PART 1

1 Explain the role of the first line manager in performance management. 2 Describe how to ensure fair and objective formal assessment. 3 Explain how to set SMART objectives for a team member. 4 Explain how to set performance standards for a team member.

5 Explain how to measure performance against agreed standards. 6 Explain the importance of feedback when working to improve performance. 7 Describe how to give effective feedback. 8 Describe potential areas of under performance in a workplace. 9 Describe causes of failure to meet agreed performance levels. Give THREE examples. 10 Describe actions to restore performance to acceptable levels.

11 Define the term 'motivation'.

12 Describe the factors that may affect motivation levels in the workplace. 13 Explain how individual differences affect levels of motivation in the workplace. 14 Explain the potential impact on organisational performance if employee motivation levels are low. 15a Describe a recognised theory of motivation. 15b Describe how knowledge of this theory can be used to improve performance in the workplace. 16 Explain how to use employee engagement to increase motivation levels. 17a Describe the value of formal and informal performance assessment in the workplace - Formal assessment 17b Describe the value of formal and informal performance assessment in the workplace - Informal

PART 2

1 Explain why quality is important to internal and external customers in the workplace. 2 Explain what is meant by 'Total Quality Management'. 3 Explain the difference between design quality standards and process quality standards. 4 Explain the cost of quality in the workplace. 5 Describe a quality system used in the workplace. 6 Identify quality standards set for the workplace. 7 Describe tools used to monitor quality in the workplace. 8 Describe records for maintaining quality in the workplace. 9 Identify practical and positive steps to improve quality in the workplace.