You are on page 1of 14





TENDER NO: NG01022028



Performance management is a relatively new concept to the field of
management. The major contribution of performance management is its
focus on achieving results - useful products and services for clients inside
and outside the organization. Performance management redirects our
efforts away from busyness toward effectiveness. Performance
management reminds us that being busy is not the same as producing
results. It reminds us that training, strong commitment and lots of hard
work alone are not results. Performance management put more focus on
effectiveness, that systems and processes in the organization be applied
in the right way to the right things: to achieve results. All of the results
across the organization must continue to be aligned to achieve the
overall results desired by the organization for it to survive and thrive.
Only then it be said that the organization and its various parts are really
Basic Concept
Simply, performance management includes activities to ensure that
goals are consistently being met in an effective and efficient manner.
Performance management can focus on performance of the
organization, a department, service process, employees, etc.
“Performance management is a joint process that involves both the
supervisor and the employee, who identify common goals, which
correlate to the higher goals of the institution. This process results in
the establishment of written performance expectations later used as
measures for feedback and performance evaluation”.

Performance management is an ongoing communication process that

involves both the performance manager and the employee in:
 identifying and describing essential job functions and relating them
to the mission and goals of the organization
 developing realistic and appropriate performance standards
 giving and receiving feedback about performance
 writing and communicating constructive performance appraisals
 Planning education and development opportunities to sustain,
improve or build on employee work performance.
Performance Management Applies to More than Employees
Typically, we think of performance in organizations, we think on the
performance of employees. However, performance management should
also be focused on:
 The organization
 Departments (Engineering, administration, logistics, etc.)
 Processes (concrete works, budgeting, piling works, financial
management, etc.)
 Programs (implementing new policies and procedures to ensure a
safe workplace; or, for a nonprofit, ongoing delivery of services to
a community)
 Services to internal or external clients
 Projects (constructing a new building, Laying a pipeline, etc.)
 Teams or groups organized to accomplish a result for internal or
external clients
Benefits and Concerns Key Benefits of Performance Management
1. Performance management focuses on results, rather than
behaviors and activities

A common misconception among supervisors is that behaviors and

activities are the same as results. Thus, an employee may appear
extremely busy, but not be contributing at all toward the goals of the
organization. An example is the employee who manually reviews
completion of every form and procedure, rather than supporting
automation of the review. The supervisor may conclude the employee is
very committed to the organization and works very hard, thus, deserving
a very high performance rating.
2. Aligns organizational activities and processes to the goals of the
Performance management identifies organizational goals, results
needed to achieve those goals, measures of effectiveness or efficiency
(outcomes) toward the goals, and means (drivers) to achieve the goals.
This chain of measurements is examined to ensure alignment with
overall results of the organization.
3. Cultivates a system-wide, long-term view of the organization.
An effective performance improvement process must follow a systems-
based approach while looking at outcomes and drivers. Otherwise, the
effort produces a flawed picture. For example, laying off people will likely
produce short-term profits. However, the organization may eventually
experience reduced productivity, resulting in long-term profit loss.
4. Produces meaningful measurements
These measurements have a wide variety of useful applications. They are
useful in benchmarking, or setting standards for comparison with best
practices in other organizations. They provide consistent basis for
comparison during internal change efforts. They indicate results during
improvement efforts, such as employee training, management

development, quality programs, etc. They help ensure equitable and fair
treatment to employees based on performance.
Other Benefits of Performance Management
Performance Management (PM):
1. Helps you think about what results you really want. You're forced to
be accountable, to "put a stake in the ground".
2. Depersonalizes issues. Supervisor's focus on behaviors and results,
rather than personalities.
3. Validates expectations. In today's age of high expectations when
organizations are striving to transform themselves and society, having
measurable results can verify whether grand visions are realistic or not.
4. Helps ensure equitable treatment of employees because appraisals
are based on results.
5. Optimizes operations in the organization because goals and results are
more closely aligned.
6. Cultivates a change in perspective from activities to results.
7. Performance reviews are focused on contributions to the
organizational goals, e.g., forms include the question "What
organizational goal were contributed to and how?"
8. Supports ongoing communication, feedback and dialogue about
organizational goals. Also supports communication between employee
and supervisor.
9. Performance is seen as an ongoing process, rather than a one-time,
sharp shot event.

10. Provokes focus on the needs of customers, whether internal or

11. Cultivates a systems perspective that is, focus on the relationships
and exchanges between subsystems, e.g., departments, processes,
teams and employees. Accordingly, personnel focus on patterns and
themes in the organization, rather than specific events.
12. Continuing focus and analysis on results helps to correct several
myths, e.g., “learning means results", "job satisfaction produces
productivity", etc.
13. Produces specificity in commitments and resources.
14. Provides specificity for comparisons, direction and planning.
15. Redirects attention from bottom-up approaches (e.g., doing job
descriptions, performance reviews, etc., first and then "rolling up"
results to the top of the organization) to top-down approaches (e.g.,
ensuring all subsystem goals and results are aligned first with the
organization's overall goals and results).
Strategic Plan
A strategic plan is composed of a mission statement, identified goals
related to the organization's mission, as well as strategic initiatives
necessary to accomplish each goal. The mission statement describes the
fundamental reason that your organization or department exists. The
goals identify the results which will further that mission, and strategic
initiatives set out the specific steps which must be taken to achieve those
results. Strategic planning is a dynamic process which is usually revisited
at intervals of between one to two years. Here is an example of a
strategic plan. Individual employees will each make a contribution to the
realization of goals and may be responsible for accomplishment of

specific strategic initiatives in support of those goals. To ensure that

initiatives are completed, those responsible for particular strategic
initiatives are usually named and due dates specified. As a performance
manager, you should consider the annual goals and strategic initiatives
for which the employee has responsibility when describing the position,
setting standards of work performance, giving feedback about
performance, doing the annual performance appraisal, and planning for
employee education, training and development.
Standards of Performance
Standards of performance are written statements describing how well a
job should be performed. Performance standards are developed
collaboratively with employees, whenever possible, and explained to
new employees during the first month on the job.
The performance standard provides a benchmark against which to
evaluate work performance. While the job description describes the
essential functions and the tasks to be done, the performance standard
defines how well each function or task must be performed in order to
meet or exceed expectations.
Developing Standards:
There are a number of approaches to developing written performance
standards. One is the directive approach in which the performance
manager writes the standards, in consultation with management and the
Employee Relations representative for his or her department. Then the
standards are shared with the employees affected for their information
and to address any questions they may have. Another is a collaborative
approach in which employees work with you to develop the performance
standards for their positions. While it is a legitimate option to develop
the standards without employee input, the benefits of a collaborative

approach are important. Both the performance manager and the

employee bring valuable information to the process and the end result
is more likely to be supported by everyone involved. As the performance
manager, however, you will make the final decision about the
appropriateness of the standards in consultation with management and
the Employee Relations consultant for your department.
Mutual agreement with the employee about standards is preferable, but
not always possible. Mutual understanding and recognition of the
standards is necessary.
Develop the standards without employee input, the benefits of a
collaborative approach are important. Both the performance manager
and the employee bring valuable information to the process and the end
result is more likely to be supported by everyone involved. As the
performance manager, however, you will make the final decision about
the appropriateness of the standards in consultation with management
and the Employee Relations consultant for your department.
Mutual agreement with the employee about standards is preferable, but
not always possible. Mutual understanding and recognition of the
standards is necessary.
Checking Standards
After writing performance standards, check them against the questions
in the following list:
1. Are the standards realistic?
Standards should be attainable and consistent with what is necessary to
get the job done. Standards for performance which meets expectations
represent the minimum acceptable level of performance for all
employees in that position.

2. Are the standards specific?

Standards should tell an employee exactly which specific actions and
results he or she is expected to accomplish.
3. Are the standards based on measurable data, observation, or
verifiable information?
Performance can be measured in terms of timeliness, cost, quality and
4. Are the standards consistent with organizational goals?
Standards link individual (and team) performance to organizational goals
and should be consistent with these goals. The success of the University's
and department's missions depends on this strategic connection.
5. Are the standards challenging?
Standards may describe performance that exceeds expectations.
Recognizing performance that is above expectations or outstanding is
crucial to motivating employees.
6. Are the standards clear and understandable?
The employees whose work is to be evaluated on the basis of the
standards should understand them. Standards should use the language
of the job.
7. Are the standards dynamic?
As organizational goals, technologies, operations or experiences
change, standards should evolve
Observation and Feedback
Observing work performance and providing feedback about it should be
a routine part of the performance management process. Feedback

should be based on observed and/or verifiable work-related behaviors,

actions, statements, and results. This type of feedback is called
behavioral feedback.
Effective feedback helps the employee sustain good performance, to
develop new skills and to improve performance when necessary.
Observing employee performance and offering feedback about what
you see should be a routine part of the way you manage employee
performance. Feedback is most effective in reinforcing or improving
work performance when the employee has confidence in the basis of
that feedback. And you, as the performance manager, will be more
confident when giving feedback based on information that you can
Observing Employee Performance
From the standpoint of performance management, observation involves
noticing specific facts, events, or behaviors related to work performance
and the results of work performance. Observations are the raw data
upon which effective performance feedback may be based. The purpose
of observing employee behavior and the results of work performance is
to identify and describe it in order to help the employee be successful
and continue to develop his or her skills, knowledge, and experience.
Behavioral Feedback
Feedback may be defined as "information about past behavior,
delivered in the present, which may influence future behavior.
“Feedback is influential. During the performance appraisal period,
provide feedback about performance regularly. When employees
receive feedback that is timely, frequent and specific they are more likely
to understand what is expected of them, to repeat successful

performance and to improve their work when necessary. Behavioral

feedback consists of statements about observed or verified behavior
related to performance standards. If the employee does not understand
what you expect or what the standards are, give clear messages about
those expectation sand standards, confirm understanding, and then give
the employee a chance to improve performance to meet them. The
behavioral approach to feedback is valuable when describing
performance which needs to be improved, because the employee learns
which specific behaviors to change rather than receiving general
comments which don't give much information. Behavioral feedback is
also valuable when giving feedback about successful performance.
When feedback about successful performance is given in specific
behavioral terms, the employee knows which behaviors to continue or
Performance Manager's Responsibilities
Assessment: As mentioned above, effective preparation of performance
development plans, with and for your employees, requires the ability to
assess the needs of the employee and the organization. You may develop
your own skills in this area by attending the course, "Enhancing Career
and Organizational Options," offered by Staff Education and
Development on campus. Help your employees to set career goals that
are consistent with their skills, knowledge, experience and interests by
providing feedback based on your observations and assessment of their
abilities, readiness and potential. The assessment should be based on
your actual experience and observation of employee performance and
behavior rather than on assumptions and personal biases.
Providing Information: Performance managers support career
development when they inform an employee about options for and

possible barriers to career movement. For example, you may tell your
employees about upcoming positions or openings for which they may be
qualified, or about budgetary constraints which may inhibit career
options or development opportunities in the unit or department.
Referral: Refer your employees to others who can assist them in
achieving development goals. As a performance manager, it is your
responsibility to be aware of the appropriate referral sources both within
and outside of your department. You may refer employees to books,
journals, professional associations or other sources of information. You
may also put them in touch with people who might be willing to serve as
mentors or with those who might provide an information interview in
which employees can learn more about a field or position from someone
who is currently working in that area or capacity.
Guidance: Encourage your employees to focus on clear, specific and
attainable career goals. Share your knowledge and experience with your
Typical questions employees have are:
1) What is required to move to the next logical position?
2) What are the chances for advancement in this department?
3) How to be mobile within the University,
4) What is the difference between a promotion and an upward
5) How to qualify for training and development opportunities, and
6) Who to contact for further information or career counseling.

Provide guidance to your employees about steps they might take to

improve existing skills and knowledge or develop in new functional
Develop: Performance managers support employee development when
they assign employees roles or tasks which challenge them and provide
the opportunity to grow. Base decisions about development options and
opportunities on a careful assessment of the employee's readiness to
accept additional or new responsibilities or challenges. Consider
delegating a responsibility that is currently your own which is
appropriate to the employee's classification and development. Provide
on-the-job training and refer employees to classes, workshops, and
other learning and development opportunities, and recommend
employees to serve on committees, task forces or cross-functional
Summary of the Performance Management Process
The performance management process begins with analysis and
description of the job. The performance manager identifies essential
functions in the job description and the strategic mission and goals of the
department or organizational unit. Standards of minimum acceptable
performance are developed for the position with the employee.
Additionally, standards for performance which exceeds expectations
may be set to encourage the employee to strive for even better results.
Throughout the appraisal period (typically one year), the performance
manager observes and provides behavioral feedback on the
performance of the employee, focusing on helping the employee to
achieve successful performance. At the end of the appraisal period, and
in collaboration with the employee, the performance manager prepares,
writes, delivers and then produces a final copy of the written

performance appraisal. At any point in the process, the employee and

performance manager may identify needs and create a plan for
employee education, training or development in job- or career-related
Overall Goal and Focuses of Performance Management
The overall goal of performance management is to ensure that the
organization and all of its subsystems (processes, departments, teams,
employees, etc.) are working together in an optimum fashion to achieve
the results desired by the organization.
Performance Improvement of the Organization or a Subsystem is an
Integrated Process
Note that because performance management strives to optimize results
and alignment of all subsystems to achieve the overall results of the
organization, any focus of performance management within the
organization (whether on department, process, employees, etc.) should
ultimately affect overall organizational performance management as
Ongoing Activities of Performance Management
Achieving the overall goal requires several ongoing activities, including
identification and prioritization of desired results, establishing means to
measure progress toward those results, setting standards for assessing
how well results were achieved, tracking and measuring progress toward
results, exchanging ongoing feedback among those participants working
to achieve results, periodically reviewing progress, reinforcing activities
that achieve results and intervening to improve progress where needed.
Note that results themselves are also measures.