Writing Performance Standards Penn State ITS

Goals for Today Introduction Benefits of writing performance standards 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 2 Purposes of this slide – first to give the calendar timing of events; second to demonstrate that both managers and staff are responsible for Performance Management throughout the year.

JRW Process Competency Job Profile IT Manager ITS Job Responsibilities Worksheet 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 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) ratings Mastery Advanced Proficient Inter-mediate Baseline Does Not Partially Meets Exceeds Significantly Meet Meets Exceeds

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 goals 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 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

Criteria for Performance Standards Plan Feedback Assess 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 Plan Feedback Assess Creating “SMART” Performance Standards Specific A focused, concise, concrete statement that tells what needs to be accomplished (Who, what, where, why?) Measurable Establish concrete criteria for measuring progress, and define the level of acceptable performance Attainable Expected results are within the authority, skill, and knowledge level of the employee; resources are available Results-Oriented Standards should measure outcomes, not activities Time-Framed Grounded within a timeframe - Set target dates for achieving expected outcomes

SMART Performance Standards Examples Implement update of on-line graduate application program by October 1, 2006 with minimal error ratio. Reconcile Budget & Expense statements within a week of receipt from Finance Office (ongoing) and resolve discrepancies by end of month. Reduce telephone expenses by 15% within the first half of the fiscal year by identifying other sources of communication. Design and implement use of spreadsheet by (date) to track loan of departmental audiovisual resources. Update weekly.

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 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: Summarize + question trends + by tracking and tallying the number of common questions monthly.

Sample - Performance Standards Plan Feedback Assess 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  Ask the class to identify 1-2 Performance Standards that could be associated with these Tasks. Consolidate Example slides together – build slide Step 1: Show sample duty/PS pairing (possibly slightly incorrect – ask them to evaluate) - 2 correct samples Step 2: Show sample duty; Ask for PS in large group Step 3: Small group – use your JRW, select duty, write PS. Maintain a professional appearance and demeanor as documented in office policy manual Abide by documented dress code Treat colleagues with respect

Exercise with Actual JRW’s Attendees work in small groups to practice writing performance standards. Each group will report out examples and critique each other’s performance standards.

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

Plan Feedback Assess 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 Plan Feedback Assess Questions/Discussion Group discussion of how course materials apply in their groups/units/teams?