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Author: United States Office of Personnel Management
Publisher: CreateSpace
ISBN: 9781478145776
Category : Business & Economics
Languages : en
Pages : 30
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Book Description
This paper, Improving Customer Service Through Effective Performance Management, describes how agencies can use their employee performance management systems as tools to help them reach the customer services goals they've set under Executive Order 12862 and the Results Act. Throughout the paper references to performance management and its component processes will apply at the individual or team level unless otherwise noted. The terms “standard” and “goal” are also used throughout this paper.On September 7, 1993, President Clinton set the Federal Government on the path to high-quality customer service by issues Executive Order 12862, “Setting Customer Services Standards (see Appendix 1). Through this order, the President has set the goal for Federal agencies to deliver customer services that equals the best in the business. Agency response to the President's order is described in Putting Customers First: Standards for Serving the American People, a Report of the National Performance Review (NPR). This NPR report published in September 1994, presents more than 1,500 customer service standards, representing goals and standards set by more than 100 Federal Agencies. On March 22, 1995, the President again focused attention on improving customer service when he issued a memorandum for heads of executive departments and agencies that addressed the second phase of reinventing government (see Appendix 2). In that memo, he advises agencies to integrate customer service measure with other performance initiatives and to align employee appraisal and recognition programs with a customer focus. A concern about the quality of service to its customers is not new in the Government. The statute that sets forth requirements for employee performance appraisal at section 4302(b) of title 5, United States Code, specifically mentions “the extent of courtesy demonstrated to the public” as a possible criterion for evaluating job performance. Another requirement for agencies to set goals comes for the Government Performance and Results Act (the Result Act) of 1993. The Results Act requires agencies to develop organizational performance plans, establish performance goals that are objective and measurable, establish performance indicators to be used in measuring outputs, service levels, and outcomes of each program, and submit performance reports to the Office of Management and Budget. The organizational performance management system established at the agency level through the Results Act is similar to the employee performance management system agencies establish under Government wide regulation in 5 CFR 430. Both include establishing performance plans, setting goals, developing measurement systems, and assessing performance. Because individual performance management plans should align individual and team performance goals to the goals of the agency, both Executive Order 12862 and the Results Act should have a significant effect on agency performance management programs.
Author: United States Office of Personnel Management
Publisher: CreateSpace
ISBN: 9781478145776
Category : Business & Economics
Languages : en
Pages : 30
Get Book Here
Book Description
This paper, Improving Customer Service Through Effective Performance Management, describes how agencies can use their employee performance management systems as tools to help them reach the customer services goals they've set under Executive Order 12862 and the Results Act. Throughout the paper references to performance management and its component processes will apply at the individual or team level unless otherwise noted. The terms “standard” and “goal” are also used throughout this paper.On September 7, 1993, President Clinton set the Federal Government on the path to high-quality customer service by issues Executive Order 12862, “Setting Customer Services Standards (see Appendix 1). Through this order, the President has set the goal for Federal agencies to deliver customer services that equals the best in the business. Agency response to the President's order is described in Putting Customers First: Standards for Serving the American People, a Report of the National Performance Review (NPR). This NPR report published in September 1994, presents more than 1,500 customer service standards, representing goals and standards set by more than 100 Federal Agencies. On March 22, 1995, the President again focused attention on improving customer service when he issued a memorandum for heads of executive departments and agencies that addressed the second phase of reinventing government (see Appendix 2). In that memo, he advises agencies to integrate customer service measure with other performance initiatives and to align employee appraisal and recognition programs with a customer focus. A concern about the quality of service to its customers is not new in the Government. The statute that sets forth requirements for employee performance appraisal at section 4302(b) of title 5, United States Code, specifically mentions “the extent of courtesy demonstrated to the public” as a possible criterion for evaluating job performance. Another requirement for agencies to set goals comes for the Government Performance and Results Act (the Result Act) of 1993. The Results Act requires agencies to develop organizational performance plans, establish performance goals that are objective and measurable, establish performance indicators to be used in measuring outputs, service levels, and outcomes of each program, and submit performance reports to the Office of Management and Budget. The organizational performance management system established at the agency level through the Results Act is similar to the employee performance management system agencies establish under Government wide regulation in 5 CFR 430. Both include establishing performance plans, setting goals, developing measurement systems, and assessing performance. Because individual performance management plans should align individual and team performance goals to the goals of the agency, both Executive Order 12862 and the Results Act should have a significant effect on agency performance management programs.
Author: Edward M. Mone
Publisher: Routledge
ISBN: 1317821726
Category : Business & Economics
Languages : en
Pages : 270
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Book Description
An engaged employee is someone who feels involved, committed, passionate and empowered and demonstrates those feelings in work behavior. This book explains that a more engaged workforce is really about better performance management. The authors expand the traditional notion of performance management to include building trust, creating conditions of empowerment, managing team learning, and maintaining ongoing straightforward communications about performance, all of which are critical to employee engagement. The "best practices" tools and advice in this book are based on solid research as well as the authors’ experience.
Author: Edward M Mone
Publisher: Routledge
ISBN: 1317235282
Category : Psychology
Languages : en
Pages : 268
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Book Description
This book is a practical guide for managers to increase and support employee engagement through stronger performance management tools and techniques. In this second edition, Edward Mone and Manuel London incorporate new developments in the field, including discussion of issues about the value of challenging goals, annual formal appraisals, forced ranking, and ways to give constructive feedback. The authors expand the traditional notion of performance management to include building trust, creating conditions of empowerment, managing team learning, and maintaining ongoing straightforward communications about performance, all of which are critical to employee engagement. Case studies offer concrete examples, and checklists and surveys supply managers with ways to assess employee engagement as well as directions for increasing engagement. An up-to-date, straightforward guide, this book is appropriate for graduate students in Employee Engagement, Human Resources, and Management Studies, as well as scholars and practitioners in those fields.
Author: Richard Luecke
Publisher: Harvard Business Press
ISBN: 1591398428
Category : Business & Economics
Languages : en
Pages : 169
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Book Description
'Performance Management' will help managers use informal performance assessments and feedback as part of their regular interactions with employees. Readers will learn to prepare for a formal performance meeting with a direct report, document a performance meeting, and create a development plan with the employee.
Author: Rose A. Mueller-Hanson
Publisher: Routledge
ISBN: 1351685031
Category : Psychology
Languages : en
Pages : 208
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Book Description
Recently a revolution has taken place in organizations around the world to transform their performance management systems from burdensome chores into a valuable business practices. Many high-profile companies have announced they are getting rid of the dreaded performance reviews and replacing them with ongoing coaching and feedback. Although these cases are inspiring other organizations to contemplate change, many are left with more questions than answers. While many fads and quick fixes have been proposed to answer these questions, little research exists to support them. This book provides a practical and evidence-based guide for building a performance management approach that actually improves performance. It cuts through the hype and gives actionable advice, useful tools, and real-world examples for organizations to build the business case for change, plan the transformation, design the new system, and implement the change effectively. Featuring research findings as well as concrete strategies from organizations that have proven successful, this book provides a roadmap for meaningful change. It will be of interest to professionals and scholars interested in evidence-based performance management and the challenges facing organizations.
Author: United States Office of Personnel Management
Publisher: CreateSpace
ISBN: 9781478162483
Category : Business & Economics
Languages : en
Pages : 92
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Book Description
This handbook is designed for Federal supervisors and employees and presents an eight-step process for developing employee performance plans that are aligned with and support organizational goals. It also provides guidelines for writing performance elements and standards that not only meet regulatory requirements, but also maximize the capability that performance plans have for focusing employee efforts on achieving organizational and group goals. The methods presented here are designed to develop elements and standards that measure employee and work unit accomplishments rather than to develop other measure that are often used in appraising performance, such as measuring behaviors or competencies. Although this handbook includes a discussion of the importance of balancing measures, the main focus presented here is to measure accomplishments. Consequently, much of the information presented in the first five steps of this eight-step process applies when supervisors and employees want to measure results. However, the material presented in Steps 6 through 8 about developing standards, monitoring performance, and checking the performance plan apply to all measurement approaches.~
Author: Edward D. Gagnon
Publisher: iUniverse
ISBN: 0595150950
Category : Business & Economics
Languages : en
Pages : 126
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Book Description
It's a Service World. To succeed long-term, companies must retain and grow their customer base. The Effective Manager's Handbook for Customer Service Success is the tool that will give every manager insight into successful customer service, from people to processes, from motivation to measurement. Including 52 quick and enlightening customer service tips plus weekly motivational quotes from business leaders and philosophers, the Handbook can be an asset to your company. The Handbook also offers an action-oriented Weekly Service Notebook. This tool encourages simple but effective daily documentation of service successes to recognize employee performance. You can also document symptoms of poor service, the complaints and issues often identified but more often forgotten that become chronic to your company. Documenting symptoms enables you to focus improvement efforts and maximize customer retention. Whether the action is to recognize great employee service or attack a recurring customer service issue, use this tool to document successes and symptoms. Review and act weekly. Constantly strive to improve your bottom line by improving your customer service. Every company in the world can improve its customer service. This book, in your hands, can help you begin Improving Your Bottom Line by Improving Your Customer Service...today!
Author: Renee Evenson
Publisher: AMACOM Div American Mgmt Assn
ISBN: 0814417159
Category : Business & Economics
Languages : en
Pages : 225
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Book Description
Becoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees. Filled with the same accessible, step-by-step guidance as Customer Service Training 101, this user-friendly book shows readers how to develop the skills they need to communicate, lead, train, motivate, and manage those employees responsible for customer satisfaction. Designed for new managers and veterans alike, Customer Service Management Training 101 covers essential topics, including: Planning and goal setting * Time management * Team development * Conflict resolution * Providing feedback * Monitoring performance * Conducting meetings * Managing challenges * Listening * Verbal, nonverbal, and written communication. Readers will learn to identify their personal management style, develop core leadership qualities, and efficiently focus on their own development as managers. Packed with checklists, "real world" practice lessons, and examples of the right and wrong ways to do things, this is the one book every customer service manager needs to thrive.
Author: Donald L. Kirkpatrick
Publisher: Amacom Books
ISBN: 9780814408766
Category : Business & Economics
Languages : en
Pages : 302
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Book Description
Here are the tools to build a genuinely proactive performance management program. Fully updated with all-new case studies from major companies, the second edition will help managers and HR professionals: Start a program designed to get maximum results Understand job requirements and set standards Use coaching to maximise performance Conduct more efficient and effective appraisal interviews Create performance improvement plans that really work
Author: Bob Paladino
Publisher: John Wiley & Sons
ISBN: 1118507452
Category : Business & Economics
Languages : en
Pages : 258
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Book Description
Business improvement best practices and a proven methodology for improving corporate performance management, illustrated through a high performing program including numerous team case studies Corporate performance management consists of a set of processes that help organizations optimize their business performance. It provides a framework for organizing, automating and analyzing business methodologies, metrics, processes and systems that drive business performance. Corporate Performance Management Best Practices will help your organization benchmark itself against the best. Written by the winner of three globally accepted performance management awards Focuses on a single case study chronicling a health care system's corporate performance management journey Explores how the use of corporate performance management methods has created significant and broad based improvements in patient satisfaction scores, medical outcomes, people development, and corporate shared services and clinical processes Revealing practical techniques that can be adopted at all levels of an organization, from facilities manager to HR manager to CFO to CEO, Corporate Performance Management Best Practices provides a proven implementation model that accelerates breakthrough results.
