HRM 531: Performance Management Plan

Performance Management Plan
HRM/531 Human Capital Management

To: Bradley Stonefield
Landslide Limousine Service Austin, Texas
From: Atwood and Allen Consulting
Date: February
Subject: Performance Management Plan

A strategic performance management framework is essential for the success of Landslide Limousine. The performance management plan must align with the business strategy to ensure the business is successful. The organizational philosophy and job analysis will help the company define skills needed by employees. It is important to determine methods the company will use to measure employee’s skills, address skill gaps, and an approach for effective feedback. Atwood & Allen Consulting
The job analysis will assist with identifying the skills required by Landslide Limousine employees. Job analysis is the process of obtaining information about jobs and “typically includes information about the tasks to be done on the job, as well as the personal characteristics (experience, education, personality, specialized training) necessary to do the task” (2013, p.165). Atwood & Allen suggest the observation and critical incidents methods compared to the other methods available to determine the necessary skills for the employees. The observation method requires an analyst to observe a worker. During the observation stage the analyst records, “what, why, and how of various parts of the job” (Cascio, 2013, p. 172). To use this method, information is gathered from services of other limousine company’s in the area to record in a standard format (Cascio, 2013). The critical incidents method is comprised of “brief actual reports that illustrate particularly effective or ineffective worker behaviors” (Cascio, 2013, p. 173). To accomplish the critical incidents method, the company should record situations one encounters while using other limousine services in the area. The information the company gathers will give a clear picture of job requirements and assist in developing excellent customer service to out perform competitors (Cascio,
The most effective way to address skill gaps is with training (Cascio, 2013). Considering the limousine profession, the simulation method and On-the-job training method are the most appropriate training methods. The simulation training uses techniques such as behavior modeling and role-playing to improve skill gaps with customer service issues. On-the-job (OTJ) is another training method the company can use. This method is appropriate when an employee is not receiving positive customer feedback. This method works by placing the employee with negative feedback with an employee who received exceptional customer feedback to train him or her on how to handle situations and interact with customers more effectively. The company must deliver effective performance feedback to complete the performance management framework. Landslide Limousine’s reputation and place in the current market depends on excellent customer service. To assure management and employees are working together to meet the organizations strategic goals, the company must provide frequent feedback. Atwood & Allen recommends the company perform quarterly and annual evaluations. It is crucial that Landslide Limousine stress open communication for employees with immediate feedback to employees based on customer comments. Regular meetings should be scheduled for management and employees to discuss goals