The background

Best Practice were asked to support with a complex grievance. We provided advice and guidance to HR and the grievance hearing manager throughout the investigation and outcome process. This ensured that the complaints were addressed, and a satisfactory conclusion was reached for all involved. As part of the lessons learnt process that followed the grievance, we identified a failure to proactively manage a performance concern as one of the factors that had led to the grievance. 

The process

As a follow-up to the lessons learnt, a performance audit was conducted which identified a number of areas for improvement with regard to both informal and formal performance management. Based on budget and resources, these areas were prioritised and understanding of the role, adequacy of policies and manager confidence, were identified as initial areas of focus. A project plan was developed to address each of these areas and rolled out with support from the Best Practice network.

The results

Within 8 weeks of the completion of the project, improvements were already being seen including: 

• A number of instances of effective informal performance management;
• Positive feedback from individual employees regarding feedback approaches from managers that completed the training; 
• 20% increase in the use of the performance management process. 

Next steps: The audit will be repeated after 6 months, to formally assess the improvement made and identify further opportunities to improve the approach.