As Peter Drucker, one of the most influential theorists of management of the XX century once said: "If you can't measure it, you can't manage it." During the period of growth, every company thinks about the introduction of staff performance assessment. We asked professional HR-manager to anonymously share the experiences and tell how to start setting goals for employees and evaluate the quality of their performance.
"I used to work in a small company, where there was neither an evaluation system nor any rules of bonuses review. Wages were increased for those who asked for it or those who, according to the line manager’s opinion, worked well, although every manager had different criteria of "good work". Once a year, all line managers gathered for a meeting and had a heated debate about who is more worthy of a promotion. The budget was not big enough to bring all proposals to life, and so every time there would be someone who believed that his or her team were underestimated. The solution to this problem was right in front of us - to develop a transparent evaluation system that shows to both managers and employees what is actually important in the work and what later can be evaluated by the company."
设定目标
对我来说，作为一个人力资源经理，自己开发一个评估系统是最容易的。但是，首先，我可能会错过不同部门工作流程中的一些重要细节；其次，如果我没有把同事们纳入开发过程中，我可能会面临他们对新评估工具的抵制。所以，首先，我建议其他部门的同事们聚在一起，成立一个工作小组来开发新的绩效评估系统。
我们谈论了我们都想实现的目标：我们想在市场上占据哪个位置，我们想提供什么样的质量和客户服务水平，我们想在公司看到什么样的关系，等等。我们将这些总体目标分解为每个经理和员工的小目标。在这里，我们可以使用诸如生产率、成本、销售和客户满意度等指标。例如，在我们的案例中，对销售部门负责人的评估标准是销售计划的执行情况、部门的营业额、团队的发展和客户的满意率。
评级表
Each indicator must be evaluated somehow. We chose a five-point rating scale for each indicator: Well Above Expectations – Above Expectations – As Expected – Below Expectations – Well Below Expectations. It is undesirable to use five-point scales such as numbers from zero to four or letters from A to F. Culturally they are associated with the school marks and prevent objective approach to the assessment because any mark that is less than "3" or "B" will seem to be a bad result. For each mark, we have appointed the corresponding indicator scale. For example, the implementation of sales plan of less than 60% was evaluated as "Well Below Expectations", 61-80% - "Below Expectations", 81-100% - "As Expected" 101-120% - "Above Expectations", and more than 120% - "Well Above Expectations." The same went for every other indicator.
真相的时刻
我们决定每年进行一次对员工效率的评估。第一次我们以测试的方式进行，并警告说不会做出负面的决定。通过这种方式，我们试图减少对新事件的焦虑，同时也验证所选择的标准是正确的。与员工讨论其工作成果的会议是整个事件的高潮。它影响到未来几个月的工作情绪，应该保持积极的态度。
在第一次评估测试后，我们的管理团队一致认为，这对整个团队来说是一个非常有用的练习。当然，有些东西必须要改变，但我们选择保留基本原则。因此，我们确定了几项建议，以使评估进一步使双方受益。
积极的气氛。积极的态度有助于有一个更开放的沟通，而开放的沟通又能让你与员工站在同一起跑线上，激励他们取得新的成就。
听!首先询问员工他或她如何评价自己的工作。倾听并提出你的意见。
赞扬!当员工工作出色时要注意。一些管理者忘记了这样做，把好的工作视为理所当然。同时，通过注意到员工的成功，你在心理上强化了他们的良好行为。告诉员工他或她的努力如何帮助你这个经理实现部门的目标，以及公司的整体目标。
美好的未来。告诉员工他或她的前景，如果他或她掌握了目前尚未开发的技能，未来会有什么。用对未来的思考点燃热情!
如果你无法实现所有目标，该怎么办？
发展而不是鞭打。在讨论员工的失败时，花足够的时间讨论他或她的技能发展。找出该员工未能实现目标的原因。这将有助于他或她在下一次实现它们。一起讨论发展必要技能的具体步骤。
“No” to making it personal. When estimating the areas in which the employee was not successful, always discuss specific examples when the employee was wrong, do not say "you cannot do it" or "you are not able to" or any other negative personality characteristics. Explain how his or her bad work affects the overall results.
A year after the first evaluation, I began to notice that during job interviews the managers often mentioned the assessment system as a confirmation of the principles of transparency and equity in the company. Two years later, the staff began to drop by the HR-department to find out the date of the next scheduled assessment, because they wanted to discuss their personal development with their superior as soon as possible. I felt that the assessment has become a natural process in our working lives. In addition, the term "chief’s pet" has disappeared from the vocabulary of our team, because now everybody has an equal chance of success during the productivity assessment.
Before you implement this kind of system in your company, enlist the support of your colleagues. Move from general to personal: the company's goal - the goal of a department - the goal of an employee - specific indicators. Praise, but also do not forget about the development. And help your employees become better!
