Esme Ranwell

Performance Development Process

Customer Contact Co-ordinator

Status: Finalised PDP (July 25, 2014)

FY14 - Performance Development Process:

Employee:

Esme Ranwell

Manager:

Caron Mynhardt

2nd Level Manager: Sureka Byroogeer

Personal Details:
Position:

Customer Contact Co-ordinator

Start Date:

April 1, 2008

Business Unit:

Sales & Customer Service

Date in Current Position:

October 26, 2011

Function:

Customer Service

Objectives Set:

November 15, 2013

Country:

South Africa

Mid Year Review:

---

Location:

Chep Jet park

Full Year Review:

July 9, 2014

Incentive Scheme:

Short Term Incentive

Review Period (From):

July 1, 2013

Band:

Band 1

Review Period (To):

June 30, 2014

Employment Status: Permanent salaried staff

Education:
Date
December 1, 1976

College/University
High School Klerksdorp

Qualification
Matric

Employment History:
Date
February 1, 2012
December 1, 2011
October 26, 2009
October 20, 2009
March 30, 2008
February 2, 2000
January 5, 1995
April 3, 1987

Company
Cep Jet Park
Chep Jet Park
Chep Jet Park
Chep Bloemfontein
Vector Logistics Klerksdorp
Blue Ribbon Head Office - New Town
Allied Amusements Nelspruit en Pietermaritzburg
The Cold Chain Klerksdorp

Position
Customer Contact Co-ordinator - Stand in - Admin Team Lead
Customer Contact Co-ordinator - Portfolio Super user
Customer Contact Co-ordinator
Customer Contact Co-Ordinator for Chep
Admin Clerq
Telesales - Customer Services
Adminastrator
Head Teleseller

Printed on: 6th July 2015 09:36 GMT

Page 1 of 8

Performance Development Process

Esme Ranwell
Customer Contact Co-ordinator
Status: Finalised PDP (July 25, 2014)

Training and Development:

Date
May 29, 2014
May 29, 2014
November 18, 2013
May 22, 2013
April 24, 2013
April 23, 2013
April 7, 2013
January 11, 2013
October 24, 2012
September 27, 2012
May 25, 2012
May 20, 2012
April 30, 2012
March 20, 2012
January 15, 2012
June 4, 2010
June 3, 2010
January 29, 2010
January 27, 2010
January 26, 2010
January 25, 2010
January 21, 2010
May 28, 2009
April 24, 2009
September 6, 2008
June 6, 2008
June 6, 2008
May 6, 2008
May 6, 2008
April 8, 2008
April 8, 2008
April 6, 2008

Course Title
Learning Organisation
Communicating Across Cultures
Brambles Skillsoft
Critical Thinking Essentials
Brambles Skillsoft
Building positive relationships
Kevin Henderson
Brambles Zero Harm - Hands Free Driving plus Pledge
Brambles Skillport - Walter
A Health and Safety Rep Course
Global Sustainable Risk Control
An Emergency First Aid Course - Level 1
Global Sustainable Risk Control
Code of Conduct
BramblesSkillport - Walter
Office Safety - Completed 2 Objectives for Zer Harm
Brambles Skillport - Walter
Assertiveness Skills
Keybase Training Solutions
Customer Services
Keybase Training Solutions
Well ness in the workplace - Managing Stress
Dr. v/d Merwe - Chep
Emotional Intelligence in the Workplace
Brambles Skillport - LMS
Happy Brain( Self Study)
Dr. Pierre van der Spuy
Competencies - 6C"s
Stan Blyth - Chep
Pricing and Invoicing
Chris Goldschmidt - Chep
How to work with Arrogant and Duplicitous People
Brambles Skillport - LMS
How to work with Negative People and Procrastinators
Brambles Skillport - LMS
How to work with Aggresive People
Brambles Skillport - LMS
Difficult People in the Workplace Environment
Brambles Skillport - LMS
Managing Conflict, Stress and Time
Brambles Skillport - LMS
Workplace Communication Skills
Brambles Skillport - LMS
Communications Planning Exchange and Information DistributioBrambles Skillport - LMS
Validation and Collaboration in Excel 2003
Brambles Skillport - LMS
Advanced Formatting in Excel 2003
Brambles Skillport - LMS
Workplace Security Awareness
Brambles Skillport - LMS
Fire Prevention and Safety
Brambles Skillport - LMS
Back Safety
Brambles Skillport - LMS
Office Safety
Brambles Skillport - LMS
Defensive Driving Techniques
Brambles Skillport - LMS
Better Time Management Techniques
Brambles Skillport - LMS
Guide Yourself trough Change
Brambles Skillport - LMS
Computer Ergonomics
Brambles Skillport - LMS

Mobility:
Within Region
Languages Business / Negotiation Level:
English
Other: Afrikaans
Printed on: 6th July 2015 09:36 GMT

Page 2 of 8

Esme Ranwell

Performance Development Process

Customer Contact Co-ordinator

Status: Finalised PDP (July 25, 2014)

Objectives and Results:

Objective:
Objective:

Safety

% of bonus opportunity:

10%

Description:

Office based staff below manager level (10%)10%

Full Year Rating: Below target

Minimum of 2 near miss per month from 1 September 2013 must be reported on the MEA Walter site. (10%)
Achieved:

7%

Mid Year Review:

Full Year Review:

Not all near misses logged.

Employee Comment:

I've logged only 15 neer misses.

Objective:
Objective:

BES

% of bonus opportunity:

10%

Description:

Staff without direct reports (10%)10%

Full Year Rating: Below target

Score less than 50% - 10% improvement required (eg from 40% to 44%)
Score 50% - 75% - improvement required of 5% (eg from 60% to 63%) up to a score of 75% (i.e. previous score 74% - target 75%)
Above 75% - Maintain score above 75%
Achieved:

5%

Mid Year Review:

Full Year Review:

Team score lower than last year, however, 50% of score being allowed by Linda.

Employee Comment:

BES score for our Team was 0%.

Objective:
Objective:

NPS

% of bonus opportunity:

16%

Description:

All Managers and Customer facing staff (16%)16%

Full Year Rating: Above target

Achieve the NPS target for the MEA region. FY14 target is 18%
Company Objectives36%
Achieved:

16%

Mid Year Review:

Full Year Review:

NPS score exceeded.

Printed on: 6th July 2015 09:36 GMT

Page 3 of 8

Esme Ranwell

Performance Development Process

Customer Contact Co-ordinator

Status: Finalised PDP (July 25, 2014)

Employee Comment:

NPS came to 16%

Objective:
Objective:

Job Profiles

% of bonus opportunity:

49%

Description:

All tasks as listed on your job description must be completed within the specified framework and timeframe:

Full Year Rating: Meets target

E-Cards10%
Credit Balances, Product & Revenue10%
Siebel Activities / Escalations5%
Portfolio Plus5%
THAAs5%
TCRF's5%
Suspended Transactions 4%
Client Contact4%
Adhoc Requests by Management1%
Onsite Visits0%Optional
Achieved:

43%

Mid Year Review:

Full Year Review:

Overall Esme has completed her tasks as required, however, E-Cards was a hurdle due to Esme mixing up the potential surpluses and losses, thereby providing the
customers with incorrect information. Individual ratings for the job profiles make this a meet target objective.

Employee Comment:

Studied SOP and I've completed all activities in sections stipilated, adhearing to SOP .

Objective:
Objective:

Project: Reduction in Credit Balance10%

% of bonus opportunity:

10%

Description:

Full Year Rating: Above target

The CC Team Lead will provide you with 10 customer accounts that will require in depth analysis and investigations to resolve the credit balances. All queries relating
to the credit balance will need to be resolved and the customer account must show a debit balance by 31 May 2014.

Achieved:

10%

Mid Year Review:

Full Year Review:

Esme assisted in this project and completed all credit clearing activities given to her.

Employee Comment:

I've completed and closed all activities for clearing credit balances and reported the reason why some of these Clients went back to credit again. Assist Clients to help
solving the reason for getting to credit again.

Printed on: 6th July 2015 09:36 GMT

Page 4 of 8

Performance Development Process

Esme Ranwell
Customer Contact Co-ordinator
Status: Finalised PDP (July 25, 2014)

Objective:
Objective:

Growth & Development

% of bonus opportunity:

5%

Description:

Each individual is responsible for their own growth within CHEP. 5%

Full Year Rating: Meets target

A career path must be prepared and submitted to your Supervisor by Dec 2013.
A minimum of 1 positive step towards your growth must be reported by June 2014
100%
Achieved:

5%

Mid Year Review:

Full Year Review:

Esme chose two online courses to develop herself and completed these within the required timeframe.

Employee Comment:

I've chosen and completed two courses in developing myself in better understanding of my colleques working with me, specially on cultures. Another course that
opened books to me , was Building positive Relationships. I understand a lot, a lot better.

Printed on: 6th July 2015 09:36 GMT

Page 5 of 8

Performance Development Process

Esme Ranwell
Customer Contact Co-ordinator
Status: Finalised PDP (July 25, 2014)

Development Needs (Previous PDP):

Need
Development Area: Team [CDN]
Clarifying Need: Building Effective Teams
Proposed Solution: On the Job Training
Responsible: Employee
Due Date: June 30, 2014

How
Details: attempting to bring the team together as a whole
along with Jess and Caron

Development Actions Completed

I've done a coures on Critical thinking and learned to deal with
differences.

Development Area: Interaction [CDN]

Clarifying Need: Interpersonal Savvy
Proposed Solution: On the Job Training
Responsible: Employee
Due Date: June 30, 2014

Details: Be more open to change

Through course of critical thinking, I've learned to be more open

to change.

Development Area: Interaction [CDN]

Clarifying Need: Interpersonal Savvy
Proposed Solution: On the Job Training
Responsible: Employee
Due Date: June 30, 2014

Details: Try not to work yourself up when the volumes become I've worked strongly on not getting overwhelmed and learened
overwhelming
planning and prioritise activities allocated to me.

Competency:
Observed Behaviour:

Development Activity:
Responsible:
Due Date:

Competency:
Observed Behaviour:

Development Activity:
Responsible:
Due Date:

Career Aspiration:
Aspiration
How
I wanted to better myself and my situation and looked for a Trough H/R anvertising new career oppertunities, I applied for
new oppertunity.
a position in our Retail side of the business and was
successfull.

When
I've completed my interview in April and moved over to retail on
the first of July 2014.

Lominger Performance Dimensions (The How):

Team

Unskilled

Interaction

Unskilled

Customer

Accomplished

Performance

Accomplished

Strategy

Unskilled

Overall Performance Dimension:

Rating:
Comment:

Accomplished
Esme needs to take feedback of activities as something positive and not an attack on her. Esme needs to become more of a team player and not withdraw completely when things
arent to her liking.

Printed on: 6th July 2015 09:36 GMT

Page 6 of 8

Esme Ranwell

Performance Development Process

Customer Contact Co-ordinator

Status: Finalised PDP (July 25, 2014)

Development Planning:
Action Plan for Developing competencies:
Development Area
Clarifying Need
Interaction
Interpersonal Savvy
Customer
Customer Focus

Details / Actions
Be more accepting of others
I am in training to understand our retail business to
implement better control systems at the Client am
placed a Chep TEMS. I want to add value.

Action Plan to use Skilled competencies to develop others, or to avoid Overuse:

Observed Behaviour
Development Activity

Printed on: 6th July 2015 09:36 GMT

Responsible

Type of Need
Self-Study
On the Job Training

Responsible Due Date

Employee
June 30, 2015
Employee
September 1, 2014

Due Date

Page 7 of 8

Esme Ranwell

Performance Development Process

Customer Contact Co-ordinator

Status: Finalised PDP (July 25, 2014)

Overall Competency Rating :

Rating:
Comment:

Accomplished
Esme needs to take feedback of activities as something positive and not an attack on her. Esme needs to become more of a team player and not withdraw completely when things
arent to her liking.

Overall Performance Rating :

Rating:

3MT - Meets Target

Employee Comment:
I've developed myself to a point of dealing with changes, much better. Iam more happy with my working situation. I've also learened to deal with bad attitudes and not letting myself become
emotional and taking it personal. the rule I've set to myself: Live happens, get on with it. If you fell off a bicycle, get up right again and riding it.
Manager Comment:
Esme has moved to the Retail team and I wish her all the best in her new team.
2nd Level Manager Comment:
Thank you Esme for your contribution to the team. Congratulations on your new appointment and I wish you all the success in your new role.

Esme Ranwell

Printed on: 6th July 2015 09:36 GMT

Caron Mynhardt

Sureka Byroogeer

HR

Page 8 of 8