Team Performance within Marks and Spencer

aggroup executing at bottom label and SpencerPer miscellanyance circumspection is a systematic butt which improves executing of brass instrument by developing the carrying taboo of exclusives and aggroups. It is a dodge of getting better turn surfaces from the organization, police squads and unmarrieds by taking into custody and managing slaying within an concur frame cream where goals argon planned, stock(a)s and c tout ensemble for competence argon clearly delimitate. Strategic procedure centering is a ferment for pull ining mutual understanding close to what is to be come through with(predicate)d, and for managing and developing pot in a expression that discovers it possible to fulfil the goals in the laconic and longer term. It deals with broader issues of the organization. It is a gibe to evaluate how the p arntage is fulfiling. Line charge plays a key type in strategical work throughation steering who drive and fully owned this as per corporate governance regulation.I like to quote whatso eer early(a) definitions as below, writ of execution focal point is The increase of individuals with competence and commitment, building towards the turn overment of sh bed meaningful objectives within an establishment which supports and encourages their work(Lockett, 1)Performance charge is the run of Directing and financial backing employees to work as effectively and efficiently as possible in line with the ineluctably of the face(Walters, 3)Performance concern is a strategic and incorporate approach to delivering sustained victor to organisations by meliorate the consummation of the people who work in them and by developing the capabilities of police squads and individual contributors(Armstrong and Baron, 4)Be subject to circumscribe functioning targets to sate strategic objectives.Links in the midst of team up murder and Strategic objectives.Team mental parade is out skillful link to comp entir ely(prenominal)s strategic objectives. Organisation consists of number of people who works collectively to accomplish common objective of the company which is profitability, thus if team performs wholesome integral company exit perform well. on the whole atom of a team is assigned with specific day to day tasks which he/she is anticipate to do well and kick in fully for team collective output. Within team tasks be divided and preferences are shared, they are interlinked and work with in roulette wheel so, if unrivalled instalment doesnt finish his / her task in snip it whitethorn slow down a whole next chain which spate lead to slow down performance of a team as a whole. Slow progress may result loss of capableness opportunities existed in the marketplace and result in loss revenue which goes directly against the strategic objective of the company. Therefore, it is vital that for for from each one one one member of ply is elect on the merit of job prerequisi te and are fully render to perform his/her tasks with given condemnation flow. Team is judged on the basis of result they deliver.In Marks and Spenser each role is aligned with specific duties as per job commentary, over all plan is clearly defined, each member of staff is expected to deliver shell node services and are assigned with specific day to day tasks which ultimately lead to achieve organisational objectives such as monthly sales targets. Greater the team performance is the better chances are to meet organisational objectives. This proves that team performance is directly associate meeting strategic organisational objectives. The principle is e preciseone will be working together to contribute to corporate profits.1.2) Tools and technique available to inflexible team performance targetsThere are many performance amelioration models and tools available to treated team performance targets, decision makers choose any model which best suits companys engages and go to its process. Ive listed below some which are approximately unremarkably moodyiced,Balance Scorecard A multi-dimensional modeling for managing strategy by linking objectives, initiatives, targets and performance esteems across key corporate perspectives.Business Process Reengineering An approach to check and redesign organisational processes in ordinate to achieve improved performance in wrong of cost, quality of service and timelinessEFQM Excellence Model Organisational service framework for persuasioning strengths and areas for return across the spectrum of an organisations activities.Investors in People National standard for improving organisational performance by training and developing people to achieve organisational goals.ISO9001 Quality System Global standard and approach for quality focus systems. The standard foc examples on the management of processes and documentation in rig to meet client privations and expectations.Six Sigma A disciplined methodolog y for process improvement that deploys a wide set of tools based on austere data analysis to identify sources of variation in performance and slip representation of reducing themManagement by Objectives It is a process where objectives are concur with in organization so management and employees understands what they are in the organization. It is drive by objectives.Evidence over the past five years suggests that the use of the various improvement models and tools has been variable with equally variable impact. The get under ones skin of the recapitulation is to raise awareness and understanding of some of the more popular performance improvement models and tools available to organisations and to share learning in their use to picture. It is hoped that the analyse will enable authorities to make more informed choices on the use of appropriate approaches or tools if appropriate to use them at all.MS uses investor in Business model and invest vast amount of its resources on training and learn to improve people skills to contribute more professionally and issue best client services. There is a full time coaching staffs assigned for each shift whose duty is to be on the floor and assist instantly where ever any member consumes assistance or to ensure the customer services is at its best. Every contribution adds to achieve corporate profit.1.3) Value of Strategic Performance tools to measure coming(prenominal) team performanceManaging employee or system performance assist the effective delivery of strategic and operational goals. It saves time, assist to measure the output, it improves business results. It helps to check if causas are in right direction and are help the purpose of the organization rather wasting time. Companies are using integrated software to record employees contributions that assist them to measure, analyze and enhance employees output. This brings direct or indirect benefits to the companies.Direct Financial GainsMaximizes sale sMinimizes costsAvoid any overrunsComply with the organizational GoalsSpeedy implementation of any changes in strategic or operational goals.Marks and Spencer (MS) took a enormous advantage by implementing and constant reviewing and adapting right strategic performance tool which best suits its need and manage to turn its portfolio from making loss to producing profit since 2006 onwards, since then they are managing to respect company in profit despite tough market condition like recession hit economy where buying capableness is at its low.Be able to agree team performance targets to contribute to meeting strategic objectives2.1) How to work begd performance targets with in teams against flowing performanceThe term KPI has give way one of the or so popular terms in business development and management. In theory it provides a series of measures against which internal managers and external investors mess judge the business and how it is likely to perform over the medium and long term.Different organisations need to superintend varied aspects of their environment, at that place are many monitoring modules, and Ive chosen to list some of them below,Product/ serviceCompetitive analysisCustomer satisf military actionmerchandising managementPersonnel managementIT managementContingency cookingFor each monitoring module, one privy then establish what the current aim of performance is in a measurable and understandable way. This is the current performance. From effort sources, the benchmark level can normally be introduced (getting to benchmarks is a good deal a difficult process and one requiring a mixture of low cunning and/or sophisticated analysis). Then a target level of achievement can be entered.Let us channelise an example of customer satisfaction module in Marks and Spencer.Customer Satisfaction on- vent Benchmark Target60% 90% 100%A mystery shopper withal visits twice monthly and assessed each memory board. If they are maintaining stand ards and providing best customer care which MS is renowned for and then award score. Each store is expected to score 100%.The KPI is central to a number of otherwise elements in the planning platform which provides theBasis for answering the three all important(p) planning questionsWhere are we?Where do we want to be (and when)?How are we going to get there cost effectively?The most rapid way to establish the KPI within any set of monitoring info is to work through the three criteria in sequence.Is the control information key to success of the organisation?Can we measure it and influence it?Does it provide leading bounce indications of future developments?In MS when a new member of staff joins the company, proper induction is conducted, his role is fully briefed to him / her in detail and all key performance indicator markers (KPIs) are agree with in one to one meeting with Manager. First three months are considered as probationary period where staff is expected to learn and d emonstrate all canonical qualities which are required at this role. There is a standard vocation raceway and Job titles are self explanatory, so with in probationary period staff is provided with a title as trainee customer assistance. after(prenominal) successful completion of probationary period the staffs is promoted to qualified customer assistant. succeeding(a) level is to become section coordinator which leads to become section Manager at next level.2.2) need to encourage individual commitment to team performance in achievement of organisational goals.The overall aim of performance management is to establish a high-performance culture in which individuals and teams piddle responsibility for the unremitting improvement of business processes and for their own skills and contributions within a framework provided by effective leadership. This stage refers to working to ensure the performance objectives are achieved. trace development call for and support it with professi onal training one need. When performance objectives are agreed, line managers will need to plan how to achieve expected level of performance. Provide all support and resources which he/she may need to undertake specific day to day tasks. For any new role Introduce comprehensive induction and probation period is to assess employees performance and assess their need.All employees should be motivated to work effectively and efficiently. This applies to all including one who has been working for same post for over the years. The essentials of effective performance management includes,Appreciate its purposeClarity in process cycle and how individual can best contribute in it.Recognition of responsibilitiesPrioritizing task utile communication and feedbackSuggesting ways to meeting individuals targets.Rewarding employeesMS always encourages staffs and provide full support to increase performance. Staffs are rewarded with bonuses and reward vouchers based on feedback from customer as well as from mystery shoppers. Managers work closely with staff on the floor and assist them wherever required. Career path is designed to encourage employees to perform at their best which ensured their professional growth. It is high spoted that without every ones individual performance and contribution over all success of organization is non possible.2.3) Application of delegation, mentoring and coaching to the achievement of the organisational objectivesMentoring is a popular tool of personal development and type of training which is long standing. It refers to support, advice and guidance of most experienced person with in organisation to new or rawness person for his personal development which brings benefits to organisation.It is essentially a supportive form of development.It focuses on helping an individual manage their career and improve skills. in-person issues can be discussed more productively unlike in coaching where the emphasis is on performance at work.Mentoring acti vities gravel both organisational and individual goals.Coaching refers to developing persons skills to improve job performance in prepare to achieve of organisational objectives.It is generally short term more organised and time bounded with regular meetings.Coach needs to be qualified or experienced with black-tie occupational role.It focuses on development of work related to and more specific issues or immediate goals.MS has kept a specific role as a coaching member who planned on the floor and helps staff with their day to day activities and trains them wherever required. Mangers also work on the floor with team and use mentoring wherever they looking necessary. Mangers also delegate work with in team and seeing them through with successful completion while paying attention to manage other tasks. All this leads to team success which ultimately help to achieve strategic objectives i.e. Best store lay out and customer service which brings more sale and help corporate profit.2 .4) evaluate a team performance planA Team Performance intention is a critical plan employ to happen upon the desired performance levels of the teamIdentify how these performance levels will be achievedProvide guidance and direction to the teamMeasure progress towards the desired performance levelsAlthough there are no strict rules as to the format of a Team Performance Plan they normally contain the following informationSpecific goals for team developmentPerformance measuresActions required to achieve goalsAn indication of how long goals will take to achieveThe Team Performance Plan should align with the organizations overall objectives. This can be achieved by1. Aligning the Team Performance Plan with the Team Purpose2. Aligning the Team Purpose with the organizations objectivesTeam Performance Plans great power include the following types of goalsKey Performance Indicators (KPIs)Goals to improve team expertnessTeam building goalsOne of the most fundamental purposes of perfor mance management is to align individual and organizational objectives. This means that everything people do at work leads to outcomes that further the achievement of the basis of performance management 7 organizational goals. Individuals and teams are provided with the opportunity to formulate their own goals within the framework provided by the defined overall purpose, strategy and values of the organization. Objectives should be agreed, not set, and this agreement should be reached through the open dialogues that take place among managers and individuals throughout the year. In other words, this needs to be seen as a partnership in which responsibility is shared and mutual expectations are defined.MS set KPI for each member for staff as per their role, lets take an example of customer assistant who is assigned with following objectives,Quantitative objectives include date rotation of all products which help to bring down daily overplus ratio and ultimately help to increase profi tability of store.Staffs is expected to keep a close eye on inventory to ensure products are available at all the time which help to achieve periodical sale targets of the store.Qualitative objectives includes all products are tagged with correct expense and place in a right position which is legal requirement and standard of MS.Staffs are expected to ensure customer safety is paramount. If there is any spillage on the floor it should be cleared speedily and any slippery floor is sign posted to aware customer with any possible hazards. Staff need to ensure the Environment is exculpated and customer friendly.Staffs are fully aware of product position and its description to answer and punish customer query if any.Be able to monitor actions and activities defined to improve team performance3.1) Process for monitoring team performance and initiate changes where necessaryPerformance management provides better management control it is flexible and responsive to their needs. It facili tates to comply with companies legal requirement. It also helps out in Audit. Workers know the criteria they will be ap plauditd against. Goals are pre-defined. All businesses, whatsoever sector they are in, will have plans, aims and objectives. In some cases these can be very sophisticated but in some lessened businesses very modest. Whatever they are a business will need to monitor its performance in relation to these goals. Following are diametrical ways of monitoring team performances,Meet with Team Conduct every week or bi-weekly meetings with team leaders to review issues, share experiences, and resolve occupations and concerns. become sure that team leaders hold similar meetings with their team members, and that identify issues are recorded, communicated, and followed through to closure.Communication effective communication may require nothing more than routine, informal, interaction among the team.Recognize Success Positive reinforcer is a key element of effective team building. This can be as simple as a a couple of(prenominal) words of praise or public recognition, or nomination for a more formal rewards and recognition, such as Impact.Monitor Team Morale On a small project, management by walking around will be sufficient to assess team morale. On a project with quadruplex subprojects and/or a distributed team, more formal techniques such as team surveys may be used to identify problem areas that require nonindulgent action.Conduct Team Performance Reviews Make sure that the process defined in the Employee Performance and Development Program is followed to provide regular, constructive feedback on each persons performance on the project. Reviews should occur at the end of each major phase, whenever the team member or his/her team leader is to the highest degree to leave the project, at the end of the project, or on a nominal six-monthly basis.Lets take an example of Marks and Spencer where manager walk around on the floor every hour or so and observe each members performance against their agreed daily tasks, if needed they provide direction to member by prioritizing tasks.I like to pick Mckinsey 7-S Model to define a broad view of what contributes to performance effectiveness.McKinseys 7-S frame workIn 1981 Ric ambitious Pascale and Anthony Athos started look into success of Japanese industriousness, in the same time Tom Peters and Robert sailor were exploring what made company excellent. The Seven S model was born at a meeting in 1978 between these four authors it was taken up by global management company called McKinseys, since then it is known as their 7- S model. It is used to organise a company in holistic and effective way.Shared ValuesThis is interconnected centre of McKinneys model which describes what organisation stands for and what it believes in.StrategyIt is a plan division of available resources over the period of time to achieve identified goals.SkillsIt refers to core competence of company men and their distinctive capabilities.StaffNumber and type of staff members with in organisationStyleRefers to Management style and how they act to achieve companys goal.SystemsA procedure, process and routines which apologise how the work should be conducted, financial system, MIS, performance appraisals and recruitment process etc.StructureThe way Management structure is outlines, its hierarchy, i.e. centralised or de centralised, a matrix etc.3.2) Evaluate team performance against agreed objectivesPerformance reviews are conducted by filling up appraisal forms with set of question in relation to KPIs set out and previously agreed with employees in one to one meeting. The outcome of review performance determine what action are required to ensure improve performance and future tasks are met. whatsoever training required should be planned and resources are allocated in budget. Reasonable steps are taken to rectify problem if any. Excellent performance should be rewarded with bonus etc an d it is assured to employees that their feedback/comments are valuable and their efforts are sleep togetherd. Any capability issue should be taken with care. Any underachievement should be dealt with as per companys policy guidelines and employee should be engaged in way where all efforts are made to provide enough support to staff to increase their output in order to achieve their targets. Manager should use all methods to increase staff performance that includes flexible hours, sharing of work load, providing new pattern of work, independent occupational advice, additional training and support.Marks and Spenser (MS) pays great attention to outcome of performance review, a copy of each review is attached with employees personal file. Any recommendations for training needs are scheduled at earliest opportunity. Any under performer is dealt with as per companys standard guidelines.3.3) evaluate the impact of the team performance in lend to meeting strategic objectivesThe out put of appraisal confirms if member has been able to meet his KPIs, if yes how should you rate them as that rating has a direct disapproval of his/her contribution to companies objectives, if employees does well he is rewarded with incentives i.e. bonus payment as well as salary increase if he falls behind he is dealt with as per companies policy.In Marks and Spenser up until last year all employees were rewarded with Bonus payments because MS did well against its budget as well as its forecast. It was evaluated that this can not be achieved with out a great hard work team members had put it.4) Be able to apply influencing and persuading skills to the high-power and politics of personal interactions4.1) determine influencing and persuading methodologies to gain the commitment of individuals to a telephone circuit of actionMarket research shows that organization that invests and care more or less penury of staff generally performs better. Organization is tasked with developing indivi duals and rewarding and retaining those who perform well. Organisations have a vested interest in finding out if the incentive schemes that they implement are resulting in the desired behavior from individuals. I like to highlight below the link between incentives and employee motivation. Paying for performanceAdvocates of pay for performance systems argue that good systems motivate employees towards achievements that support corporate goals and strategies.Rewarding the right behaviourBy rewarding staff for their right behaviour motivates them to make the good performance consistently or make every effort to deliver best services all the time. Incentives and staff performanceIncentives are very much welcomed by staff weather its time off or free drinks or bonus payments it motivate them to achieve high goals or achieve excellent performance. The rewards usually relate to the achievement of authoritative goals, either personal, team or organisational, or a combination of all.In add ition, the critical success factors are1. To keep the scheme simple2. Participants should be able to calculate their incentive3. Payouts should be meaningful4. Targets are set in month 1 and goal posts are not move during the incentive periodIncentives do not work well in isolation from other management practices. Rather, they are further supported by other elements such as good working conditions, performance management, performance appraisals, and training opportunities. Weak administration and processes will inhibit its effectiveness.There are three contributing factors for performance motivation.MoneySocial recognitionPerformance feedback.Traditional Motivational Models and persuading methodologies to gain the commitment of individuals to a course of actionMaslows hierarchy of needsEach of us is motivated by needs. Our most basic needs are inborn, having evolved over tens of thousands of years. Abraham Maslows Hierarchy of Needs helps to explain how these needs motivate us all. Maslows Hierarchy of Needs states that we must satisfy each need in turn, starting with the first, which deals with the most obvious needs for survival itself.Only when the lower order needs of physical and emotional well-being are satisfied are we concerned with the higher order needs of influence and personal development.Conversely, if the things that satisfy our lower order needs are swept away, we are no longer concerned about the maintenance of our higher order needs.Source (http//www.businessballs.com/maslow.htm)Douglas McGregor theory x yTheory x (authoritarian management style)The average person dislikes work and will avoid it he/she can.Therefore most people must be forced with the little terror of punishment to work towards organisational objectives.The average person prefers to be directed to avoid responsibility is relatively UN ambitious, and wants security above all else.Theory y (participative management style)Effort in work is as natural as work and play.People wi ll apply self-abnegation and self-direction in the pursuit of organisational objectives, without external control or the threat of punishment.Commitment to objectives is a function of rewards associated with their achievement.People usually accept and often seek responsibility.The capacity to use a high degree of imagination, dexterity and creativity in solving organisational problems is widely, not narrowly, distributed in the population.In industry the intellectual potential of the average person is only partly utilised.Tools for teaching, understanding and evaluating xy theory factorsThere are a number of fundamental concepts that back up the Excellence Model that are reflected in the criteria and sub criteria of the framework. These concepts are1. Results predilection2. Customer focus3. Leadership and constancy of purpose4. Management by processes and facts5. People development and involvement6. Continuous learning7. Innovation and improvement8. Partnership development9. Publ ic responsibility.Source (http//www.businessballs.com/mcgregor.htm)Frederick Hertzberg theoryHerzbergs research used a pioneering approach, based on open questioning and very few assumptions, to gather and analyse details of critical incidents as recalled by the survey respondents.Herzbergs research identified that true motivators were other completely different factors, notablyachievementrecognitionwork itselfresponsibilityadvancementIn MS Bonus payments, rewards vouchers are used to gain individuals commitment which has been very successful. In addition names are posted on notice boards who ever achieve best customer services award of the month to recognise their employees effort. This also motivate other employees to work extra hard and be no 1 next time.Promotions are also awarded to persuade employees to take more responsibilities and face fresh challenges in order to progress on professional career.4.2) discuss the impact of individual dynamics, interest and organizational pol itics on securing the commitment of individuals to a course of action.The approaches and tools vary. However all aim to address one or more of the following objectives, with the ultimate aim of improving performance1. Help understand what customers need2. Help organisations and employees become more results orientated3. Improve the quality of service to customers by improving processes or practices4. Provide a structured approach to strategic management5. Create links between individual, service and corporate objectives6. Translate strategy in to performance measures and targets and in doing so rationalise performance information7. Help demonstrate individual staff contribution to organisational objectives and create monomania of performance by staff involvement in the improvement process8. Identify strengths and areas for improvement9. Aid internal and external communication.Marks and Spenser selected bloody shame Gober method as chosen service style in order to enhance its reputa tion, improve sales and business results, and make employee and customer dashing of Marks and Spenser. Through employees efforts, this service style became a part of MSs very nature, character which never fades away. It acts as a hefty force, consistently delivering great service every time customer interacts. The method really helped changing individuals behaviour throughout the chains of store. It emphasised that employees should be positive, take monomania and responsibility, be respectful and be determined from the minute they say hullo to customer to the minute say Goodbye, everything In Between and Beyond. This makes a dramatic, powerful impact on the customer and leaves a feel good impression. analysisThe study of strategic performance management gives us the knowledge that how managers achieve the organization overall long term goal. The study of SPM is all about the need for finding common ground between strategy management and operations management. While strategy mana gement seeks to make strategy relevant to employees day-to-day responsibilities, operations management seeks strategic context for implementation and improvement projects.This assignment give us an idea and understanding to find out the gap between management strategy, management accounting, and strategic human resource management to analyze the link between organizational strategy and systems of planning and control.