When looking at performance management it can be defined as (1) ‘a process which contributes to effective management of individuals and teams in order to achieve high levels of organisational performance. As such it establishes shared understanding about what is to be achieved and an approach to leading and developing people which will ensure it is achieved.’ We can see from this definition that managing performance is crucial to the overall performance of the organisation and meeting its goals and objectives. This process must then be strategic but also link other aspects of the organisation such as individuals and teams. As defined above, performance management is ultimately about achieving high levels of organisational performance. As managers we must use performance management as a continuous process that aims to improve & develop the individuals in our team. MITIE uses the below diagram to illustrate that the process is continuous. (2)
Within my role as Admin Manager I have 3 people directly reporting in to me. As a team we are largely responsible for the smooth running of the operations side of the business including planned and reactive tasks. The team operates across the contract as a whole so has responsibilities in numerous varied processes and tasks. Below I have highlighted some of the key responsibilities within this role in terms of performance management.
* Recruitment – I am responsible for recruiting people who are qualified, have relevant experience and can fit in to the team. * Inductions – Site & Company inductions are completed and help to start setting performance standard. * Setting Performance standards – Features of the job that are usually continuous and based around how the team works or their behaviour. * Setting Objectives – Team and individual objectives are set to achieve specific performance targets. Also objectives are set for individuals relating to personal development. * Probation Review – Completed 3 months in to a new team member’s employment. This is the first official opportunity to review an individual’s performance. Initial objectives and performance standards are also set at this time. * Improvement and Development – I have to look for areas where the team can improve performance. Similarly I have to ensure the team has the skills and ability to complete their objectives. This involves development and training for the team and individuals. This is a 2-way process though and as a manager I must create a culture where the team and individuals can be at the forefront of their own development. * Appraisals – These are completed annually and are used to review performance of the individual. During this process the objectives set previously are reviewed along with performance standards. Feedback is given both positive and negative if required. Future development plan is discussed and agreed with the individual. This is also an opportunity for the individual to discuss any problems or obstacles that they have encountered in trying to carry out their role. Furthermore this is also an opportunity to take action to improve poor performance. * Absence/leave – This involves managing planned leave as well as unplanned so team performance is maintained at the required level.
As highlighted above one of the key responsibilities I have as a manager is to set team objectives. These objectives must be set and then agreed with the team. Some examples of objectives I have set for the team are below:
* Achieve a minimum of 96% overall KPI score for reactive task performance every month * Manage the planned maintenance tasks so 100% of statutory PPM’s are completed within legislative defined timeframe. * Manage all Priority 1 reactive requests for data centres & MTX's to ensure zero SLA failures are incurred each KPI month.
Within the team I also have performance standards that I set, which are linked to the MITIE’s...