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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.
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Customer Focus

Engages with customers on multiple levels. Makes sure customer needs are understood by the team members. Attends to the customer's needs in addition to the specific needs of the project. Develops good rapport and trust with the customer.
Unsatisfactory
Satisfactory
Exceeds Expectations
Comments:

Partnering/Networking

Proactively addresses potential conflicts by identifying and resolving problems swiftly. Promotes awareness of interests in partnerships and networks. Supports strategic alliances to combine strengths of both parties. Participates in roundtables or panel discussions to share insights and gain perspectives.
Unsatisfactory
Satisfactory
Exceeds Expectations
Comments:

Others

Works across boundaries within the organization. Consistently demonstrates ability and willingness to trust others. Works effectively with people from other departments. Treats others with respect and dignity.
Unsatisfactory
Satisfactory
Exceeds Expectations
Comments:

Organizational Fluency

Able to explain departmental policies and procedures to others. Is aware of other organizational cultures to compare/contrast with the current organizational culture. Understands the current organizational culture. Effective in communicating with others within the organization.
Unsatisfactory
Satisfactory
Exceeds Expectations
Comments:

Planning

Able to balance the needs of multiple stakeholders in developing the plan for the division. Creates to-do lists to make sure nothing is missed. Establishes and monitors timeframes and timelines. Makes plans and follows through.
Unsatisfactory
Satisfactory
Exceeds Expectations
Comments:

Feedback

Looks to others for input. Considers other's opinion and suggestions. Accepts the views of others. Is visible and approachable.
Unsatisfactory
Satisfactory
Exceeds Expectations
Comments:

Decision Making

Understands how their decisions will affect others. Is aware of the impact of decisions and informs others about potential outcomes. Facilitates meetings with others to try to consider alternative courses of action. Assesses the risks, benefits, and potential impact of a number of options when deciding a course of action
Unsatisfactory
Satisfactory
Exceeds Expectations
Comments:

Technical

Keeps current with technical advances within his/her professional discipline; embraces and applies new techniques and practices Knows how to produce high quality products/work. Is knowledgeable of procedures or systems necessary for the job. Uses expertise to identify issues and think through creative solutions to get a problem solved or objective accomplished.
Unsatisfactory
Satisfactory
Exceeds Expectations
Comments:

Objectives

Consistently provides me with timely feedback for improving my performance. Ability to establish realistic goals. Effectively organizes resources and plans Establishes goals and objectives.
Unsatisfactory
Satisfactory
Exceeds Expectations
Comments:

Regulatory/Compliance

Develops strategies to comply with established regulations. Creates documents and reports as needed to maintain compliance with regulations. Coordinates internal and external audit procedures. Reviews documentation and procedures manuals to ensure regulatory compliance.
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.