On-line Activity - Week 2
Read the case study, then complete the tasks that follow.
Case Study
A medium-sized professional accounting practice hires you as a human resources consultant. The firm has three partner accountants, eight junior accountants and eight administration staff in various roles including office management and administration support (including a junior office clerk), financial control, customer service and marketing.
Two of the administration staff have concerns in relation to their respective roles. The customer service team member feels under-qualified and has no one to ask about service issues, as most staff are from a financial background. The junior office clerk wants to clarify his career goals and establish an appropriate direction, but this hasn't been actioned by the firm.
The reason the three partners have asked for your help is that they are having trouble managing the performance of their staff. Specifically, they don't have an effective or efficient way in which to listen to, record and use feedback from their staff. In addition, none of the partners are able to devote sufficient time to the overall performance management process and would like to pass responsibility for performance management to the administration manager.
Complete the following tasks for the partners to implement a new system.
1.Develop a feedback plan for the firm. Ensure the document is professionally formatted for submission to the partners.
2.Create a training guide for the administration manager so this person knows how to conduct the feedback process.
3.Create performance improvement plans for the administration manager so this person knows how to conduct the feedback process.
4.Create the performance improvement plans for the customer service staff member and junior office clerk respectively. In doing so, provide sources of specialist advice, training and career development options.
5.Establish a brief grievance process for the firm. It should be accessible to all staff and be directed to the partners for action. Ensure you provide any necessary legislative references in your process. (You may assume the organisation has a privacy, confidentiality and anti-discrimination policy.)