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Performance standards should be as specific as possible.
For example, standards for the major duty of answering the phones could
be:
-
answer promptly (by 3rd or 4th ring)
-
take accurate messages and deliver promptly
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 caller
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
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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