Employee performance may or may not be measured in some way by the employer as p
ID: 458721 • Letter: E
Question
Employee performance may or may not be measured in some way by the employer as part of their review process. If you are a customer service representative, for instance, your performance standards may be based on how many calls you complete per hour. How is this measure contaminated? How is it deficient? What other measures might you use to more adequately evaluate employee performance? How would you evaluate performance for a role where is it harder to pinpoint the quantity of work performed, or where quality is more important? How are YOU evaluated? Do you think the evaluation covers all of the aspects of your job?
Explanation / Answer
The measure of using number of calls completed in an hour to measure the performance of a customer service representative is contaminated and flawed in the sense that it does not take into account the value addition being done by the customer service representative. It also does not take into account the level of customer satisfaction or the ability of the customer service representative to resolve customer queries.
Measures that will adequately evaluate employee performance should be based on customer experience metrics. Other measures are value addition done by the employee and the employee's ability to satisfy the customer (i.e. was the customer able to find what they were looking for?).
When it is harder to pinpoint the quantity of work performed, the performance should be evaluated on the basis of the quality of work done by the employee. In such cases the knowledge and skill application of employee is more important than the quantitative factors and have a more profound impact on outcome. So the performance should be evaluated on the basis of application of skills, expertise, knowledge, demonstration of leadership skills etc. For example, an equity research company cannot evaluate its equity analysts on the basis of number of reports written in a week. The quality of report, application of financial concepts, understanding of industry domain are more important.
I am evaluated ( i am an equity analyst) on various parameters like my ability to do my job, ability to apply my skills and knowledge, my ability to lead. I am also evaluated on the basis of my soft skills, my ability to take challenges and work in demanding situations. Thus, my evaluation covers all of the aspects of my job.
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