Customer Focus - Performance Management Assessment Sample #7





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:



Enter comments in each of the boxes below. Partially completed forms can be saved by using the Save/Still Working button at the bottom of the page. You may return at a later time to complete/edit the form. Your saved responses will be shown each time you re-visit the evaluation form. When you are certain that you have completed your responses and will be not making any changes, click the Complete button.


Competencies Included:
Customer Focus, Teamwork, Recognition, Bias for Action, Continual Learning, Cultural Awareness, Goals, Change Management

Part 1: Skills and Accomplishments


  1. Please enter detailed information regarding the completion or current status of your goals. Be sure to enter a goal description, completion status, achievements and outcomes, challenges and solutions, and any future actions you may want to take.



  2. Please detail any professional development activities you have engaged in, such as college courses, additional training, seminars, and trade magazine readings. Include the skills or knowledge gained, how they have contributed to your role, and any future development plans or goals you have.


Part 2: Job Competencies


Customer Focus

Does not hesitate to address customer concerns or complaints. Consistently exceeds customer expectations. Takes the initiative in solving difficult customer issues. Is competent in handling customer cases.
How have you performed this competency and what are your plans for improvement in this area?

Teamwork

Is able to accurately paraphrase and summarize what other team members have said. Focuses on understanding the other team member's message. Demonstrates an understanding of other team member's viewpoints. Builds strong relationships with team members.
How have you performed this competency and what are your plans for improvement in this area?

Recognition

Lets employees know when they have done well Readily shares credit and gives others opportunity for visibility. Recognizes the abilities and skills of self and others Finds opportunities to recognize others.
How have you performed this competency and what are your plans for improvement in this area?

Bias for Action

Encourages risk taking and experimentation to improve performance Coach others to foster an environment which can adapt quickly and willingly to rapid change. Projects a "can-do" attitude when interfacing with peers, subordinates and customers(especially during difficult and challenging times). Completes a large volume of work.
How have you performed this competency and what are your plans for improvement in this area?

Continual Learning

Seeks opportunities to grow in skills and knowledge. Participates in regular training offered. Sets relevant learning objectives and goals. Improves on their skill sets.
How have you performed this competency and what are your plans for improvement in this area?

Cultural Awareness

Is aware of differences in how individuals from other cultures greet one another. Open to learning about different cultures. Recognizes individual and cultural differences. Is curious and willing to ask questions about the cultural differences in the workplace.
How have you performed this competency and what are your plans for improvement in this area?

Goals

Sets high expectations and goals; encourages others to support the organization. Establishes and documents goals and objectives. Makes sure that team members have a clear idea of our group's goals. Goal Setting
How have you performed this competency and what are your plans for improvement in this area?

Change Management

Able to get team members to change their attitudes. Inspires others to want to change. Develops plans for following through on the changes. Able to get department employees to accept new changes.
How have you performed this competency and what are your plans for improvement in this area?

Part 3: Final Comments

Team Goals
What are your "team" goals for next year?


Professional Development Plans
What are your professional development plans for next year?


Overall Comments
What final comments do you wish to enter for your assessment?