1. In the context of KS Cleaners, critically evaluate the availability of any prerequisites to implementing a performance management process.
2. Discuss your plans for developing formal job descriptions for the employees at the second shop.
3. Explain key features of developing performance plans for the employees. Provide examples of factors you would consider in developing such plans for the dry cleaner.
4. In the context of KSC, create two results-oriented performance standards for the general duty employees.
5. The following information was obtained from O*NET.
41-2021.00 - Counter and Rental Clerks:
Knowledge: Customer and Personal Service—Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Skill: Speaking—Talking to others to convey information effectively.
Ability: Oral Comprehension—The ability to listen to and understand information and ideas presented through spoken words and sentences.
Work Activities requiring the above competencies: Working Directly with the Public—Dealing directly with the public.
Discuss the factors that should be considered in establishing behavior-oriented performance standards for the general duty employees. Give an example of such a standard.
6. Provide a detailed discussion of both the responsibilities of the manager and the responsibilities of the general duty employees during the performance execution phase.
7. Explain the process that Kevin should use to get information when he is developing the performance assessments for the general duty employees.
KS Cleaners is a small company that provides several services to its customers: dry cleaning of clothes, laundry, ironing, and some clothing repair work. KSC specializes in low-cost volume, promising that dry cleaning will be returned to its customers the day after it is turned in. The charge is $1.50 for each item dry-cleaned; there is an extra charge for ironing, although ironing is usually not necessary because the items are placed on clothes hangers immediately after they are removed from the dryers.