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Navigable Slide Index

1. Introduction
2. Performance management (PM) - introduction
3. What is performance management?
4. Using performance management
5. PM used effectively and ineffectively
6. Ideal performance management system
7. Performance management for the business
8. PM as a developmental tool
9. Ghosts from the past
10. Scientific management
11. Taylor's principles
12. Employee engagement
13. Experts views: Prof. Katie Truss
14. Leading experts in the field say
15. Experts views: David McLeod and Nita Clarke
16. Drivers to engagement
17. The challenge
18. Values, beliefs and behaviours
19. Implications for managers
20. Merchants Benchmarking Report 2008
21. Treating employees fairly
22. Effective PM - required management skills
23. PM - common misconceptions
24. Summary of learning aims
25. Thank you

Topics Covered

• Defining the ideal performance management system
• The historical legacy of scientific management
• Practical guidelines for set up
• Managerial skills for implementation
• Dispelling common misconceptions -Generating staff engagement -Summary of learning aims

Links

Series:

• Contact Center Management

Categories:

• Management, Leadership & Organisation

Talk Citation

Publication History

• Published on March 8, 2010