Monitoring team performance within Marks and Spencer Essay

Performance direction is a systematic procedure which improves public presentation of organisation by developing the public presentation of persons and squads. It is a scheme of acquiring better consequences from the organisation, squads and persons by understanding and pull offing public presentation within an agreed model where ends are planned, criterions and required competency are clearly defined. Strategic public presentation direction is a procedure for set uping common apprehension about what is to be achieved, and for pull offing and developing people in a manner that makes it possible to accomplish the ends in the short and longer term. It deals with broader issues of the organisation. It is a tool to measure how the concern is executing. Line direction plays a cardinal function in strategic public presentation Management who drive and to the full owned this as per corporate administration ordinance.

I like to cite some other definitions as below,

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Performance direction is: ‘The development of persons with competency and committedness, working towards the accomplishment of shared meaningful aims within an administration which supports and encourages their accomplishment ‘

( Lockett, 1 )

Performance direction is: the procedure of ‘Directing and back uping employees to work as efficaciously and expeditiously as possible in line with the demands of the administration ‘

( Bruno walters, 3 )

Performance direction is a strategic and incorporate attack to presenting sustained success to administrations by bettering the public presentation of the people who work in them and by developing the capablenesss of squads and single subscribers ‘

( Armstrong and Baron, 4 )

Be able to put public presentation marks to run into strategic aims.
Linkss between squad public presentation and Strategic aims.
Team public presentation is straight related to company ‘s strategic aims. Organisation consists of figure of people who works jointly to accomplish common aim of the company which is profitableness, therefore if squad performs good whole company will execute good.

Every member of a squad is assigned with specific twenty-four hours to twenty-four hours undertakings which he/she is expected to make good and lend to the full for squad collective end product. Within squad undertakings are divided and resources are shared, they are interlinked and work with in rhythm so, if one member does n’t complete his / her undertaking in clip it may decelerate down a whole next concatenation which can take to decelerate down public presentation of a squad as a whole. Slow advancement may ensue loss of possible chances existed in the market and consequence in loss gross which goes straight against the strategic aim of the company. Therefore, it is critical that each member of staff is chosen on the virtue of occupation demand and are to the full equipped to execute his/her undertakings with given clip period. Team is judged on the footing of consequence they deliver.

In Marks and Spenser each function is aligned with specific responsibilities as per occupation description, over all purpose is clearly defined, each member of staff is expected to present best client services and are assigned with specific twenty-four hours to twenty-four hours undertakings which finally lead to accomplish organizational aims such as monthly gross revenues marks. Greater the squad public presentation is the better opportunities are to run into organizational aims. This proves that squad public presentation is straight related meeting strategic organizational aims. The rule is everyone will be working together to lend to corporate net incomes.

1.2 ) Tools and technique available to put squad public presentation marks
There are many public presentation betterment theoretical accounts and tools available to put squad public presentation marks, determination shapers choose any theoretical account which best suits company ‘s demands and help its procedure. I ‘ve listed below some which are most normally used,

Balance Scorecard: A multi-dimensional model for pull offing scheme by associating aims, enterprises, marks and public presentation steps across cardinal corporate positions.

Business Procedure Reengineering: An attack to reexamine and redesign organizational procedures in order to accomplish improved public presentation in footings of cost, quality of service and seasonableness

EFQM Excellence Model: Organizational betterment model for measuring strengths and countries for betterment across the spectrum of an administration ‘s activities.

Investors in Peoples: National criterion for bettering organizational public presentation by preparation and developing people to accomplish organizational ends.

ISO9001 Quality System: Global criterion and attack for choice direction systems. The standard focal points on the direction of procedures and certification in order to run into client demands and outlooks.

Six Sigma: A disciplined methodological analysis for procedure betterment that deploys a broad set of tools based on strict informations analysis to place beginnings of fluctuation in public presentation and ways of cut downing them

Management by Aims: It is a procedure where aims are agreed with in organisation so direction and employees understands what they are in the organisation. It is driven by aims.

Evidence over the past five old ages suggests that the usage of the assorted betterment theoretical accounts and tools has been variable – with every bit variable impact. The purpose of the reappraisal is to raise consciousness and apprehension of some of the more popular public presentation betterment theoretical accounts and tools available to administrations and to portion larning in their usage to day of the month. It is hoped that the reappraisal will enable governments to do more informed picks on the usage of appropriate attacks or tools – if appropriate to utilize them at all.

M & A ; S uses investor in Business theoretical account and put huge sum of its resources on preparation and coaching to better people accomplishments to lend more professionally and supply best client services. There is a full clip training staffs assigned for each displacement whose responsibility is to be on the floor and aid immediately where of all time any member needs aid or to guarantee the client services is at its best. Every part adds to accomplish corporate net income.

1.3 ) Value of Strategic Performance tools to mensurate future squad public presentation
Pull offing employee or system public presentation assist the effectual bringing of strategic and operational ends. It saves clip, aid to mensurate the end product, it improves concern consequences. It helps to look into if attempts are in right way and are functioning the intent of the organisation instead wasting clip. Companies are utilizing integrated package to enter employee ‘s parts that assist them to mensurate, analyze and enhance employees end product. This brings direct or indirect benefits to the companies.

Direct Financial Gains

Maximizes gross revenues

Minimizes costs

Avoid any overproductions

Comply with the organisational Goals

Speedy execution of any alterations in strategic or operational ends.

Marks and Spencer ( M & A ; S ) took a great advantage by implementing and changeless reviewing and accommodating right strategic public presentation tool which best suits its demand and pull off to turn its portfolio from doing loss to bring forthing net income since 2006 onwards, since so they are pull offing to maintain company in net income despite tough market status like recession hit economic system where purchasing capacity is at its low.

Be able to hold squad public presentation marks to lend to run intoing strategic aims
2.1 ) How to find required public presentation marks with in squads against current public presentation
The term KPI has become one of the most popular footings in concern development and direction. In theory it provides a series of steps against which internal directors and external investors can judge the concern and how it is likely to execute over the medium and long term.

Different administrations need to supervise different facets of their environment, there are many monitoring faculties, and I ‘ve chosen to name some of them below,

Product/ service

Competitive analysis

Customer satisfaction

Selling direction

Personnel direction

IT direction

Eventuality planning

For each monitoring faculty, one can so set up what the current degree of public presentation is in a mensurable and apprehensible manner. This is the current public presentation. From industry beginnings, the benchmark degree can usually be introduced ( acquiring to benchmarks is frequently a hard procedure and one necessitating a mixture of low cunning and/or sophisticated analysis ) . Then a mark degree of accomplishment can be entered.

Let us take an illustration of client satisfaction faculty in Marks and Spencer.

Customer Satisfaction ; Current Benchmark Target

60 % 90 % 100 %

A enigma shopper besides visits twice monthly and assessed each shop. If they are keeping criterions and supplying best client attention which M & A ; S is renowned for and so award mark. Each shop is expected to hit 100 % .

The KPI is cardinal to a figure of other elements in the planning platform which provides the

Footing for replying the three important be aftering inquiries:

Where are we?

Where do we desire to be ( and when ) ?

How are we traveling to acquire at that place cost efficaciously?

The most rapid manner to set up the KPI within any set of supervising information is to work through the three standards in sequence.

Is the control information key to success of the administration?

Can we mensurate it and act upon it?

Does it supply taking edge indicants of future developments?

In M & A ; S when a new member of staff joins the company, proper initiation is conducted, his function is to the full briefed to him / her in item and all cardinal public presentation index markers ( KPI ‘s ) are agreed with in one to one meeting with Manager. First three months are considered as provisional period where staff is expected to larn and show all basic qualities which are required at this function. There is a standard Career way and Job rubrics are self explanatory, so with in provisional period staff is provided with a rubric as trainee client aid. After successful completion of provisional period the staffs is promoted to measure up client helper. Following degree is to go subdivision coordinator which leads to go subdivision Manager at following degree.

2.2 ) demand to promote single committedness to team public presentation in accomplishment of organizational ends.
The overall purpose of public presentation direction is to set up a high-performance civilization in which persons and squads take duty for the uninterrupted betterment of concern procedures and for their ain accomplishments and parts within a model provided by effectual leading. This phase refers to working to guarantee the public presentation aims are achieved. Identify development demands and support it with professional developing one demand. When public presentation aims are agreed, line directors will necessitate to be after how to accomplish expected degree of public presentation. Supply all support and resources which he/she may necessitate to set about specific twenty-four hours to twenty-four hours undertakings. For any new function Introduce comprehensive initiation and probation period is to measure employee ‘s public presentation and measure their demand.

All employees should be motivated to work efficaciously and expeditiously. This applies to all including one who has been working for same station for over the old ages. The necessities of effectual public presentation direction includes,

Appreciate its intent

Clarity in procedure rhythm and how single can outdo contribute in it.

Recognition of duties

Prioritizing undertaking

Effective communicating and feedback

Proposing ways to run intoing single ‘s marks.

Honoring employees

M & A ; S ever encourages staffs and supply full support to increase public presentation. Staffs are rewarded with fillips and wages verifiers based on feedback from client every bit good as from enigma shoppers. Directors work closely with staff on the floor and help them wheresoever required. Career way is designed to promote employees to execute at their best which ensured their professional growing. It is highlighted that without every 1s single public presentation and part over all success of organisation is non possible.

2.3 ) Application of deputation, mentoring and training to the accomplishment of the organizational aims
Mentoring is a popular tool of personal development and type of preparation which is long standing. It refers to back up, advice and counsel of most experient individual with in administration to new or inexperience individual for his personal development which brings benefits to administration.

It is basically a supportive signifier of development.

It focuses on assisting an single manage their calling and better accomplishments.

Personal issues can be discussed more fruitfully unlike in training where the accent is on public presentation at work.

Mentoring activities have both organizational and single ends.

Coaching refers to developing individual ‘s accomplishments to better occupation public presentation in order to accomplish of organizational aims.

It is by and large short term more organized and clip bounded with regular meetings.

Coach needs to be qualified or experienced with formal occupational function.

It focuses on development of work related and more specific issues or immediate ends.

M & A ; S has kept a specific function as a coaching member who preset on the floor and helps staff with their twenty-four hours to twenty-four hours activities and trains them wheresoever required. Mangers besides work on the floor with squad and usage mentoring wherever they feel necessary. Mangers besides delegate work with in squad and seeing them through with successful completion while paying attending to pull off other undertakings. All this leads to team success which finally help to accomplish strategic aims i.e. Best shop lay out and client service which brings more sale and assist corporate net income.

2.4 ) measure a squad public presentation program
A Team Performance Plan is a elaborate program used to:

Identify the coveted public presentation degrees of the squad

Identify how these public presentation degrees will be achieved

Provide counsel and way to the squad

Measure advancement towards the coveted public presentation degrees

Although there are no rigorous regulations as to the format of a Team Performance Plan they usually contain the undermentioned information:

Specific ends for squad development

Performance steps

Actions required to accomplish ends

An indicant of how long ends will take to accomplish

The Team Performance Plan should aline with the organisation ‘s overall aims. This can be achieved by:

1. Aligning the Team Performance Plan with the Team Purpose

2. Aligning the Team Purpose with the organisation ‘s aims

Team Performance Plans might include the undermentioned types of ends:

Cardinal Performance Indicators ( KPIs )

Goals to better squad competence

Team edifice ends

One of the most cardinal intents of public presentation direction is to aline single and organisational aims. This means that everything people do at work leads to outcomes that farther the accomplishment of the footing of public presentation direction 7 organisational ends. Persons and squads are provided with the chance to explicate their ain ends within the model provided by the defined overall intent, scheme and values of the organisation. Aims should be agreed, non set, and this understanding should be reached through the unfastened duologues that take topographic point between directors and persons throughout the twelvemonth. In other words, this needs to be seen as a partnership in which duty is shared and common outlooks are defined.

M & A ; S set KPI for each member for staff as per their function, Lashkar-e-Taibas take an illustration of client helper who is assigned with following aims,

Quantitative aims include day of the month rotary motion of all merchandises which help to convey down daily waste ratio and finally assist to increase profitableness of shop.

Staffs is expected to maintain a close oculus on stock list to guarantee merchandises are available at all the clip which aid to accomplish hebdomadal sale marks of the shop.

Qualitative aims includes all merchandises are tagged with right monetary value and topographic point in a right place which is legal demand and criterion of M & A ; S.

Staffs are expected to guarantee client safety is overriding. If there is any spillage on the floor it should be cleared rapidly and any slippy floor is sign posted to aware client with any possible jeopardies. Staff need to guarantee the Environment is clean and client friendly.

Staffs are to the full cognizant of merchandise place and its description to reply and fulfill client question if any.

Be able to supervise actions and activities defined to better squad public presentation
3.1 ) Procedure for supervising squad public presentation and novice alterations where necessary
Performance direction provides better direction control ; it is flexible and antiphonal to their demands. It facilitates to follow with companies legal demand. It besides helps out in Audit. Workers know the standard they will be appraised against. Goals are pre-defined. All concerns, whatever sector they are in, will hold programs, purposes and aims. In some instances these can be really sophisticated but in some little concerns really modest. Whatever they are a concern will necessitate to supervise its public presentation in relation to these ends. Following are different ways of supervising squad public presentations,

Meet with Team Conduct weekly or bi-weekly meetings with squad leaders to reexamine issues, portion experiences, and decide jobs and concerns. Make certain that squad leaders hold similar meetings with their squad members, and that identified issues are recorded, communicated, and followed through to cloture.

Communication: effectual communicating may necessitate nil more than modus operandi, informal, interaction among the squad.

Recognize Success Positive support is a cardinal component of effectual squad edifice. This can be every bit simple as a few words of congratulations or public acknowledgment, or nomination for a more formal wagess and acknowledgment, such as Impact.

Monitor Team Morale On a little undertaking, “ direction by walking around ” will be sufficient to measure squad morale. On a undertaking with multiple subprojects and/or a distributed squad, more formal techniques such as squad studies may be used to place job countries that require disciplinary action.

Conduct Team Performance Reviews Make sure that the procedure defined in the Employee Performance and Development Program is followed to supply regular, constructive feedback on each individual ‘s public presentation on the undertaking. Reviews should happen at the terminal of each major stage, whenever the squad member or his/her squad leader is about to go forth the undertaking, at the terminal of the undertaking, or on a minimal six-monthly footing.

Lashkar-e-taibas take an illustration of Marks and Spencer where director walk around on the floor every hr or so and detect each members public presentation against their in agreement day-to-day undertakings, if needed they provide way to member by prioritising undertakings.

I like to pick Mckinsey 7-S Model to specify a wide position of what contributes to public presentation effectivity.

McKinsey ‘s 7-S frame work

In 1981 Richard Pascale and Anthony Athos started look intoing success of Nipponese industry, in the same clip Tom Peters and Robert Waterman were researching what made company excellent. The Seven S theoretical account was born at a meeting in 1978 between these four writers it was taken up by planetary direction company called McKinsey ‘s, since so it is known as their 7- S theoretical account. It is used to organize a company in holistic and effectual manner.

Shared Valuess

This is interrelated Centre of McKinney ‘s theoretical account which describes what administration stands for and what it believes in.


It is a program division of available resources over the period of clip to accomplish identified ends.


It refers to core competency of company work force and their typical capablenesss.


Number and type of staff members with in administration


Refers to Management manner and how they act to accomplish company ‘s end.


A process, procedure and modus operandis which explain how the work should be conducted, fiscal system, MIS, public presentation assessments and enlisting procedure etc.


The manner Management construction is lineations, its hierarchy, i.e. centralised or de centralised, a matrix etc.

3.2 ) Evaluate squad public presentation against agreed aims
Performance reappraisals are conducted by make fulling up assessment signifiers with set of inquiry in relation to KPI ‘s set out and antecedently agreed with employees in one to one meeting. The result of reappraisal public presentation determine what action are required to guarantee better public presentation and future undertakings are met. Any preparation required should be planned and resources are allocated in budget. Reasonable stairss are taken to rectify job if any.

Excellent public presentation should be rewarded with fillip etc and it is assured to employees that their feedback/comments are valuable and their attempts are recognised. Any capableness issue should be taken with attention. Any underachievement should be dealt with as per company ‘s policy guidelines and employee should be engaged in manner where all attempts are made to supply adequate support to staff to increase their end product in order to accomplish their marks. Manager should utilize all methods to increase staff public presentation that includes flexible hours, sharing of work burden, supplying new form of work, independent occupational advice, extra preparation and support.

Marks and Spenser ( M & A ; S ) pays great attending to outcome of public presentation reappraisal, a transcript of each reappraisal is attached with employees personal file. Any recommendations for preparation demands are scheduled at earliest chance. Any under performing artist is dealt with as per company ‘s standard guidelines.

3.3 ) measure the impact of the squad public presentation in lending to run intoing strategic aims
The out put of assessment confirms if member has been able to run into his KPI ‘s, if yes how should you rate them as that evaluation has a direct contemplation of his/her part to companies aims, if employees does good he is rewarded with inducements i.e. bonus payment every bit good as salary addition if he falls behind he is dealt with as per companies policy.

In Marks and Spenser up until last twelvemonth wholly employees were rewarded with Bonus payments because M & A ; S did good against its budget every bit good as its prognosis. It was evaluated that this can non be achieved with out a great difficult work squad members had put it.

4 ) Be able to use act uponing and carrying accomplishments to the dynamic and political relations of personal interactions
4.1 ) determine influencing and carrying methodological analysiss to derive the committedness of persons to a class of action
Market research shows that organisation that invests and attention about motive of staff by and large performs better. Organization is tasked with developing persons and rewarding and retaining those who perform good. Administrations have a vested involvement in happening out if the inducement strategies that they implement are ensuing in the coveted behaviour from persons. I like to foreground below the nexus between inducements and employee motivation.

Paying for public presentation

Advocates of wage for public presentation systems argue that good systems motivate employees towards accomplishments that support corporate ends and schemes.

Honoring the right behavior

By honoring staff for their right behavior motivates them to do the good public presentation systematically or do every attempt to present best services all the time.

Incentives and staff public presentation

Incentives are really much welcomed by staff weather its clip off or free drinks or fillip payments it actuate them to accomplish higher ends or accomplish first-class public presentation. The wagess normally relate to the accomplishment of certain ends, either personal, squad or organizational, or a combination of all.

In add-on, the critical success factors are:

1. To maintain the strategy simple

2. Participants should be able to cipher their inducement

3. Payouts should be meaningful

4.Targets are set in month 1 and end stations are non moved during the incentive period

Incentives do non work good in isolation from other direction practices. Rather, they are farther supported by other elements such as good working conditions, public presentation direction, public presentation assessments, and developing opportunities. Weak disposal and procedures will suppress its effectivity.

There are three lending factors for public presentation motive.


Social acknowledgment

Performance feedback.

Traditional Motivational Models and carrying methodological analysiss to derive the committedness of persons to a class of action
Maslow ‘s hierarchy of demands
Each of us is motivated by demands. Our most basic demands are inborn, holding evolved over 10s of 1000s of old ages. Abraham Maslow ‘s Hierarchy of Needs helps to explicate how these demands motivate us all.

Maslow ‘s Hierarchy of Needs provinces that we must fulfill each demand in bend, get downing with the first, which deals with the most obvious demands for endurance itself.

Merely when the lower order demands of physical and emotional wellbeing are satisfied are we concerned with the higher order demands of influence and personal development.

Conversely, if the things that satisfy our lower order demands are swept off, we are no longer concerned about the care of our higher order demands.

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Douglas McGregor – theory ten Y
Theory x ( ‘authoritarian direction ‘ manner )
The mean individual dislikes work and will avoid it he/she can.

Therefore most people must be forced with the menace of penalty to work towards organizational aims.

The mean individual prefers to be directed ; to avoid duty ; is comparatively UN ambitious, and wants security above all else.

Theory Y ( ‘participative direction ‘ manner )
Attempt in work is every bit natural as work and drama.

Peoples will use self-control and autonomy in the chase of organizational aims, without external control or the menace of penalty.

Committedness to aims is a map of wagess associated with their accomplishment.

Peoples normally accept and frequently seek duty.

The capacity to utilize a high grade of imaginativeness, inventiveness and creativeness in work outing organizational jobs is widely, non narrowly, distributed in the population.

In industry the rational potency of the mean individual is merely partially utilized.

Tools for instruction, understanding and measuring xy theory factors

There are a figure of cardinal constructs that underpin the Excellence Model that are reflected in the standards and sub standards of the model. These constructs are:

1. Consequences orientation

2. Customer focal point

3. Leadership and stability of intent

4. Management by procedures and facts

5. People development and engagement

6. Continuous larning

7. Invention and betterment

8. Partnership development

9. Public duty.

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Frederick Hertzberg theory

Herzberg ‘s research used a pioneering attack, based on unfastened inquiring and really few premises, to garner and analyze inside informations of ‘critical incidents ‘ as recalled by the study respondents.

Herzberg ‘s research identified that true incentives were other wholly different factors, notably:



work itself



In M & A ; S Bonus payments, wagess verifiers are used to derive single ‘s committedness which has been really successful. In add-on names are posted on notice boards who of all time achieve best client services award of the month to recognize their employee ‘s attempt. This besides actuate other employees to work excess difficult and be no 1 following clip.
Promotions are besides awarded to carry employees to take more duties and face fresh challenges in order to come on on professional calling.

4.2 ) discourse the impact of single kineticss, involvement and organisational political relations on procuring the committedness of persons to a class of action.
The attacks and tools vary. However all purpose to turn to one or more of the undermentioned aims, with the ultimate purpose of bettering public presentation:

1. Help understand what clients need ;

2. Help administrations and employees become more consequences orientated ;

3. Better the quality of service to clients by bettering procedures or patterns ;

4. Supply a structured attack to strategic direction ;

5. Make links between single, service and corporate aims ;

6. Translate scheme in to public presentation steps and marks and in making so rationalise public presentation information ;

7. Help show single staff part to organizational aims and make ownership of public presentation by staff engagement in the betterment procedure ;

8. Identify strengths and countries for betterment ;

9. Aid internal and external communicating.

Marks and Spenser selected Mary Gober method as chosen service manner in order to heighten its repute, better gross revenues and concern consequences, and do employee and client proud of Marks and Spenser. Through employee ‘s attempts, this service manner became a portion of M & A ; S ‘s very nature, character which ne’er fades off. It acts as a powerful force, systematically presenting great service every clip client interacts. The method truly helped altering person ‘s behavior throughout the ironss of shop. It emphasised that employees should be positive, take ownership and duty, be respectful and be determined from the minute they say ‘Hello ‘ to client to the minute say ‘Goodbye ‘ , everything ‘In Between ‘ and ‘Beyond ‘ . This makes a dramatic, powerful impact on the client and leaves a feel good feeling.


The survey of strategic public presentation direction gives us the cognition that how directors achieve the organisation overall long term end. The survey of SPM is all about the demand for happening common land between scheme direction and operations direction. While scheme direction seeks to do scheme relevant to employee ‘s daily duties, operations direction seeks strategic context for execution and betterment undertakings.

This assignment give us an thought and understanding to happen out the spread between direction scheme, direction accounting, and strategic human resource direction to analyse the nexus between organisational scheme and systems of planning and control.


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