91 per cent of the 8,800 members of the British Airlines Stewards and Stewardesses Association have voted to take industrial action against their employer British Airways. Holidaymakers will be relieved to know that there are no current plans for the workforce to strike. However, there is a real dispute about the introduction of a new performance management system for employees, which aims to give instant feedback on performance from passengers and colleagues. The union alleges that crews are receiving negative feedback for situations that are not their fault such as glitches in the entertainment system or air-conditioning. The union also believes that British Airways is conspiring to make future job losses on the back of this new scheme. British Airways does not accept these claims and believes this type of management system is common in many industries. The union has decided that the industrial action will involve cabin crews refusing to engage with the new performance management system and refusing to sign off on feedback forms. Regardless of whether this performance management system is appropriate or not, it is clear that effective performance management tools are critical to successful businesses. Evidence of performance management actions such as appraisal forms and performance improvement plans are essential if an employer wishes to justify taking disciplinary action such as capability warnings and potentially even dismissal against an employee for poor performance.

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