Poor quality of materials related to KPI setting AT F

Abstract

In September of 2020, the Chairman complaint to the HR Director that the KPI Setting of Top Leaders in 2020 has not been approved yet, he still saw the KPI Setting for 2020 of Top Leaders in waiting for approval. Moreover, the Top Leader in the December of the same year reviewed their prepared KPI assessment forms with provided results by Organization Department (OD), they still have a lot of concerns and need to verify it with OD and Data Provider many times. All of these points make KPI Setting and clarification KPI become the emerging focus of all levels in HR at F. At the end of 2020, the company planned to replace the current PMS system to improve the performance management technic statement in F. Additionally, OD has just planned to standardize KPI clarification progress to improve the productivity and effectiveness of the KPI Setting. All of this improvement is in order to upgrade internal customer services, experience and decrease the workload for HR and other BU at the KPI Setting and clarification progress. Currently, in Organization Development Department (OD) – a team in the HR Division takes responsibility for the poor quality of materials such as user manuals, guidelines, announcements, official clarification progress, or KPI Setting progress that leading to high time-consuming processes, the high number of KPIs error. Therefore, this ineffectiveness is a big obstacle for implementing customer satisfaction, the healthiest performance system, operational efficiency, and cost management in the short term and developing team in the long run. The mentioned above finding is located by several qualitative in-depth interviews with Unit Head of Talent Management & Organizational Effectiveness at company F, managers of cross-functional, and employees of F. Combining with analysis from secondary data and related literature, this paper is to step by step diagnose the most concerning symptoms with its consequences, identify the real problems, then explore the potential causes and main causes. Applying theory-informed problem-solving in the organization to study and analyze the current KPI Setting and KPI clarification statement, the author aims to support the Unit Head of OD to recognize and understand the real problem clearly and objectively. Subsequently, this paper can suggest OD the alternative solutions and action plans to generate an effective training course to resolve the real causes, symptoms, and negative impacts on the department, team members, and other internal customers. Then, they can evaluate and choose the best and most applicable solutions not only to serve customers in the best way by committing the services, improving processing time but also equip the team members with methodologies and tools to work more scientifically, maximize the capacity and minimize workload in conducting efficient materials for KPI Setting and KPI clarification.