Monitoring Staff Performance: Tesco's Strategies Unveiled

Monitoring employee performance is essential for the success of any business. Tesco, Britain's leading retailer, has been accused of using various methods to monitor its staff performance, including electronic armbands and CCTV. While the company claims that these measures are in place to improve efficiency and security, some employees feel that they are invasive and demotivating. This raises the question of how Tesco monitors its staff performance and whether it is an effective approach. This paragraph introduces the topic of Tesco's staff performance monitoring and sets the context for further discussion and analysis.

Electronic armbands

In 2013, Tesco was accused of using electronic armbands to monitor its staff. The armbands were worn by warehouse staff and forklift drivers, who used them to scan stock collected from supermarket distribution points for delivery. However, the devices were also used to monitor employees' work rates and efficiency.

The armbands provided workers with an order to collect from the warehouse and a set amount of time to complete it. If the target was met, workers were awarded a 100 per cent score, which rose to 200 per cent if they worked twice as quickly. Scores fell if targets were not met.

According to a former employee, workers who did not log a break when they went to the toilet received a "surprisingly lower" score. They could also be called before management if they were not deemed to be working hard enough. The ex-worker also claimed that the devices put staff under a lot of pressure.

Tesco confirmed that the devices were used across its UK and Irish stores. The company stated that the arm-mounted terminals were not used to monitor staff during breaks and were instead intended to make it easier for employees to carry out their roles without needing to carry paperwork.

CCTV

Tesco has a strict policy regarding the use of CCTV to monitor staff performance. While the company uses CCTV in its stores for security and protection, there are specific guidelines in place regarding the monitoring of staff.

According to Tesco's CCTV policy, the surveillance system must not be used for randomly monitoring the performance or whereabouts of colleagues. The system is in place to assist with investigations into potential breaches of the Tesco Code of Business Conduct, the Tesco Colleague Privacy Policy, and any other Tesco Policies, Guidelines, and accepted practices that could lead to disciplinary proceedings against Tesco colleagues. It is also used to assist with investigations into grievance or misconduct claims against Tesco colleagues and/or contractors.

The use of CCTV to monitor staff performance is considered gross misconduct and is not allowed unless there is a justifiable reason, such as an active investigation into suspected wrongdoing. Even then, there are strict rules about how the data is stored, what it is stored for, and who can access it.

Tesco employees have expressed concerns about being monitored by CCTV, with some reporting that managers have used CCTV footage to monitor breaks and track the length of breaks, which is against company policy. Employees have been advised to report any misuse of CCTV to the relevant authorities, such as the area manager, HR, and the union.

While Tesco does use CCTV for security and protection, the company has clear guidelines prohibiting the random monitoring of staff performance. Any misuse of the CCTV system is taken seriously and can result in disciplinary action.

Performance reviews

Regular One-on-One Meetings:

This approach helps to build trust and encourages a two-way dialogue, allowing employees to raise concerns and provide feedback. It also enables managers to identify areas where employees may need additional support or training, thereby boosting morale and improving overall performance.

Staff Monitoring Tools:

With advancements in technology, Tesco can utilise staff monitoring tools such as electronic armbands or EPOS card machine systems. These tools can track individual staff performance, including strengths and weaknesses, and can be accessed remotely by managers. For example, electronic armbands can be used to monitor warehouse staff efficiency and provide real-time feedback on their work rates.

However, it is important to note that the use of such tools may raise concerns about employee privacy and data protection. Therefore, Tesco should ensure that any data collected is stored securely and used solely for the purpose of performance monitoring.

Self-Evaluation:

Another approach is to encourage employees to evaluate their own performance. This can be done through activity logs, questionnaires, surveys, or checklists. Self-evaluation allows individuals to reflect on their work and identify areas for improvement. It also enables them to communicate any barriers or challenges they are facing in their roles.

By providing a platform for honest self-assessment, Tesco can empower employees to take ownership of their development and work towards their full potential.

Direct Observation:

Direct observation involves managers watching employees interact with customers or perform their duties in real time. This method provides valuable insights into employee performance and allows managers to identify issues that may not be apparent through other review methods.

However, it is important to strike a balance between observation and obtrusiveness. Employees may feel uncomfortable if they perceive that their every move is being monitored. Therefore, Tesco should ensure that observations are conducted discreetly and focus on multiple interactions or behaviours to account for potential mistakes or off days.

Performance Metrics:

Tesco can also utilise performance metrics to quantify and evaluate employee performance. For example, in the case of Tesco's DOTCOM performance review, metrics such as "pick rate" and "daily availability" are used to assess the efficiency and effectiveness of employees in fulfilling online orders.

However, it is important to consider the limitations of performance metrics. Employees may feel that certain metrics are unrealistic or fail to take into account factors beyond their control, such as product placement or substitutions. Therefore, Tesco should ensure that the metrics used are fair and take into account the broader context of the employee's role.

In conclusion, Tesco can employ a combination of these performance review methods to effectively monitor and improve staff performance. By creating a culture of open communication, providing constructive feedback, and offering necessary support, Tesco can enhance employee satisfaction and drive business success.

Staff monitoring tools

In the modern age, business owners have access to a wide range of technology to help them monitor their staff. Tools like epos card machine systems come with inbuilt staff-tracking functionality, which can be used to simplify the process of staff monitoring.

Using an epos system, employers can see how each individual staff member is performing, and can focus on certain days and times. This means that employers can see their staff's strengths and weaknesses, and where they need more support and training, even when they are not physically present. The data can be accessed remotely, from anywhere with an internet connection.

Another way to monitor staff performance is to assign a senior or long-standing employee to mentor new hires. They can train them and monitor their progress and performance. Sales and performance data can be used to identify which staff members would make good mentors.

Tesco

Tesco has been accused of using electronic armbands to monitor its staff. The armbands are worn by warehouse staff and forklift drivers, who use them to scan stock. Tesco says the armbands are used to improve efficiency and save staff from having to carry paperwork. However, the devices are also used to keep an eye on employees' work rates. The armbands provide an order to collect from the warehouse and a set amount of time to complete it. If workers meet the target, they are awarded a score of 100%, which rises to 200% if they work twice as quickly. The score falls if they do not meet the target, or if they take an unscheduled break.

Tesco also uses CCTV to monitor staff. The Hub is a security hub where security can centrally monitor and review CCTV. They do not monitor random stores, but will review footage if there is a reason to do so, such as an incident or suspicious activity. The Hub is also used to support colleague safety and monitor any suspicious activity.

Performance indicators

Quantitative Metrics

Quantitative data offers an objective assessment of staff performance, often focusing on numbers and statistics. In the case of Tesco, quantitative metrics can include:

• Pick rate: This measures the number of items picked per unit of time. It can be influenced by various factors, such as customer interactions or product placement.
• Daily availability: This metric assesses the percentage of items available on the shelf. A high availability rate ensures customers can find the products they need.
• Sales figures: Monitoring individual sales figures can identify top-performing employees and set realistic sales targets. However, it's important to consider external factors, such as promotions or product popularity, when evaluating sales performance.
• Efficiency scores: As seen with the electronic armbands, Tesco can measure efficiency by setting time targets for tasks and grading employees based on their completion speed.

Qualitative Observations

Qualitative observations provide a more subjective evaluation of staff performance, focusing on behaviours and interactions. Tesco can utilise qualitative performance indicators through:

• CCTV monitoring: Tesco's security hub allows for the review of CCTV footage to monitor suspicious activity and ensure compliance with safety procedures. While primarily focused on security, these observations can provide insights into staff performance and areas for improvement.
• Customer interactions: Observing how employees interact with customers can be a valuable performance indicator. Tesco can assess staff members' communication skills, problem-solving abilities, and customer service etiquette.
• Mentorship programmes: Assigning senior employees as mentors to new hires can provide an opportunity for qualitative performance evaluation. Mentors can offer feedback on the mentee's performance, identifying strengths and weaknesses and providing guidance for improvement.

Self-Evaluation and Feedback

Encouraging employees to evaluate their own performance and providing avenues for feedback creates a culture of trust and open communication. Tesco can utilise self-evaluation and feedback through:

• Regular one-on-one meetings: Informal discussions between employees and managers can provide a safe space to address concerns, set goals, and offer feedback. This open dialogue empowers employees and ensures they feel valued.
• Surveys and questionnaires: Tesco can distribute activity logs, questionnaires, or surveys to gain insights into employees' perspectives on their performance. This method may be more comfortable for individuals who prefer to express their thoughts in writing.
• Performance reviews: Formal performance reviews allow for a comprehensive evaluation of an employee's strengths and weaknesses. While numerical data is essential, it's crucial to consider qualitative feedback and recognise areas where additional support or training may be beneficial.

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