**Borrowing and modifying performance measurement ideas** is easier than
creating them from scratch. Below are 30 sets of ideas you can use to
more quickly create goals for some of your organization\'s positions.

Each example contains **results-based goals** for a particular position.
The left-hand column contains the **value-added results** this position
might be expected to produce. The right hand column contains the
**verifiable goals** which define meeting expectations for each result.

Each set of measurement ideas could be used as a basis for creating a
shorter, more focused, and **customized performance plan** for a
particular employee. Improved employee performance results when this
customized performance plan is used for:

-   A **performance planning discussion** at the start of the year

-   Ongoing **data-based feedback** during the year

-   Data-based **performance evaluation** at the end of the year

CONTROLLER

+-----------------------+----------------------------------------------+
| **Results/Weights**   | **Goals**                                    |
+-----------------------+----------------------------------------------+
| Financial reports and | For each report, once a year, end users say  |
| forecasts (30%)       | that:                                        |
|                       |                                              |
|                       | -   The report data is accurate.             |
|                       |                                              |
|                       | -   They can\'t operate without the report.  |
|                       |                                              |
|                       | -   They understand the data and how it is   |
|                       |     organized.                               |
|                       |                                              |
|                       | -   The report comes in time for the data to |
|                       |     be useful.                               |
|                       |                                              |
|                       | -   Users or auditors find no errors.        |
|                       |                                              |
|                       | Exceeds = Controller initiates unasked for   |
|                       | ideas for improving the reports (or creating |
|                       | new reports) which the end user agrees to.   |
|                       |                                              |
|                       | All reports are delivered by agreed-upon     |
|                       | deadlines.                                   |
+-----------------------+----------------------------------------------+
| Paid taxes and        | No reports or tax returns rejected due to    |
| government reports    | incompleteness or errors.                    |
| (20%)                 |                                              |
|                       | No penalties are assessed.                   |
|                       |                                              |
|                       | All reports or tax returns are delivered by  |
|                       | set deadlines.                               |
+-----------------------+----------------------------------------------+
| Completed special     | Identify cost of length of mains (by         |
| projects (15%)        | location, size, date, etc.) by December      |
|                       | 199X.                                        |
| -   Continuing        |                                              |
|     property records  | Supervisor judges the costs as reasonable    |
|                       | and they tie into the general ledger.        |
| -   (other projects   |                                              |
|     to be added as    |                                              |
|     assigned)         |                                              |
+-----------------------+----------------------------------------------+
| Company controls in   | Outside accounting firm, company auditor,    |
| place (10%)           | and supervisor judge that controls are       |
|                       | adequate in all locations and for all        |
|                       | procedures and processes.                    |
|                       |                                              |
|                       | Districts are reviewed four times a year.    |
|                       |                                              |
|                       | Exceeds = Other companies use this           |
|                       | company\'s controls as a model.              |
+-----------------------+----------------------------------------------+
| Productive            | Supervisor is satisfied that:                |
| subordinates (10%)    |                                              |
|                       | -   Employees are empowered to do the new    |
| -   Provided          |     tasks.                                   |
|     direction         |                                              |
|                       | -   Tasks are being delegated.               |
| -   Priorities/       |                                              |
|     scheduling        | -   All employees receive an annual          |
|                       |     performance review.                      |
| -   Information       |                                              |
|                       | -   Employees have skills and knowledge to   |
| -   Training          |     do their jobs.                           |
|                       |                                              |
| -   Feedback          | -   All employees have written performance   |
|                       |     standards.                               |
|                       |                                              |
|                       | -   Evidence of an informal and formal       |
|                       |     recognition system exists.               |
|                       |                                              |
|                       | -   All employees can describe how they\'re  |
|                       |     doing compared to their standards.       |
|                       |                                              |
|                       | -   Salary increases are differentiated      |
|                       |     based on performance and are consistent  |
|                       |     with the performance review.             |
+-----------------------+----------------------------------------------+
| Paid employees (10%)  | No scheduled payroll or reporting dates are  |
|                       | missed.                                      |
+-----------------------+----------------------------------------------+

+-----------------------+----------------------------------------------+
| Productive            | Surveyed employees say:                      |
| subordinates          |                                              |
| (cont\'d)             | -   They understand the company\'s           |
|                       |     direction, their departments goals, and  |
|                       |     their role in achieving these goals.     |
|                       |                                              |
|                       | -   They understand specifically what their  |
|                       |     supervisor expects of them.              |
|                       |                                              |
|                       | -   They understand how well they are        |
|                       |     performing and where they need to        |
|                       |     improve.                                 |
|                       |                                              |
|                       | -   Their performance appraisal accurately   |
|                       |     reflects their performance.              |
|                       |                                              |
|                       | -   They have the necessary tools and        |
|                       |     resources to accomplish their work.      |
|                       |     Where they do not have what they need,   |
|                       |     they understand why not.                 |
|                       |                                              |
|                       | -   They have the skills and knowledge they  |
|                       |     need to do their jobs or there is a plan |
|                       |     to obtain them.                          |
|                       |                                              |
|                       | -   Their good performances are acknowledged |
|                       |     and appreciated.                         |
|                       |                                              |
|                       | Exceeds = Employees are trained to advance   |
|                       | to higher levels of responsibility. Other    |
|                       | departments ask to hire this supervisor\'s   |
|                       | employees.                                   |
+-----------------------+----------------------------------------------+
| Paid invoices (5%)    | Invoices paid within 30 days.                |
|                       |                                              |
|                       | -   Discounts are taken for early payment    |
|                       |     whenever possible.                       |
|                       |                                              |
|                       | -   Appropriate use/sales tax is paid.       |
|                       |                                              |
|                       | -   Payments are in compliance with          |
|                       |     procedure.                               |
|                       |                                              |
|                       | -   Maintain \"Avg. 30 day\" D&B rating.     |
+-----------------------+----------------------------------------------+

LAWYER

+-----------------------------+----------------------------------------+
| **Results**                 | **Goals**                              |
+-----------------------------+----------------------------------------+
| **Legal and ethical         | Clients say they understand what they  |
| representation of company   | need to do to get/keep Company in      |
| and products in the         | compliance with applicable laws,       |
| marketplace**               | regulations and ethical standards.     |
|                             |                                        |
|                             | Clients first hear of legal            |
|                             | implications of outside developments   |
|                             | from the Associate General Counsel     |
|                             | (AGC).                                 |
+-----------------------------+----------------------------------------+
| **Legal advice**            | Clients are in compliance with the     |
|                             | AGC\'s legal advice.                   |
|                             |                                        |
|                             | Client is satisfied that:              |
|                             |                                        |
|                             | -   The advice is relevant to their    |
|                             |     situation.                         |
|                             |                                        |
|                             | -   Their needs were addressed and the |
|                             |     cost/benefit relationship of the   |
|                             |     advice is positive.                |
|                             |                                        |
|                             | -   The advice was received in time to |
|                             |     be useful.                         |
+-----------------------------+----------------------------------------+
| **Executed agreements**     | The client and vendor are satisfied    |
|                             | that the agreements:                   |
|                             |                                        |
|                             | -   Are complete, readable and         |
|                             |     comprehensive.                     |
|                             |                                        |
|                             | -   Are completed in time to avoid     |
|                             |     delaying the work.                 |
|                             |                                        |
|                             | -   The client is satisfied that the   |
|                             |     agreements:                        |
|                             |                                        |
|                             | -   Contain favorable terms for the    |
|                             |     company.                           |
|                             |                                        |
|                             | -   Describe what the company gets and |
|                             |     gives as part of the business      |
|                             |     terms.                             |
|                             |                                        |
|                             | Exceeds = The execution takes less     |
|                             | time than the parties expected.        |
+-----------------------------+----------------------------------------+
| **Prevented litigation**    | General counsel is satisfied with:     |
|                             |                                        |
|                             | -   The reduction in the number of     |
|                             |     matters going into litigation.     |
|                             |                                        |
|                             | -   Clients\' comprehension and        |
|                             |     compliance with legal advice.      |
|                             |                                        |
|                             | -   How quickly clients are provided   |
|                             |     information they need to prevent   |
|                             |     litigation.                        |
|                             |                                        |
|                             | Exceeds = Litigation is eliminated.    |
+-----------------------------+----------------------------------------+
| **Resolved litigation**     | Cases are resolved in favor of the     |
|                             | company.                               |
|                             |                                        |
|                             | Cases are settled within the           |
|                             | established settlement cap.            |
|                             |                                        |
|                             | Exceeds = Cases are settled below the  |
|                             | established acceptable range.          |
+-----------------------------+----------------------------------------+

PROGRAMMING TEAM LEADER

+-------------------------+--------------------------------------------+
| **Results**             | **Goals**                                  |
+-------------------------+--------------------------------------------+
| Computer systems to     | 5 to 10 problem reports during the first 8 |
| help people do their    | weeks.                                     |
| jobs                    |                                            |
|                         | 95% transactions completed within 5        |
| -   New systems         | seconds (or agreed-upon standard).         |
|                         |                                            |
| -   Enhanced/changed    | (Shared with Systems) 2 to 5 hours of      |
|     systems             | system downtime per month.                 |
|                         |                                            |
| -   Accurate and timely | 98% to 100% days system is available       |
|     data                | between 7 AM and 9 PM.                     |
|                         |                                            |
|                         | Actual cost or time savings is within 90%  |
|                         | of projected study results.                |
|                         |                                            |
|                         | No more than 1 severe problem for a new    |
|                         | system (many systems brought down, work    |
|                         | cannot continue without the system,        |
|                         | policies are updated incorrectly, takes    |
|                         | more than 50 person hours to correct).     |
|                         |                                            |
|                         | Business partners are satisfied that:      |
|                         |                                            |
|                         | -   System is being used.                  |
|                         |                                            |
|                         | -   Training is completed within the time  |
|                         |     agreed to.                             |
|                         |                                            |
|                         | -   System does what was agreed to.        |
|                         |                                            |
|                         | -   Business partners and I/S peers are    |
|                         |     satisfied that the documentation is:   |
|                         |                                            |
|                         | -   Being used as a training and           |
|                         |     troubleshooting tool.                  |
|                         |                                            |
|                         | -   Able to be used without asking         |
|                         |     questions.                             |
|                         |                                            |
|                         | -   Organized so that users can find       |
|                         |     topics without asking the author.      |
|                         |                                            |
|                         | -   Stored in the places specified in the  |
|                         |     department standards.                  |
|                         |                                            |
|                         | -   Consistent with the current version of |
|                         |     the system.                            |
|                         |                                            |
|                         | -   Help function says how to fix the      |
|                         |     error without calling someone else.    |
|                         |                                            |
|                         | -   Meet agreed-upon deadlines for all     |
|                         |     projects.                              |
+-------------------------+--------------------------------------------+
| Business partners       | All regional analysts are trained in the   |
| trained to use new      | new system.                                |
| systems                 |                                            |
|                         | (Shared with regional analyst) All users   |
|                         | are trained.                               |
|                         |                                            |
|                         | (Shared with regional analyst) No          |
|                         | questions are asked of the help desk or    |
|                         | problem reports submitted due to a lack of |
|                         | understanding of the system.               |
|                         |                                            |
|                         | (Shared with regional analyst) I/S Analyst |
|                         | says that the business partners are able   |
|                         | to use the system as agreed to in the      |
|                         | requirements document.                     |
|                         |                                            |
|                         | Training is delivered within the           |
|                         | agreed-upon training period.               |
|                         |                                            |
|                         | Training is completed within the projected |
|                         | person hours.                              |
+-------------------------+--------------------------------------------+
| Recommendations for new | Committee or project team says the         |
| technology              | technical advice:                          |
| implementation          |                                            |
|                         | -   Helps them better define or solve the  |
|                         |     problem                                |
|                         |                                            |
|                         | -   Is in time to be useful                |
|                         |                                            |
|                         | -   Is accurate                            |
|                         |                                            |
|                         | -   Manager says the technical advice is   |
|                         |     consistent with the department\'s      |
|                         |     goals and standards.                   |
|                         |                                            |
|                         | Exceeds = Analyst is requested by name to  |
|                         | give input.                                |
+-------------------------+--------------------------------------------+
| **Resolved problem      | 90% to 95% problem reports handled         |
| reports**               | successfully (or no more than X to Y       |
|                         | problem reports per year are not handled   |
|                         | successfully):                             |
|                         |                                            |
|                         | -   Business partner agrees that the       |
|                         |     problem is fixed.                      |
|                         |                                            |
|                         | -   Solution doesn\'t cause new problems.  |
|                         |                                            |
|                         | -   Problem is fixed the first time.       |
|                         |                                            |
|                         | -   Solution doesn\'t affect system        |
|                         |     performance.                           |
|                         |                                            |
|                         | -   On large or complex problem reports:   |
|                         |                                            |
|                         | -   Business partner agrees that the       |
|                         |     problem is fixed.                      |
|                         |                                            |
|                         | -   Solution doesn\'t cause new problems   |
|                         |     which could have reasonably been       |
|                         |     foreseen.                              |
|                         |                                            |
|                         | -   Solution doesn\'t affect system        |
|                         |     performance.                           |
|                         |                                            |
|                         | -   Problem is fixed within agreed-upon    |
|                         |     estimate of person hours.              |
|                         |                                            |
|                         | -   Problem is fixed by agreed-upon        |
|                         |     deadline.                              |
+-------------------------+--------------------------------------------+
| **Satisfied business    | Supervisor hears business partners saying: |
| partners and agents**   |                                            |
|                         | -   The team leader takes the time to      |
|                         |     answer my questions or finds the right |
|                         |     person to answer the question.         |
|                         |                                            |
|                         | -   The team leader asked for my opinion   |
|                         |     and used it (or explained why it was   |
|                         |     not possible to use my idea).          |
|                         |                                            |
|                         | -   I was kept informed about the project  |
|                         |     status.                                |
|                         |                                            |
|                         | -   The team leader took my workload into  |
|                         |     account when setting the project       |
|                         |     schedule.                              |
|                         |                                            |
|                         | -   I was educated by the team leader to   |
|                         |     be able to participate fully in the    |
|                         |     project meetings.                      |
|                         |                                            |
|                         | -   I was involved only when I needed to   |
|                         |     be.                                    |
|                         |                                            |
|                         | -   The team leader knew when to involve   |
|                         |     resources outside the project team.    |
+-------------------------+--------------------------------------------+
| Productive project team | The supervisor is satisfied that:          |
|                         |                                            |
|                         | -   The team is meeting its deadlines.     |
|                         |                                            |
|                         | -   The team leader identifies and tries   |
|                         |     to solve performance problems.         |
|                         |                                            |
|                         | -   The team leader identifies team member |
|                         |     training needs.                        |
|                         |                                            |
|                         | -   Surveyed team members say:             |
|                         |                                            |
|                         | -   They know their assignments and        |
|                         |     deadlines.                             |
|                         |                                            |
|                         | -   They receive help when needed.         |
|                         |                                            |
|                         | -   The team leader removes barriers       |
|                         |     getting in the way of doing their      |
|                         |     assignments.                           |
|                         |                                            |
|                         | -   The team leader is available to answer |
|                         |     questions.                             |
|                         |                                            |
|                         | -   Their good performances are            |
|                         |     acknowledged and appreciated.          |
|                         |                                            |
|                         | -   They are provided training needed to   |
|                         |     do their assignments.                  |
|                         |                                            |
|                         | -   They understand how their assignments  |
|                         |     fit into the team\'s project and       |
|                         |     understand how the team members fit    |
|                         |     together.                              |
|                         |                                            |
|                         | -   The team leader encourages team        |
|                         |     communication and unity.               |
+-------------------------+--------------------------------------------+

DIRECTOR OF RESEARCH AND DEVELOPMENT

+-----------------------+----------------------------------------------+
| **Results**           | **Goals**                                    |
+-----------------------+----------------------------------------------+
| Aligned department    | General Manager agrees that:                 |
| resources             |                                              |
|                       | -   Research Services mission is aligned to  |
| -   Mission,          |     business needs and that department       |
|     strategy, and     |     missions exist and support Research      |
|     plans,            |     Services mission.                        |
|     established,      |                                              |
|     communicated, and | -   Established strategies are likely to     |
|     understood by the |     achieve the mission and are consistent   |
|     organization      |     with the corporate fiscal and human      |
|                       |     constraints and with Research Services   |
|                       |     values.                                  |
|                       |                                              |
|                       | -   Capital, facilities, manpower, and       |
|                       |     operating budget plans have buy-in by    |
|                       |     senior management, staff, and customers. |
+-----------------------+----------------------------------------------+
| Department            |                                              |
| organization          |                                              |
+-----------------------+----------------------------------------------+
| -   Physical assets   | General Manager is satisfied that the        |
|                       | Director has identified and prioritized      |
|                       | needed physical assets and has presented     |
|                       | clear, concise, and timely justification to  |
|                       | acquire these assets.                        |
+-----------------------+----------------------------------------------+
| -   Realigned         | General Manager agrees that the              |
|     organizational    | organizational structure supports the plan   |
|     structure         | to achieve the mission. (Any change fixes a  |
|                       | problem or provides a new capability a       |
|                       | customer is asking for.)                     |
|                       |                                              |
|                       | General Manager agrees that organizational   |
|                       | structure changes were correctly identified  |
|                       | as the preferred solution to problems and    |
|                       | the changes were effectively implemented.    |
+-----------------------+----------------------------------------------+
| -   Integration and   | General Manager agrees that critical         |
|     communication     | integration opportunities are identified and |
|     mechanisms        | integrating mechanisms (checklists,          |
|                       | procedures, performance standards, etc.) are |
|                       | in place within R&D to provide synergy in    |
|                       | attainment of the Research Services mission. |
|                       | R&D employees understand their obligation to |
|                       | achieve the integration.                     |
+-----------------------+----------------------------------------------+
| -   Budget decisions  | General Manager agrees that fiscal decisions |
|                       | were consistent with department strategies,  |
|                       | driven by sound need, cost effective, and    |
|                       | sensitive to the current economic            |
|                       | environment.                                 |
+-----------------------+----------------------------------------------+
| -   Safe work         | Exceeds = No injuries. Minor first aid cases |
|     environment       | = Meets+. Recordable injuries \" R&D injury  |
|                       | rate = Meets. Recordable injuries \> R&D     |
|                       | injury rate = Below expectations.            |
|                       |                                              |
|                       | No more than 15 to 20 safety inspection      |
|                       | citations/month.                             |
|                       |                                              |
|                       | No repeat safety inspection citations.       |
|                       |                                              |
|                       | General Manager is satisfied that safety     |
|                       | concerns have been addressed.                |
+-----------------------+----------------------------------------------+
| -   Quality process   | General Manager is satisfied that:           |
|     implementation    |                                              |
|                       | -   The Director R&D is personally focused   |
|                       |     on being responsive to customer needs    |
|                       |     and creating continuous improvement, and |
|                       |     has created subordinate performance      |
|                       |     measures that address these two factors. |
|                       |                                              |
|                       | -   The employees of R&D feel that the       |
|                       |     actions taken by the Director and rest   |
|                       |     of R&D value the quality process (i.e.   |
|                       |     promotions, work assignments, and        |
|                       |     recognition are based on demonstrating   |
|                       |     quality behaviors.).                     |
+-----------------------+----------------------------------------------+
| Productive human      | General Manager agrees that new employees    |
| resources             | make progress toward workforce diversity     |
|                       | goals (female, mid-level manager, minority   |
| -   Diverse workforce | mid-level managers, and minority senior      |
|                       | technologists).                              |
|                       |                                              |
|                       | General Manager (based on discussions with   |
|                       | female and minority staff) is satisfied that |
|                       | the Director has provided a supportive work  |
|                       | environment that recognizes the unique needs |
|                       | of a diverse workforce.                      |
+-----------------------+----------------------------------------------+
| -   List of           | General Manager agrees with the list of      |
|     replacement       | critical jobs. A back-up person is either    |
|     employees for     | ready to step into each critical job, or the |
|     critical jobs     | candidate is gaining agreed-to skills,       |
|                       | knowledge, and experience toward being ready |
|                       | to step in.                                  |
+-----------------------+----------------------------------------------+
| -   More              | General manager is satisfied that R&D        |
|     knowledgeable and | employee development plans are clearly       |
|     skilled employees | linked to performance improvement needs and  |
|                       | new skill development is driven by the       |
|                       | employee\'s interest in a given area or the  |
|                       | needs of the organization.                   |
+-----------------------+----------------------------------------------+
| -   Recognition and   | General Manager is satisfied that merit      |
|     rewards           | salary increases are differentiated based on |
|                       | performance (spread of increases between two |
|                       | percent and 12 percent).                     |
+-----------------------+----------------------------------------------+
| -   Priorities and    | Employees surveyed say :                     |
|     information       |                                              |
|                       | -   They understand the company\'s           |
| -   Provided          |     direction, the department and their work |
|     performance       |     units\' goals, and their role in         |
|     feedback          |     achieving these goals.                   |
|                       |                                              |
| -   Empowered         | -   They understand specifically what their  |
|     employees         |     supervisor expects of them.              |
|                       |                                              |
| -   Career            | -   They understand how well they are        |
|     development       |     performing and where they need to        |
|     information       |     improve.                                 |
|                       |                                              |
|                       | -   Their performance review accurately      |
|                       |     reflects their performance.              |
|                       |                                              |
|                       | -   Their concerns are heard and appropriate |
|                       |     steps are taken to address them.         |
|                       |                                              |
|                       | -   Their suggestions for improvements are   |
|                       |     expected and appreciated.                |
|                       |                                              |
|                       | -   They have the authority to make          |
|                       |     decisions and take actions to achieve    |
|                       |     the department\'s mission and they       |
|                       |     understand the limits of that authority. |
|                       |                                              |
|                       | -   They have the necessary tools and        |
|                       |     facilities to accomplish their work.     |
|                       |     Where they do not have what they need,   |
|                       |     they understand why.                     |
|                       |                                              |
|                       | -   They have the skills and knowledge they  |
|                       |     need to do their job or there is a plan  |
|                       |     to obtain such.                          |
|                       |                                              |
|                       | -   Their good performances are acknowledged |
|                       |     and appreciated.                         |
|                       |                                              |
|                       | -   Their supervisor knows their career      |
|                       |     interests.                               |
|                       |                                              |
|                       | -   They know the requirements for the       |
|                       |     positions they are preparing for.        |
|                       |                                              |
|                       | -   Every employee receives a performance    |
|                       |     appraisal at least once every 12 months. |
|                       |                                              |
|                       | -   Every employee receives two to three     |
|                       |     interim reviews each year, and           |
|                       |     performance plan changes and performance |
|                       |     problems are documented as needed.       |
|                       |                                              |
|                       | General Manager is satisfied that special    |
|                       | development plans exist for all high         |
|                       | performers, that corrective action plans     |
|                       | exist for all low performers, and that       |
|                       | progress is being made on these plans.       |
+-----------------------+----------------------------------------------+
| Critical decisions    | General Manager reviews a list of past       |
|                       | years\' decisions (concerning strategy,      |
| -   Strategy          | organizational structure, and personnel) and |
|     decisions         | a description of their expected outcomes and |
|                       | is satisfied that the:                       |
| -   Organizational    |                                              |
|     structure         | -   Success rate for the decisions was 60    |
|     decisions         |     percent to 75 percent.                   |
|                       |                                              |
| -   Personnel         | -   Overall impact of the decisions produced |
|     decisions         |     significantly positive results and       |
|                       |     reflected a good balance of risk and     |
|                       |     potential reward.                        |
+-----------------------+----------------------------------------------+
| Analytical services   | Customers say that:                          |
|                       |                                              |
| -   Routine and       | -   All analytical requests were handled by  |
|     non-routine       |     the analytical technology centers (ATCs) |
|     analyses          |     either directly or through outside labs, |
|                       |     or at the customers\' request, the ATCs  |
| -   Methods           |     provided advice on where the work could  |
|                       |     be done.                                 |
| -   Solutions to      |                                              |
|     problems          | -   They received the results by the         |
|                       |     agreed-upon completion date.             |
| -   New technology    |                                              |
|     introductions     | -   They were fully aware of the status of   |
|                       |     their work.                              |
|                       |                                              |
|                       | -   They were satisfied with the technical   |
|                       |     quality of the work.                     |
|                       |                                              |
|                       | -   General Manager agrees that the          |
|                       |     decisions to use internal vs. external   |
|                       |     resources to do analytical work          |
|                       |     maximized the value created by the ATCs. |
|                       |                                              |
|                       | -   General Manager agrees that the quality  |
|                       |     control standards are fully implemented  |
|                       |     and met, and the round robin and blind   |
|                       |     sample results are within the accepted   |
|                       |     standard deviations.                     |
|                       |                                              |
|                       | -   General Manager, consultants, and senior |
|                       |     technical staff say that the analytical  |
|                       |     capabilities are state-of-the-art in all |
|                       |     analytical areas currently critical to   |
|                       |     strategic R&D programs.                  |
|                       |                                              |
|                       | -   General Manager is satisfied that the    |
|                       |     ATCs have recognized, planned for, and   |
|                       |     requested support to meet the future     |
|                       |     analytical needs of all strategic R&D    |
|                       |     programs.                                |
+-----------------------+----------------------------------------------+
| Safety,               | General Manager and Senior R&D Management    |
| environmental, &      | are satisfied that:                          |
| toxicological         |                                              |
| services              | -   Policies support compliance with         |
|                       |     regulations, promote a safe and          |
| -   Policies          |     healthful work environment, are uniform, |
|                       |     clear, and concise, and are not          |
|                       |     considered trivial.                      |
+-----------------------+----------------------------------------------+
| -   Trained employees | Training is responsive to government         |
|                       | regulations, company policy, employee        |
|                       | interests, and deficiencies in safety        |
|                       | performance and that the training is         |
|                       | provided at a level consistent with the      |
|                       | resources supported by the customers.        |
+-----------------------+----------------------------------------------+
| -   Audits            | Safety audits are completed within           |
|                       | agreed-upon time frames and person-hours of  |
|                       | effort and focus on the areas agreed to in   |
|                       | the audit guidelines.                        |
+-----------------------+----------------------------------------------+
| -   Information to    | Line management received the manpower and    |
|     support line      | expertise to help it achieve compliance with |
|     management in the | federal, state, and local regulations. The   |
|     achievement of    | level of service is consistent with the      |
|     its Safety goals  | resources supported by the customers.        |
|     and environmental |                                              |
|     accountability    |                                              |
+-----------------------+----------------------------------------------+
| -   Interface with    | Relationships with local and regional        |
|     local and         | agencies are positive and constructive (and  |
|     regional agencies | not confrontational or adversarial) as       |
|     and professional  | judged by the General Manager.               |
|     organizations     |                                              |
+-----------------------+----------------------------------------------+

+-----------------------+----------------------------------------------+
| Instrumentation and   | General Manager agrees that the decisions to |
| equipment services    | use internal vs. external resources to do    |
|                       | instrumentation and equipment work maximize  |
| -   Designs           | the value created by instrumentation         |
|                       | department.                                  |
| -   Procurement       |                                              |
|     decisions         | Customers surveyed say they are satisfied    |
|                       | that the service provided met their needs,   |
| -   Constructed and   | it was delivered on time and within budget,  |
|     installed         | and that opportunities to review their       |
|     instruments and   | decisions occurred during the work.          |
|     equipment         |                                              |
|                       | General Manager is satisfied that the        |
| -   Repaired          | instrumentation department has acquired new  |
|     instruments and   | customers by proactively identifying needs   |
|     equipment         | and applying its expertise to these needs.   |
|                       |                                              |
| -   Functioning       | Novel products are protected with patents    |
|     instruments and   | that are not easily circumvented and can be  |
|     equipment         | reasonably policed, or the inventions are    |
|                       | hidden so that they cannot be reproduced by  |
|                       | a competitor.                                |
+-----------------------+----------------------------------------------+
| Lab support services  | General Manager is satisfied that:           |
|                       |                                              |
| -   Space allocation  | -   Space not being used for designed        |
|     decisions         |     purposes is identified and alternative   |
|                       |     arrangements to maximize space           |
|                       |     utilization are offered.                 |
|                       |                                              |
|                       | -   R&D Directors say Lab Services is        |
|                       |     responsive to their space needs and      |
|                       |     offers creative solutions to meet these  |
|                       |     needs.                                   |
+-----------------------+----------------------------------------------+
| Maintained R&D        | General Manager is satisfied that Lab        |
| buildings:            | Support Services takes initiative to keep    |
|                       | the buildings functional and in good         |
| -   Maintenance and   | appearance, and things are fixed before      |
|     repairs           | asked or before they become a problem.       |
|                       |                                              |
| -   Renovations       |                                              |
+-----------------------+----------------------------------------------+
| -   Plans created for | General Manager agrees that the plans for    |
|     new facilities    | new facilities are based on updated manpower |
|                       | projections, functional needs of R&D,        |
|                       | state-of-the-art technology in laboratory    |
|                       | design, and flexibility.                     |
+-----------------------+----------------------------------------------+
| -   Modifications to  | Customers surveyed say they are satisfied    |
|     existing          | that the lab modifications met their needs,  |
|     facilities        | were delivered on time and within budget,    |
|                       | and that opportunities to review their       |
|                       | decisions occurred during the work.          |
+-----------------------+----------------------------------------------+
| -   Waste management  | DER and EPA inspectors are satisfied that    |
|                       | the waste management facilities comply with  |
|                       | all applicable federal and state             |
|                       | regulations.                                 |
|                       |                                              |
|                       | Customers are satisfied that the facilities  |
|                       | meet their needs and the people who manage   |
|                       | the facilities are helpful.                  |
+-----------------------+----------------------------------------------+

SECRETARY

+-------------------------+--------------------------------------------+
| **Value-Added Results** | **Performance Standards**                  |
+-------------------------+--------------------------------------------+
| Typed documents         | Four to ten times/month document comes     |
|                         | back for changes due to secretary error.   |
+-------------------------+--------------------------------------------+
|                         | Two to five times/month document not       |
|                         | completed within agreed-upon deadline.     |
+-------------------------+--------------------------------------------+
|                         | Supervisor surveys typing customers and    |
|                         | hears that they received:                  |
|                         |                                            |
|                         | -   Typed material with no typos or        |
|                         |     incorrect data, with correct page      |
|                         |     formatting, and with few or no         |
|                         |     grammatical errors.                    |
|                         |                                            |
|                         | -   Documents within the agreed-upon       |
|                         |     deadlines.                             |
|                         |                                            |
|                         | -   Exceeds = Supervisor says that edited  |
|                         |     copy was improved by the secretary.    |
|                         |     Documents\' usefulness as a            |
|                         |     communication tool was enhanced by     |
|                         |     secretary-initiated formatting of key  |
|                         |     information such as bolding,           |
|                         |     indenting, etc.                        |
+-------------------------+--------------------------------------------+
| Drafted notes, memos,   | Supervisor says that the drafted/composed  |
| letters, and routine    | documents can be sent with only minor      |
| requests for            | changes.                                   |
| information             |                                            |
|                         | Exceeds = Drafts and composed documents    |
|                         | are produced with little or no up-front    |
|                         | instructions and can be sent with only     |
|                         | minor or no changes. Routine requests are  |
|                         | handled correctly without any supervisor   |
|                         | involvement.                               |
+-------------------------+--------------------------------------------+
| Prepared reports        | Budget submitted by due date.              |
|                         |                                            |
| -   Monthly Visa        | 1 time/month weekly calendar not prepared  |
|                         | and distributed prior to Wed. of week.     |
| -   Quarterly Board     |                                            |
|     Reports             | Boss OKs budget numbers by due date.       |
|                         |                                            |
| -   Annual budget       | Visa processed on time.                    |
|                         |                                            |
| -   Weekly calendar     |                                            |
+-------------------------+--------------------------------------------+
| Copies and faxes        | No complaints concerning timeliness of     |
|                         | photocopying.                              |
|                         |                                            |
|                         | Fax sent before end of day (or sooner if   |
|                         | required).                                 |
+-------------------------+--------------------------------------------+
| Sorted, prioritized,    | Supervisor satisfied that important mail   |
| logged, routed, and     | is highlighted and mail is correctly       |
| referred mail           | grouped by importance.                     |
|                         |                                            |
|                         | Exceeds = Supervisor never receives mail   |
|                         | that could have been handled by someone    |
|                         | else.                                      |
+-------------------------+--------------------------------------------+
| Processed follow-up     | 1 incident/month where follow-up is not    |
| file                    | received on time.                          |
|                         |                                            |
|                         | 3-5 times/month mail is not processed      |
|                         | immediately after each mail delivery.      |
+-------------------------+--------------------------------------------+
| Travel arrangements and | Supervisor surveys travelers and judges    |
| itineraries             | the following:                             |
|                         |                                            |
|                         | -   Arrangements match what was requested  |
|                         |     (seating, tickets correct, etc.).      |
|                         |                                            |
|                         | -   Reservations exist for hotels, cars,   |
|                         |     etc.                                   |
|                         |                                            |
|                         | -   Itineraries are complete.              |
|                         |                                            |
|                         | -   Expense reports are completed and      |
|                         |     audited.                               |
+-------------------------+--------------------------------------------+

+-------------------------+--------------------------------------------+
| Meetings ready to run   | Participants say everything was available  |
|                         | for the meeting.                           |
| -   Prepared materials  |                                            |
|                         | Meetings run smoothly without the          |
| -   Scheduled           | participants having to leave the meeting   |
|     conference rooms    | to solve problems.                         |
|                         |                                            |
| -   Arranged            | Supervisor says that:                      |
|     refreshments        |                                            |
|                         | -   Meetings were set up in a timely       |
| -   Obtained equipment  |     manner, considering the availability   |
|                         |     and necessity of participants.         |
|                         |                                            |
|                         | -   Participants received the necessary    |
|                         |     background material for the meeting in |
|                         |     a timely manner.                       |
|                         |                                            |
|                         | -   A meeting room, audio-visual (A/V)     |
|                         |     equipment, and refreshments were       |
|                         |     provided as requested (and canceled,   |
|                         |     if the meeting was canceled).          |
|                         |                                            |
|                         | Exceeds = Meeting materials and            |
|                         | arrangements were provided with no         |
|                         | supervision.                               |
+-------------------------+--------------------------------------------+
| Up to date calendar     | Supervisor says:                           |
|                         |                                            |
|                         | -   The Secretary can locate               |
|                         |     managers/staff when needed.            |
|                         |                                            |
|                         | -   All meetings are logged with minimal   |
|                         |     supervisor involvement.                |
|                         |                                            |
|                         | -   No meetings were missed by the         |
|                         |     Supervisor because they weren\'t on    |
|                         |     the calendar.                          |
|                         |                                            |
|                         | -   Calendar is always up-to-date.         |
|                         |                                            |
|                         | -   Critical meetings are highlighted.     |
|                         |                                            |
|                         | -   Necessary information for the meeting  |
|                         |     is obtained from others as needed.     |
|                         |                                            |
|                         | -   Meeting schedulers say your supervisor |
|                         |     is available for meetings.             |
+-------------------------+--------------------------------------------+
| Screened phone calls    | Supervisor surveys callers and hears that: |
|                         |                                            |
|                         | -   Secretary gives the caller what was    |
|                         |     asked for instead of just taking a     |
|                         |     message.                               |
|                         |                                            |
|                         | -   Secretary is helpful and courteous in  |
|                         |     handling the calls.                    |
|                         |                                            |
|                         | -   Phone is always answered within three  |
|                         |     rings and is never left unattended     |
|                         |     within the department\'s definition of |
|                         |     \"business hours.\"                    |
|                         |                                            |
|                         | -   Supervisor receives few calls/messages |
|                         |     that someone else could have handled.  |
|                         |                                            |
|                         | -   Supervisor surveys recipients of       |
|                         |     messages and hears that detailed       |
|                         |     messages are always received promptly  |
|                         |     including, date, name, phone number of |
|                         |     caller, and reason for call.           |
|                         |                                            |
|                         | Exceeds = Callers receive more useful      |
|                         | information than they asked for and were   |
|                         | offered alternatives for satisfying their  |
|                         | requests.                                  |
+-------------------------+--------------------------------------------+

+-------------------------+--------------------------------------------+
| Presentation materials  | Supervisor satisfied that:                 |
|                         |                                            |
|                         | -   No typos in materials.                 |
|                         |                                            |
|                         | -   Appearance is good (handout copies are |
|                         |     clean, tabs are correct and neat,      |
|                         |     overheads or slides have consistent    |
|                         |     design).                               |
|                         |                                            |
|                         | -   Supervisor instructions were required  |
|                         |     only at the start of the job.          |
|                         |                                            |
|                         | Exceeds = Secretary selects appropriate    |
|                         | format and collects data as needed without |
|                         | supervisor involvement.                    |
+-------------------------+--------------------------------------------+
| **Responses to E-Mail   | Supervisor surveys customers and hears     |
| and Voice Mail          | that messages are responded to promptly    |
| messages**              | and correct information is provided.       |
|                         |                                            |
|                         | Exceeds = Customers receive more useful    |
|                         | information than they asked for and were   |
|                         | offered alternatives for satisfying their  |
|                         | requests.                                  |
+-------------------------+--------------------------------------------+
| Completed and signed    | Payroll department has sheets by 10:30 AM  |
| payroll                 | on required day.                           |
+-------------------------+--------------------------------------------+
| Arranged conference     | Participants have not missed any calls     |
| calls                   | because they were not notified.            |
+-------------------------+--------------------------------------------+
| Organized files         | Two to five times/month someone goes to    |
|                         | the files and can\'t find what they\'re    |
|                         | looking for.                               |
|                         |                                            |
|                         | Supervisor surveys file customers who say  |
|                         | that they can find what they\'re looking   |
|                         | for and that the file index is up-to-date. |
|                         |                                            |
|                         | Supervisor is satisfied that the Secretary |
|                         | can retrieve information quickly from the  |
|                         | files.                                     |
|                         |                                            |
|                         | Supervisor is satisfied that only          |
|                         | necessary information is in the department |
|                         | files (other information is stored in      |
|                         | Stored Records, other departments\' files, |
|                         | or is discarded).                          |
|                         |                                            |
|                         | Every 10-14 months files are cleaned out   |
|                         | and critical information is sent to Stored |
|                         | Records. Stored Records files are cleaned  |
|                         | out and only critical information is kept. |
|                         |                                            |
|                         | Stored Records journal is up-to-date and   |
|                         | accurate.                                  |
+-------------------------+--------------------------------------------+
| Accurate tickler file   | One to two times/quarter that some         |
|                         | follow-up item \"falls through the         |
|                         | cracks\".                                  |
+-------------------------+--------------------------------------------+
| Completed special       | (To be agreed-upon when project is         |
| projects                | assigned.)                                 |
+-------------------------+--------------------------------------------+
| Department supplies     | Users of supplies say that the supplies    |
|                         | are:                                       |
|                         |                                            |
|                         | -   Available when needed (except for      |
|                         |     last-minute large orders).             |
|                         |                                            |
|                         | -   Arranged in an orderly manner and are  |
|                         |     easy to find.                          |
+-------------------------+--------------------------------------------+
| Up to date spreadsheets | Five to ten entry errors/year.             |
| and databases           |                                            |
|                         | Users satisfied that the spreadsheet or    |
| -   Entered data        | database does what they want it to do.     |
|                         |                                            |
| -   Printed reports     | Exceeds = Secretary suggests               |
|                         | spreadsheet/database applications to       |
| -   Spreadsheets and    | department employees before they are       |
|     database designs    | requested and employees use the suggested  |
|                         | spreadsheet/database.                      |
+-------------------------+--------------------------------------------+
| Back-up support         | Supervisor satisfied with back-up          |
|                         | secretarial support.                       |
| -   Desk reference      |                                            |
|     manual updates      | Back-up secretary familiar with your job   |
|                         | responsibilities and where things are      |
| -   Organized work      | located.                                   |
|     station             |                                            |
|                         |                                            |
| -   Trained back-up     |                                            |
|     person              |                                            |
+-------------------------+--------------------------------------------+

+-------------------------+--------------------------------------------+
| Comfortable visitors    | Supervisor satisfied with what the visitor |
|                         | says about how the secretary handled them  |
|                         | (complaints or compliments).               |
|                         |                                            |
|                         | Supervisor surveys a sample of visitors    |
|                         | and is satisfied that the visitors were    |
|                         | greeted in a timely and courteous manner   |
|                         | and requests for help were satisfied.      |
|                         |                                            |
|                         | Exceeds = Many visitors offer unsolicited  |
|                         | compliments to the supervisor on the       |
|                         | secretary\'s helpfulness.                  |
+-------------------------+--------------------------------------------+
| Answers to customer     | Two to four justified complaints/year from |
| questions and requests  | customers.                                 |
|                         |                                            |
| -   Product information | Supervisor surveys customers and hears     |
|                         | that:                                      |
| -   Product literature  |                                            |
|                         | -   They received what they asked for,     |
| -   Pricing information |     even when the request changed.         |
|                         |                                            |
| -   Answers to          | -   They were helped immediately and were  |
|     questions           |     not referred to someone else           |
|                         |     unnecessarily. The Secretary then      |
|                         |     followed up with the customer to make  |
|                         |     sure the customer\'s request was       |
|                         |     satisfied.                             |
|                         |                                            |
|                         | -   If a referral was necessary, they were |
|                         |     introduced to the appropriate person,  |
|                         |     not just directed there, and the       |
|                         |     request was communicated to the        |
|                         |     appropriate person by the Secretary.   |
|                         |                                            |
|                         | -   No complaints for poor service were    |
|                         |     received.                              |
|                         |                                            |
|                         | Exceeds = Customers received more than     |
|                         | they asked for and were offered viable     |
|                         | alternatives for satisfying their          |
|                         | requests.                                  |
+-------------------------+--------------------------------------------+
| Co-workers informed of  | Supervisor surveys co-workers and hears    |
| information they need   | that the secretary:                        |
| to know                 |                                            |
|                         | Communicates up, down, and across to keep  |
|                         | them informed of the departmental/company  |
|                         | information that they need to conduct      |
|                         | their work.                                |
|                         |                                            |
|                         | Recognizes what information is sensitive   |
|                         | and maintains the necessary                |
|                         | confidentiality.                           |
|                         |                                            |
|                         | Exceeds = Secretary correctly decides,     |
|                         | with minimal supervision, who needs to     |
|                         | receive which information and how the      |
|                         | information should be distributed (e.g.    |
|                         | hand-carries critical information).        |
+-------------------------+--------------------------------------------+

TRAINING COORDINATOR

+-----------------------+----------------------------------------------+
| **Results/Weights**   | **Goals**                                    |
+-----------------------+----------------------------------------------+
| Certified programmers | Supervisors of certified programmers say     |
| (30%)                 | that the employee:                           |
|                       |                                              |
| -   Trained           | -   Could handle their assignments right     |
|     programmers       |     away.                                    |
|                       |                                              |
| -   Hiring            | -   Didn\'t bother co-workers and supervisor |
|     recommendations   |     for covered objectives.                  |
|                       |                                              |
| -   Training          | -   Skill/knowledge assessment was accurate. |
|     materials         |                                              |
|                       | Exceeds = Manager of Training is satisfied   |
|                       | that the Supervisors of programmers feel     |
|                       | that the certified programmers are being     |
|                       | trained better than could be expected.       |
|                       |                                              |
|                       | Average of 18 to 25 working days to complete |
|                       | Phase I training.                            |
|                       |                                              |
|                       | Average of 18 to 23 working days to complete |
|                       | Phase II training.                           |
|                       |                                              |
|                       | Average of 10 to 15 working days to complete |
|                       | Phase III training.                          |
|                       |                                              |
|                       | Recommended trainees complete the training   |
|                       | within the above standards.                  |
|                       |                                              |
|                       | Supervisor of the programmer and certified   |
|                       | programmer say that the topics covered match |
|                       | what is needed on the job.                   |
+-----------------------+----------------------------------------------+
| Functioning           |                                              |
| performance           |                                              |
| management system     |                                              |
| (20%)                 |                                              |
+-----------------------+----------------------------------------------+
| -   Oriented          | Supervisor is satisfied that the employees   |
|     employees         | understand what was said and got all of      |
|                       | their questions answered during or after the |
|                       | session.                                     |
|                       |                                              |
|                       | Orientation meetings and make-ups completed  |
|                       | by deadline.                                 |
+-----------------------+----------------------------------------------+
| -   Trained           | Overall rating of 3.5 to 4.0 on trainer      |
|     supervisors and   | effectiveness.                               |
|     employees         |                                              |
|                       | All trainees meet all learning objectives.   |
|                       |                                              |
|                       | Training completed by deadline.              |
+-----------------------+----------------------------------------------+
| -   Supervisors and   | 70% to 80% trainees meet all follow-up       |
|     employees using   | objectives.                                  |
|     what they have    |                                              |
|     learned           | Exceeds = 20% to 30% of supervisors able to  |
|                       | document measurable performance              |
|                       | improvements.                                |
|                       |                                              |
|                       | Follow-up completed by deadline.             |
+-----------------------+----------------------------------------------+
| -   Trained new       | All new employees and supervisors get Phase  |
|     supervisors and   | I training within three months of hearing of |
|     employees         | hiring/promotion.                            |
+-----------------------+----------------------------------------------+
| Trained employees     | Overall rating of 3.5 to 4.0 on trainer      |
| (15%)                 | effectiveness.                               |
|                       |                                              |
| -   Management and    |                                              |
|     supervisory       |                                              |
|     training          |                                              |
+-----------------------+----------------------------------------------+
| -   Personal computer | All trainees meet all learning objectives    |
|     training          | during the session or a remedial session.    |
|                       |                                              |
| -   Employment Equity | Exceeds = Supervisors or managers request    |
|     training          | this particular trainer by name for future   |
|                       | training programs.                           |
+-----------------------+----------------------------------------------+
| -   Sales training    | Training completed by deadline.              |
+-----------------------+----------------------------------------------+
| -   Training records  | 100% of attendance sheets and 70% to 80% of  |
|     up-to-date        | evaluation data entered into system within   |
|                       | two weeks after training.                    |
+-----------------------+----------------------------------------------+

+-----------------------+----------------------------------------------+
| **Training plans      | Internal customers agree that plan will meet |
| (10%)**               | their needs and commits dollars and trainee  |
|                       | time.                                        |
|                       |                                              |
|                       | Supervisor satisfied that the training plan  |
|                       | contains standard components, has realistic  |
|                       | timelines and objectives, is based on input  |
|                       | from representative sample, and is           |
|                       | consistent with corporate long-range goals,  |
|                       | objectives, and philosophy.                  |
|                       |                                              |
|                       | Exceeds = Training curriculum is entered     |
|                       | into Training Information Management System  |
|                       | (TIMS) by specified date.                    |
|                       |                                              |
|                       | Meet agreed-upon deadline for first approved |
|                       | draft.                                       |
+-----------------------+----------------------------------------------+
| **Job aids (8%)**     | Client likes and uses job aid.               |
|                       |                                              |
|                       | Performance problem was solved.              |
|                       |                                              |
|                       | Exceeds = Clients are willing to accept a    |
|                       | job aid instead of the training they         |
|                       | initially requested, or they request job     |
|                       | aids directly.                               |
+-----------------------+----------------------------------------------+
| **Customer service    | Supervisor is satisfied that the manual:     |
| manual (5%)**         |                                              |
|                       | -   Covers all job dimensions.               |
|                       |                                              |
|                       | -   Has all standard components.             |
|                       |                                              |
|                       | -   Customer service supervisor says the     |
|                       |     document is useful.                      |
|                       |                                              |
|                       | Exceeds = Training Coordinator initiates     |
|                       | this type of manual in another department.   |
+-----------------------+----------------------------------------------+
| **Cross-trained       | 60% to 80% trainees meet all learning        |
| analysts (5%)**       | objectives.                                  |
|                       |                                              |
|                       | Trainee\'s supervisors satisfied with        |
|                       | analysts\' improvement in their ability to   |
|                       | communicate with programmers and solve minor |
|                       | problems without a programmer.               |
+-----------------------+----------------------------------------------+
| **Training facility   | Supervisor is satisfied that:                |
| ready for training    |                                              |
| (5%)**                | -   The training room is ready for training  |
|                       |     when needed.                             |
|                       |                                              |
|                       | -   Materials are available.                 |
|                       |                                              |
|                       | -   Needed resources have been communicated. |
+-----------------------+----------------------------------------------+
| **Useful              | Supervisor is satisfied that:                |
| documentation manuals |                                              |
| (2%)**                | -   The bulk of the work is done by the new  |
|                       |     documentation specialist.                |
|                       |                                              |
|                       | -   No more than one day/month spent on the  |
|                       |     project.                                 |
+-----------------------+----------------------------------------------+
| -   Improvements to   | Exceeds = Training coordinator\'s work wins  |
|     Training          | award and or recognition from some           |
|     Department        | professional group.                          |
|     process           |                                              |
|                       | Exceeds = Training Coordinator initiates an  |
|                       | unasked-for improvement in the efficiency or |
|                       | effectiveness of the department\'s training  |
+-----------------------+----------------------------------------------+

CORPORATE TRAINING DIRECTOR

+-----------------------+----------------------------------------------+
| **Results /Weights**  | **Goals**                                    |
+-----------------------+----------------------------------------------+
| More productive       | (Shared with line management) 50% to 70% of  |
| employees             | managers say the following about the         |
|                       | employee\'s on-the-job performance (after    |
|                       | completing their learning opportunities):    |
|                       |                                              |
|                       | -   The amount of observed production gain   |
|                       |     was worth more than the resources        |
|                       |     allocated.                               |
|                       |                                              |
|                       | -   The employee can do new job functions.   |
|                       |                                              |
|                       | -   The employee can do their job functions  |
|                       |     in less time.                            |
|                       |                                              |
|                       | -   The employee is able to make judgments   |
|                       |     more like those a supervisor would make. |
|                       |                                              |
|                       | -   Average of 3 to 6 months cycle time from |
|                       |     request to delivery.                     |
+-----------------------+----------------------------------------------+
| Employees who meet    | 75% to 90% of employees meet their learning  |
| learning objectives   | objectives at the end of the learning        |
|                       | opportunity.                                 |
| -   Computer-based    |                                              |
|     training          | Actual department expenditures are ± 5% to   |
|                       | 10% of estimated budget.                     |
| -   Technical         |                                              |
|     training          | 98% to 99% of projects, the employees        |
|                       | receive the training by the agreed-upon      |
| -   Employee training | schedule or deadline.                        |
+-----------------------+----------------------------------------------+
| More competent        | X% to Y% of managers exhibit the minimum     |
| managers              | core leadership competencies.                |
+-----------------------+----------------------------------------------+
| Information to        | 85% to 90% of users of research resources    |
| support business      | say that the corporate library has the       |
| objectives            | information resources and services they need |
|                       | to support their business objectives.        |
| -   Database searches |                                              |
|     and reports       | Actual corporate library expenditures are ±  |
|                       | 5% to 10% of estimated budget.               |
| -   Periodicals and   |                                              |
|     books             |                                              |
|                       |                                              |
| -   Audio-visual and  |                                              |
|     multimedia        |                                              |
|     materials         |                                              |
+-----------------------+----------------------------------------------+
| Employees who are     | 85% to 95% of employees in a downsized area  |
| able to develop their | say they were helped to find another job.    |
| own career plan and   |                                              |
| manage their career   | Management is satisfied with the number of   |
|                       | employees in a downsized area who are placed |
|                       | inside the company.                          |
+-----------------------+----------------------------------------------+
| Core leadership       | The current management training programs are |
| practices which are   | reviewed and updated to reflect the core     |
| integrated into all   | leadership practices.                        |
| corporate training    |                                              |
| and development       |                                              |
| programs              |                                              |
+-----------------------+----------------------------------------------+
| Training function     | Line management is satisfied that the        |
| which is aligned with | Corporate Training and Development (CT&D)    |
| business strategies   | Department has staff who are knowledgeable   |
|                       | about critical topic areas and have current  |
|                       | T&D skills to meet their business needs.     |
|                       |                                              |
|                       | Line management volunteers information about |
|                       | future business and training needs without   |
|                       | CT&D asking.                                 |
|                       |                                              |
|                       | CT&D has the capacity to meet line           |
|                       | management\'s deadlines for training         |
|                       | interventions.                               |
+-----------------------+----------------------------------------------+

+-----------------------+----------------------------------------------+
| Functioning education | No more than 1-2 complaints per year are     |
| center                | escalated to upper management.               |
|                       |                                              |
|                       | Actual education center expenditures are ±   |
|                       | 5% to 10% of estimated budget.               |
+-----------------------+----------------------------------------------+
| Motivated and         | The VP HR is satisfied that:                 |
| productive            |                                              |
| subordinates (20%)    | -   All employees have written performance   |
|                       |     standards.                               |
|                       |                                              |
|                       | -   All employees know how they\'re doing    |
|                       |     compared with their standards.           |
|                       |                                              |
|                       | -   All employees receive at least one       |
|                       |     informal interim review per year.        |
|                       |                                              |
|                       | -   All employees receive an annual written  |
|                       |     performance appraisal.                   |
|                       |                                              |
|                       | -   All employees are meeting their          |
|                       |     performance standards or there is a      |
|                       |     performance improvement plan in place.   |
|                       |                                              |
|                       | -   A reward and recognition system exists   |
|                       |     and there is evidence of using the       |
|                       |     system.                                  |
|                       |                                              |
|                       | -   Salary increases are differentiated      |
|                       |     based on performance.                    |
+-----------------------+----------------------------------------------+
|                       | Surveyed subordinates say:                   |
|                       |                                              |
|                       | -   They understand the company\'s           |
|                       |     direction, department\'s goals, and      |
|                       |     their role in achieving these goals.     |
|                       |                                              |
|                       | -   They understand specifically what their  |
|                       |     supervisor expects of them.              |
|                       |                                              |
|                       | -   They understand how well they are        |
|                       |     performing and where they need to        |
|                       |     improve.                                 |
|                       |                                              |
|                       | -   They have the necessary authority to     |
|                       |     perform their job.                       |
|                       |                                              |
|                       | -   Their performance appraisal accurately   |
|                       |     reflects their performance.              |
|                       |                                              |
|                       | -   They have the skills and knowledge they  |
|                       |     need to do their jobs or there is a plan |
|                       |     to obtain them.                          |
|                       |                                              |
|                       | -   Their good performances are acknowledged |
|                       |     and appreciated.                         |
|                       |                                              |
|                       | -   Their decisions are not reversed without |
|                       |     reason or explanation and their          |
|                       |     suggestions are taken seriously.         |
+-----------------------+----------------------------------------------+