Human Resources/Payroll
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Confirming Performance and Service Standards

When the supervisor and employee review the major job duties, there should be a detailed discussion about the performance and service expectations for each duty.  These standards should fully describe satisfactory performance, be observable, measurable and specific, be meaningful and realistic, and be consistent.  When discussing these standards, keep in mind that good performance typically involves more than technical expertise, e.g. friendliness, helpfulness, courteousness, punctuality, etc.  These behaviors often help to determine whether performance exceeds expectations.  Things to consider when discussing performance and service expectations include:
 

  • What does good performance look like?
  • What is the difference between good and poor performance?
  • What conditions exist when a duty is well performed?
  • Are there specific criteria that specify good performance, e.g, quantity, quality, timeliness, deadlines, safety?
  • Are the performance expectations meaningful and realistic?
  • What interpersonal and customer service behaviors are important in this job??
  • Are these behaviors expected in your department to promote teamwork, etc.?
Performance standards should be as specific as possible.  Following is an example of the major duties and performance expectations for a Consultant position.