RAISING THE PERFORMANCE BAR 4
Raisingthe Performance Bar
Raisingthe Performance Bar: Lavern Wilson Case
LavernWilson is the new executive housekeeper in a department that ispoorly performing at Melrose Hotel. It is obvious that the approachthat Lavern took to consult with the supervisors did not work out. Inthis case, while the laundry supervisor seemed ready to look for thesolutions that her department was facing, the public room and theroom inspector supervisors seemed hostile in the meeting. Therefore,the most effective approach method that could have been adopted byLavern was to approach the three supervisors individually (Kelly &Taffer, 2013). This approach is ideal as it could have averted anypossibility of teaming up against any changes and against the newexecutive housekeeper as evidenced.
Lavernshould give the supervisors a chance of explaining the challengesthat they were facing, especially after visiting each supervisorindividually at their specific place of work, (Kelly & Taffer,2013). This ensures that the supervisors are given attention and thisavoids the possibility of self-protection and avoidance. The nextstep was for Lavern to give a feedback concerning the specificchallenges that each supervisor would detail. In this regard, Lavernwould have taken an opportunity of going through specific negativecustomer feedbacks to respective supervisors (Kelly & Taffer,2013). The next step is developing new changes or strategies thatcould help improve the performance of each department. At this point,it was important for Lavern to have individual contribution andproposals from each supervisor as they have better understanding andexperience of their particular work station.
Eachsupervisor would have clearly laid out the challenges that they arefacing in their department. This is an important part of consultationthat Lavern could have written down the key points to respondpromptly. The last important part of this management process isdeveloping a strategy of monitoring and evaluating the performance ofeach department (Kelly & Taffer, 2013).
Kelly,K., & Taffer, J. (2013). Raisethe Bar: An Action-Based Method for Maximum Customer Reactions.Boston. New Harvest