Monitoring Performance
Once the performance period begins, the manager monitors employee progress to create feedback for the Midway and End of Cycle evaluations. Likewise, the employee should track their accomplishments to demonstrate how they are meeting job expectations (“Expectations”).
Monitoring Methods
Both managers and employees should monitor employee performance based on PRD Performance Factors and Expectations and any measurement tools described there. The manager’s goal is to get a representative sample of the employee’s overall work for Midway and End of Cycle feedback. This can be done by observing the employee’s efforts on different occasions, including various days/times and periods of high- and low-volume work.
Helpful methods of monitoring performance include, but are not limited to:
- Watching the employee lead a presentation
- Observing the employee while they manage a customer service call/incident
- Reviewing the current status of the employee’s assignments, such as in-progress written communications or projects
- Reviewing how the employee responded to a complex/time-sensitive issue
- Watching the employee perform a technical or administrative task
- Watching the employee interact with stakeholders
- Using periodic check-ins to review the employee’s progress on tasks/projects
- Soliciting feedback from customers/stakeholders on a project or service involving the employee
- Reviewing relevant customer service satisfaction data
- Reviewing ServiceNow tickets or other records of the employee’s case resolutions
- Assessing the employee’s responses to inquiries
- Soliciting feedback from project leaders on the employee’s contributions
- Reviewing reports/work product for accuracy and completeness
- Reviewing written communications for clarity, accuracy, and tone
- Evaluating plans for projects or other deliverables
- Reviewing budgets, reconciliations, or financial records managed by the employee
- Assessing the quality and timeliness of completed assignments
- Reviewing attendance and leave records
- Reviewing workload or productivity reports
- Monitoring project milestones and completion dates
- Reviewing work order or ticket completion reports
- Evaluating response and resolution times
- Monitoring progress against goals or deadlines
Documenting Performance
Both the manager and employee should document performance throughout the review period in order to strengthen evaluation accuracy and avoid conflicts. Plan to write or record performance data to avoid over-reliance on memory.
Employee Performance Log
A performance log is a method of recording employee performance that the manager and employee can each do separately. A good performance log incorporates data on the following:
- Who - Each log will be specific to one employee.
- What - List specific examples of positive and/or negative performance. Good examples will describe the circumstances, the work product, the metrics or outcomes, and any feedback from relevant sources.
- When/Where - List dates, timeframes, and location (if applicable).
- Why - Indicate the purpose of the project/task and why it met/did not meet expectations. For negative incidents, include any extenuating circumstances that might affect the employee’s responsibility (i.e., the office was short-staffed, etc.).
- Follow-Up - If the manager is recording a negative incident, it is helpful to describe any discussions with the employee about performance improvement and further training.