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CHAPTER  – 2  B  “Performance Planning”

• Key terms JD, JA, PAQ, job design

•   Pillars of  Performance planning

•   Designing of  performance standards

•   Scales for

 appraisal

 

•   Gap analysis

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KEY TERMS 

•   JOB : A group of  related activities and duties

•   POSITION: The different duties and responsibilities 

performed by

 only

 one

 employee

•   JOB FAMILY : A group of  individual  jobs with similar characteristics

• Job Specification : Statement of the needed knowledge, skills,and abilities of the person who is to perform the job

• Job Description : Statement of the tasks, duties, and

responsibilities of a job to be performed Job Analysis : Process of obtaining information about jobs by

determining what the duties, tasks or activities of jobs are

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Methods of  Job Analysis

Time and Motion Study : Shadowing

the work on ground 

Functional Job Analysis (1972) : that

uses a compiled inventory of thevarious functions or work activities thatcan make up any job. FJA assumes that

each job involves three broad workerfunctions: (1) data (2) people and (3)things

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THREE PILLARS OF PERFORMANCE  PLANNING

•   PERFORMANCE 

GOALS

•   PERFORMANCE 

STANDARDS

•   PERFORMANCE 

DIMENSIONS

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Performance Goals

1. Goals should be challenging.

2. Goals should not only be demanding, but also attainable.3. There should be widespread employee participation in

setting goals.

4. Multiple goals should be set for each measure.

5. Long-term and short-term goals should be fixed.

6. Goal should define the minimum acceptable levels of  

performance

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PRIORITIZATION OF GOAL IS CRITICAL 

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Performance Standards

Performance standards stipulate what is expected of the

employees and what constitutes acceptable and

unacceptable performance.

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Determining the measures

•   Quantity

•   Quality

•   Timelines 

•   Effective use

 of 

 resources

•   Manner of  Performance

•   Method of 

 Performing

 assignments

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Example of  Performance Standards for a Receptionist

Greet customers

 

•   Opens office promptly at 8:00 a.m. 

•   Consistently conveys

 friendly,

 helpful,

 professional manner 

•   Provides accurate information 

•   Demonstrates a customer service orientation

•   Secures back‐up for times of  absences from 

desk 

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Answers phone 

•   Answers 

with 

a 

friendly 

greeting•   Speaks clearly and distinctly 

•   Uses all functions of  phone (hold, transfer, etc.) in knowledgeable and customer friendly 

manner 

•   Takes messages accurately and completely Distributes incoming and prepares outgoing mail 

•   Sorts and date stamps incoming mail 

•   distributes to individual mailboxes in timely fashion

•   Logs in packages and notifies recipients o prepares FEDEX and UPS documentation correctly 

o takes outgoing mail to mail room in time for pick‐up times

•   Forwards mail

 as

 needed

 Maintains

 files

 

•   Keeps files in organized fashion so that materials are easily located 

•   Re‐files material within 1/2 day of  return 

•   Checks out files as requested, using proper forms and "file locator tabs" Duplicates materials 

•   Accurately duplicates

 materials

 within

 4 hours

 of 

 receipt

 or

 as

 requested

 

•   Collates and staples materials to assure professional appearance o notifies staff  of  

completed orders 

•   Maintains machine, resolves problems and contacts service personnel as needed

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