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The Relationship Between Employee Motivation and Performance
The Relationship Between Employee Motivation and Performance
Develop and manage performance management
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PERFORMANCE EVALUATION FOR SERVICE ORGANISATION: FOCUS ON EMPLOYEES PERFORMANCE
1.0 INTRODUCTION
In the most of the service organisations, the performance evaluation is important especially the evaluation of the employees performance in the organisation. This is because the performance of the employees directly related to the performance of the whole organisation. Normally, the objectives of the service organisation include the service quality, customer requirement, customer satisfaction and so on.
According to Heskett et al. (1997), the important elements of the service profit organisation include service quality and customer satisfaction. This means that, employee delivery service with higher levels of service quality would be achieve customer satisfaction, indirectly lead to customer repeat patronage and increase sales revenue of the organisation. Palmer (2001) argued that in service industries customer service quality is a crucial source of specific competence. It is considered as a critical success factor in sustaining competitive advantage. Therefore, it is important for service employee to provide higher level of service quality and strategy for service organisations where can putting themselves at position in the market place with more effectively as stated by Irene Hau-siu C. et al. (2007). According to Heskett et al. (1997), success business in service organisation shall be providing excellent service quality, value and customer satisfaction. Thus, it will increase the customer repeat patronage.
Based to Ghanbari Shahraji, M. (2012), most of the organisations focus on their employees because the employees in the organisation involve in the competition and their productivity will decide the movement of the organisati...
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The objectives and goals of the Marrybrown Restaurant are to achieve the customer satisfaction, make the customer comfortable with the services provided, and increase the restaurant reputation and so on. Therefore, in order to achieve these objectives, the performance of the employees play an important role in achieving the objectives set by the management. The performance evaluation of the employees of the Marrybrown Restaurant normally is carried out once a year. The Marrybrown Restaurant also prepares the reward for the best performance of the employee. In order to obtain this reward, most of the employees are working hard and effectively to improve their performance. Thus, if the employee performance is improved, then the performance of the Marrybrown Restaurant also can be improved and next it will help the Marrybrown Restaurant to succeed in the world.
Without good customer service and keeping your promises, your company would have loyal customers. According to 5 Focusing Steps, “If you’re not yet sold on the idea, consider that a 2 percent increase in customer retention has the same effect as decreasing costs by 10 percent. Not only that, but it costs over six times more to get a new customer than it does to keep one.” Customer satisfaction should be a golden rule of all companies.
It will aid the employees so that they can perform their jobs the right way. It also can identify the obstacles that may get in the way in which they can perform their job, which can be corrected through successful coaching and monitoring. Performance management can bring out the best in an employee so that they can achieve the highest standards when executing their jobs. Performance Management helps employees by giving them direction, clear picture and the support an employee needs to perform their job and still stay focused on the organization’s needs. It focuses on the employees objectives and the way they behave in order to assess what they have set forth in their objectives within their performance as well as they are still maintaining what the organization has set for them. Their performance must also be connected to them as part of a team, as well as their relationship with their customers as well as fellow
Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have many skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service. However, being known for good customer service will attract customers. It will also attract customers who are usually hard to reach.
If the organization succeeds then the employees also succeeds. Employees must see the bigger picture and must feel that they are part of the organization and not just a one man show.
a) Good customer service is a critical component of a quality product. Collier (2011) states that service needs to be consistent, continuous, thoughtful and available. These are crucial in meeting and exceeding customer expectations. Collier also continues on to state that staff providing customer service must have appropriate skills, knowledge and personal attributes to execute a high standard of service. These skills have been identified by Collier as listening skills, punctuality, courtesy, integrity and grooming. The skills and qualities identified are reflected by the five key components of customer service tangibles, reliability, responsiveness, assurance and empathy. The five components have been provided by the SERVQUAL service measuring
Performance appraisal are very important to employees because some type of feedback is needed in order for employees to be aware of how well they are performing their job or on the contrarily, to be informed of the areas which they need improvement in. Feedback is one of the most important factors supporting high level of performance. Without performance appraisals or feedback, employees have no way of knowing whether they are doing a good job or whether there are some areas in which they need to improve (F...
The Service Management Excellence is not a short term phenomenon. It provides principles and techniques that will endure in the long run. Excellent service is not a yoke; it is imbedded in the way exceptional organizations ...
The performance appraisal system, In order to maintain productivity at its peak, employee performance and productivity were the keys to the company 's goal. Middle management (supervisors) maintained a "record-keeping duties". The employee performance evaluation was performed twice a year which focused on the criteria of quality, "dependability ideas and cooperation" and "output". Workers commitment to perform efficiently is highly practiced. Education policy has been a key to improved employees performance, thus, a welding school has been
Staying ahead of the competition and increasing profits are the fundamental objectives for every organization. However, many firms today continue to invest extensively in business development activities and less on employee productivity. This mindset ignores the firm’s chief asset and its core foundation, its workforce.
It's very well known that a companies success is not only dependant on the possession of a good product or service, but the key aspect to a successful business is excellent customer service. As the market grows, now more then ever companies are emerging, they are offering very similar types of products and services. Successful customer service can be a way a business becomes original and unique, it can be the key to attracting and maintaining loyal customers. Good customer service can start-up a business while bad customer service can harm a company. An average customer that experiences an issue will complaint to 9-10 people about the problem. A customer that received support to their problem and a potential solution will tell at least five
...stomer service is essential in any organization. Its importance has positive implications on the business. Having an excellent customer service will motivate the organization’s employees. This will result in a win-win situation because a happy employee is a productive employee. When a motivated employee helps customers he/she will ensure that the customers are satisfied in a way that exceeds their expectations. These customers will then go out in to the public and share their experience with friends who will eventually patronize the business. In the long run the business gains more customers and increases its profits. Therefore, every organization should attempt to implement and preserve an excellent customer service strategy. This will give the organization a competitive edge above other organizations and establish a reputable image every business entity long for.
Organization is a group of people brought to gather to achieve specific goals. Goals can be achieved if team member are performing well. Performance is the results of activities given to the employees in an organization to be achieved within specific period of time. Evaluating the current performance of employees against past performances and organizational standards is known as Performance Appraisal (Dessler, 2005). Furthermore performance appraisal helps the company know how individual employees are performing and how to improve their performance thus improving the performance of the company (Grubb, 2007). A performance appraisal is propose in which the performance management system in an organizations set work goals, determine performance standards, provide performance feedback, determine training and development needs and distribute rewards as well as evaluating an employee’s job performance during a period of time. The performance of team member is much more than appraising individuals’ works, it is managing the business, so the performance of an employee is influences by the performance of an organization. It is target to achieve the best results for the planned strategic by managing activities of employees. There are many different opinions on the performance appraisals, some organizations do performance appraisals without any aim just follow others., where some organizations do performance appraisals to make sure they have a record of a piece of paper in the employee’s file – they are careless about do corrective action. But successful organizations understand the importance of combining performance appraisals into their performance management process and strategy plan as the success of any organizatio...
There are several reasons organizations initiate performance evaluations, however the standard purpose for performance evaluations is to discuss performance expectations; not only from the employers perspective but to engage in a formal collaboration where the employee and the manager are both able to provide feedback in a formal discourse. There are many different processes an organization should follow when developing its performance evaluation tool; in addition essential characteristics that must accompany an effective performance appraisal process. I will discuss in detail the intent of a performance evaluation, the process an organization should follow in using its performance evaluation tool, along with the characteristics of an effective
When organization always provide high-quality products and good services, customer will create their satisfaction and increased customer loyalty.
(1) efforts to improve the quality of their services, and (2) efforts to market themselves more effectively. Both service quality and services marketing have received considerable attention from researchers over the years and the application of these concepts in the service settings is therefore not surprising (Parasuraman et al., 1985; Rust and Oliver 1994; Zeithaml et al., 1990). One evidence of the importance of service quality and service