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In this report, we looked at the case of the performance management of WIS NZ's telephone account manager.

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´╗┐Performance Management Not Just About Productivity Executive Summary In today?s rapidly changing business landscape, where companies worldwide are constantly looking for new and innovative ways to create, develop and maintain a competitive edge whilst combating against the seemingly endless challenges of their external environments (Nicole, 2008). Employers are increasingly becoming aware that in order to survive and ultimately succeed in their endeavours, a greater emphasis is required to ensure the human capital available to their firms is protected, productive and performing. Performance management includes activities that ensure that goals are consistently being met in an effective and efficient manner (Wikipedia). Performance management can focus on the performance of an organisation, a department, employee, or even the processes to build a product or service, as well as many other areas. In this report, we looked at the case of the performance management of WIS NZ?s telephone account manager. In 2007, WIS NZ started forming their management of telephone account managers, which was managed by its self with a simple system. The productivity probably was not as good as expected, but everyone seemed to be happy about the results. In 2009, WIS NZ outsourced its telephone account management to Salesforce. Salesforce started managing WIS NZ?s telephone account managers and recruiting new member to expand the team. Not long after Salesforce took over the manager, the productivity and sales increased but started to have high staff turn over. Through management structure, motivation and engagement, we found that there were a few barriers that stopped Salesforce to carry out good practice of performance management. ...read more.


3. The conduct of regular, formal reviews of progress toward these individual performance (and team ones when appropriate), including formal feedback and performance diagnosis to identify barriers to improved performance and plan for their elimination. 4. The informal and preferably continuous monitoring of employee performance and feedback provision. The disadvantage of management of Salesforce are also noticeable, high staff turnover, price undercutting, more individual than a team and low personal attention. Since Salesforce started managing telephone account manager team, a few Wesfarmers employees have left the company not after long, who all complaint about increasing workload and high stress. Coincidently, some new staff recruited by Salesforce left after 3-6 months, and reasons were quite similar. The survey is produced by SHRM and CareerJournal.com, the free, executive career site of The Wall Street Journal, two of my personal favourite sites (Heathfield,2006). 1. 53 percent seek better compensation and benefits. 2. 35 percent cited dissatisfaction with potential career development. 3. 32 percent said they were ready for a new experience. The bonus is monthly, not quarterly and yearly, and attractive, but hard to get. Staff are more knee on quick sales, instead of building up long-term relationship, that directly causes that staff intend to under price to secure a sale. The sales strategy is leaning more to price driven, not product driven, which leads quite many incidences of selling products under company-preferred margin, and the company does not appreciate that at all. There is also a high bonus for top salesperson in the team. Team members are quite competitive and aggressive, and like to hold on their ideas and not to share among the team, even if team managers are extremely encouraging. ...read more.


CONCLUSION On refection of the research undertaken, and with reference to performance management as a construct, there are motivation, engagement and management structure that supports the notion that for firms who can successfully increase productivity whilst maintaining a sustainable team. By comparing with WIS NZ?s two performance managements, we can tell that the productivity did increase since Salesforce took over the management, but which did create another problem of staff retention. Recommendations made on management, motivation and engagement will help Salesforce increase WIS NZ?s productivity even further while retaining right staff. Theses changes require both WIS NZ and Salesforce working together to solve the problems. With a stable team, WIS NZ will eventually make it worthwhile outsourcing the telephone account manager team to Salesforce. Reference: Dieleman, M., Toonen, J., Toure, H., & Toure, T. (2006). The match between motivation and performance management of health sector workers in Mali. Retrieved 7 November, 2011, from http://www.ncbi.nlm.nih.gov/pmc/articles/PMC1402315/ Macky, K. (2009). Managing Human Resources: Contemporary Perspectives in New Zealand. North Ryde, Australia: McGraw-Hill Australia Pty Ltd. Little, B., & Little, P. (2006). Employee engagement: Conceptual issues. Journal of Organizational Culture, Communication and Conflict, 10(1), 111. Retrieved 7 November, 2011,from http://ezproxy.aut.ac.nz/login?url=http://search.proquest.com/docview/216594236?accountid=8440 LOCKE, E.A., & LADHAM, G.P. (1990). A Theory of Goal setting and Task Performance. New York, NY: Prentice-Hall. Cummins, J. (2005). Current Performance Management Practices on Creative Reward and Motivation Techniques. Retrieved 7 November, 2011, from http://aut.summon.serialssolutions.com/search?s.q=performance+management+motivation&s.fvgf%5B%5D=&s.cmd=addFacetValueFilters%28ContentType%2CNewspaper+Article%3At%2CBook+Review%3At%29 Heathfield, S. (2006). Keep Your Best: Retention Tips. Retrieved 7 November, 2011, from http://humanresources.about.com/cs/retention/a/turnover.htm Moulton, S. (2005). Pay, Motivation, and Performance Management. Retrieved 7 November, 2011, from http://www.actioninsight.com/index.php/blogarticles/15-coaching-and-performance-management/73-steve Wikipedia, (n.d.). Performance management. Retrieved 7 November, 2011, from http://en.wikipedia.org/wiki/Performance_management Nicole, K. (2008). Academic performance, time management, and motivation in working and non-working occupational therapy students, Retrieved 7 November, 2011, from http://search.proquest.com.ezproxy.aut.ac.nz/docview/304822279 ...read more.

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