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Developing Performance Outcomes

By Robert Martin,2014-06-18 08:51
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Developing Performance Outcomes

    Developing Performance Expectations

    Worksheet

Definition of a Performance Expectation: A specific expectation that supports work unit outcomes written in terms

    of quality, quantity, cost, or timeliness and defined at the “Good” level.

Expectations also define how the division or workgroup outcomes will be achieved and measured. If employees meet all

    of the performance expectations at the good level it is reasonable to assume that the work unit outcomes will be met.

Steps:

    ? A workgroup or individual flow-charts the major work processes regularly assigned to the work unit. Keep the

    process steps at a higher, more general level than the specific tasks that you might find on job descriptions.

    ? The workgroup identifies milestones or major tasks within the process. A milestone is typically a tangible

    product/output of a series of tasks, i.e., customer deliverables or significant results that can “make or break” the

    success of a project. If there are several steps to produce a milestone, for example, only the milestone needs to

    be identified.

    ? Relate each milestone to a specific unit or division outcome. If you find that a milestone has no relation to any

    identified outcomes, discuss this with a manager. (The outcomes may need revision, or the work unit process may

    need to change.)

    ? Write performance expectations related to the major milestones. Make sure that the performance expectations

    have some specifics related to quality, quantity, cost, and/or timeliness.

    ? Write the performance expectations at the “Good” level of the NC Rating Scale. Make employees aware of how

    they might also exceed that expectation; i.e., completing the task in less time, higher quality, and higher quantity

    or below cost levels/under budget.

    ? Record performance expectations on employee work plans. Each employee may have the same outcomes but may

    have different performance expectations depending upon their role in completing the work.

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    Developing Performance Expectations

    Worksheet

    Example (Former Key Responsibility) (Current Outcome or Goal)

     Modifies programs Program modifications address customer

     specification and are completed within established

     timeframe.

    End user tests show less than 10% rework Test Application

    After identifying milestones:

    Performance Definition and examples: Draft performance expectations: Criteria:

Timeliness Within what time frame must expectation be Initial project client meeting is made w/in 5 completed? business day Project charter is developed and sent to client w/in

    10 business day of initial meeting

    Quality What standard/criteria/guidelines must be followed so Project charter follow DIRM protocol

    that the expectation can be successfully completed?

     Project plans adhere to DIRM methodology.

    Quantity Is there a fixed amount of work that must be Completes at least 5 project audits

    completed or does the quantity vary

    “Customer survey results average 4.0 (5.0 highest)

    Completes project with less than 5% variance

    Cost Is there a budget allotted to this specific task? New website projects are completed w/in budgeted cost

    “Within assigned budget” Program enhancements to WIC without any additional

    With less than +/- 5% of budgeted cost programming cost to the division

    Final Performance Completed project meets division standards within cost requirements and specified time frames. Expectation

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    Developing Performance Expectations

    Worksheet

Examples of performance expectations under the same outcome but different job functions:

    Outcome: Complete all cases assigned according to Federal Guidelines within 45 day timeline.

    ? For budget officer: “Travel expenditures for on site visits are accurately reconciled according to state guidelines

    and within budget allotted for travel.”

    ? For coordinator: “Caseloads are distributed according to existing case loads standards so that all cases can be

    completed within 45 day timeline.”

    ? For program assistant: Travel paperwork completed and sent so that end of the month billing can be completed.”

    Checklist for a well-written Performance Expectation

    1. Each Performance Expectation must be measurable. Each statement contains a specific, identifiable

    measurement that includes a standard (quality), amount (quantity), cost, or within a specified time period.

    2. Each Performance Expectation must be concise. To be concise, the Performance Expectation is written in plain

    language and in one sentence.

    3. Each Performance Expectation must be achievable. To be achievable, the employee must have the ability to

    complete the expectation at the good level. S/he must also have the potential to exceed the good level.

    4. Each Performance Expectation must be realistic. To be realistic, resources needed to perform at the good level

    are ALWAYS available for the employee to use.

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    Developing Performance Expectations

    Worksheet

    Identify 1-3 milestones that would achieve one or more work group outcomes. Record the milestone and related

    outcome in the top block. Then write a phrase related to each of the 4 measures below (examples: “within 5 days,

    determine eligibility following published standards, process 95% of requests, within 5% of budget estimates.”).

    Then combine these phrases to write a complete performance expectation in the bottom block (example:

    Processes 95% of requests within 5 business days with no errors based on standards checklist.”).

Specify Milestone and Milestone:

    related Outcome ?

     Outcome:

    Performance Definition and examples Draft expectation excerpt

    measure

    Timeliness Within what time frame must this project or work be

    completed?

    “Within” (a certain period of time)

    “By” (a certain period of time)

    Quality What standard/criteria/guidelines must be followed so

    that the project or work can be successfully

    completed?

    “According to” (a stated standard)

    “Achieve a” (stated standard)

    Quantity Is there a fixed amount of work that must be

    completed or does the quantity vary

    “X amount completed” (if fixed)

    “# as assigned” (if varies)

    Cost Is there a budget allotted to this project or work?

    “within assigned budget”

Final Draft Performance

    Expectation

    (incorporating one or

    more measures above)

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    Developing Performance Expectations

    Worksheet

Specify Milestone and Milestone:

    related Outcome ?

     Outcome:

    Performance Definition and examples Draft expectation excerpt

    measure

    Timeliness Within what time frame must this project or work be

    completed?

    “Within” (a certain period of time)

    “By” (a certain period of time)

    Quality What standard/criteria/guidelines must be followed so

    that the project or work can be successfully

    completed?

    “According to” (a stated standard)

    “Achieve a” (stated standard)

    Quantity Is there a fixed amount of work that must be

    completed or does the quantity vary

    “X amount completed” (if fixed)

    “# as assigned” (if varies)

    Cost Is there a budget allotted to this project or work?

    “within assigned budget”

Final Draft Performance

    Expectation

    (incorporating one or

    more measures above)

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    Developing Performance Expectations

    Worksheet

Specify Milestone and Milestone:

    related Outcome ?

     Outcome:

    Performance Definition and examples Draft expectation excerpt

    measure

    Timeliness Within what time frame must this project or work be

    completed?

    “Within” (a certain period of time)

    “By” (a certain period of time)

    Quality What standard/criteria/guidelines must be followed so

    that the project or work can be successfully

    completed?

    “According to” (a stated standard)

    “Achieve a” (stated standard)

    Quantity Is there a fixed amount of work that must be

    completed or does the quantity vary

    “X amount completed” (if fixed)

    “# as assigned” (if varies)

    Cost Is there a budget allotted to this project or work?

    “within assigned budget”

Final Draft Performance

    Expectation

    (incorporating one or

    more measures above)

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