Customer Focus - Performance Management Assessment Sample #5





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 minimum and a maximum limit on responses at the extreme ends of the scale. For this example, you are limited to selecting a response of "Exceptional" to at least 3 and no more than 6 items and a response of "Unsatisfactory" to at least 3 and no more than 6 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.


Competencies Included:
Customer Focus, Communication Skills, Cultural Awareness, Establishing Focus/Direction, Supervisory Skills, Problem Solving, Goals, Juggling Multiple Responsibilities, Technology Use/Management, Objectives

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.
Rating Limit: Please note: You must select at least 3 but no more than 6 responses of "Exceptional" and at least 3 but no more than 6 responses of "Unsatisfactory". Once you check the 6th item with that response, the remaining unchecked options will be removed.

What you need to do

Customer Focus

 Unsatisfactory Satisfactory Exceptional
  1. Creates an environment that enables customers to receive excellent service.
  1. Is committed to the customer's success.
  1. Accepts responsibility for ensuring customer satisfaction.

Communication Skills

 Unsatisfactory Satisfactory Exceptional
  1. Gives clear and convincing presentations.
  1. Keeps the supervisor informed about achievements and milestones.
  1. Able to communicate ideas effectively and succinctly to both individuals and groups, in any setting.

Cultural Awareness

 Unsatisfactory Satisfactory Exceptional
  1. Understands what customs and etiquette are important for individuals from other cultures.
  1. Fosters a diverse workforce free from discrimination and harassment.
  1. Respects the views offered by individuals with different cultural backgrounds.

Establishing Focus/Direction

 Unsatisfactory Satisfactory Exceptional
  1. Maintains focus when handling several problems or tasks simultaneously.
  1. Aligns the department's goals with the goals of the organization.
  1. Excellent at managing time.

Supervisory Skills

 Unsatisfactory Satisfactory Exceptional
  1. Is clear about the expectations that employees will be held accountable for.
  1. Has a strong work ethic that inspires others.
  1. Effectively uses rewards to help motivate employees.

Problem Solving

 Unsatisfactory Satisfactory Exceptional
  1. Works cooperatively with others to solve problems.
  1. Identifies and assesses all potential responses to a problem.
  1. Generates alternative solutions to problems and challenges.

Goals

 Unsatisfactory Satisfactory Exceptional
  1. Achieves established goals.
  1. Establishes and documents goals and objectives.
  1. Achieves goals.

Juggling Multiple Responsibilities

 Unsatisfactory Satisfactory Exceptional
  1. Assesses current capabilities before committing to new requests from customers.
  1. Manages impact of increased traffic flow and freight receipt by detailed planning of controllables and by anticipating and reacting positively to uncontrollables.
  1. Avoids bottlenecks in progress by assigning multiple individuals to critical tasks.

Technology Use/Management

 Unsatisfactory Satisfactory Exceptional
  1. Maximizes the use of new technology to deliver products and services.
  1. Supports employee training and development initiatives regarding implementation of technology.
  1. Identifies gaps between actual and needed technical competencies and provides recommendations for required training.

Objectives

 Unsatisfactory Satisfactory Exceptional
  1. Effectively organizes resources and plans
  1. Able to organize work.
  1. Sets long-term and short-term goals.


Part 3: Individual Productivity and/or SMART Goals

Employee Comments


Supervisor Comments


Part 4: Team Productivity and/or SMART Goals

Employee Comments


Supervisor Comments