Defining and Communicating Performance Expectations

Monday, March 13, 2006

Anne Caldwell, Outsourcing Solutions, http://www.azoutsource.com

Best HR management practices

How do you assure that you are getting the most productivity from your staff? Designing expectations and determining the most effective way to communicate them is critical, as is identifying how to evaluate if your employees are achieving them. If they are, how do you reward them? If not, how do you address it in a way that empowers them to succeed, yet still assuring that you are covered if you terminate them?

A good place to start is by at least considering how you wish to represent your company, and what type of people you wish to hire. Then specify job functions and the connection they have with other organizational functions. For example, if order processing doesn't meet required timeframes, customer service can't fulfill client expectations. Define parameters for each area and the criteria that designate each level of achievement - from unsatisfactory to excellent. Some generic arenas to include in addition to their specific work standards might be:

* Are courtesy, respect, and diplomacy displayed? Job knowledge demonstrated? Policies and procedures followed?

* Do they adapt to new situations positively, and accept/apply feedback in a positive manner? Are they supportive of your organization and each other?

* Are they punctual and reliable and use break times correctly? Do they model appropriate behavior and express a commitment to ethical conduct and professional standards?

* Is work consistently performed work accurately and completely? Are they capable of prioritizing effectively to multi-task? Is a commitment to process improvement evident?

* If they supervise others, do they encourage employees to improve, and treat them fairly and consistently? Is the work environment free of bias and harassment?

It is important when defining these parameters, to quantify wherever possible, and to make sure employees have sufficient training and appropriate tools to meet standards.

When communicating expectations, share the goals process from the initial meeting, including a presentation of the company vision in orientation or training meetings. Set and keep agreed upon follow up meetings for evaluation and review.

For the purposes of evaluation, decide who will be involved in evaluations and start with the employee completing a self-assessment. This will show if you are on the same page concerning their performance. Request evaluation information from customers, both internal and external, of the employee being evaluated. Review the criteria for each area and match with actual accomplishments. Rate employee on areas that criteria have been met, as well as areas that identify a need for improvement. Be sure to acknowledge achievements and define a course of action (with employee) to remediate problem areas, and, if necessary, schedule follow up on improvement areas.

If standards are not being met, first attempt to determine what external factors may be affecting performance. If follow up meetings demonstrate a lack of sufficient improvement in problem areas, define the specific course to be undertaken, furnish information about what will be offered to assist in the process and detail what is expected in terms of specific results. Provide clear timeframes in which these will happen and specify consequences if results are not produced.

It is also extremely important to follow through with all commitments in the timeframes promised. This approach should help clarify for your employees what is expected of them,thus enhancing the potential for their success. At the very least, it will help you to be clear about what they are accomplishing.

About the author:
Anne Caldwell, President, founded Outsourcing Solutions in 1993 in order to implement her vision of ethical and effective human resource management. Outsourcing Solutions specializes in small businesses, especially those that do not require their own human resource department, but have leaders who recognize the need for the expertise. See how Anne can help you business: www.azoutsource.com

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