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Designing an Employee Performance and Evaluation Process at Stop and Shop
Memorandum
To: Hugo Levi, Chief Operations Officer
From: Daniel Day Lewis, Human Resources Manager
Date: 15th June 2020
RE: Designing an Employee Performance and Evaluation Process at Stop and Shop
Current Situation
The purpose of this report is to detail the development of a cashier’s performance evaluation and review process and the program training. The Stop and Shop chain of supermarkets focus on retail trade in essential and non-essential goods. The company functions best due to the presence of cashiers, who help with profit realization. Various managers are in charge of the various store departments. The cashier head brings together the efforts of its departmental staff. This department is said to be the greatest contributor to the store’s profit-making abilities, but it is also said to be the greatest contributor of inefficiencies (Nicasio). Shoppers have previously given feedback in light of cashier inabilities to link customers’ previous and current purchases, enjoying a lot of discounts, unfriendliness, and inability to handle angry customers. The overall store manager has gathered that store line managers are encouraging such risks through disengagement and lack of engagement with cashiers on these matters. The store has not conducted an evaluation before due to non-issues in some basic goal realizations.
Description Of The Problem
The cashier is responsible for customer service in form of greeting, friendliness, cross-selling, and handling customer issues; money handling; store front maintenance; refund issuance; and product stocking. From the current situation, the cashiers have been identified to be inefficiently trained. Store line managers are only trained once they join the organization. With such little training, cashiers are bound to blander on sensitive matters (Lisa). These are grave matters for the store. With the annual acquisition of little training, some store managers are promoted to higher positions, only to drag their past mistakes forward so that issues grow and the store continues to feel this impact. Performance evaluation informs on the level of training.
Cashier Training Vision
Stop and Shop will adorn a whole, new look when the training is complete. The cashiers and store line managers will be able to effectively and efficiently conduct store business. Cashiers will better handle customer complaints, link customers’ previous and current purchases for better customer details, and provide just the right amount of discounts to balance store profitability and customer satisfaction. The cashiers will have greater confidence in their skill set. With this, head cashiers will be training subordinate cashiers for their good. They will be able to grow in leadership, thus making them more prepared for bigger roles around the various stores. These efforts will then result in greater efficiencies and effectiveness, with greater product and service quality.
Training Program Goals
In light of the store’s vision, cashiers will be expected to meet three goals after training completion:
40% reduction in customer handling complaints 3 months after training completion.
50% improvement in linkage of customers’ previous and current purchases 4 months after completion of training.
45% improvement in balance between customer purchases and discounts given 3.5 months after completion of training.
The cashiers will meet the detailed goals, with assistance from the set deadlines. With proper evaluation and training, cashiers will have a better understanding of customer needs, thus reducing the customer complaints. The cashiers will have a better grasp of the POS system (Nicasio). This will result in an efficient reconciliation of previous and current customer purchases. Lastly, cashiers will have a better grasp of store goals and objectives, as well as customer needs, thus better handling effective decision making in offering discounts for the benefit of both parties.
Performance Evaluation Review Process
Performance evaluation and review will take a three-way approach. First, the cashier’s skills will be gauged using a checklist scale. The skills under consideration are attention to detail, knowledge of products and the POS system, effective handling of pressure, effective and creative in problem solving, takes initiative and good grasp of store goals and objectives (Verma). The store line managers will need to understand individual cashiers in consideration of these qualities:
The attention to detail aspect – the cashier’s keenness on products, amounts, pricing, and customer needs.
Product knowledge – details the cashier’s ability to understand the store products, use, their pricing, and aisle location.
POS knowledge – details the cashier’s understanding of the POS hardware and software, its functioning, and use in meeting customer needs.
Pressure handling – the cashier is able to remain composed in high pressure situations and even solve pending issues.
Effectiveness and creativity in problem solving – cashier is able to come up with ways of deals with issues effectively and efficiently.
Takes initiative – takes charge of situations effectively.
Good grasp of store goals and objectives – cashier has a good understanding of store expectations and aligns their own goals and customer goals to them.
With this, the managers will be able to understand how best to improve the cashiers’ grasp of these qualities and how to slowly equip them some more.
Qualities Yes No
Keen attention to detail Good knowledge of store products Good grasp of POS system Effective handling of pressure Effectiveness and creativity in problem solving Takes initiative Good grasp of store goals and objectives Table 1: Individual Cashier Qualities
Source: Verma
The cashiers’ effectiveness working in groups will look at issue management, teamwork, problem solving, and effectiveness of communication (Yatin). Managers will be responsible for identifying these qualities:
Issue management – cashier effectively handles group issues.
Problem solving – cashier is able to come up with solutions to group problems.
Communication effectiveness – cashier communicates clearly in group forums.
Teamwork – cashier works well in teams.
The managers get to make decisions about the cashiers’ need for greater group interactions and improvement of their attitude.
Qualities Yes No
Effectiveness in management of issues Great teamwork Effective problem solving capabilities Effectiveness in communication Table 2: Cashier Group Qualities
Source: Yatin
Lastly, the cashier’s interaction with the other departments in light of their influence in their understanding of store products and services is an important aspect (Campbell). Ensuring a good understanding of the various departments, the managers will have improved store management with better departmental interactions.
Store Departments/Good Grasp Yes No
Grocery Meat Fresh Produce Dairy Health and Beauty Frozen Foods Seafood Deli Beer and Wine Front End Table 3: Store Departments, Shop and Stop
Source: Campbell
This process will take a week. Training will take place a month later.
The Recommended Model Training plan
Given the busyness of the Stop and Shop store, cashier manager training will occur for a month, thrice a week, that is Monday, Wednesday, and Friday from 1 p.m. to 4 p.m. The store managers will have undergone training 4 months prior to the cashiers’ managers’ training. Other departmental staff will have undergone training in preceding months or months after the cashier managers’ training. The cashier managers are in need of the intense training to help improve their interactions with customers, have a better store policy understanding, and a better POS system understanding, which is what the training seeks to achieve while instilling new skills and information. Store managers will give lectures, power points, discussions, role playing and handouts for a better understanding of the training (Ross). This will help give the cashier managers better understanding and opportunities to grow. The individual, group, and organizational levels will be catered to in different settings and with a greater interaction with the rest of the staff during the first to the third week. The training will cater to assessments, questions and answers during the final week and short tests during prior weeks. The cashier managers will receive short assessments tests, short essay questions, and role plays to gauge their understanding, with creation of opportunities to ask and respond to cashier manager questions. Multiple choice questions will describe the tests, longer questions for the essays, and acting out cashier management roles in role playing.
Stage Theme Time Topic Objectives Learning Assessment
1 Introduction Week 1:
Monday: 1-3 p.m.
Week 2:
Monday: 1-3 p.m.
Week 3:
Monday: 1-3 p.m. Introduction to introductions between customers and cashiers
Introduction to understanding of store system Importance of skill application in customer interactions and running of store business. Lectures
PowerPoint
Discussions Short
2 Individual Week 1:
Monday: 3-4 p.m.
Wednesday: 1-4 p.m.
Friday: 1-4 p.m. On an individual level:
Improvement in customer interaction
Better understanding of store policy
Better POS system understanding
Application of skills and technical knowhow at the workplace – with customers, the store, and the system. Lectures
Handouts
Discussions
PowerPoint
Role playing Short essay questions
Role plays
3 Group Week 1:
Monday: 3-4 p.m.
Wednesday: 1-4 p.m.
Friday: 1-4 p.m. How various group interactions contribute to better customer interactions and general services Teamwork skill and technical knowhow application in running the store business Lectures
Handouts
Discussions
PowerPoint
Role playing Short essay questions
Role plays
4 Organization Week 1:
Monday: 3-4 p.m.
Wednesday: 1-4 p.m.
Friday: 1-4 p.m. Overall contribution of organization to better customer interactions Combination of skills for the overall good of the company Lectures
Handouts
Discussions
PowerPoint
Role playing Short essay questions
Role plays
5 Conclusion Week 4:
Monday: 1-4 p.m.
Wednesday: 1-4 p.m.
Friday: 1-4 p.m. Assessments
Q&A sessions To gauge the level of understanding of trainees Role playing Short multiple choice questions/tests
Short essay questions
Role plays
Evaluation Of Training Program Effectiveness
The cashier managers’ training will be conducted with regard to their reaction, learning, behavior, and results. Their understanding and takeaways will be considered during and after training. Cashier managers will be assessed during and after training through tests and feedback. The store managers will be checked against key performance indicators, issued questionnaires, and customer surveys. Cashier managers will be further gauged against improvement in customer handling, better understanding of POS system, and a better reconciliation of customer purchases and discounts. Cashier managers, in the end, will be expected to be more relaxed, have productivity increase, increased morale, higher customer satisfaction results, and more store efficiencies. Post-training assessments are effective too.
Conclusions
From the evaluation and training, Shop and Stop can identify two insights learned. First, more frequent trainings give better results in terms of customer satisfaction, improved product and service quality, and better staff satisfaction. Second, the organization ought to be designed like a network so that staff has a connection to each part of the organization for the growth and better results for the company with a deeper understanding of the store goals and objectives.
Works Cited
Campbell, Jeff. “What are the Different Positions in a Supermarket?” The Grocery Store Guy, 2020, https://thegrocerystoreguy.com/what-are-the-different-positions-in-a-supermarket/. Accessed 15 June 2020.
Lisa. “Responsibilities and Duties of a Retail Cashier.” ToughNickel, 2012, https://toughnickel.com/industries/How-to-Cashier. Accessed 15 June 2020.
Nicasio, Francesca. “The Retailer’s Guide to Cashier Training: Getting People up to Speed with Your POS.” Vend, 17 April 2018, https://www.vendhq.com/blog/cashier-and-pos-training/. Accessed 15 June 2020.
Pawar, Yatin. “8 performance appraisal methods you should be aware of. Upraise, 9 Aug. 2017, https://upraise.io/blog/types-performance-appraisal/. Accessed 15 June 2020.
Ross, Stanley C. Training and Development in Organizations: An Essential Guide for Trainers. Routledge, 2018.
Verma, Eshna. “How To Measure The Effectiveness Of Corporate Training.” Simplilearn, 28 May 2020, https://www.simplilearn.com/how-to-measure-effectiveness-corporate-training-article. Accessed 15 June 2020.
Appendix
Table 1: Individual cashier qualities
Table 2: Cashier group qualities
Table 3: Store Departments, Shop and Stop
The Most Successful President
The Most Successful President
Student’s Name
Institutional Affiliation
Course Tittle
Professor’s Name
Date
The Most Successful President in the United States
During the period course of George Washington to Andrew Johnson, Abraham Lincoln is over and over again well-thought-out to be the most successful and greatest President for his governance for the period of the American Civil Warfare and his articulateness in discourses, for instance, the Gettysburg Address. In several political surveys and studies that have been conducted to create historical rankings of the achievement of persons who have served as the President of the United States, Abraham Lincoln is thought of as the most successful. Ranking schemes usually are established on reviews, analysis, and studies of a political scientist and academic historians or common opinions. The ranks are based on presidential leadership qualities, achievements, faults, and failures. Abraham Lincoln was selected as the best and most successful United States president in a survey where approximately 100 biographers and historians rated past Heads of state based on leadership qualities.
Abraham Lincoln was the 16th Head of state of the US and is considered one of America’s greatest protagonists due to his starring role as redeemer of the emancipator of the enslaved people and the Union. His coming from humble beginnings to succeeding in the most incredible office in the state is a notable story. He was a legal representative and applied his knowledge and understanding of the law to extend presidential power’s reach vastly. Abraham Lincoln turned out as one of the initial concepts of American administration on its Head by the ending of the slaves. He led the state through a political crisis, most great morals, and a constitutional crisis. He succeeded in bolstering the federal government, modernizing the United States economy, and preserving the Union. Lincoln’s profound rooted desire to preserve the Union was as a result of the influence of the farewell expressions of George Washington.
Lincoln’s humor was depicted as an illustration of his humanity; his many pardons showed his great soul, and his mournful character mirrored the encumbrances of his lonesome journey as the Head of a sinful and blundering people.
Abraham Lincoln made great struggles to get knowledge while laboring on a plantation, keeping store at New Salem, Illinois, and splitting handrails for fences. He was the commander in the Black Hawk Warfare, took a period of eight years in the Illinois administration, and led the path of the court of law for several years. One of his law partners told him that his drive was a little locomotive that did not recognize any rest. As Head of state, he made the Republican Union into a better nationwide organization. Additionally, Lincoln rallied several northerly Republicans to the Confederacy basis. On January 1, 1863, he gave the Emancipation Proclamation that constantly professed freedom to those slaves within the Union.
For the reason that he was dedicated to conserving the Union and hence defending democracy no matter what the penalties to himself, the Union was certainly saved. Since he comprehended that culminating slavery needed careful timing, patience, and an iron resolve, bondage and captivity were indeed finished. In the process, he managed to outline a better Union’s establishment in terms of economic equality and liberty that supported the citizenry in him. He knew that triumph in all great roots relied on visionary and purposeful presidential governance in addition to the practice of governmentally suitable ways. Lincoln left behind a legacy in the United States that was equally free and whole.
As the most outstanding activist Head of state in history, Abraham Lincoln changed the President’s title role as the commander in chief and chief executive into an influential and dominant different position, enabling the Head of state highest over both the Congress and the courts. His activism started practically immediately with Fort Sumter after he called out nation paramilitaries, commanded the capture and military confinement of suspected traitors, used up $2 million without congressional appropriation, expanded the navy and army, put off the writ of habeas corpus in a number of locations, gave the emancipation declaration on New Year’s Day 1863, shut post offices to rebellious correspondences, and blockaded of the Southern ports. Indeed, Abraham Lincoln was one of the most successful and influential leader.
On Good Friday, April 14, 1865, President Abraham Lincoln was murdered at Ford’s Auditorium in Washington by an actor known as John Wilkes Booth, who, one way or another, though he was assisting the South. The reverse was the outcome, for, with Abraham Lincoln’s death, the likelihood of amity with generousness died. His bequest of decision-making power did not endure past his passing, and over the following forty years, both the courts and Congress outshined the White House in influence and power. Still, the greatest long-lasting achievement credited to Lincoln is the vindication of democracy, the preservation of the Union, the end of slavery, and all done by the methods in which he dealt with the difficulty that most surely would have finished in a different way with a smaller man in the ruling. His biggest accomplishment, historians say, was his capacity to mobilize and energize the state by alluring to its finest principles while acting with hatred towards none, the search of a more just, more enduring, and perfect union. There is no Head of state in American history who ever faced a bigger crisis, and now Head of state ever done as much.
President Lincoln underwent extraordinary heaviness throughout the long Civil War. He never gave up on in spite of generals who were not prepared to battle, power struggle, murder threats among his Cabinet associates, resistance from groups such as the Copperheads, and a big loss of his life on the battlegrounds. Though he continued being persevered and brave, He did not give in to the end and into the war’s pressures early. He continued fighting until the Confederacy was overpowered. A smaller individual would have surrendered and quitted the warfare before the objectives had been attained. Abraham Lincoln did not do this. The Emancipation Proclamation did not instantly set free the slaves since it was only practical to territories not under President Lincoln’s influence. The real element is that legal liberty for all slaves in the US did not come till the final reading of the Thirteenth Amendment in December of 1865. Abraham Lincoln was a good enthusiast of the amendment; however, he was killed before its ultimate representation.
ReferenceBrownson, Jennifer. “First Opinion: Evidence of Democratic Principles in Abraham Lincoln’s Dueling Words.” First Opinions, Second Reactions 13, no. 2 (2020): 4.
Brownson, Jennifer. “First Opinion: Evidence of Democratic Principles in Abraham Lincoln’s Dueling Words.” First Opinions, Second Reactions 13, no. 2 (2020): 4.
Ginn, Emilie E. “Abraham Lincoln, the United States, and Mexico: The Implications of Memory in a Continental History.” (2020).
Griffin, Marian Olivia Heath. Achievements and Accomplishments of African Americans: Before and After the Civil Rights Movement. Xlibris Corporation, 2020.Decker, Marsha. “Civil society and civil discourse: Eloquence and hope in the communications of presidents Abraham Lincoln, Franklin D. Roosevelt, and Barack Obama.” PhD diss., 2020
Martinelli, Owen. “Abraham Lincoln: Making a Man of a Legend.” (2018).
Crime Victims Compensation Program
Name
Professor
Course
Date
Crime Victims Compensation Program
Victims of violent crimes often end up suffering from psychological, social as well as economic injuries from a crime and this may actually keep going even after the crime ends and the physical injuries have been healed. There is a program that has been created referred to as the Crime Victims Compensation (CVC) whose main aim is to ensure victims who have suffered from violent crimes are reimbursed. The CVC is administered by the Office for Victims of Crime (OVC) which is under the U.S Department of Justice. CVC gets it’s funding through the fines as well as the penalties that are paid by federal criminal offenders. Not all crimes are compensable, the federal regulation requires the states to over compensation to victims who may have undergone crimes such as domestic violence, child abuse and sexual assault.
CVC does not often reimburse the victims of property crime violence and I believe this limitation is fair. Eligible expenses include mental health counselling, funeral expenses, medical bills ad loss of wages. The first reason why I support the limitation in place is because of the source of funding. CVC does not really have a steady flow of cash as they get funding from penalties paid by offenders. If the program begins reimbursing property crime, then it may become difficult to help victims of the crime who actually need the funding. They do not even get 100% of the payment but rather 60% although state may decide to add its own fund to the program which rarely happens. I believe the program also covers enough including crime-scene clean up, eyeglasses, dental care, prosthetic devices, replacement cost of clothing as well as beddings that is held as evidence as well as annuities for child victims for the loss of support. The only thing not covered is theft and property loss.
I ado acknowledge that property is of importance especially due to the fact that the property we possess are properties that we have really worked for, however, property can always be replaced as compared to the mental torture a person who was beaten up in domestic abuse, or a person who was raped at times a child who losses a parent to violent crimes. The felling that victims of violent crimes go through and nothing can be better or things may never be the same again, however the little financial help that they get from the state government may go a long way. For example, it is for a fact getting to see a psychiatrist is expensive and at times families of victims who go through the violent crimes may be unable to cover the cost, money that comes from the CVC will be important in facilitating the psychiatrist visits that will ensure that they get better.
The limitation is important also because I believe people may decide to commit property vandalism or theft on themselves so that they may benefits from the program. Most people who are often reimbursed by the VCC go through ordeals that no one could wish on themselves or rather that they could not do it for themselves for monetary benefits. However, I believe in property cases individuals may decide to vandalize or hire people to steal their property because they know that they will get a compensation of some sort.
Although property loss may not be covered under the VCC, there are still ways a person who loses property I theft or a crime may be compensated. Restitution involves the court which is a part of a sentence in a criminal case, a defendant is often ordered by the court to compensate victims for the losses that they may have incurred in a crime. Unlike the VCC where the state government chips in from the various programs that have been set in place, the compensation has to come from the defendants own pocket. The public policy is often in support of imposing restitution as part of a sentence in order to force the offenders to answer directly and face the consequences of their crimes. These allows victims of property violence or theft to get their dues although at times this may not be possible especially in cases where the defendant cannot raise the money he has been asked.
In conclusion, I believe the limitation that are in place in the Violent Crime Compensation program are justifiable. They get to reimburse victims a substantial amount of money for what they may have gone through. Victims of property violence should only rely on restitution to claim for compensation with the hope that the defendant may pay. In the future if the VCC gets a more robust funding and is able to completely reimburse or victims of violence completely then property violence victims may also be included in the funding.