Customer Focus - Performance Management Assessment Sample #6





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 your employee's performance and to share this feedback with the employee
  2. Assist in determining the true development needs of your 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's Assessment

As a manager, your insights are essential to capture the accomplishments and performance of your team members during the review period. Please provide brief answers to the questions below. The information you provide will be included in the employee's Performance Appraisal.

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


Competencies Included:
Customer Focus, Interpersonal Skills, Strategic Focus, Passion to Learn, Continual Learning, Professional Development, Delegation, Analytical, Quality

Part 1: Skills and Accomplishments


  1. Please provide a comprehensive list of this employee's significant accomplishments and any special projects they contributed to during this evaluation period. This information will help us recognize their efforts and understand the impact to the organization.



  2. Please detail any professional development activities this employee has engaged in, such as
    college courses, additional training, seminars, and trade magazine readings.



  3. What do you consider this employee's greatest strengths in your current job?



  4. Which areas of their performance at the company do you feel they need to improveme?


Part 2: Job Competencies

Rating Scale:

Exceeds ExpectationsPerformance consistently surpasses job requirements. Both the quality of their work and the manner in which they achieved it far exceeded the standards and expectations for the position. They demonstrated exceptional competence and productivity. This high level of performance is evident throughout the year and across all critical aspects of their 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.

  1. Customer Focus:
Unsatisfactory.
Needs Improvement
Satisfactory
Above Expectations
Outstanding
Ensures commitments made to customers are completed to the customer's satisfaction. Uses feedback from customers to help improve services. Meets with customers on a regular basis. Able to handle difficult customers.
Comments, Compliments, and/or Constructive Criticism:


  1. Interpersonal Skills:
Unsatisfactory.
Needs Improvement
Satisfactory
Above Expectations
Outstanding
Honesty and integrity are core tenets of interpersonal relationships. Offers constructive criticism to have a positive impact on performance. Demonstrates compassion and understanding of others. Demonstrates positive behaviors for others to follow.
Comments, Compliments, and/or Constructive Criticism:


  1. Strategic Focus:
Unsatisfactory.
Needs Improvement
Satisfactory
Above Expectations
Outstanding
Makes plans to handle unforeseen events that could impact the achievement of strategic goals. Pursues strategic alliances with valued partners. Evaluates and reviews the implementation of the strategic plan to ensure achievement of the objectives. Modifies strategic decisions depending on changes in the business environment.
Comments, Compliments, and/or Constructive Criticism:


  1. Passion To Learn:
Unsatisfactory.
Needs Improvement
Satisfactory
Above Expectations
Outstanding
Stays up-to-date on emerging technologies. Takes advantage of training opportunities when they arise. Is open minded and curious about learning new skills. Demonstrates a willingness to participate in continuing education courses.
Comments, Compliments, and/or Constructive Criticism:


  1. Continual Learning:
Unsatisfactory.
Needs Improvement
Satisfactory
Above Expectations
Outstanding
Takes the initiative to learn new skills. Builds on their strengths while addressing their weaknesses. Participates in regular training offered. Pursues self-improvement through continual learning.
Comments, Compliments, and/or Constructive Criticism:


  1. Professional Development:
Unsatisfactory.
Needs Improvement
Satisfactory
Above Expectations
Outstanding
Contributing fully to the extent of their skills Demonstrate enthusiasm and a willingness to learn new skills and knowledge Encourages employees to take courses relevant to their job. Allows employees to fully participate in employee training and professional development.
Comments, Compliments, and/or Constructive Criticism:


  1. Delegation:
Unsatisfactory.
Needs Improvement
Satisfactory
Above Expectations
Outstanding
Defines the roles, responsibilities, required actions, and deadlines for team members. Delegates authority and responsibility to subordinates and holds them accountable for their actions. Delegates tasks, responsibilities, and accountability as appropriate to the level of employee. Tells subordinates what to do, not how to do it.
Comments, Compliments, and/or Constructive Criticism:


  1. Analytical:
Unsatisfactory.
Needs Improvement
Satisfactory
Above Expectations
Outstanding
Analyzes issues and reduces them to their component parts. Implements data validation techniques and methods. Uses appropriate techniques to solve problems. Analyzes data and information from several sources and arrives at logical conclusions.
Comments, Compliments, and/or Constructive Criticism:


  1. Quality:
Unsatisfactory.
Needs Improvement
Satisfactory
Above Expectations
Outstanding
Identifies strategies and their associated risks to improve quality. Adjusts processes or procedures to improve quality results. Designs effective quality control systems. Effectively works with Quality Control (QC) engineers.
Comments, Compliments, and/or Constructive Criticism:



Part 3: Employee's Individual Development Plan

Short-term Goals
What goals do you wish the employee to accomplish in the next year?


Long-term Goals
What goals do you wish the employee to accomplish within the next 2 to 3 years?


Skill Acquisition
What new skills should the employee plan to acquire within the next evaluation period?