8/8/2019 Performance Standard Definition Example

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STANDARD

PERFORMANCE STANDARD DEFINITION

A performance standard is:

·

A written statement of the conditions that will exist when asatisfactory job is performed.

· Measurable—it describes how much, how many, of what, by when,

how quickly, how well, how accurate, etc.

· Behavioral—it describes what a person does when performing a

primary function; what can be observed by others

EXAMPLE: Files 400 files within 7.5 hours with no more than three

misfiles.

A performance problem exists when actual performance falls below the

standard:

EXCEEDS

STANDARD

PERFORMANCE

PROBLEM

FALLS SHORT

OF STANDARD

8/8/2019 Performance Standard Definition Example

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EXAMPLE OF A PERFORMANCE STANDARD

Telephone Service Standard

What customers can expect…

1. When Responding to Incoming Calls

q Answer the telephone within _____ rings.

q Say “Good Morning or GoodAfternoon, Facilities Customer

Resource Center, this is_______,how can I help you?”

q Always be friendly and err on theside of formality (when referring to

the caller by name, use Mr., Ms.,Mrs., Dr.).

q [Other?]q [Other?]

2. When Placing a Caller on Hold

q Ask, “May I place you on hold?”q Tell them how long they can

expect to hold.q Check back frequently with them

(every 30 seconds).q Apologize for any delay.

q Thank them for their patience.q [Other?]

q [Other?]

3. When Transferring a Callq Ask, “May I place you on hold so

that I may contact______ therequested party?”

q Call the requested party (JaneDoe).

q If the requested party (Jane Doe)answers:

q State your name and thedepartment from which you are

calling.q Explain that you have a caller

needing assistance, and ask if youmay connect the caller.

q If Jane Doe says yes:o Connect the caller,

o Announce to the caller that

Jane Doe is on the line to helpo Gently disconnect.

q If Jane Doe says no, or is notavailable, attempt to locate the

correct department and follow the process again.

q [Other?]q [Other?]

When Ending the Phone Call

· Use a warm tone of voice.

· Provide a sincere, professional closure.Clarify the need for any follow up.

· Disconnect gently (wait for the caller

to hang-up and replace the receiver gently).

When Recording Your Outgoing Voice

Mail Message

· Use a warm tone of voice.

·

Speak friendly, clearly, and slowly.

· State your name.

· State your department name.

· Provide an alternate contact (“zero”option or alternative phone number).

· Give a time frame when the caller canexpect a follow-up or return call.

When Leaving Messages on Voice Mail

· The following should be slowly andclearly spoken:

1. Your name2. Your department3. The date and time of your call

4. Your phone number 5. Reason for your call (brief)

6. The best time to reach you7. Restate your name and number