Performance Management – BARS Performance Management Analysis

Question 1

Background

Global changes are reshaping the world economy, with profound implications for Singapore’s economic landscape. The work environment is characterized by rapid transformation and the continuous adoption of emerging technologies. Considering these shifts, performance management practices must be strategically renewed to ensure employees are adequately equipped to navigate evolving challenges and contribute meaningfully to enhancing organizational productivity and operational efficiency.

Task

Your group is to work together to develop behaviourally-anchored rating scales (BARS) to measure competencies of a job in an organisation of your choice (please note that the organisation must be a real organisation and not hypothetical). The job position chosen must meet the following criteria:

1. A non-management job
2. Included   in    the   Singapore   Standard   Occupational   Classification   SSOC                 2024 (https://www.singstat.gov.sg/standards/standards-and-classifications/ssoc)

Generate the following outputs as a group and write a 4000-word report in the format below:

1. Introduction

In this section you will present rationale for your choice of the job chosen and how the job is impacted by the conditions presented in the preamble. Provide relevant background details of the organisation, industry and overall purpose and accountabilities of the job (about 3-5 accountabilities).

• Methodology

Describe, explain, and apply the critical incident technique in generating content and outputs for this assignment.

You should conduct interviews of two current or previous job incumbents to gather suitable data. The job incumbents must be from the same organisation and hold the same job position. This methodology section should include information about the interviewees (e.g. inclusion or exclusion criteria), how you identified interviewees, the interview questions. The interview transcriptions should contain verbatim responses and should be included in the Appendix. Concepts of how validity and reliability will be addressed should also be included. For the data collection, please ensure that you have sought informed consent from participants using appropriate documentation (see Appendix A for a sample). Please ensure that all documentation submitted are anonymised.

• Content and Outputs

1. Identify TWO (2) competencies for the job. Indicate the steps you took to generate the list of competencies. Explain your rationale for selecting these competencies.
2. From 3a, derive a list of behavioural indicators for each competency (3 indicators for each competency). Explain the steps you took to generate the list of indicators. Explain your rationale for selecting these indicators.
3. Generate critical incidents for each behavioural indicator and include these in the main report. Articulate the steps you took.
4. Use the information your group has generated to develop BARS to measure meaningful levels of each competency (minimum 3 levels). Justify your choices used in creating the BARS (e.g. labels and descriptions). Include your BARS as tables in the main body of the report (Note: The BARS are included in the total word count).

4. Recommendations (recommended words: 1500 words)

1. In this section, you are to provide concrete recommendations to the organisation on how your specific tool (i.e. the BARS that you developed for the specific job position) should be utilised. Recommendations should demonstrate sound application of course concepts, research support, and identification of barriers related to performance. You should also highlight benefits, limitations, and guidance in relation to its practical use of your BARS in the organisation and appraise its importance to business and organisational outcomes.
2. Based on your constructed BARS scale, explain how a competency development plan could help the employee become a star employee and create a competency development plan for this employee (use the template below).

Competency Development Plan Template

• Appendices

Include your interview questions, transcriptions and completed informed consent forms in the appendices. Label your appendices clearly.

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Introduction

This report includes the development of Behaviorally Anchored Rating Scales (BARS) for the position of customer service officer at Singapore Airlines. This particular job role is selected because the role of technology transformation is significant in the aviation industry such as digital check in systems, automatic service platforms and Ai driven customer support tools. It requires employees to reveal their competencies in the areas including customer interaction, adaptability and problem solving.

Organisation and industry context

In the industry in which Singapore airline is serving is the global aviation industry which is highly competitive and there is great significance of the overall service quality in achieving competitive advantage.

• Key job accountabilities:
• Need to assist passengers with their check ins, boarding and travel inquiries.
• Solving customer complaints.
• Coordinating with an internal team.
• Ensuring compliance with aviation regulations.

Methodology

The study makes use of critical incident technique in order to identify the behaviour that affects job performance.
Interview details – interview was carried out with two customer service officers at Singapore Airlines. The inclusion criteria followed is to have a minimum experience of working as a customer service officer of at least one year. The interview questions considered describe situations in which you solve a complex customer problem, what type of behaviour you have applied to achieve success etc.
Data collection – the collection of data is performed using interviews and proper informed consent was obtained. Proper anonymity is maintained to protect the identities of the participants.

Content and output

Competencies identified – the two competencies identified are customer service excellence and problem solving ability. These competencies are directly related to customer satisfaction and operational efficiency.
Behavioural indicators – with respect to the competency of customer service excellence, the behavioural indicators are communicating politely with passengers, responding quickly to their requests and ensuring complete professionalism during stressful situations. With respect to the competency of problem solving, the behavioural indicators are identifying the issues that are affecting passengers, suggesting appropriate solutions and coordinating with team members for better problem solving.
Critical incident – the critical incidents include missing flights due to unexpected delays, and an alternative life is quickly arranged for them.

Behaviourally Anchored Rating Scales (BARS)

With respect to the competency of customer service excellence, a rating of 5 (excellent) is given to consistently providing exceptional service, 3 as competent to responding politely with them and 1 as poor to ignoring customer requests. In respect to problem solving competency, the rating of 5 (excellent) is for quickly identifying the problem and providing effective solutions, 3 as competent in resolving common issues with occasional support, and 1 as poor in struggling to identify problems.

Recommendations

With the application of the above BARS tool, managers can effectively utilise them for performance appraisal during employee performance reviews in order to evaluate behaviour objectively. It can also be utilised for training and development in the form of identifying skills gaps and thereby allowing the organisation to design training programs accordingly. Finally it can also be used in the recruitment process as it helps in evaluating candidate’s competencies.

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