Solutions for poor employee performance at AnNam gourmet market

HO CHI MINH CITY UNIVERSITÉ LIBRE DE BRUXELLES

OPEN UNIVERSITY SOLVAY BRUSSELS SCHOOL OF

ECONOMICS & MANAGEMENT

MBQPM 6

NGUYEN THI NGUYEN THAO

SOLUTIONS FOR POOR EMPLOYEE PERFORMANCE AT

ANNAM GOURMET MARKET

MASTER FINAL PROJECT

MASTER IN BUSINESS QUALITY AND PERFORMANCE MANAGEMENT

Ho Chi Minh City

(2018)

HO CHI MINH CITY UNIVERSITÉ LIBRE DE BRUXELLES

OPEN UNIVERSITY SOLVAY BRUSSELS SCHOOL OF

ECONOMICS & MANAGEMENT

MBQPM 6

NGUYEN THI NGUYEN THAO

SOLUTIONS FOR POOR EMPLOYEE PERFORMANCE AT

ANNAM GOURMET MARKET

MASTER FINAL PROJECT

MASTER IN BUSINESS QUALITY AND PERFORMANCE MANAGEMENT

Tutor: Prof. Jacques Martin

Ho Chi Minh City

(2018)

DECLARATION OF AUTHENTICITY

I, the undersigned, _________________________________________, declare

that this dissertation is my original work, gathered and utilized specially to fulfil

the purposes and objectives of this thesis, and has not been previously submitted

to any other university for master degree. Any work or information adopted from

other sources is duly cited and referenced as such.

_________________________________

Signature

ACKNOWLEDGEMENTS

I would like first to express my appreciation to the Solvay Brussels School of

Economics & Management and Ho Chi Minh Open University that provided me

with this special and useful program.

Then I would like to offer my deep gratitude to Prof. Jacques Martin, who is the

Director of the program, the lecturer of two courses, and most importantly, my

advisor for this thesis for his profound knowledge transfer, his dedication, his

willingness, for his valuable and constructive suggestions during the planning and

development of this report.

I am particularly thankful for the support of Prof. Michel Brotto (Process

Management), Prof. Philippe Debroux (Human Resources Management), Prof.

Paolo Braguzzi (Innovation), Prof. Antigoni Papadimitriou (Performance

Evaluation) and all other professors of the program, who have conveyed their

sound, systematic and practical knowledge and experience to us.

Besides, assistance provided by my colleagues in my company for the data

collection are greatly appreciated.

TUTOR’ S COMMENTS AND APPROVAL

_________________________________

Signature

TABLE OF CONTENTS

PREFACE

PART I – INTRODUCTION AND PROBLEM IDENTIFICATION................ 1

CHAPTER 1 – CORPORATE CONTEXT AND EMPLOYEE PERFORMANCE

ISSUE........................................................................................................................................1

I. COMPANY CONTEXT...............................................................................................1

II. EMPLOYEE PERFORMANCE ISSUE ....................................................................5

CHAPTER 2 – INVESTIGATION OF THE CAUSES OF POOR EMPLOYEE

PERFORMANCE AND THE CONSEQUENCES ...............................................................9

I. EMPLOYEE FEEDBACKS WITH SURVEYS & INTERVIEWS.......................10

II. DETAIL ANALYSIS OF EMPLOYEE POOR PERFORMANCE ROOT

CAUSES..............................................................................................................................14

1. Assessment of current EPM system......................................................................14

2. Processes and procedures......................................................................................20

3. Delegation and job design......................................................................................21

PART II - SOLUTIONS FOR EMPLOYEE PERFORMANCE

MANAGEMENT................................................................................................. 24

CHAPTER 1: SOLID FOUNDATION FOR SUCCESSFUL EMPLOYEE

PERFORMANCE MANAGEMENT...................................................................................24

I. CRITICAL PREREQUISITES.................................................................................24

1. Vision Framework..................................................................................................24

2. Leadership and Commitment ...............................................................................26

II. PROCESS SYSTEM ..................................................................................................27

1. Why processes are needed? ...................................................................................27

2. How to build the process system properly? .........................................................28

3. How to implement and control process................................................................31

CHAPTER 2: PERFORMANCE MANAGEMENT SYSTEM.........................................33

I. PURPOSES OF PERFORMANCE MANAGEMENT SYSTEM..........................33

II. DESIGN OF PERFORMANCE MANAGEMENT SYSTEM ...............................34

1. AGM Objectives Development with Balanced Scorecard ..................................34

2. Targets.....................................................................................................................43

3. Measurements.........................................................................................................44

III. PERFORMANCE MANAGEMENT CYCLE.........................................................44

CHAPTER 3: DRIVERS TO ENHANCE EMPLOYEE PERFORMANCE SYSTEM..49

I. EFFECTIVE COMMUNICATION..........................................................................49

1. Communication plan for changes.........................................................................49

2. Change promotion in the company ......................................................................49

3. Two-way communication.......................................................................................50

II. MOTIVATION ...........................................................................................................51

III. TRAINING..................................................................................................................52

IV. CULTURE...................................................................................................................52

V. INCENTIVES & REWWARDS/ RECOGNITION SYSTEM...............................53

CONCLUSION.................................................................................................... 54

REFERENCE LIST............................................................................................ 56

APPENDIX.......................................................................................................... 57