part 3: case study 1 - performance management case: abc tech notices that one of their customer service…

Brief Explanations:

1. First, HR should gather data on the employee's performance, including the frequency of late - arrivals and the nature of the slipping customer reviews. This helps in making an informed decision.
2. For fairness, HR should consider the employee's past performance, any personal or work - related issues that may be causing the problems, and compare the employee's situation with that of other similar employees.
3. If the issue is mainly due to a lack of knowledge or skills, extra training may be sufficient. If it is a behavioral issue, disciplinary action may be needed. In some cases, both may be appropriate as disciplinary action can send a message about expected behavior while training can improve performance.

Answer:

1. Steps to address the slipping customer reviews and late - arrivals:
   • Gather performance data (e.g., number of late - arrivals, details of negative reviews).
   • Have a private conversation with the employee to understand the root cause (e.g., personal problems, lack of training).
   • Set clear performance expectations and a timeline for improvement.
2. Balancing fairness:
   • Review the employee's past performance record.
   • Consider any external factors affecting the employee's work.
   • Compare the employee's situation with peers to ensure consistency in treatment.
3. Regarding disciplinary action, extra training, or both:
   • If the problem is due to lack of knowledge (e.g., not knowing how to handle certain customer inquiries), extra training is a good option.
   • If the problem is mainly behavioral (e.g., consistently arriving late without valid reasons), disciplinary action such as a verbal or written warning may be necessary.
   • In cases where both knowledge and behavior are contributing factors, both disciplinary action and training should be implemented.