Table of Contents - Perfect Phrases For Setting Performance Goals

Preface

About the Authors

Part I -Using This Book to Write Better Performance Goals

What Are Performance Goals Used for?
For the Organization
For the Manager
For the Employee
Where Do Performance Goals Come From?
How to Use This Book
What's Next?

Setting Performance Goals That Work
Specific and Measurable Goals? A Balancing Act
Parts of a Goal Statement
Goals Without Criteria
The Goal-Setting Process
10 Tips for Setting Performance Goals

Background for Developing and Writing Performance Goals

Getting the Most from Performance Goals 22
Using the Goals During the Year 22
Using Goals for Evaluation and Appraisal 25
Conclusion 28

Part Two. Perfect Phrases for Setting Performance Goals 29
Descriptive Contents 31
Section OnePerformance Goals for Any Position
Readiness for Work Goals 45 Punctuality 45
Attendance and Absenteeism 45
Health 46
Conflict Management and Team
Contributions Goals 47 Contributions to Team Health 47
Contributions to Team Productivity 47
Handling Customer Conflicts 48
Handling Internal Conflicts 48
Self-Management and Work Habits Goals 50 Appearance and Clothing 50
Ethical/Personal Conduct 50
Organization and Use of Time 51
Willingness to Help/Volunteer 51
Work Outputs and Productivity Goals 53 Own Work 53
Contributing to Work of Others 53
Contributing to Overall Productivity 54
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Personal and Skill Development Goals 56 Assessment 56
Formal Learning 56
Informal Learning 57
Communication Goals 59 Interpersonal/Team 59
Management 59
Customers 60
Media Relations 61
Section TwoPerformance Goals forGeneral Management Responsibilities
Managing Performance Goals 65 Setting Performance Goals 65
Communicating About Performance 65 Observing and Documenting 66
Performance Appraisal/Review 66
Planning Goals 68 Financial Planning 68
Personnel Planning 68
Strategic and Work-Unit Planning 69
Work Planning/Scheduling 69
Personnel/Hiring/Retention Goals 71
Employee Retention 71 Forecasting 71 Interviewing 72 Preparing for Hiring 73
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Leadership and Organizational Climate Goals 74 Communication 74
Personal and Staff Development 74
Work Climate 74
Productivity/Process Improvement/
Organizational Results Goals 76 Productivity 76
Process Improvement 77
Organizational Results 77
Communications Goals 79 Downwards 79
Customers/Clients 79
Peers 79
Upwards 80
Section ThreePerformance Goals forSpecific Industries and Jobs
Customer Service and Support-Management Goals 83 Customer Communication/Satisfaction 83 Customer Service Improvements 83
Customer Service Management 83
Customer Service Quality 84
Customer Service and Support Goals 85 Customer Communication 85
Customer Satisfaction/Retention 85
Customer Service Improvements 86
Customer Service Management 86
Customer Service Quality 87
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Information Technology: Hardware and OperationsManagement Goals 89 Project/Staff Management 89
Purchasing and Maintenance 89
Results Management 90
Information Technology: Hardware and
Operations Goals 91 Backups/Disaster Recovery 91
Customer Support 91
Data and Hardware Security 92
Maintenance and Operations 93
New Equipment 94
Information Technology: Software
Management Goals 95 Communication/Training 95
Productivity 95
Project Management 96
Information Technology: Software Goals 97 Data Entry 97
Business Systems Analysis 97
Programming 98
Testing 99
System Deployment 100
System Support (Help Desk) 100
Financial Goals 101 Bottom-Line Results 101
Budgeting 101
Conformance to Financial Practices 102
Spending and Financial Control 102
Processing 104
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Reporting and Communicating 104 Revenue Enhancement 105 Other 105
Creative Communication Goals 107 Copywriting 107
Copyediting/Layout 107
Graphic Design 108
Web Site Design 108
Production/Manufacturing Goals 110 Quantity 110
Quality 111
Safety and Environment 111
Food Preparation-Management Goals 113 Cleanliness/Hygiene/Safety 113
Cost-Effectiveness/Organization 113
Quality 114
Food Preparation Goals 115 Cleanliness/Hygiene/Safety 115
Innovation 115
Inventory Control/Equipment 115
Quality 116
Food Services-Management Goals 117 Catering 117
Customer Service 117
Employee Supervision and Training 118 Facilities Management 118
Food Services Goals 120 Environment 120
Order Taking/Processing 120
Serving 121
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Transit/Transportation Goals 122 Customer Support 122
General Operations 122
Safety and Maintenance 123
Vehicle Operation 124
Mechanical Repair and Trades Goals 125 Customer Communication 125
Diagnosis and Quality of Work 125
Speed of Repair 126
Work Planning and Estimating 126
Human Resources and Personnel
Management Goals 128
Compensation/Benefits 128
Conformance 128
Hiring 129
Labor Relations 129
Policy Development/Communication 129 Staff Development 130
Staff Retention/Promotion 130
Staff Satisfaction 131
Human Resources and Personnel Goals 132
Hiring 132
Staff Development 132
Staff Retention/Promotion 134 Staff Satisfaction 134 Conformance 134
Policy Development/Communication 135 Work-Unit Support 135 Compensation/Benefits 136 Labor Relations 137 Other 137
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Physical Plant Maintenance-Management Goals 139 Cleaning 139
Plant Maintenance 139
Safety 140
Physical Plant Maintenance Goals 142 Cleaning 142
Plant Maintenance 143
Safety 143
Retail/Merchandising-Management Goals 145 Customer Service 145
Scheduling/Staffing 145
Store Management 146
Retail/Merchandising Goals 147 Checkout/Cash Register 147
Customer Service 147
Retail Environment 148
Stock/Inventory 149
Sales and Business Development
Management Goals 151 Generating New Sales/Customers 151
Managing Current Sales/Customer Relations 151 Sales Strategy Development 151
Sales Training/Communication 152
Sales and Business Development Goals 153 Managing Current Sales/Customers 153 Generating New Sales/Customers 153 Sales-Related Customer Relations 154 Sales Strategy Development 154 Sales Training 155
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Security-Management Goals 156 Communication 156
Compliance 156
Improvement 157
Supervision and Training 157
Theft 157
Security Goals 159 Communication and Training 159
Compliance 159
Enforcement 160
Improvement 161
Theft 161
Personal Security 161
Premises Security 162
Traffic Control 162
Support-Management Goals 163 Communication, Supervision, and Training 163 Office Management 163
Scheduling and Work Assignments 164
Support Goals 165 Clerical/Filing 165
Reception 165
Secretarial 166
Switchboard/Phones 167
Workplace Health and Safety-Management Goals 168 Compliance 168
Improvement and Investigation 168
Training and Communication 169
Work Environment 169
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Workplace Health and Safety Goals 171 Compliance 171
Improvement and Investigation 171
Training and Communication 172
Work Environment 173
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