BUS-FP3040_FisherKathryn_Assessment3-1.docx - MANAGING...

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MANAGING PERFORMANCE 1Managing PerformanceFundamentals of Human ResourcesCapella UniversityKathryn FisherMay 2019
MANAGING PERFORMANCE 2IntroductionFor this assignment, I will be researching and analyzing the performance management system that is currently in place at Starbucks. This paper will explain the formal and informal feedback processes as well as analyzing how Starbucks protects themselves from any litigation related to performance management. Lastly, this paper will analyze the techniques that are used by managers in Starbucks to try to improve employee performance. Current Performance Management System in Place at StarbucksPerformance management is “the process of creating a work environment or setting in which people are enabled to perform to the best of their abilities, it begins when a job is defined as needed and ends when an employee leaves the organization; it defines the interaction with an employee at every step of the way in between the major life cycle occurrences and makes every interaction opportunity with an employee a learning occasion” (Heathfield, 2019). The performance management system that Starbucks currently uses is their performance appraisal. It is the process used to evaluate how well their employees are doing their jobs. Although this process is disliked by both employees and managers, it is necessary in the workplace. According to an article by Inez Devina, “in human resource planning, the performance appraisals are used for career planning purposes and also termination decisions. Companies that have poor performance appraisal systems face many problems. The performance appraisals are used as a basis for compensation, promotion and training decisions” (Devina, 2013). There are two steps to completing a performance management appraisal; first is actually measuring the job performance of the employee and second is sharing feedback with employee. Starbucks uses what’s called a “customer comment card” which is one of the ways they use to
MANAGING PERFORMANCE 3measure the job performance of their employees. “The customer comment card is a survey of questions answered by Starbucks customers about their experience with Starbucks employees as well as the service and products offered” (Devina, 2013). Another way that job performance is measured is; evaluation and observation by managers and retail employees of each other. The second step to the performance appraisal is providing feedback to one another, additional

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