17 Give an example of where your organization has used

Self assessment

Peer assessment

Set criteria assessment

Statistical analysis

... and then explain which you prefer personally and why.

18 Explain 360 degree feedback and why you would/would not use it.

20 How does developing self awareness help to improve motivation and job satisfaction?

21 Discuss the Pareto principle and ands its impact on time management

CASE STUDY

Howard Smith has been running his commercial cleaning business for the past four years. Before starting his business, he worked with another cleaner for two years to learn about the running of the business. He employs two casual staff to service his regular clients. He pays top priority to the trust and honesty of the casual staff as they provide cleaning services to several offices which have expensive equipment and other valuable assets.

Howard considers himself successful in business as he pays all his bills on time. He draws $1000 per week towards his wages and his staff is paid on time. He has enough work to keep him busy. He ensures that the existing work contracts are attended on time and complaints received are promptly fixed. He records work jobs to be done on a piece of paper and also refers to the notes from the previous day to plan his work. He always has a lot to And tries to do more than one job at a time. He prioritises and picks up jobs based on his personal preferences. His week includes a minimum of six days of working. He works at his own pace and is not worried about competition.

He measures his success in terms of meeting his work expenses on time. He calculates the quotes for a cleaning job by including the wages of the casual staff and some profit margin. He rarely compares his prices with the competitor's prices. He considers the work of casual staff acceptable as long as no complaints are received. If there are complaints, he usually fixes the problems himself and asks his staff to be more cautious in future. He pays his staff minimum wages as mentioned in the award and has no interest in providing them with any training.

Howard has problems with his accountant every year as he usually hands in a shoe box containing receipts and bank statements. He is unable to provide further details when queried by the accountant. He often wonders why his business does not make any profit when all bills and wages are paid on time. He only uses one supplier for purchasing cleaning products.

His attempt to use technology in business is based on the restricted use of emails. He considers it as a waste of time and is slack in its usage because he prefers to talk to the client over the phone or in person. He does not pay much attention to the suggestions by the staff to use better equipment for increasing efficiency and reducing costs.

You have been requested to assist Howard in planning his work and monitor the performance of his business and its employees. Also, you need to discuss with Howard making improvements in his skills for running the business efficiently and effectively.

ANSWER THE Questions FOR ABOVE CASE STUDY

How does Howard plan his business? Has he set any goals for the business?

How does Howard measure his work performance? How can you assist him in this area of measuring performance?

Based on Howard's experience, what skills does he possess to do his job? Due to the ever-changing business environment, how can Howard improve his business competencies?

Suggest ways in which Howard can keep records on customer satisfaction and upgrade his business and technical skills