6N4329: You have recently been appointed as a supervisor in the Sales Department: Supervisory Management Assignment, OC, Ireland

You have recently been appointed as a supervisor in the Sales Department of Midland Groceries Ltd. You have nine workers in your team which is responsible for handling counter sales and maintaining good customer relations with the retail and wholesale clients. With your expertise gained through good management training, you have been instrumental in helping the company in recruiting some members of your team. Elaine is an old member of this team in your department and is now due for a staff-evaluation.

Her role is that of a lead-hand in her Section. She is charged with the responsibility of ensuring that customer-care is delivered in line with quality standards and is also responsible for maintaining work-related records of her Section, to include operational records, a work roster for operational staff in her Section, and a maintenance schedule for equipment and vehicles placed with her section.

She is well liked by clients and is extremely focused on meeting client’s needs. However, Elaine is often late for work and has missed a couple of shifts in the last few months without adhering to the correct procedures for sick leave or annual leave. There have also been some adverse observations on her record keeping, rostering and scheduling of equipment maintenance from the Operations Manager.

You are required to plan and show how you will conduct a performance review meeting with Elaine and carry out relevant discussions with her, using appropriate forms/documents. Please provide evidence of forms/formats used by you for these detailed discussions along with copies of sample documents prepared to advise her, separately for each of the 5 Requirements listed below:

Requirement 1:

Discuss in general terms, in the context of Midland Groceries Ltd. how setting of objectives/goals can help the employees and the management in performance management.

Requirement 2:

Show with the help of appropriate forms how you propose to conduct an evaluation to identify the achievement of goals by Elaine.

Requirement 3:

Using general management principles, discuss the following in the context of Midland Groceries Ltd:

(a) How to provide positive and constructive feedback to the employees on their performance.
(b) How to identify opportunities for personal and professional development of employees.

Requirement 4:

Using general management principles, discuss the philosophy of handling/record keeping of customer complaints and their resolution in the context of Midland Groceries Ltd.

Requirement 5:

Prepare the following sample documents to educate and advise Elaine for proper discharge of her essential duties:
(a) Sample Weekly rosters for the 6 members of her Section.
(b) Sample Monthly maintenance schedule for vehicles and equipment.