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dc.contributor.author
Farmaki, Asimina
en
dc.contributor.author
Mitselou, Martha- Dimitra
en
dc.date.accessioned
2015-06-12T15:22:31Z
dc.date.available
2015-09-27T05:57:21Z
dc.date.issued
2015-06-12
dc.identifier.uri
https://repository.ihu.edu.gr//xmlui/handle/11544/300
dc.rights
Default License
dc.title
Employee Performance Management When The Company Deals With The Customer On A Daily Basis
en
heal.type
masterThesis
heal.language
en
heal.access
free
el
heal.license
http://creativecommons.org/licenses/by-nc/4.0
heal.recordProvider
School of Economics, Business Administration and Legal Studies, MSc in Management
heal.publicationDate
2010
heal.bibliographicCitation
Farmaki Asimina and Mitselou Martha- Dimitra,2010, Employee Performance Management When The Company Deals With The Customer On A Daily Basis, master's Dissertation, International Hellenic University
en
heal.abstract
Performance management has been increasing constantly the last years.It is a tool used by companies for developing and training their employees.By this way a company can achieve a high probability of success,due to the fact that performance management can provide a good control that minimizes errors. Some of the purposes of the performance management is to ensure that the work performed by employees accomplishes the work of the company,that have a clear understanding of the quality and quantity of work expected from them,and ongoing information is being given to the employees. Furthermore,awards and salary increases based on employee performance are distributed accordingly,and when employee performance that does not meet expectations is addressed. This research is based on the belief that the methods used in the companies in performance management can optimize the level of overall company‟s performance.It aims to examine various performance management methods with the aim of ensuring the best performance. The research proposed is important because customer‟s point of view about the company‟s weelbeing is strongly related to the employees‟ performance management ,especially in cases in which there is a direct contact on a daily basis.Company‟s management teams can benefit from rules that minimize errors. It is hoped that the outcome of the research will contribute significantly in understanding the importance of the implementation of performance management and the possible obstacles that should be confronted.
en
heal.tableOfContents
Abstract ............................................................................................................................................... 3 Acknowledgements ......................................................................................................................... 4 Chapter 1: Introduction ................................................................................................................ 8 1.1 Motivation ................................................................................................................................ 8 1.2 Objectives of the study ......................................................................................................... 8 Chapter 2: Literature Review .................................................................................................. 10 2.1 Definition and Evolution of Performance Management ........................................... 10 2.2 Performance Management Elements ...................................................................... 12 2.2.1 Methods ........................................................................................................................ 12 2.2.2 Appraisal ......................................................................................................................... 14 2.2.3. Practices ......................................................................................................................... 17 2.2.4. Pharmaceutical industry ............................................................................................ 18 Chapter 3: Stages of Performance Management .............................................................. 20 3.1. Stages of performance management .............................................................................. 20 3.1.1 Planning .......................................................................................................................... 20 3.1.2 Execution ........................................................................................................................ 20 3.1.3 Assessment ..................................................................................................................... 21 3.1.4 Review ............................................................................................................................. 21 3.1.5 Renewal........................................................................................................................... 21 3.2. Methods for performance management ........................................................................ 21 3.2.1 Competency Based Assessment................................................................................ 22 3.2.2 Balanced scorecard ....................................................................................................... 24 Chapter 4: Performance Appraisal .................................................................................... 27 4.1. Basic Purposes.................................................................................................................... 28 4.2.Objectives ............................................................................................................................... 29 4.2.1 Provide Feedback .......................................................................................................... 30 4.2.2 Training Needed ............................................................................................................ 31 4.2.3 Clarify Expectations .................................................................................................... 31 4.2.4 Allocate Rewards ........................................................................................................... 32 4.3. Appraisal Methods ............................................................................................................ 32 6 4.3.1.Traditional methods .................................................................................................. 32 4.3.2. Modern Methods ......................................................................................................... 37 Chapter 5: Performance Management Practices ............................................................. 43 5.1. Staff motivation ................................................................................................................... 43 5.2. Focus on Costumer ............................................................................................................. 45 5.3. Empowering Front Line Employees .............................................................................. 46 5.4. Benchmarking ...................................................................................................................... 47 Successful Benchmarking ....................................................................................................... 48 Chapter 6: Case Study ................................................................................................................. 50 Cooperative pharmacists‟ of Thessaloniki (SY.FA. THESSALONIKIS) .................. 50 6.1. METHOD-DATA COLLECTION ........................................................................... 51 INTERVIEWS with close-end questions ............................................................................. 52 PART 1 ...................................................................................................................................... 52 PART 2 ...................................................................................................................................... 53 PART 3 ...................................................................................................................................... 54 6.2. FINDINGS ............................................................................................................................ 56 6.3. CONCLUSION ................................................................................................................... 58 List of references ............................................................................................................................. 60
en
heal.advisorName
Petridou, Evgenia
en
heal.committeeMemberName
Petridou, Evgenia
en
heal.committeeMemberName
Mihail, Dimitrios
en
heal.committeeMemberName
Katsaliaki, Korina
en
heal.academicPublisher
School of Economics & Business Administration, MSc in Management
en
heal.academicPublisherID
ihu
heal.numberOfPages
69
heal.fullTextAvailability
true


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