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.
  1. Customer Focus: Is available to respond to customer needs. Takes the initiative in solving difficult customer issues. Creates innovative solutions to meet customer needs. Consistently models positive customer service attitudes.
  1. Client Focus: Creates innovative solutions for the clients. Maintains up-to-date information regarding client products. Is aware of the client's needs. Builds long term relationships with clients.
  1. Teamwork: Focuses on understanding the other team member's message. Demonstrates compassion and respect for others through actions; is concerned about their work and non-work issues Encourages collaboration with other departments. Builds relationships across boundaries and with key stakeholders by developing informal and formal networks.
  1. Global Perspective: Is able to work with individuals having different backgrounds and cultures. Understands global systems such as the global economy. Builds working relationships with others across cultures. Demonstrates working knowledge of global transactions.
  1. Bias for Action: Displays high energy and enthusiasm on consistent basis. Completes work on time Completes a large volume of work. Coach others to foster an environment which can adapt quickly and willingly to rapid change.
  1. Persuasion and Influence: Has excellent influencing/negotiating skills. Seeks to obtain consensus or compromise. Communicates effectively with others. Ensures stakeholders are involved in the decision making process.
  1. Decision Making: Views the long and short-term impact of decisions. Willing to change their strategy if new information arises. Performs a cost/benefit analysis before making a decision. Identifies parameters impacting the decision.
  1. Time Management: Regularly delivers results on-time. Eliminates tasks that are unimportant for the job. Automates tedious or repetitive tasks. Avoids distractions from personal phone or other personal devices.
  1. Technical: Seeks information from others as needed. Uses expertise to identify issues and think through creative solutions to get a problem solved or objective accomplished. 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.
  1. Excellence: Is planful and organized. Demonstrates the functional or technical skills necessary to do their job. Demonstrates the analytical skills to do their job. Produces high quality work.
  1. Regulatory/Compliance: Creates and maintains necessary regulatory documentation. Investigates risk mitigation strategies. Trains and coordinates activies of compliance officers. Ensures appropriate followup for regulatory violations.

Part 3: Individual Productivity and/or SMART Goals

Employee Comments


Supervisor Comments


Part 4: Team Productivity and/or SMART Goals

Employee Comments


Supervisor Comments