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Second only to firing an employee, managers cite performance appraisal as the task they
dislike the most. This is understandable given that the process of performance appraisal,
as traditionally practiced, is fundamentally flawed. It is incongruent with the valuesbased, vision-driven, mission-oriented, participative work environments favored by
forward thinking organizations today. It smacks of an old fashioned, paternalistic, top
down, autocratic mode of management which treats employees as possessions of the
company.
In turn, the staff member whose performance is under review often becomes defensive.
Whenever his performance is rated as less than the best, or less than the level at which he
personally perceives his contribution, the manager is viewed as punitive.
Disagreement about contribution and performance ratings can create a conflict ridden
situation that festers for months. Most managers avoid conflict that will undermine work
place harmony. In todays team-oriented work environment, it is also difficult to ask
people who work as colleagues, and sometimes even friends, to take on the role of judge
and defendant.
Further compromising the situation, with salary increases frequently tied to the numerical
rating or ranking, the manager knows he is limiting the staff members increase if he rates
his performance less than outstanding. No wonder managers waffle, and in one
organization with whom I worked, ninety-six percent of all employees were rated one".
Performance Feedback
In a performance management system, feedback remains integral to successful practice.
The feedback, however, is a discussion. Both the staff person and his manager have an
equivalent opportunity to bring information to the dialogue. Feedback is often obtained
from peers, direct reporting staff, and customers to enhance mutual understanding of an
individuals contribution and developmental needs. (This is commonly known as 360
The HR Challenge
Leading the adoption and implementation of a performance management system is a
wonderful opportunity for the HR professional. It challenges your creativity, improves
your ability to influence, allows you to foster real change in your organization, and it sure
beats the heck out of nag, nag, nag".
Design effective compensation and recognition systems that reward people for
their contributions.
Assist with exit interviews to understand WHY valued employees leave the
organization.
I am convinced that most of these are the wrong questions, especially when they
focus narrowly on the performance evaluation instrument and the appraisal
meeting with the supervisor. Ask instead, how your entire performance
management system supports your desire to create a customer serving, motivated,
accountable, reliable, creative, dedicated, and happy workforce.
I dont think the annual performance review helps you achieve these goals. In
Performance Appraisals Don't Work, I discussed the downside of performance evaluation
as traditionally practiced. Here, I'll review the components of a performance management
system, my recommendation for replacing the annual performance review.
As a Human Resources or management professional, one of your major goals is to
develop the capacity of your organization and its members to perform; you want to create
a high performance organization. You lead company efforts to create a workplace in
which people can develop their full potential. An effective performance management
system, which line managers lead and own, guarantees you will achieve your goals.
nurtured. It provides enough control so that people understand what the organization is
trying to accomplish.
Nickols summarizes, "Now, in the era of knowledge work and knowledge workers, where
work is information-based and working is a mental activity, work routines are configured
by the workers in response to fluid, changing requirements. The task of management in
this new world of work is to enable and elicit employee contributions of value to the
organization. To continue with a system designed to exact and enforce compliance is
folly."
Jobs have different requirements. Selection is the process of matching the skills
and interests of a person to the requirements of a job. Finding a good job "fit" is
exceptionally important. Use a selection process that maximizes input from
potential coworkers and the person to whom the position will report. See What
Great Managers Do Differently for more discussion about selection.
Negotiate requirements and accomplishment-based performance standards,
outcomes, and measures. Ferdinand F. Fournies, in his long-lasting book, Why
Employees Dont Do What Theyre Supposed to Do and What to Do About It,
clearly states the first reason why people sometimes fail to meet your
expectations. He says employees dont know what theyre supposed to do.
Provide effective orientation, education, and training. Before a person can do
the best job, he or she must have the information necessary to perform. This
includes job-related, position-related, and company-related information; an
excellent understanding of product and process use and requirements; and
complete knowledge about customer needs and requirements.
Provide on-going coaching and feedback. People need ongoing, consistent
feedback that addresses both their strengths and the weaker areas of their
performance. Effective feedback focuses more intensely on helping people build
on their strengths. Feedback is a two-way process that encourages the employee
to seek help. Feedback is usually more effective when requested. Create a work
environment in which people feel comfortable asking, "How do you think Im
doing?"
You can encourage managers and supervisors to take responsibility for managing
performance in their work area and cooperating for performance improvement
across the organization.
You can promote the understanding that even if one individuals work area, shift,
or department is successful, this will not result in a well-served customer. Because
all components of your organization are part of a system that creates value for
your customer, all components must be successful.
So, too, in your performance management system, all components must be present and
working to create value for each employee and the organization.
Schedule the Performance Development Planning (PDP) meeting and define prework with the staff member.
The staff member reviews personal performance, documents self-assessment
comments and gathers needed documentation, including 360 degree feedback
results, when available.
The supervisor prepares for the PDP meeting by collecting data including work
records, reports, and input from others familiar with the staff persons work.
Both examine how the employee is performing against all criteria, and think about
areas for potential development.
Develop a plan for the PDP meeting which includes answers to all questions on
the performance development tool with examples, documentation and so on.
Establish a comfortable, private setting and rapport with the staff person.
Discuss and agree upon the objective of the meeting, to create a performance
development plan.
The staff member discusses the achievements and progress he has accomplished
during the quarter.
The staff member identifies ways in which he would like to further develop his
professional performance, including training, assignments, new challenges and so
on.
The supervisor discusses performance for the quarter and suggests ways in which
the staff member might further develop his performance.
Add the supervisor's thoughts to the employee's selected areas of development
and improvement.
Discuss areas of agreement and disagreement, and reach consensus.
Examine job responsibilities for the coming quarter and in general.
Agree upon standards for performance for the key job responsibilities.
Set goals for the quarter.
Discuss how the goals support the accomplishment of the organization's business
plan, the department's objectives and so on.[\li]
Agree upon a measurement for each goal.
Assuming performance is satisfactory, establish a development plan with the staff
person, that helps him grow professionally in ways important to him.
If performance is less than satisfactory, develop a written performance
improvement plan, and schedule more frequent feedback meetings.
Remind the employee of the consequences connected with continued poor
performance.
The supervisor and employee discuss employee feedback and constructive
suggestions for the supervisor and the department.
Discuss anything else the supervisor or employee would like to discuss, hopefully,
maintaining the positive and constructive environment established thus far, during
the meeting.
Mutually sign the performance development tool to indicate the discussion has
taken place.
End the meeting in a positive and supportive manner. The supervisor expresses
confidence that the employee can accomplish the plan and that the supervisor is
available for support and assistance.
Set a time-frame for formal follow up, generally quarterly.
The process enables each staff person to understand their true value-added to the
organization. They do so when they understand how their job and the requested outcomes
from their contribution "fit" inside your department or work unit's overall goals.
Both the supervisor and the employee examine how the employee is performing
against all criteria, and think about areas for potential development.
The supervisor develops a plan for the PDP meeting which includes answers to all
questions about the performance development planning process with examples,
documentation, and so on.
Recognize that this process takes place quarterly and that the most time and work
are invested in the first PDP meeting.
he rest of the quarterly PDP goals, maybe for years, are updates to the initial
goals.
So, while seemingly time consuming on the front end, the PDP process, with a formal,
effective foundation of solid personal and business goals, is less time consuming as
quarters pass. The PDP continues to create business and employee success and value
during its lifetime. With quarterly updates, the PDP process contributes into the future.
When your organization develops the discipline and commitment necessary to carry out
regular performance development planning, your organization will win.
This systematic method for cascading goals and commitment throughout your
organization will ensure your success. Can you think of a better way to communicate and
measure your key strategic objectives to ensure progress and success? I can't.
Performance Goals:
List the employee's most important work performance goals for the quarter.
Specific Duty / Goal / Tools Needed for Goal / Completion Date
Employee Comments:
Employees Signature:
Date:
Supervisors Signature:
Date: