Lack Of Goal Setting Discussion
Go Through the six topics and solutions and prioritze them in order of importance number them and format them in a professional manner as a consultant in APA format.
Issue: Lack of Goal Setting
The videos in week six highlighted many issues in the employee appraisal process at CanGo. Warren gave Nick an unreliable performance review. This lack of integrity and quality in employee appraisals leads to lack of: employee motivation, trust, and even work quality. For CanGo to experience growth and optimization, a concrete appraisal system has to be implemented by CanGo management. One of the most prominent aspects of a concrete appraisal system is having a system for setting, and measuring, goals.
The best way to increase the quality of the employee appraisal process is through training management to set Specific, Measurable, Attainable, Realistic, and Timely (S.M.A.R.T.) goals. According to Top Achievement, “a goal must be specific. To set a specific goal, you must answer the six ‘W’ questions:
Who is involved?
What do I want to accomplish?
Where? Identify a location.
When? Establish a time frame
Which? Identify requirements and constraints.
Why? Specific reasons, purpose, or benefits of accomplishing the goal”
(“Creating S.M.A.R.T. Goals”)
A goal must also be measurable. Management should be able to measure the progress of the project, set target dates, and have a means of knowing exactly what considers the project “completed”. Goals must also be attainable. Reaching for the sky is great, but you must have the means to attain all objectives. CanGo managers need to help their employees develop the attitudes, abilities, and skills to accomplish all assignments. Goals must also be realistic and have a set of steps; “a goal must represent an objective toward which you are both willing and able to work. A goal can be both high and realistic” (“Creating S.M.A.R.T Goals”). Finally, a goal must be grounded within a time frame; “with no time frame tied to it there’s no sense of urgency” (“Creating S.M.A.R.T. Goals”).
Creating S.M.A.R.T. Goals. (n.d.). Retrieved August 10, 2016, from http://topachievement.com/smart.html
The benefits of cross training employees goes above and beyond the ideal that the business only benefits. There are many different ways that cross trained employees provide support and increase the productivity of the company.
To guide canGo into a position were branching out will allow business to grow and being able to transition across various resources, we have to review what experience the current workforce holds. Lack of funding is already causing employees to work with less, and management has approved to expand current resources (current employees) to cover other avenues until more capital can be earned. Looking within the company first allows for operational readiness to be at the forefront, while encouraging teamwork across departments.
There will be ups and downs, but decisions will need to be made by weighing pros and cons to move employees based on priority to balance the lack of resources. Complete a risk assessment to know and recognize tradeoffs and what you’re going to be losing. Making sure that employees are rewarded and given credit for what they do and have done across the board. Showing value and gratitude for the sacrifice both before and after, because the employees are the reason that production is possible in the end.
For team building to be effective, the leaders must first identify the issues their group is facing. To be successful, one needs to motivate and bring their staff together through team building exercises. In doing so it allows the staff to bond and work as one. This also allows the team to improve communication. In doing so you build interdependence and trust. In order to maintain this level of trust and team building you need consistency in your management style. You need to keep competition out of such exercises, and aim for more of team building. To add to your success, you need to instill an organization chart. This allows the employee to know his role in the company and helps them understand their goals as well as limitations in responsibility. This hierarchy structure and chain of command is vastly needed to have order in the organization as well. Once you have established this order and rapport in the team. You can start turn the goals of the team into customer service and how to better effectively communicate and serve the customer. This type of training wil refer to teaching employees the knowledge, skills, and competencies required to increase the customer satisfaction. Good customer service is vital for all businesses large and small will have an effect on customer loyalty and add potential customers for Cango.
Some simple exercises in the team will help them establish good traits for the real thing. Example being role playing in the team. Allowing one employee to play the role of a difficult or angry customer. Which allows the employee to build rapport and help the fake customer be satisfied. The ultimate goal of customer service training exercises is to have everyone in the group working together and realize the similarities and differences.
Employee Evaluation Form
Issue: CanGo Lack of a well-planned Employee Evaluation Form
An Employee Evaluation Form helps to evaluate an employee’s work performance. It can be used to provide your employee with constructive feedback on various areas of their performance. But it also can be useful for documenting a history of disciplinary issues—which can come in handy if you need to terminate an employee for cause (rocketlawyer.com), or if you have any other type of employment dispute. The Form keeps an employer or supervisor on top of the requirements of each employee’s job, and how well they’ve fulfilled them over time. An Employee Evaluation Form can include an evaluation of an employee’s attitude, planning, quality of work, communication, attendance and more. This form allows an employer to make comments on an employee’s progress since the last evaluation and record recommendations for future development.
Solution: Triple Constraint Triangle recommends CanGo should use an Employee Evaluation appraisal form that has a system for setting, and measuring, goals such a form as the one that we have here. After the employee performance evaluation has been completed and signed, make a copy for the department files, give a copy to the employee, and forward the original employee performance evaluation to the human resource department.
CanGo has begun to look at expanding in multiple areas without looking to try and find one to concentrate on first. With multiple areas of the business that can be worked on first they need to weigh out the pros and cons when expanding. CanGo is trying to expand the inventory control and picking in the book department, also trying to get into the online gaming market and finally having issues in areas like customer service and shipping in the overseas areas. With these issues in other areas is it very smart to expand into something new without the resources or manpower to dedicate the time to a project like this.
CanGo’s business is small and the owner has a good command on the financials and everything going on. Here they are able to the expenses and compare them to sales and maintain a budget to make money each year. Now they are trying to get bigger and go into other markets that they are new too, if they are successful and able to grow more, it will be much harder to keep up with the financials and would need to hire more accountants to help with this.
As the company wants to grow and most people believe that with growth the company will take care of itself they really need to look at not growing too fast and not having the funding to take care of the issues that may come up. These issues are personnel, inventory, software and marketing in place to help the growth transition smoothly. If they move people around will it affect the current business that is currently making money? Next Cango must look at hiring the right people for the job and also ones that can come into the team and make an impact to the business. As we have heard in the videos that they are unable to hire more people at this time so this makes one to think that they are not prepared to expand. Looking ahead we can see seven downfalls and growing pains that come with growing too fast.
1. “Cash flow crunch. The ebb and flow of cash in, cash out gets more complicated as you grow. It doesn’t take much growth before your monthly expenses exceed your operating credit, and suddenly one bad sales month takes on a whole new meaning.
2. Operational clumsiness. It’s unlikely that you have had a chance (or the need) to implement any of those fancy-sounding operational acronyms that essentially mean running your business as smoothly and as efficiently as
possible, because in the old days, doing things slowly didn’t matter.
3. Customer service failures. This is where your popularity becomes a double-edged sword. On the one hand, high demand creates a buzz, further driving demand. The flip-side is that keeping up with that demand is difficult, especially when facing rapid growth.
4. A success spending spree. It’s tempting to see the orders come in as a sign that it’s time to spend. It’s true that growth requires adding team members and infrastructure, but don’t take it as a license to go on a spend-a-thon.
5. Human resource risks. Change makes people worry, especially when that change puts the business at risk. It doesn’t take many months of barely meeting payroll before even your right-hand man is dusting off his resume.
6. Decision-making changes. Growth means stepping back from the day-to-day operations into a leadership role (and that isn’t a bad thing); however, it does disconnect management from the nitty-gritty details that may affect business decision-making.
7. Leadership shortfalls. Any leadership faults become painfully obvious when a company starts to grow. Just as awkward processes only matter when the company needs to scale up, the same holds true for leadership skills.” (Young, 2013)
Our recommendation would be to first look at the book inventory picking system and to invest into the ARS. By getting two of these systems you can expand the book selling part of the business and increase the sales and inventory to hold more books and try to eliminate warehouses in other areas to save money. This helps the company as you can move some people that you have in this department into other areas and get them the training to get ready for another phase in the expansion. If they are short on people and resources this would be a suggestion to move forward and have a few more resources to fall back on.
Young, C. (2013, January 28). 7 Ways Rapid Growth Can Kill Your Business. Retrieved August 11, 2016, from America Express Open Forum: https://www.americanexpress.com/us/small-business/openforum/articles/business-growing-pains-7-ways-rapid-growth-can-kill-your-business/
Issue: Performance evaluations need to be a process and be effective for both the employee and employer.
Performance evaluations should be a two-fold process and is meant to help both the employee and employer. Evaluations can be a valuable tool and if done properly, should provide important information and the opportunity to optimize employee performance. The evaluation is meant to measure job performance, aptitude and if the employees’ skill set matches the job. The performance evaluation should contain performance standards at which employees must perform to meet the company’s requirements. The frequency that evaluations are performed is subject to the company’s needs. The more often is better because issues that need correction or changed can be done sooner.
CanGo’s evaluation process is very poor. Warren was very unprepared for Nick’s evaluation. There were several issues with Nick’s performance during the year that should have been discussed. Discussing his performance level and giving guidance is not only good for Nick’s future with CanGo but also for CanGo’s. Performance evaluations can also be a part of the company’s compensation structure and promoting from within.
CanGo needs to develop a performance evaluation procedure that is required by each supervisor to perform for his employees that he is responsible for. HR should have access to evaluation forms and computer programs that can aid in having a successful performance evaluation. Training for all supervisors must be performed for the evaluation process to be successful. The evaluations should be performed monthly or quarterly. Companies who routinely perform evaluations reap rewards:
Employees will know what is expected of them. They should get feedback, praise, criticism, and notice of shortfalls.
Recognize and reward good employee evaluations and identify and coach employees who are having trouble.
Frequent evaluation promotes communication that enables the company to stay in line with needs and concerns of your employees.
Employees should be given the evaluation report in advance of the performance meeting. This, in case of
a poor evaluation, will allow for any anger issues to subside, so that the meeting will be productive. The employee should also be given the opportunity to state any concerns, or suggestions that he may have. Important notations should be recorded on the evaluation form and entered into the system as part of the employee file. A witness is always a good idea in case there are differences of opinion and something comes up later in reference to the evaluation. The employees’ evaluations should be discussed with constructive coaching, encouragement, and a plan of how to up his performance, if necessary.