Super Star Group Company: Improvement Project Report (Assessment)

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Updated: Feb 10th, 2024

Executive Summary

Findings

  • It was revealed that several issues need to be addressed at this firm. The management was right when it suspected that the problem was brought about by casuals who had limited skills and experience to work in this industry.
  • The investigation revealed that this was just part of the problem. The entire workforce was ineffective.
  • There was a poor work culture within the firm that affected the teamwork and commitment of the employees.
  • There was also a delink between the top managers and junior employees, making it difficult for the policies set by the managers to be implemented effectively.

Ideas

  • This consultancy project was meant to identify and find ways of addressing the weaknesses in the workforce at Super Star Group Company.
  • The consultants took the time to collect relevant data from this firm as detailed in the project proposal.
  • After conducting a detailed review of the literature, the consultant has come up with various measures that are meant to improve the organizational culture at this firm.

Recommendation

  • The management should introduce training programs for all its employees.
  • The management should ensure that all employees are familiarised with the vision and mission statements at this firm.
  • The management should address the poor relation among the employees.
  • The management should restructure its employment policies, especially when it comes to hiring casuals.
  • The management will need to redefine the communication system used in the firm.

Introduction

Company Background

Super Star Group Company is a leading restaurant that is operating in Hong Kong. The firm has experienced massive growth over the recent past due to its successful strategies in this market. When it started, it was a relatively small firm with few employees and a manageable number of customers. It clearly understood its market niche and was able to deliver quality services to its clients. However, things have been slowly changing because of several factors. First, the size of the firm and the target market has completely changed. Super Star Group Company is now a mid-sized company that receives tens of thousands of customers every month. The target market of the firm has also expanded. This means that it has to understand the different market segments to achieve success. This has proven to be a challenge for this firm based on our review. The biggest challenge has been in the area of human resource management. The firm currently has about 1000 permanently employed workforce. The firm also hires casuals in various departments during high seasons, especially on holidays when the number of visitors is expected to rise.

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A critical analysis of this workforce revealed that there was a massive inefficiency in service delivery among the employees. The firm’s problem that the consultants noted was a poor organizational culture. At this firm, employees lacked a culture that binds them together as a community. There were no clear commitments among the employees that would drive them to deliver excellent services to the firm. Just as the management had suspected, most of the casual employees lacked the specialized skills to work in the hospitality industry. This limited their capacity to deliver high-quality output when addressing their assignments. The relationship between casual workers and permanent employees was also frosty. The two groups of employees rarely work together in this firm. This limited the ability of the casuals to learn from the more experienced permanent employees.

Another important revelation from this review was that there was a delink between the top managers and junior employees. The hierarchical system embraced at this firm limited the direct interaction between the top managers and junior employees. Policies were passed from the top managers through the mid-managers and the supervisors to the junior employees. In most of the cases, it was not easy for the junior employees to understand how to implement these policies because they were not involved in the formulation. The top managers were also unaware of the realities that these junior employees encountered in their daily duties. All these issues affected the turnover rate of employees. The services rendered to the clients had started deteriorating at the time of consultancy. It was evident that the only way through which this firm could survive was when the current human resource management system is overhauled. If this is not done, then this firm’s future may be at risk

Aim

In this consultancy project, the client stated the problem of the firm that had to be addressed. As a consultant, it was important to come up with a specific aim of the consultancy project that had to be achieved. The following was the aim of the project.

To provide consultancy that will improve the operational performance of HK Food and Beverage Company

Objectives

To achieve the above aim, it was necessary to break it down into specific, actionable objectives. The following are the specific objectives that this consultancy project should achieve.

  1. The consultant will identify the specific qualifications of every individual employee within this firm.
  2. The consultant will determine the level of output of every employee within four months
  3. The consultant will identify the reasons why some employees fail to deliver results as expected by the firm.
  4. The consultant will identify the role of the management in the systematic failure within this firm.
  5. The consultant will come up with a plan that will eliminate all the systematic failures on the part of the managers and employees.

These objectives guided the entire process of this consultancy project. It was important to achieve each of the objectives conclusively before coming up with a conclusion. As stated in the objectives, it had to start by identifying the current problem through a thorough diagnosis of the system. This was done by a team of experts. As explained in the proposal, the consultancy hired experts in different areas to help in identifying the problems and explaining their impacts on the overall success of the firm. This way, the policy recommendations would have a positive overall impact on the firm.

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Outcome

The consultancy found out that the main problem that is affecting Super Star Group Company is the inability of the management to control the employees properly. The communication system between junior employees and senior managers is also poorly managed. Some of the employees are lack motivation because they feel the management is not taking care of them.

Key Findings

The consultants diagnosed the entire operating system of the firm to identify the weaknesses and suggest relevant solutions. The investigation revealed several facts about the operations at Super Star Group Company. The following are some of the major findings that were made.

Limited skills and experience among some managers

One of the biggest problems affecting Super Star Group Company is the limited skills among some of its employees. The investigation revealed that most of the casual workers at this firm lacked special skills to handle tasks assigned to them. This problem affected two main areas of operation. The first was the production department. Some of these casuals working in the kitchen do not have the proper experience needed to prepare the special dishes popular among the clients of this firm. They had to work alongside a few experienced employees to deliver quality products. In cases where they had to work without the support of the experienced employees, their products were always substandard. This affected the level of customer satisfaction. Another problem was in the area of customer service. Most of the waiters and waitresses hired on a short-term basis lacked the etiquette needed when serving customers. This gave a negative impression of the firm.

When the problem occurred

Super Star Group Company has always been hiring more employees during high seasons to help deal with the increased demand. The review conducted by the consultant revealed that this problem has been in existence for almost 4 years. Some of the employees working at this firm have no proper qualifications to discharge their duties.

How long the problem has existed

The review revealed that this firm has been hiring some less qualified individuals for the last four years. The problem has been intensified by the recent problems of a striking workforce that has forced the management to lay off some of its employees. Every time this is done, recruits hired are always individuals with less experience and capacity to handle tasks that were done by their predecessors.

Why the problem occurred

The primary reason why this firm has been hiring mid-managers with limited skills is because of the high rate of employee turnover. Several managers who are highly talented have been lost by this firm to some of its competitors. Replacing them has been a major issue. Sometimes the company is forced to promote less qualified supervisors to managerial positions, especially when the holders of such offices leave without giving notice.

How to fix the problem

To fix this problem, this firm will need to increase its remunerations and other benefits that will help ensure that employees remain motivated. The current employees have complained that the main reasons why some of their employees are leaving are lack of motivation and poor remunerations offered by the firm. A lasting solution can only be found in these issues are addressed appropriately to make the employees more comfortable working for this company.

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Method explanations

The method chosen to be used in addressing this problem is very appropriate. Attractive remuneration is one of the best ways of motivating employees to deliver the best results. It is also important to ensure that the workforce is motivated at all times. This can be done using non-monetary policies such as field trips, regular holidays, and a good working environment.

How to implement

To implement this problem, the top management should start by determining the remuneration rates in the market. It should then determine the rates offered by the top firms which are poaching its skilled employees. It should then come up with a competitive remuneration package for its workers. Each department should also be holding a regular end-year get together and other ceremonies meant to integrate the workers and make them remain motivated.

Who to execute implementations

The execution of employee motivation strategy will be done by all departmental heads who will work together with their employees to find effective ways of ensuring that they remain happy within their respective areas of work. The setting of attractive compensatory rates will be done by the chief executive officer, the finance director, and the human resource manager.

Level of employees to be affected by the implementation

The implementation of this strategy will primarily affect mid-managers who will have their salaries adjusted and other motivational benefits introduced. The top management will also be affected by this strategy because they will be forced to expand the budget to meet the additional financial responsibilities that will be introduced by this new policy.

Recommendations of the methods

Since the remuneration strategy will be very critical in retaining the best talents, this firm should also use other non-monetary policies that will make employees feel that they are part of this organization. They should be respected and given responsibilities in line with their positions with this firm.

Results

This strategy will help in recruiting and retaining a pool of highly talented employees who can deliver the best in the market. The high rate of employee turnover that is currently witnessed at the firm will come to an end. The team of employees at this firm will also remain highly motivated because they will feel valued by the managers.

The poor relationship among the employees

The biggest problem that the investigators identified was that there was a poor relationship among the employees of this firm. There was a rift between the permanently employed workers and the casuals. A further rift was evident along racial lines. This was affecting the integration of the workforce. Coordination was limited because of this poor relationship. In some extreme cases, these employees would sabotage their colleagues as a way of punishing them. Super Star Group Company has been receiving clients from all over the world who visit Hong Kong. To give itself an international image, it has been employing people from various backgrounds, especially those at the customer service unit. Instead of this diversity being of benefit to this firm, it has created division within the workforce, making it almost impossible to achieve success. Local employees have specifically expressed their dissatisfaction with the fact that they are hired on a short-term basis while some foreigners are employed permanently at this firm. The management has not been able to come with ways of addressing the problem. Instead, it has continued blaming the casual workers as being trouble makers without coming up with ways of addressing the issue.

When the problem occurred

This problem has been in existence within this organization for some time. At the time when the review of the organization was conducted, it was clear that the relationship between the employees employed permanently and those employed as casuals was frosty. The casuals always complained that they were not treated with compassion as other employees permanently employed. They always felt that they were outsiders who were only brought in when the firm was overwhelmed with an influx of clients.

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How long the problem has existed

According to the reports collected from the managers and the supervisors of this firm, this problem has been experienced for the last two years. In 2013, the management noticed that there were laxity and lack of concern among a section of the casual employees of this firm. The problem intensified despite the corrective measures that the management tried to take to tackle the problem. This year, it went out of hand because there was almost no form of close cooperation among the employees.

Why the problem occurred

The problem has been blamed on the firm’s decision to hire employees from other parts of the world permanently. Some of the visitors this company receives come from Japan, Europe, American continents, and Africa. The management wanted to blend its workforce to bring out diversity as a way of making its clients comfortable. This made some of the local employees feel that they were not valued and that is why they were not hired permanently.

How to fix the problem

To fix this problem, the human resource manager and the marketing director should address all the employees and explain to them why it was justifiable to hire employees from other parts of the world. They should be made to see the relevance of this strategic decision. The management should also make all the employees, including those hired on a casual basis, to feel part of the organization. They should be compensated competitively, and their needs are taken care of as much as possible to help eliminate such rebellious actions.

Method explanations

The proposed method involves making all employees feel that they are an integral part of this organization. Their problems and any issue that affects them while at work will be addressed. They will be offered a satisfactory explanation of why some decisions have to be made even if they appear to be unfavorable to those who have been working with this firm for a long time.

How to implement

The method will be implemented by the human resource manager and the marketing director. These two top officers should start by meeting leaders of the employees’ union and explaining to them why some actions had to be taken. After meeting the union leaders, these managers should then create forums where they can have a one-on-one discussion with all the junior employees so that they can explain these issues to them.

Who to execute implementations

The human resource manager and the marketing director will spearhead the implementation process. The two will be supported by all the mid-managers and supervisors at this firm. The employee union leaders will also take active roles in the implementation process.

Level of employees to be affected by the implementation

The implementation process will affect employees at all levels, from the top managers to the junior-most workers. This is so because everyone will be required to have a change of attitude towards the firm, the employees irrespective of their employment status, and the managers. Everyone will be required to remain positive at all times.

Recommendations of the methods

It is recommended that the method used in the implementation should non-confrontational. It should be based on fair debate and justice both to the employees and to the firm. The primary aim should be to find a lasting solution that will be accepted by everyone.

Results

If the proposed solution is implemented properly, this problem will be eliminated. This company will have a team of integrated employees who will be willing to address various problems affecting this firm as a unit. Coordinating and controlling the employees will also be simplified.

Lack of positive organizational culture

The investigators revealed that there was a poor work culture within the firm that affected team work and commitment of the employees. There was no common work spirit that defined how employees would address various tasks within this firm. The management failed to translate the vision and mission of this firm into a culture that binds all the employees and the managers together. It was noted that the majority of the employees, including some supervisors and junior managers, were not aware of the vision and mission statement at this firm. It is not easy for a firm to achieve its vision if its employees do not understand the values and core principles that drive it towards success.

When the problem occurred

The review of this firm revealed that there is a clear lack of organizational culture, a problem that is increasingly getting pronounced at this firm. There is no clear pattern that employees use to determine how they undertake various duties assigned to them. They also lack a shared vision that influences their decisions within the firm.

How long the problem has existed

The management could not clearly explain how long this problem has existed, but from the explanation given by the chief executive officer, it is clear that this problem has existed for a very long time. The vision and mission statements of the firm, which should be influencing organizational culture, remain unclear even to some of the mid-managers today.

Why the problem occurred

This problem occurred because of the lack of clear communication between the top management and the junior employees. It would be expected that the top employees should develop a culture based on the firm’s vision and then ensure that all the employees understand and appreciate the relevance of the culture. However, this has not happened, a sign of weakness of the management unit.

How to fix the problem

To fix this problem, the top management will need to re-evaluate the vision and mission statement of this firm based on the current trends, and then come up with a culture that will help in the realization of the vision. The culture should promote teamwork, consultations, improved communication, and dedication towards every assignment that one is given.

Method explanations

The method proposed emphasizes the need to understand the current trends first before coming up with a culture. The current vision and mission statements of this firm were developed some years ago. The changes that this firm has experienced ever since they were created may make it necessary to review them and come up with systems that reflect the current situation of the firm.

How to implement

To implement this strategy, the management may need to solicit expert opinion to help understand the internal environment and come up with a culture that will be suitable for that environment. The primary focus should be to come up with an organizational practice that will improve employees’ coordination and cooperation. The culture should also help in ensuring that the actions of the employees when faced with a given problem remain predictable.

Who to execute implementations

The execution of this strategy will be done by a team of experts and the top management unit of this firm. They will come up with policy measures that will be passed down to the junior employees. The mid-managers and supervisors will play a critical role in the realization of this strategy. They will help in ensuring that employees understand the new system and workplace practices that they must embrace at all times.

Level of employees to be affected by the implementation

The implementation of this strategy will affect employees at all levels. The top managers will have to change the strategies they use to engage mid managers at this company. The mid managers will have to embrace new engagement strategies when dealing with top managers and junior employees. The junior employees will need to appreciate that a new system is in place that they must follow when undertaking various tasks.

Recommendations of the methods

When using this method, it will be recommendable to engage all the stakeholders before the process is initiated. The management will need to explain to the employees that it is necessary to change the current systems because of specific reasons. Their views and contributions should be taken into consideration to ensure that the policies developed are acceptable to everyone.

Results

This new policy is expected to create an environment where the actions of the employees are guided by a specific organizational culture. The employees will have a common pattern of addressing their duties that is specific to this firm. The management will be able to predict the decisions that their employees would take every time they are forced into difficult situations.

Management inefficiencies

Finally, the investigation team revealed that the management had a role in the current problems that this firm was facing. Most of the top and mid level managers failed to make personal commitments to ensure that their departments operated efficiently. Some did not take time to investigate the output of individual employees or supervisors working under them. This made it very difficult for the top management unit to identify specific areas of weakness within the firm. There was also a delink between the top managers and junior employees, making it difficult for the policies set by the managers to be implemented effectively. The communication system at the firm was found to be rigid, especially due to the emphasis on passing information through the set systems. A junior employee cannot communicate directly with the top managers. He or she has to pass the information to the immediate supervisor who will determine the relevance of the information before passing it to the higher authorities. The management has also failed to investigate the current problems at this firm objectively.

When the problem occurred

The inefficiency of the management has become pronounced within the last two months following the chaotic environment majorly caused by the complaints by the casual employees. This problem with the employees revealed that most of the mid-managers of this firm cannot handle pressure as appropriately as they would be expected to in their respective dockets (Rummler 2011).

How long the problem has existed

This problem has been in existence for a long time within this firm, only that an opportunity had not come up to reveal this weakness. In the past, these managers did not face a major challenge of dealing with a crisis of a major magnitude as the one it is currently dealing with. The fact that this problem has escalated over the last twelve months is a clear demonstration that this weakness has been there and the top management unit was unable to detect and address it in time.

Why the problem occurred

Management inefficiency at this firm has been caused by the high turnover rates of the mid managers. This firm has been losing some of its best mid-managers to other firms in the market, forcing it to replace them with less competent individuals who lack the proper experience to hold various positions. The problem has also been blamed on limited training of those assigned to a managerial position. The firm is not spending enough resources on employee training and development. This limits their ability to understand the current market trends (Hale 2010).

How to fix the problem

To fix this problem, the management will have to renew its commitment to employee training and development. The only way of ensuring that employees have a proper understanding of the emerging trends in the market is to subject them to regular training. The training should not only focus on the mid-managers but also the top management unit and junior employees. This will improve the skills and knowledge of all the employees at this firm, especially those at the management levels. Training will be done on a job and at training institutions.

Method explanations

The need to train employees regularly is a common requirement that no firm is expected to ignore. The proposed method of on-job training is very effective in enabling the employees to have practical knowledge of how they are expected to handle their tasks. The firm can also use training institutions to train their employees by encouraging them to advance their careers during their free time so that they can become better managers when they are assigned managerial roles.

How to implement

To implement this strategy, the firm will need to identify training needs. After determining the training needs, the management will then need to determine the cost of meeting the needs. The cost should then be included in the budget. The management will then identify a consultancy that can help in training the employees while they are in their working station. The management may also consider subsidizing the fees that employees pay at training institutions to advance their careers (Robinson & Robinson 2009).

Who to execute implementations

The implementation process will be executed by the consultancy that will be assigned to the project. The consultant will develop an on-job training program after understanding the needs, and assign his experts the task of training employees in various departments. The consultant will need to have experts in areas such as customer service, customer relations, hotel management, production, and finance management.

Level of employees to be affected by the implementation

Implementation of this strategy will majorly affect mid managers of this firm. The program is geared towards improving their management proficiencies, especially when it comes to dealing with the crisis that may emerge from time to time. The finance director will also be affected because he will have to redesign the budget of the company to accommodate the cost of training employees.

Recommendations of the methods

It is recommended that before implementing this strategy, all the stakeholders should be consulted, especially the shareholders. Before using their money in additional projects, they should know why the project is important and how they shall benefit from it either in the short or long term. This will avoid possible resistance from these shareholders (Robinson 2015).

Results

When implemented properly, this strategy will help Super Star Group Company to develop a team of highly skilled ad knowledgeable workforce. Inefficiencies of the mid-managers that have been seen in the recent past will be eliminated. The workforce will also become more productive because they will have a better understanding of what is expected of them.

Way Forward

The consultant was able to diagnose the problems affecting this firm critically, and the findings made have been discussed in the section above. The section above also proposes how each problem can be addressed to help in their elimination. However, the firm will also need an overall strategy that will help in improving its general performance. Based on the results obtained from the findings, the management should follow the steps below to ensure that the overall performance of the firm is improved.

Redefine the vision

The vision of Super Star Group Company is to be the leading restaurant in Hong Kong. This vision will define every activity that will be done by all the stakeholders at this firm. This vision statement clearly states that, as of now, this firm has not claimed the top position in the targeted industry. However, every step it makes focuses on how this objective can be achieved. The vision appreciates that this will take a concerted effort of every member of this organization to realize the dream. This is a big dream, and its realization primarily depends on the approach that will be taken by various stakeholders in this firm. In this report, we focus on how the employees can help in achieving this vision through improved performance.

Redefine the mission

Super Star Group Company’s mission is to offer high-quality products to its clients in a consistent manner that meets their expectations. This mission statement explains how the vision will be achieved. To become the top restaurant in this city, the firm will need to ensure that it provides top quality products in the market. The vision statement also emphasizes the need to ensure that all the clients are satisfied with the service delivery. Employees have a pivotal role in ensuring that the performance of the firm meets the expectations of all the stakeholders.

Understand the strategy

After understanding the mission of this firm, it is possible to develop strategies that are necessary for achieving the set objectives. Developing strategies for the employees’ performance management involves aligning their competencies with the job requirements. The human resource manager will start by defining job requirements for all the tasks in order to know how to assign them to various employees. The management will then need to determine the competencies of the employees. It will need to evaluate knowledge, special skills, and talents of every employee. When assigning the tasks, the management will need to ensure that only the most qualified candidates are assigned specific tasks. The primary goal of the strategy is to ensure that every employee will have the right skills and knowledge to handle the specific tasks assigned to them. This will eliminate cases where some employees strain to handle specific tasks. This not only improves efficiency, but also employees’ morale. When they do not strain when addressing their daily chores, they will feel comfortable and highly motivated (Robinson & Robinson 2008).

Process

Putting into practice the strategies developed is one of the most complex stages in this system. It involves interpreting the plan and implementing it in a practical context. To implement the strategy, the operations manager will need to interpret the strategy and find a way of implementing it based on environmental factors. The manager will need to analyze both the internal and external environmental forces. With this knowledge, the manager should develop a strategy that will maximize the strength of the firm to benefit from the opportunities in the external market. It will also require the management to ensure that all the stakeholders are involved. All the members of this business entity should know their specific duties in this firm. They should know how their roles would affect the overall success of the firm. This will act as a drive for them to go the extra mile in their duties to help the firm excel in its operations.

System

Having identified an approach that will be used to implement the strategies, the next step is to develop a system that will help in coordinating the activities of this firm. The section above has identified how the employees will be assigned different tasks within the firm’s departments. At this stage, the management will determine how to form different groups based on the similarity of the work of the employees. For instance, all the employees handling the logistics at this firm may form a unit. Another group handling customer service may form another group, while another group may include the cashiers. These three groups have distinct functions from one another, but with the overall objective of enhancing the performance of the firm. Given that they share a common goal, it is important to find a way of coordinating them within a system set-up so that they may know how they relate with one another. For instance, the logistics unit employees must know how they need to coordinate with customer service employees. A customer may ask for a product that is not yet delivered to the firm. The customer service employee must be in a position to explain to the employee when such a product will be available. This information should be made available by the logistics unit. Having an integrated system makes it possible to coordinate work at various departments within the firm. This boosts the performance of the organization (Rothwell 2014).

Performance management

After identifying the system, the focus will now narrow to performance management. Hong Kong is one of the fastest developing cities in the world, and achieving success as a top restaurant store may not be a simple process. It needs the commitment of the employees in their respective areas of work. Performance management involves ensuring that the output of the employees meets the expectations of the firm. As mentioned previously, the first step in performance management is to ensure those employees’ competencies is aligned with the job requirements. However, the management should realise that assigning an employee a task he or she can perform without struggling is not enough in ensuring that he or she delivers the expected outcome. Managing the performance of the employees involves a series of other activities such as maintaining the employees’ motivation, creating a positive working environment, and eliminating all the stressors that may affect the performance of the organization. It also involves close coordination of the employees within the workplace.

Results

The ultimate objective of the performance management system is to achieve good results in the operations of the firm. If the management of Super Star Group Company follows the steps defined in this system, from the mission of the firm to controlling the behavior and actions of the employees, achieving success will be guaranteed. The results expected at this final stage will be in line with the vision and mission of the firm. When the management uses the vision and mission statement to develop the strategies, then success in these strategies would mean the achievement of the vision of the firm. It is only through this that Super Star Group Company will be able to become the leading restaurant in the city of Hong Kong. It is important to understand that this system is employee-centric. This means that any processes involved in achieving the vision, which is outside the scope of human resources are not part of the system.

Designing performance measures

This strategy is one of the most important aspects of a performance management strategy. To determine if the employees are working within the expected levels, it is important to set the performance measures. The measures will be used to define the output of an individual employee and the overall output of the entire firm. The management should use simple measures such as the level of output per given time. Performance measures may be designed qualitatively or quantitatively based on the assignment. Some tasks may be measured quantitatively, while others can only be measured qualitatively. The performance of employees working within customer care services will be measured as per the satisfaction levels of the customers they serve, their response speed, and even the number of customers who they serve. The performance of the employees in the logistics unit can be measured as per the efficiency with which they deliver the products to this firm.

The management will then communicate to the employees informing them about the measures that have been designed to evaluate their performance. This will enable them to understand how to evaluate their performance within the firm. We recommend that the employees should be involved when designing the measures. They should be allowed to participate in setting the measures because they understand some of the constraints within the workplace. Allowing the employees to participate in designing the measures has a massive impact in determining their success. The employees will feel valued. They will feel part of the organization, and this will motivate them to put more effort into every activity they are doing. They will strive to achieve success as per the measures they have suggested.

Setting targets

Many organizations are currently working with targets, and we believe that Super Star Group Company can apply this strategy too. The firm should develop targets that the entire organization should achieve within a given period, preferably after one year. The target should then be broken into departmental levels. The department should then set targets for all its units to help it achieve the objectives. The Units will then set targets that should be achieved by the individual employees within a given period. The targets should be realistic and achievable as per the capacity of the individual employees. The management should appreciate the fact that different employees have different capacities in undertaking various tasks. We strongly suggest that the management of Super Star Group Company should introduce performance contracts to its employees as soon as it gets operational. This means that every employee will be rewarded based on his performance and value to the firm other than any other measures. This form of reward will make the employees feel responsible for any amount of income they get as employees of the firm. They will know that their compensations are directly based on their output (Domsch & Hristozova 2006).

Care should be taken to avoid limiting the potential of the employees. We believe that skills and talents can be limited when the targets are rigidly set. There should be a space for the employees to explore their talents at various tasks. Innovation always comes at a cost. It may involve making a series of mistakes before finally coming up with a superior plan on how to undertake a given activity. The management should be accommodative to such creative minds. In this competitive industry, creativity is very important in gaining a competitive edge over market rivals. For this reason, the management should set up an incubation center to allow the employees to make all the possible mistakes when developing new approaches to undertaking various tasks without affecting the service delivery process to the customers. The incubation will make the employees try out their innovative ways in forums that are not linked directly to customer relations.

Summary and Recommendations

Summary

  • Super Star Group Company is operating in a very competitive market where clients pay a lot of attention to the value that is presented to them. Currently, this firm is operating below its capacity. The investigation revealed that there are systematic failures that need to be addressed to improve service delivery at this firm.
  • Some of the employees, especially the casual workers at this firm, lack the necessary skills needed to execute their duties in various departments. The entire workforce is generally performing below the expected capacity because of a lack of commitment to what they are doing. The investigation revealed that the relationship between the employees is poor.
  • There is a strained relationship between the local employees and those hired from other regions. Instead of the diversity in the workforce being a factor that improves service delivery, it has acted as a divisive factor, limiting the capacity of the firm to deliver quality services to its customers. The junior managers complain that managing the casuals is becoming increasingly complex, especially due to the strained relationship between casual workers and permanent employees.
  • Lack of clear organizational behavior was identified as another issue that is affecting operations at this firm. The investigators also noted that there was a problem with the management.
  • Communication between the top managers and junior employees was very poor. To address these problems, the consultants made the following recommendations.
  • When the human resource management of Super Star Group Company has set specific targets for the employees, the next step will be to review the performance of the individual employees and various units within all the departments. The top management will then review the performance of the departments of the firm and that of the entire firm.

Recommendations

We suggest that the firm should embrace four areas of management

  • Personal reviews: The management can develop personal reviews where employees evaluate their performances. This is something that is not very common in many organizations, but we believe it will be necessary for this firm. Many organizations always ignore the power of self-evaluation. We suggest that management should encourage self-evaluation among the employees. The management should help the employees set personal goals and set strategies to achieve them. After this, the management should develop ways through which employees can evaluate their performances based on the set goals.
  • Peer reviews: Sometimes the best way of reviewing the performance of the individual employees is to rely on the reviews of other fellow employees. Employees are always in a position to evaluate the performance of their fellow workmates. They are always with them most of their time, and they can tell those who work hard and those who avoid their duties. When given an opportunity, they can help identify the gaps that exist in the workplace and areas of weakness that need to be addressed. Peer reviews are always very appropriate in places where employees work as a team.
  • Customer reviews: Customer reviews can also be used to evaluate the performance of the employees. Customers should be encouraged to make comments about the services they receive at various stages of service delivery. Using a suggestion box, customers can make comments about how they were served at various stages within the firm. This way, it will be easy to identify the areas of weakness. When they feel that they have been given poor service at any stage, they should be encouraged to report this to the relevant authorities. The management can also use social media such as Facebook and Twitter to get the views of its customers about their products or product delivery methods. These reviews should be used to identify those units within the firm or even individual employees who are not performing as per the expectations of the customers (Rothwell 2014).
  • Management reviews: The management may also organize its reviews to evaluate the performance of different units or individual employees. As suggested, the management may develop targets for the employees, but instead of allowing the employees to evaluate their performances, they should conduct the evaluations on their own. The management will set up structures that they can use to determine the performance of its employees. Super Star Group Company may use modern technology to track the performance of its employees at different departments of the organization.
  • Managing information: To have an effective performance management strategy, communication will be very important. The management of Super Star Group Company should establish communication strategies that will be used in issuing instructions and passing on knowledge. As experts in this firm, we suggest that the management should open up its communication systems and avoid bureaucratic ones. The firm should use the formal communication system where instructions are issued from the top management to the mid managers before coming down to the junior employees. On the other hand, there should be room for a more informal communication system within the organization. This is especially so when dealing with innovative ideas that may need some funding from the top management units.
  • Managing Other HR Issues: The problem of casual employees should be addressed properly. The management should review its HR capacity to determine the highest possible number of employees it can hire permanently without compromising its profitability. It should then introduce a system where its casual employees are hired permanently after a given period if they demonstrated excellent service in their assignments. This will motivate them in their duties.

List of References

Domsch, M & Hristozova, E 2006, Human Resource Management in Consulting Firms, Springer Berlin Heidelberg, Berlin.

Hale, J 2010, The performance consultant’s field book: Tools and techniques for improving organisations and people, McMillan, London.

Robinson, D & Robinson, J 2008, Performance consulting: A practical guide for HR and learning professionals, Berrett-Koehler Publishers, San Francisco.

Robinson, D & Robinson, J 2009, Performance consulting: Moving beyond training, Berrett-Koehler Publishers, San Francisco.

Robinson, D 2015, Performance consulting: A strategic process to improve, measure, and sustain organizational results, Berrett-Koehler Publishers, Oakland.

Rothwell, W 2014, Performance consulting: Applying performance improvement in human resource development, Wiley, Hoboken.

Rummler, G 2011, Serious performance consulting: According to Rummler, Pfeiffer, New York.

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IvyPanda. 2024. "Super Star Group Company: Improvement Project." February 10, 2024. https://ivypanda.com/essays/super-star-group-company-improvement-project/.

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IvyPanda. "Super Star Group Company: Improvement Project." February 10, 2024. https://ivypanda.com/essays/super-star-group-company-improvement-project/.

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