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Running head: Performance Management and Training1Performance Management and TrainingStephanie CohnCapella University
Performance Management and Training2Performance Management and TrainingThe goal of performance management, as defined by the United States Office of Personnel Management, is improving organizational effectiveness. Performance management application, however, depends on both the industry and the methodology being applied” (Pickett, 2015, pg. 40). Having talented employees can be a powerful advantage when developing and training skillsto compete on a global level. In this essay I will be describing the performance management system currently in place for Conduent; explaining the formal and informal performance feedback process for Conduent;the best practices Conduent use to improve employee performance; analyzing the importance of training to organizational needs and performance goals; and explaining how training and performance management protects an organization from legal litigations.Current Performance Management System“There are many ways to measure the performance of an employee. For performance management to achieve its goals, its methods for measuring performance must be good. Selecting these measures is a critical part of planning a performance management system. Several criteria determine the effectiveness of performance measures” (Noe, 2020, pg. 305).Employee performance management and training system for Conduent is designed with the intent to deliver and facilitate methods, and automated processes and tools to significantly increase the certainty of improving employee skills with the intent to reach organizational goals. Created by multi-weekly onboarding programs that include a spiral learning methodology based on experiential practices, authentic scenarios and blended learning components such as: e-learning micro-modules, captivate demos, informal videos, job and performance aides and coaching. Training is provided more in detailed with individual coaching sessions, team
Performance Management and Training3meetings, leadership development courses, and mentoring programs. Conduent also improves employee skills through - “microlearning solution that delivers individualized, intelligent contentbased on a learner’s profile. Providing convenience and flexibility, their microlearning solution empowers learners through self-management, reduces training duration, and increases ROI” (Conduent, 2020). Conduent evaluates the effectiveness of their training programs by developingperformance management planning strategies. Conduent’s planning needs is based on three aspects which includes customer service, problem solving, and decision making. Conduent’s call care reps provides a service that is aligned to the experience of the customer. Conduent’s performance planning strategies for an example as a call care rep. is based on the measurements of the customers experience with the call rep, the duration of the call, and the ability to provide customers with the appropriate resolution.