Improving employee performance through performance management: A management action research for ABC insurance group shared services center

• Main Author: Del Rosario, Rommel
• Format: text
• Language: English
• Published: Animo Repository 2016
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/5174
• Institution: De La Salle University

Employees have long been recognized as an organizations valuable assets. They determine the rate of success that a company can achieve basing on how they are treated and guided. The performance management system in the company of the action researcher in relation to determining employee performance success relative to the BPO industry was studied using team members through Performance Improvement Plan management and personal relationship development through motivation. This action research aims to address the issue of poor performance of some of the action researchers team members as collaboratively determined by business partners, onshore stakeholders, superiors and the team members alike. The action research cycle was employed to make an intervention to address the issue. The Performance Improvement Plans are rolled out to team members who are performing below the target Key Performance Indicators. The results showed that improvements were gradually observed in the period of study indicating that performance measures particularly enrollment in Performance Improvement Plans are effective in steering employee success in the company when coupled with motivational factors and personal relationships. The action researcher realized that people are not numbers and that personal relationships do count as a factor in improving employee performance. Furthermore, this action research opened the doors for the author to be a more conscious reflective individual. The action researcher would also like to further explore on how to effectively utilize performance improvement plans to develop team members under different scenarios since it is considered as one of the limitations of this action research.