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Customer Focus - Performance Management Assessment Sample #3


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)

Performance Management System
Supervisor: [Supervisor Name]


Signature: ___________________


Date: _____________ 		Employee: [Employee Name]


Signature: ___________________


Date: ___________
Job Title: Mid-Level Manager in X Department Hire Date:
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.
Manager-Assessment
As a manager, your feedback is crucial in capturing the achievements and performance of your employees during the review period. Please provide brief answers to the questions below. The information you share will be included in the employee's Performance Appraisal.

If you have additional printed sheets to submit, ensure they are signed, dated, and handed over to your Department Head. If you believe another individual should contribute to this review, kindly provide their name and contact details.

Part 1: Status Recommendation

If currently on Probational Status:



If on Regular Employment Status:

Justification for the above Status Recommendation:


Competencies Included:
Customer Focus, Client Focus, Teamwork, Global Perspective, Bias for Action, Persuasion and Influence, Decision Making, Time Management, Technical, Excellence, Regulatory/Compliance

Part 2: Results of 360-Degree Feedback


The following are results from the 360-Degree Assessment conducted earlier in the year. This information can help guide the development of focus areas for the Individual Development Plan.
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  1. Customer Focus: Helps others in responding to customer needs. Is focused on improving customer services. Responds to the needs of the customer. Prioritizes the needs and preferences of the customer.
  1. Client Focus: Fosters an environment that supports strong client focus. Adapts to changing client needs. Provides a responsive service that meets the needs of clients. Their activities reflect a strong focus on the client relationship.
  1. Teamwork: Treats other team members with respect. Shares resources and information with the team. Creates a culture that fosters and values collaboration. Applies knowledge of team behavior to help achieve organizational goals and objectives.
  1. Global Perspective: Considers customers point of view when making decisions. Able to listen and understand others and discuss issues in a respectful way. Can effectively deliver presentations to international clients. Comfortable using teleconferencing equipment to facilitate meetings with others abroad.
  1. Bias for Action: Completes work on time Identifies ways to simplify work processes and reduce cycle times Encourages risk taking and experimentation to improve performance Coach others to foster an environment which can adapt quickly and willingly to rapid change.
  1. Persuasion and Influence: Persuades others to consider alternative points of view. Communicates effectively with others. Seeks to obtain consensus or compromise. Ensures stakeholders are involved in the decision making process.
  1. Decision Making: Determines the costs and potential benefits of decisions. Decides which short- and long-term goals should be created. Takes into account the impact decisions will have on others. Makes decisions independently (without having to be told what or how).
  1. Time Management: Stays undistracted by personal devices while on the clock. Encourages colleagues to spend more time on work related activities. Encourages coworkers to work productively. Prioritizes major tasks over smaller ones.
  1. Technical: Keeps current with technical advances within his/her professional discipline; embraces and applies new techniques and practices 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. Is knowledgeable of procedures or systems necessary for the job. Willingly shares information and expertise; sought out as resource by others
  1. Excellence: Demonstrates the functional or technical skills necessary to do their job. Can be counted on to add value wherever they are involved. Demonstrates the analytical skills to do their job. Keeps themselves and others focused on constant improvement.
  1. Regulatory/Compliance: Performs regular compliance audits. Performs audits regularly, or without notice, to ensure proper compliance with regulations. Establishes clear communication channels and lines of communication for compliance related issues. Ensures the company meets legal requirements/standards regarding employees.

Part 3: Individual Productivity and/or SMART Goals

Employee Comments


Supervisor Comments


Part 4: Team Productivity and/or SMART Goals

Employee Comments


Supervisor Comments