills | ||||
| Bob | To persuade members to try and include new facilities being offered from now | To achieve the target of 80% membership renewal | Member-ship renewals | 3 months | Negotiation and persuasion skills | ||||
| Ashan | To develop new techniques for recording member data. | Easy recording, following, analysis and retrieval of data on demand | Updated records | 3 months | Accountancy skills and creativity | ||||
| To increase the operational time of gyms to 24 hours | New team member needed as per increasigdemand | New team members will be needed for extra work shifts | Human resource | ||||||
| To active 1300 hour telephone service for the customers | Operational telephone line and satisfied customers | Customer service representatives | Tony,
Whela,
Bob |
To answer the queries and provide the details of various scheme and facilities available at the gyms to the customers on line | To persuade more and more customers to be a member of the gym | New member-ships | 1 month | Telephone line and human resource | |
Performance development plan
| Name/position:
Ashan- Membership processing and renewals |
Manager: | Review period: | ||||
| Skills to be developed: | How skills are to be developed: | Priority (H,M,L) | By When? | Performance Indicator | ||
| Accountancy | Learn new methods to maintain and update membership records | M | 3 months | Easy reporting at operational sites | ||
| Proficiency in using software programs like word processing, MS-Excel, DBMS | Short term professional courses can help | H | 3 months | Maintenance of records | ||
| Management skills | Learning to manage time for all assigned tasks | H | 3 months | Maintenance of updated records | ||
| Organizational skills | Short courses can be done to learn proper filing and record keeping | M | 3 months | Easy retrieval of records | ||
| Good oral and written communication skills | Short professional courses can help | M | 2 months | Communication records | ||
| Manager’s comments
Though Ashan is doing quite good, she needs to learn time management to maintain a balance between the new innovative strategies she develops and the update work needed on regular basis |
Signature
Date |
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| Employee’s comments | Signature
Date |
|||||
Performance development plan
| Name/position:
Tony- customer service specialist |
Manager: | Review period: | ||||
| Skills to be developed: | How skills are to be developed: | Priority (H,M,L) | By When? | Performance Indicator | ||
| Clear communication skills | Short training under a professional | M | 1 month | Positive Customer feedbacks | ||
| Ability to understand costumers’ needs | Allowing to deal with range of customers and learn from experience | M | 15 days | Positive Customer feedbacks | ||
| Time management skills | Assigning targets to be completed within stipulated time | H | 15 days | Target completion | ||
| Goal oriented focus | Assigning targets to be completed within stipulated time | H | 1 month | Target completion | ||
| Negotiation and persuasion skills | By assigning difficult customers and dealing with them | H | 15days | Number of customers | ||
| Positive body language and patience | By teaching the importance of team work | H | 15days | Team support | ||
| Manager’s comments
Tony was performing well but off late he is showing negative attitude. He needs to be more focused to his work and learn to work in harmony with the other members of the team. |
Signature
Date |
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| Employee’s comments | Signature
Date |
|||||
Performance management plan
| Name/position:
Ashan- Membership processing and renewals |
Manager: | Review period: | ||||
| Goals from Operational Plan | Work tasks allocated | Indicator of success/
performance |
By when | Status report | ||
| To develop new techniques to keep the records updated and their easy retrieval on demand | To maintain the pace with increasing new admissions and renewals of old memberships | Updated records | 1 month | |||
| Learning software packages- word processing, MS-Excel, DBMS | Maintaining records for existing and new memberships, membership processing | Good updated records | 3 months | |||
| Good oral communication skills | Satisfying costumers having membership processing related queries | Customer feedback | 1 month | |||
| Good written communication skills | Communicating information between various hierarchies in the organization | Timely communication of information | 1 month | |||
| Manager’s comments
Ashan is performing good and will soon gain the momentum to align with the targets assigned to her |
Signature
Date |
|||||
| Employee’s comments | Signature
Date |
|||||
Performance management plan
| Name/position:
Tony- customer service specialist |
Manager: | Review period: | ||||
| Goals from Operational Plan | Work tasks allocated | Indicator of success/
performance |
By when | Status report | ||
| To increase the membership by almost 150% in next three years | To be fully updated with the new plans to be offered to the customers
To persuade the customers to avail the facility of dietician, which will be made available soon
To convince the members to take up annual membership by offering tailor made discounts depending upon the needs of the customer. |
Monitor the achievement of targets assigned | 6 months | |||
| To achieve the target of 80% membership renewal | Monitor the achievement of targets assigned | 2 months | ||||
| Learning team qualities | To work in harmony with other team members | Feedback from team members | 1 month | |||
| To help operate 1300 hours operational telephone customer service | To satisfy the queries of customers on phone and convincing them to join the gym | Feedback from customers | 3 months | |||
| Manager’s comment
Tony needs frequent monitoring to help him improve his relationship with other team members and customers. He needs to be more focused and dedicated towards his work. |
Signature
Date |
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| Employee’s comments | Signature
Date |
|||||
Coaching session – Coach’s self-reflection sheet
| Coach’s name | |||
| Coaching date/s | Time/s | ||
| Employee’s name |
Respond to these questions with your feelings and thoughts about coaching. What was your initial reaction to the coaching exercise?
What was your overall assessment of your performance as a coach? Give reasons for this assessment.
What do you think were some of your strengths during the exercise?
What do you think were areas where there was room for improvement?
What kind of strategies can you think of to help improve your coaching skills?
What do you think will be the cost of not implementing new strategies into your role as a manager?
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