Customer Focus - Performance Management Assessment Sample #2





Performance Management System:

Performance Assessments that include Customer Focus:
Assessment 1 (5-point scale; IDP Comments)
Assessment 2 (3-point scale with Comments)
Assessment 3 (Manager Assessment; 360-Feedback)
Assessment 4 (3-point scale; Rating Limits)
Assessment 5 (3-point scale; Rating Limits)
Assessment 6 (5-point scale with Comments)
Assessment 7 (Comment Boxes Only; IDP)
Assessment 8 (Comment Boxes Only)
Assessment 9 (3-point scale with Letter Grade)
Assessment 10 (360-Feedback; Bonus/Merit Pay)
Assessment 11 (Core Values & Job Competencies)
Assessment 12 (4-point scale; 6 Comment Boxes)
Instructions:


This performance appraisal program is designed to provide a standardized method to:
  1. Provide an objective evaluation of an employee's performance and to share this feedback with the employee
  2. Assist in determining the true development needs of the employee and actions that should be taken to improve their job performance.
  3. This form is intended to ensure fair and equitable salary management. Please note that this review is one of several factors considered in salary decisions.

Employee Input

Please provide brief answers to the questions below. Your feedback is vital to us. We aim to capture all your achievements during the performance review period. The details you enter will be part of your Performance Appraisal. If you need to include any additional printed sheets, please sign, date, and submit them to your Department Head. Additionally, if someone else should contribute to this review, kindly provide their name and contact details.


Competencies Included:
Customer Focus, Partnering/Networking, Others, Organizational Fluency, Planning, Feedback, Decision Making, Technical, Objectives, Regulatory/Compliance

Part 1: Skills and Accomplishments




  1. Please provide a comprehensive list of your significant accomplishments and any special projects you contributed to during this evaluation period. Be sure to include:
    • The objectives and goals of each project.
    • Your specific role and contributions.
    • The outcomes or results achieved.
    • Any challenges you faced and how you overcame them.
    • The skills and knowledge you applied or developed.
    This information will help us recognize your efforts and understand the impact of your work.



  2. Please detail any professional development activities you have engaged in, such as
    college courses, additional training, seminars, and trade magazine readings.



  3. What do you think are your most valuable qualities in your current role? Could you explain on how these strengths have contributed to your success and impact at work?



  4. Discuss the aspects of your performance that you believe could benefit from further development? Please provide some details on how you plan to address these areas for improvement, and any resources or support that might help you enhance your skills and effectiveness in your role.


Part 2: Job Competencies

Rating Scale:

Exceeds ExpectationsPerformance consistently surpasses job requirements. Both the quality of your work and the manner in which you achieve it far exceed the standards and expectations for your position. You demonstrate exceptional competence and productivity. This high level of performance is evident throughout the year and across all critical aspects of your role.
SatisfactoryThe employee consistently shows satisfactory performance and effectively completes assigned tasks. They are fully competent in their role and perform their duties adequately. However, they may require some direction or supervision.
UnsatisfactoryThe employee consistently falls short of the performance standards expected for this role in nearly all key areas. The quality and manner of their work are below company standards and deemed unacceptable. Without significant and immediate improvement, this rating should prompt the employee to reflect on the suitability of their continued employment.

Customer Focus

Does not hesitate to address customer concerns or complaints. Follows up with any unanswered questions from the customer. Responds to feedback from customers. Provides training to others on how to improve customer service.
Unsatisfactory
Satisfactory
Exceeds Expectations
Comments:

Partnering/Networking

Hosts forums, colloquiums, and seminars to share information and ideas. Plans and engages resources to the partnership effort while monitoring and evaluating progress and achievements. Identifies partnerships with overseas companies to expand market opportunities. Seeks to increase exchanges of information with other companies/colleagues.
Unsatisfactory
Satisfactory
Exceeds Expectations
Comments:

Others

Respects the opinions of other employees. Forms working relationships with employees from other departments. Supports the efforts of other employees in implementing solutions to problems. Consistently demonstrates ability and willingness to trust others.
Unsatisfactory
Satisfactory
Exceeds Expectations
Comments:

Organizational Fluency

Effective in communicating with others within the organization. Able to deal with sensitive issues with tact and professionalism. Understands the current organizational culture. Anticipates problems that may affect the department.
Unsatisfactory
Satisfactory
Exceeds Expectations
Comments:

Planning

Able to stay organized and focused using excellent planning skills. Determines the steps required for completion of a task. Purchases equipment and software that will be needed in the future. Is able to follow the plan set in place.
Unsatisfactory
Satisfactory
Exceeds Expectations
Comments:

Feedback

Open to the suggestions of others. Looks to others for input. Asks others for their ideas and opinions. Accepts the views of others.
Unsatisfactory
Satisfactory
Exceeds Expectations
Comments:

Decision Making

Seeks input from key people who should be involved in, or will be affected by, decisions Willing to consider information from other sources. Identifies parameters impacting the decision. Makes creative decisions.
Unsatisfactory
Satisfactory
Exceeds Expectations
Comments:

Technical

Willingly shares information and expertise; sought out as resource by others Is naturally sought out by people outside his/her particular area for advice and opinion on a broad range of matters - not necessarily solely legal advice. Keeps current with technical advances within his/her professional discipline; embraces and applies new techniques and practices Uses expertise to identify issues and think through creative solutions to get a problem solved or objective accomplished.
Unsatisfactory
Satisfactory
Exceeds Expectations
Comments:

Objectives

Sets long-term and short-term goals. Works toward achieving established goals and objectives. Encourages me to take on greater responsibility. Ability to establish realistic goals.
Unsatisfactory
Satisfactory
Exceeds Expectations
Comments:

Regulatory/Compliance

Coordinates with legal counsel in conducting audits of legal compliance. Reviews documentation, processes and practices. Prepares and presents annual reports as required. Investigates risk mitigation strategies.
Unsatisfactory
Satisfactory
Exceeds Expectations
Comments:

Part 3: Your Individual Development Plan

Short-term Goals
What goals do you wish to accomplish in the next year?


Long-term Goals
What goals do you wish to accomplish within the next 2 to 3 years?


Skill Acquisition
Describe the new skills you aim to acquire during the upcoming evaluation period? Please include specific areas of expertise or knowledge you intend to develop, and how these skills will enhance your performance and contribute to the company's overall success. Additionally, it would be helpful to list your plans for learning these skills, such as any courses, workshops, or mentorship opportunities you plan to pursue.