Customer Focus - Performance Management Assessment Sample #4





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)
Limiting Feature: This assessment example features a limit on responses at the extreme ends of the scale. For this example, you are limited to selecting a response of "Exceptional" to no more than 5 items and a response of "Unsatisfactory" to no more than 5 items.
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.


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 consider your greatest strengths in your current job?



  4. Which areas of your performance at the company do you feel need improvement?


Part 2: Job Competencies

Rating Scale:

ExceptionalPerformance 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.


Your assessment is limited in the number of ratings that you can give as Exceptional or as Unsatisfactory. This form will limit the number of items that you can rate at the extreme ends of the scale. Once you have reached the limit, the computer will prevent you from selecting any more of that rating.
Rating Limit: Please note: You are limited to no more than 5 responses of "Exceptional" and 5 responses of "Unsatisfactory". Once you check the 5th item with that response, the remaining unchecked options will be removed.

Customer Focus

Unsatisfactory Satisfactory Exceptional
  1. Focuses on providing excellent customer service.
  1. Provides a responsive service that meets the needs of customers.
  1. Is honest in all communication with the customers.

Empowering Others

Unsatisfactory Satisfactory Exceptional
  1. Creates a culture where employees are recognized and rewarded for taking the initiative and making impactful choices.
  1. Recognizes that employees may need flexibility in their working hours.
  1. Trusts employees are able to complete assigned tasks.

Developing Others

Unsatisfactory Satisfactory Exceptional
  1. Assesses employees' developmental needs.
  1. Recognizes and celebrates accomplishments of others.
  1. Encourages employees through recognition of positive changes in behavior.

Negotiation

Unsatisfactory Satisfactory Exceptional
  1. Stays well-informed about the issues and priorities.
  1. Leverages relationships with others to achieve goals.
  1. Researches the needs of the other party to identify strengths and weaknesses of positions.

Vision

Unsatisfactory Satisfactory Exceptional
  1. Supports a strong employee culture to ensure alignment with the company's vision.
  1. Establishes a clear vision for where the company should be heading.
  1. Enables employees to commit to the departmental vision.

Creativity

Unsatisfactory Satisfactory Exceptional
  1. Conceives, implements and evaluates ideas.
  1. Adds value to the department/organization.
  1. Is creative and inspirational.

Establishing Focus/Direction

Unsatisfactory Satisfactory Exceptional
  1. Makes sure that employees understand how their work relates to organizational goals.
  1. Maintains self-control when personally criticized.
  1. Stays focused even when under pressure and stress.

Analytical

Unsatisfactory Satisfactory Exceptional
  1. Asks the "right" questions to size up or evaluate situations.
  1. Selects the appropriate techniques for analysis.
  1. Prioritizes various actions to be taken when solving a problem.

Results Oriented

Unsatisfactory Satisfactory Exceptional
  1. Identifies what needs to be accomplished.
  1. Achieves long and short-term goals.
  1. Demonstrates the personal confidence to "stay the course," even when faced with difficulty


Part 3: Individual Productivity and/or SMART Goals

First Quarter Project


Third Quarter Project


Part 4: Team Productivity and/or SMART Goals

First Quarter Project


Third Quarter Project