Performance and Reward Management

Skills Assessment

In this activity you will have the opportunity of carrying out an appraisal as a line manager. This is to meet criteria 4.2 and 4.3 of the assessment. In this you will prepare for the appraisal of a member of your team using the appropriate review form (appendix 3). You then undertake the appraisal which will be videoed to provide the necessary evidence. The video will then be assessed in order that you can reflect on your performance. Guidance is provided in respect of the appraisal and the video.

You will need to arrange for someone to play the interviewee. To aid their involvement the use of the self -appraisal form (appendix 4) could be used. This will aid you in planning for the appraisal.

The organisation:

Netporter.com is a multinational electronic commerce and distribution company with headquarters in London, England being one of the world’s largest online retailers for fashion, cosmetics and luxury goods. Netporter.com has a retail website for the UK but supplies through international despatch to many other countries. The main USP (unique selling point) for Netporter.com is its virtual warehouse space as stock is held in supplier’s warehouses and brokered through Netporter’s two distribution warehouses in Palaiseau, Central France and Manchester in the UK. Most of the leading fashion houses sell through Netport.com as do other luxury goods brands for individuals, such as cosmetics, fashion, perfumery and jewellery. The business plan is to grow by acquisition of smaller online retailers in the UK and overseas; and to this end two companies have been acquired, one in Nigeria and one in Dubai.

Interviewee (Appraisee) Brief

12 months have now passed since you got the position of Warehouse Operative in Netporter.com Manchester warehouse. The job description can be found at appendix 1.

You successfully completed your 3 month probation and your annual appraisal is now due. Your performance summary is detailed on appendix 2, for the 12 months. Overall you have performed well against the KPIs and have met each target.

You are satisfied with your progress and are now looking to push for promotion to a team leader. The one area that does cause you concern is your lack of ability to mix with the rest of the team who tend to exclude you from social events. You have also been the subject of a grievance from a fellow team member in regard to being overly aggressive on a number of occasions. This was dealt with and you have a satisfactory working relationship with that team member.

Interviewer (Appraiser) Brief

You have been with Netporter.com for 6 years, having joined from John Lewis and having previously been with Argos. You are a member of the Institute of Logistics and are highly qualified in this field. You have also taken a business management degree at the Open University and are looking to reach director level in the next 2 years. You run a very tight ship and all the teams you have responsibility for perform well and meet targets

You undertake all the appraisals of your team but with input from the respective team leaders. The team member involved has only been with you for 12 months. They have done reasonably well in a physically demanding role. You have received feedback from the team leader and from your own knowledge consider the following areas need to be discussed:

1. Good performance against target but it is felt that they have reduced their effort over the last couple of months

2. Whilst targets are being met, you want your team to be the best and reach the ‘best in class’ benchmarks. This member of staff is the lowest performer in your team

3. There have been examples of aggressive behaviour leading to a grievance. The behaviour of the member of staff can be curt which does not enamour him to the rest of the team. They do not appear to have any friends amongst the team.

4. The member of staff does not appear interested in the organisation and does not attend social events or get involved in the corporate responsibility charity events

5. Number of days absent in the 12 months is high at 8 (national average 2013 was 4.4 days) – all 2 day absences and at similar times in the month. No return to work interviews have been conducted.

Appendix 1: JOB DESCRIPTION WAREHOUSE OPERATIVE

The Warehouse Operative must have drive, ambition and a passion for ensuring that customers receive a first-class Netporter.com experience.

Tasks and Responsibilities

As a Warehouse Operative you may be asked to work in various areas of the building, the main departments being Inbound and Outbound. In addition, you will be required to operate various types of mobile equipment to move heavy and bulky goods, including a Powered Industrial Truck and a People Up Platform, and work at heights to pick and store those goods. Tasks may include:

· Efficiently and effectively receiving & storing goods inwards following Netporter.com internal processes and procedures and using radio frequency (RF) scanners

· Pick our customer orders ensuring a high level of quality and productivity

· Accurately pack and ship our customer orders to ensure we meet customers’ high expectations

· Accurately pick products to ensure we meet customers’ high expectations, potentially on a multi-level mezzanine

· Accurately read instructions from a scanner

· Relocate products using forklifts, pump truck and power pallet truck

· Consistently achieve Key Performance Indicator’s (KPIs) set for your department

· Adhere to strict safety, quality and production standards

Physical Demands – The role involves the following physical demands on a daily basis:

· Standing and/or walking for long periods of between 8 and 12 hours per shift (flex and part-time shifts may vary)

· Lifting and moving products up to 15kg in weight

· Lifting, bending, reaching above the head, kneeling, crouching, and/or stretching for 8 to 12 hours per shift (flex and part-time shifts may vary)

· Pushing and pulling product up to 15kg in weight for 8 to 12 hours per shift (flex and part-time shifts may vary)

· Manual dexterity of both hands and wrists

· Working on a secure mezzanine at a height of between 9 to 12 metres (equivalent to a 3 or 4 storey building)

· Regularly climbing and descending four stories flights of stairs safely

AVADO Learning Limited. Registered in England with number 06177616. Registered office: Landmark House, Hammersmith Bridge Road, London, W6 9EJ. VAT Registration number: 918560018. Authorized and regulated by the Financial Conduct Authority – Interim Permission Number 611566

Summary Months 1-6

Month

7

Month

8

Month

9

Month

10

Month

11

Month 12

Full year

Act

(A)

Target

(T)

A

T

A

T

A

T

A

T

A

T

A

T

A

T

Inbound

Orders received per hour

3

5

4

5

4

6

5

6

5

7

6

7

6

4.5

4

Outbound

Orders picked and shipped per hour

8

12

10

15

12

16

12

18

14

20

18

20

18

12.4

11

On time ready

99

99%

99

99%

99

99%

99

99%

99

99%

99

99%

99

99%

99

99%

Damage free shipments

99

99%

99.1

99%

99.2

99%

99.3

99%

99.4

99%

99.4

99%

99.4

99%

99.2

99%

Order picked accuracy

99.1

98%

99.2

99%

99.3

99%

99.3

99%

99.4

99%

99.4

99%

99.3

99%

99.1

99%

Appendix 2 : Netporter.com Warehouse Operative Manchester Key Key Performance Indicator’s (KPIs)

Best in Class

Benchmark

Inbound

Orders received per hour

10.26

Outbound

Orders picked and shipped per hour

23.5

On time ready

99.9%

Damage free shipments

99.9%

Order picked accuracy

99.9%

Notes: Probation successfully completed after 3 months Best in class are industry figures from the Institute of Logistics Majority of work is undertaken in ‘Outbound’

AVADO Learning Limited. Registered in England with number 06177616. Registered office: Landmark House, Hammersmith Bridge Road, London, W6 9EJ. VAT Registration number: 918560018. Authorized and regulated by the Financial Conduct Authority – Interim Permission Number 611566

Appendix 3 Performance review form

Date of Review …………………….. Period Covered …………………………………

Name of Manager ………………… Name of employee …………………………….

Job Role of Employee ……………………………………………………………………..

1. Summary of discussion on performance over the last six months

…………………………………………………………………………………………………

………………………………………………………………………………………………….

2. The quality of the work provided, recording areas that have gone well and those where improvement is required

………………………………………………………………………………………………….

3. Record performance against targets set and in those cases where they have not been met, record the reasons given and your views on these

…………………………………………………………………………………………………

………………………………………………………………………………………………….

4. Outline agreed actions to overcome any shortfall against targets including such factors as training and development needs, equipment needs or medical support

Actions by line manager: Actions by employee:

………………………………………….. ……………………………………………..

Signed: Line Manager ……………………………….. Date ………………………………..

Appendix 4 Self-Appraisal Form

Name:

Department:

Date of appraisal __/__/____

Your next Appraisal Meeting will take place on:

Date: __/__/____

Time: xx:xx

The purpose of the Appraisal Meeting is to enable you to discuss, with your manager, your job performance and your future. The discussion should aim at a clearer understanding of:
The main scope and purpose of your job

Agreements on your objectives and tasks

Standards or targets for measuring your performance

Your training and future prospects

You can prepare for the meeting and discussion by completing this form.

You may show this form to your manager. This will give him or her time to consider your problems and suggestions. If you do so, it will not be copied or filed without your permission.

If you prefer, you can use this form for your own guidance only, and not show it to anyone.

You will be given the opportunity to read the appraisal form prepared by your manager; you will be able to add your comments, and sign the appraisal form.

Bring to the appraisal meeting:

· your current job description

· your current action plan

Self appraisal
Name:

1. Circle appropriate answers, and comment below

1. Do you have an up-to-date job description? |_| Yes |_| No

Do you have an up-to-date action plan? |_| Yes |_| No

Do you understand all the requirements of your job? |_| Yes |_| No

Do you have regular opportunities to discuss your work, and action plans? |_| Yes |_| No

Have you carried out the improvements agreed with your manager which were made at the last appropriate meeting? |_| Yes |_| No

2. What have you accomplished, over and above the minimum requirements of your job description; in the period under review (consider the early part of the period as well as more recent events)? Have you made any innovations?

3. List any difficulties you have in carrying out your work. Were there any obstacles outside your own control which prevented you from performing effectively?

4. What parts of your job, do you:

1. do best?

do less well?

1. have difficulty with?

fail to enjoy?

5. Have you any skills, aptitudes, or knowledge not fully utilised in your job? If so, what are they and how could they be used?

6. Can you suggest training which would help to improve your performance or development?

7. Additional remarks, notes, questions, or suggestions

AVADO Learning Limited. Registered in England with number 06177616. Registered office: Landmark House, Hammersmith Bridge Road, London, W6 9EJ. VAT Registration number: 918560018. Authorized and regulated by the Financial Conduct Authority – Interim Permission Number 611566

Performance and Reward Management

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