1. Writing Performance Standards
Penn State ITS

2. 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

3. 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.

4. 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

5. 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)

6. Competency levels vs Performance (SRDP) ratings
Mastery
Advanced
Proficient
Inter-mediate
Baseline
Does Not Partially Meets Exceeds Significantly
Meet Meets Exceeds

7. 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)

8. 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.

9. The Power of Management

10. 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

11. 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

12. 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.

13. 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 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

14. Sample Performance Standard
Job Duty
Research, troubleshoot and reply to a wide variety of technical and non-technical questions received by 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.

15. 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

16. 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.

17. Resources

18. 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

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