Writing performance standards
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Writing Performance Standards. Penn State ITS. Goals for Today. Introduction Performance management timeline Process for Job Responsibilities Worksheet (JRW) Clarification – Competency levels/performance ratings Benefits of writing performance standards Criteria for performance standards

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Writing Performance Standards

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Writing performance standards

Writing Performance Standards

Penn State ITS


Goals for today

Goals for Today

  • Introduction

    • Performance management timeline

    • Process for Job Responsibilities Worksheet (JRW)

    • Clarification – Competency levels/performance ratings

  • Benefits of writing performance standards

  • Criteria for performance standards

  • Sample performance standards

  • Exercise – writing performance standards

  • Linkage to SRDP

  • Questions and feedback


Performance management timeline

Performance Management Timeline


Jrw process

JRW Process

  • Director, Network Planning/Integration

  • Duty: Supervise assigned staff, including hiring, coaching, mentoring, professional development and employee relations activities.

  • Performance Standards: Under development


Competency levels vs performance srdp ratings

Competency levels vs Performance (SRDP) ratings

  • Competency levels (1-5)

    • Describe the amount of discretion in decision-making, in setting direction and/or policy, and in leading units or teams.

      • Higher levels have a broader impact and require one to exercise greater freedom for independent action, with less guidance or supervision.

  • Performance (SRDP) ratings (1-5)

    • Performance ratings describe an employee’s demonstrated ability to accomplish the major job duties of their assigned job.

      • An employee who is in a job requiring an overall competency level 3 could receive a performance (SRDP) level of Significantly exceeds expectations (5)


Competency levels vs performance srdp ratings1

Competency levels vs Performance (SRDP) ratings

Mastery

Advanced

Proficient

Inter-mediate

Baseline

Does Not Partially Meets Exceeds Significantly

Meet Meets Exceeds


Definition performance standard

Definition – Performance Standard

  • A Performance Standard reflects results that are expected when a job duty is performed satisfactorily.

  • Performance Standards….

    • Describe accomplishments, not activities

    • Capture What, how, why

    • Utilize SMART standards where possible

  • Action word + subject + outcomes

    • (i.e Maintain audio-visual equipment inventory by ensuring the accuracy of the equipment database through quarterly audit)


Benefits of writing performance standards

Benefits of Writing Performance Standards

  • Enables supervisor to clarify the work results for which individuals are accountable; what should it look like if done satisfactorily.

  • Eliminates unnecessary confusion and frustration on behalf of the employee; can have a positive impact on motivation.

  • Makes the supervisor’s job easier in the end.

  • Enables ITS to be a better performing organization.


The power of management

The Power of Management

  • What gets measured is what gets done.

  • What gets rewarded is what gets done.

  • Know what to keep doing, start doing and stop doing.

  • Leniency on the part of one employee, tells all other employees that sub-par work is acceptable.

  • When tolerating poor work or conduct, we as supervisors, lose the respect of good employees.


Criteria for performance standards

Criteria for Performance Standards

  • Standards are:

    • Based on the position, not the individual

    • Observable, specific indicators of success

    • Meaningful, reasonable, and attainable

    • Describe "fully satisfactory" performance once trained

    • Expressed in terms of Quantity, Quality, Timeliness, Cost, Safety, or Outcomes

    • “Exceedable” – employees should know that they can exceed expectations


Creating smart performance standards

Creating “SMART”Performance Standards


Sample performance standard for technical job duty

Sample Performance Standard for Technical Job Duty

  • Job Duty – IT Support Specialist

    • Research, troubleshoot and reply to a wide variety of technical and non-technical questions received by email from faculty, staff, students, parents and general public.

  • Performance Standard

    • Respond to customers in a friendly and timely manner that meets the service response time guidelines set by the work unit


Sample performance standard

Sample - Performance Standard

  • Job Duty

    • Research, troubleshoot and reply to a wide variety of technical and non-technical questions received by email from faculty, staff, students, parents and general public.

  • Action word + subject + outcomes

  • Sample:

    • Respond to + customers + in a friendly and timely manner that meets the service response time guidelines set by the work unit


Sample performance standards

Sample - Performance Standards

  • Investigate\debug data and\or program problems; determine sources of problem; take corrective action.

    • Accurately and clearly document problems and solutions in incident management system using unit format

    • Share new knowledge that has a group impact by creating and maintaining knowledgebase articles through unit wiki and weekly staff meetings 


Sample performance standard1

Sample - Performance Standard

  • Develop and deliver training to IT peers, both inside and outside the organization, explaining new procedures and methods for monitoring network integrity and performance.

  • Performance Standards

    • Share experiences, finding teachable moments in formal and informal settings.

    • Present technical briefings to non-technical audiences, making sure material can be comprehended by the target audience.

    • Create Wiki pages and Knowledge base articles containing learned information that would be of value to IT peers, related to the NSG mission statement.


Exercise with actual jrw s

Exercise with Actual JRW’s

  • Attendees work individually to practice writing performance standards.

  • Report out examples and critique each other’s performance standards.


Resources

Resources

https://wikispaces.psu.edu/display/itspm/ITS+Performance+Management+training+materials


Updates to the srdp

Updates to the SRDP

Update 1: Inclusion of documented responsibilities from JRW. Supervisor is to document actual results achieved.

Update 2: Inclusion of Competencies for Success. Supervisor is to document employee’s success at demonstrating each competency


Questions discussion

Questions/Discussion


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