CHAPTER 2BPerformancePlanning

Key terms JD, JA, PAQ, job design

PillarsofPerformanceplanning
Designingofperformancestandards
Scalesforappraisal
Gapanalysis

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KEYTERMS
JOB:Agroupofrelatedactivitiesandduties
POSITION:Thedifferentdutiesandresponsibilities
performedbyonlyoneemployee
JOBFAMILY:Agroupofindividualjobswithsimilar
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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MethodsofJobAnalysis

Time and Motion Study : Shadowing

the work on ground

Functional Job Analysis (1972) : that

uses a compiled inventory of the
various functions or work activities that
can make up any job. FJA assumes that
each job involves three broad worker
functions: (1) data (2) people and (3)
things

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THREEPILLARSOFPERFORMANCEPLANNING

PERFORMANCEGOALS
PERFORMANCESTANDARDS
PERFORMANCEDIMENSIONS

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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

PRIORITIZATIONOFGOALISCRITICAL
5

Performance Standards
Performance standards stipulate what is expected of the
employees and what constitutes acceptable and
unacceptable performance.

Determiningthemeasures

Quantity
Quality
Timelines
Effectiveuseofresources
MannerofPerformance
MethodofPerformingassignments

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ExampleofPerformanceStandardsforaReceptionist

Greetcustomers
Opensofficepromptlyat8:00a.m.
Consistentlyconveysfriendly,helpful,
professionalmanner
Providesaccurateinformation
Demonstratesacustomerserviceorientation
Securesbackupfortimesofabsencesfrom
desk

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Answersphone

Answerswithafriendlygreeting
Speaksclearlyanddistinctly
Usesallfunctionsofphone(hold,transfer,etc.)inknowledgeableandcustomerfriendly
manner
TakesmessagesaccuratelyandcompletelyDistributesincomingandpreparesoutgoingmail
Sortsanddatestampsincomingmail
distributestoindividualmailboxesintimelyfashion
LogsinpackagesandnotifiesrecipientsopreparesFEDEXandUPSdocumentationcorrectly
otakesoutgoingmailtomailroomintimeforpickuptimes
ForwardsmailasneededMaintainsfiles
Keepsfilesinorganizedfashionsothatmaterialsareeasilylocated
Refilesmaterialwithin1/2dayofreturn
Checksoutfilesasrequested,usingproperformsand"filelocatortabs"Duplicatesmaterials
Accuratelyduplicatesmaterialswithin4hoursofreceiptorasrequested
Collatesandstaplesmaterialstoassureprofessionalappearanceonotifiesstaffof
completedorders
Maintainsmachine,resolvesproblemsandcontactsservicepersonnelasneeded

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