Southfield is now in the process of hiring and gaining his 25 employees so now is the time for a performance management plan. Landslide Limousine Service should use this to cover four key components in the company. The plan should give chauffeurs constructive feedback, the driver’s ability levels, the process which the drivers ability is measured, and a plan implemented to improve trouble areas for this type of performance. The company will use the plan to keep the business above everyone else in this industry.
Southfield doesn’t Just want “perfect” customer service he wants this excellence to be repeated on a day-to-day basis to make sure business or clients return. In this industry the chauffeurs are the most important part of the business so their contributions have to be the best for the company to thrive. Landslide is Just starting out and they need to hire the best employees to make sure that they gain interest by the public eye, this means customer and employees. They can’t win on the money front Just starting out but they can hold the employees and customers to a high standard.
Bradley and his management team will have to provide training to some of the new drivers and when it comes to the experience ones, they will Just have to learn the Landslide’s way of doing things. When it comes to all staff members they will be Judged by the service they give. Surveys will be issued to each customer to let management know where each employee stands. The staff that takes calls, and the driver’s survey will differentiate exponentially but they will be grade by them the same. Any one employee performance that drops under a average of 5 for the month will be dealt with accordingly.
The scale will go from one (being bad) and 10 (being great) service. The totals will be added and averages at the end of every month to make sure that each employee performs their Job in a satisfactory fashion. Other checks will go into this grade at the end of the month like dress code, facial appearance, vehicle’s condition. Clothing must be ironed, shoes clean (shined optional for drivers), faces must be cleanly shaved no big piercing (small earrings, nose rings, etc are k), finally the vehicle conditions must be in shape o pass the checklist provided.
Anyone not following these guiltiness are on a three strike basis meaning warning, write-up, and fired. The performance plan will stay in line with the vision of the company providing the best customer service in the industry. The company will be in the negative to start out but should be on the comeback by year two. The turnover rate will be high at first but with these high standards set in place the customer will be happy which will generate more money into the company thus paying more to the drivers.
Once this catches on the chauffeurs will recognize their worth and want to stay with a company that keeps them up to a high standard because the respect the craft and the results that it brings. If the plan is followed correctly Landslide Limousine Service will have well trained high standard drivers. This type of setting will only help the business gain traction and help when providing guidance for new employees in the future. The staff needs clear direction when it comes to what is expected of them on a daily, weekly, monthly, and annually basis.
As employee one does a better Job when they realize why the need to do a better Job and what the benefits are. For this the managers should come up with a checklist for staff to keep them on track on a everyday basis. Every day, before and after each Job is done, will have to check a few things to make sure that they are stay up to the Landslide standards. Uniforms will have to be ironed on a daily basis along with clean shoes. The chauffeurs will have the option to shine shoes because they are being seen by the customers so they deed to look the best of the best.
When they come in in the morning they need to check the vehicle, inside and out. Drivers need to make sure that they check from tires to windows and make sure that they give the client the email address so they can leave the survey. The survey will as specific question on how the driver performed and how the vehicle up keep was to determine grades for the service provided. With the company Just getting off the ground they will have to do a lot to make their mark in the industry.
With a good basis of standards and policies put in lace the company will do Just fine in the beginning stages and only get better from there. Putting in place a good performance management plan will help with this because it gives the company a good starting point for what expected each and every one of the employees entering in the company and lets them know, with clear direction, what they can do to fulfill their task on a day-to-day basis. Reference ASCII, W. F. (2013). Managing Human Resources: Productivity, Quality of Work Life, Profits (9th De. ) Boston, MA: McGraw-Hill/Larkin.
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