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Customer Focus - Performance Management Assessment Sample #9





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 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?


Instructions: In this example assessment, there are 4 possible Overall Scores:
  1. Score >= 2.8 is Outstanding (O)
  2. Score >=2.5 is Exceeds Expectations (E)
  3. Score >=1.6: Meets Expectations (M)
  4. Otherwise: Did not meet expectations (D)
The actual numeric value is shown at the bottom of this assessment form. A single letter grade representing the Overall Rating is shown here at the top of the form.

Part 2: Job Competencies

Rating Scale:

Exceeds ExpectationsPerformance 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.

Score
0.0
Letter Grades
Score >= 2.8 is Outstanding (O)
Score >=2.5 is Exceeds Expectations (E)
Score >=1.6: Meets Expectations (M)
Otherwise: Did not meet expectations (D)



As you make ratings on the form below, the employee's overall score will be displayed in the floating box at the top of the screen.
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Customer Focus

Identifies the core needs of the customer. Makes sure their interests are aligned with the customer's interests. Creates an environment that enables customers to receive excellent service. Sets an example for excellent customer relations.
Unsatisfactory
Satisfactory
Exceeds Expectations
Comments:

Coaching

Coaches employees in how to strengthen knowledge and skills to improve work performance. Helps employees to understand responsibilities, authority, and expectations. Develops the skills and capabilities of others. Helps employees to maintain high personal standards.
Unsatisfactory
Satisfactory
Exceeds Expectations
Comments:

Teamwork

Fosters teamwork rather than individual competition Coaches team on how to solve problems, plan, and meet organizational goals and objectives. Listens carefully to other team members. Able to work closely other team members who are considered to be difficult to work with.
Unsatisfactory
Satisfactory
Exceeds Expectations
Comments:

Business Acumen

Identifies potential regulatory risks and strategies to mitigate them. Anticipates the consequences to the business of different potential risk events. Aware of regulations that impact our business. Keeps informed of current income and expenses.
Unsatisfactory
Satisfactory
Exceeds Expectations
Comments:

Fiscal Management

Monitors spending. Effective in using Company's resources. Provides budgeting and accounting support to the Company. Monitors expenses and verifies the need for items purchased.
Unsatisfactory
Satisfactory
Exceeds Expectations
Comments:

Continual Learning

Participates in regular training offered. Grasps new ideas, concepts, technical, or business knowledge. Sets relevant learning objectives and goals. Takes charge of their training and skills enhancement.
Unsatisfactory
Satisfactory
Exceeds Expectations
Comments:

Feedback

Is easy to approach with ideas and opinions. Seeks feedback to enhance performance. Considers other's opinion and suggestions. Is visible and approachable.
Unsatisfactory
Satisfactory
Exceeds Expectations
Comments:

Managing Performance

Measures performance of goals and objectives. Holds the team leader accountable for the team meeting key performance responsibilities. Gives additional responsibilities to individuals who exceed standards. Rewards individuals who show imagination in developing creative solutions to problems.
Unsatisfactory
Satisfactory
Exceeds Expectations
Comments:

Part 3: Your Individual Development Plan

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


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


Skill Acquisition
What new skills do you plan to acquire within the next evaluation period?