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Major Job Duty |
Performance Standards
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Consult with management regarding
performance effectiveness and organization
development issues |
- Research department to understand its structure, nature of
business, etc.
- Listen attentively to comprehend management's key issues
- Ask probing questions to get at the core of the problem
- Provide management with recommendations (in writing or verbally)
that reflect the needs of the organizaiton. Written reports
should be professional in appearance and content and be grammatically
correct.
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| Identify training needs throughout the university |
- Consult with management and staff about specific training needs
- Develop and administer surveys
- Facilitate focus groups
- Analyze results of surveys and focus groups
- Recommend training to meet the needs of individuals, departments
and the University
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Develop effective training programs which are consistent
with adult learning theories and
which meet the needs of targeted populations |
- Research content area to incorporate the latest knowledge in
programs
- Design instructional systems and develop instructional materials
that are interactive, learner centered, and provide for skill
development and transfer of training
- Update existing training programs to reflect changing needs
and new knowledge in the field
- Utilize A-V materials and handouts that are appropriate and
look professional
- Keep current on content areas and trends in training through
new books and professional journals
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Service standards define what quality service looks like and should be
looked at in terms of the service expectations for all in the organization
(The university's Shared Vision) as well as the
service expectations in your area (unit service mission). What you
are trying to do is identify the specific behaviors that communicate what
good service looks like. Service standards should be easily
observable and should imply that the employee will be held accountable
for providing the standard of service for successful job performance.
For example, service expectations for the major duty of answering the
phones could be:
- be friendly and courteous
- demonstrate willingness to help person requesting service
Service expectations for the entire organization or university might be:
- provide prompt and timely service
- treat all individuals with dignity and respect
More examples of performance standards and service standards (organizational
and unit) and are online.
A discussion of performance and service standards is a vital part of
communicating expectations and is a major step in this plan. Completing
the first two sections of the performance document is written documentation
of the communication of expectations between the supervisor and the staff
member.
All discussions should be completed in time for the supervisor and the
employee to have a clear understanding of expectations during the performance
year. |
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