United States

Department of

Agriculture

Rural

Development

Administration

Research

Report 136

Performance
Abstract

Appraising Manager Performance

Galen W.Rapp, Education/Member Relation Program Area

Rural Development Administration

Cooperative Services

AG BOX 3255

Washington, D.C. 20250-3255

A major duty of the board of directors is to hire and appraise the performance

of the cooperative’s manager. In the past, this responsibility was recognized primarily by directors of larger cooperatives. Today, directors of all cooperatives

recognize the importance and necessity for objectively appraising the manager’s performance. Many smaller cooperatives don’t have the advantage of a personnel department to implement a program of appraisal or provide the training

to productively conduct the appraisal. The publication is a selection of proven

tools from multiple sources. It provides every cooperative with the necessary

tools to implement and conduct a proper system for evaluation.

Keywords: performance appraisal, job description, position standards, evaluation, objectives, goals, and review.

RDA-Cooperative Services

Cooperative Information Report 136, September 1994

Price: Domestic-$5; foreign $5.50
Preface

Performance appraisal is a topic receiving much attention in management circles today . Regional cooperatives and larger centralized local cooperatives

have used both outside and internal expertise to perform this function. Today,

the boards of directors of many cooperatives of all sizes and types are recognizing the need for a formal and effective program to measure management performance. Performance appraisal is a valuable tool for recognizing managements

strengths and weakness, developing management talents, and is an essential

part of a cooperative’s business planning .

In some states, programs designed for teaching this technique are being offered

to cooperative directors. The State cooperative councils, in conjunction with

regional cooperatives, have prepared instructional packages and suggested

forms for a practical and effective approach.

Parts of the material in this publication were gathered from the workshops and

seminars offered in the upper Midwest and Plains states. Regional cooperatives

and national cooperative trade associations also contributed.

Multiple examples of the various components of a system for effective performance appraisal are offered in the publication. The various components include

sample job descriptions, standards of performance, evaluation forms, and suggestions for conducting the appraisal interview. Each board of directors and its

management must design a program best suited for their organization.
Contents

PERFORMANCE APPRAISAL

Establishing Appraisal Routine

Importance of a Job Description

MANAGER’S JOB DESCRIPTION

Purpose

Scope of Responsibilities

Business Functions of the Manager

Assisting the Board of Directors

Reaching an Understanding

MANAGEMENT EVALUATION

Definition and Description

Standards for the Key Planning Area

Standards for Position

Preparation of Standards

Tools for Preparation of Standards

Developing Standards

Benefits of Standards

DIFFERENCES BETWEEN STANDARDS AND POSITION DESCRIPTIONS

STANDARDS FOR ASSISTING THE BOARD

Board of Directors

Sample Responsibilites and Performance Standards

Performance Standards

STANDARDS FOR OPERATING RESPONSIBILITIES

Sample Performance Standards

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Contents

Key Planning Area

MANAGEMENT DEVELOPMENT STANDARDS

Appraisal Process

MANAGER’S JOB PERFORMANCE

Appraisal Worksheet

Organization and Management

Personnel Management

Business Development and Representation

Operations Administration and Supervision

Financial Administration

MANAGEMENT ASSESSMENT QUESTIONNAIRE

GENERAL MANAGER APPRAISAL REPORT

APPENDIX A

SAMPLE JOB DESCRIPTION I

SAMPLE JOB DESCRIPTION II

APPENDIX B

PERFORMANCE APPRAISAL-SAMPLE I

PERFORMANCE APPRAISAL -SAMPLE II

PERFORMANCE APPRAISAL-SAMPLE III

PERFORMANCE APPRAISAL PLAN (FORM)

PERFORMANCE APPRAISAL EVALUATION (FORM)

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111
APPRAISING MANAGER PERFORMANCE

PERFORMANCE APPRAISAL

The board is responsible for periodically appraising the manager’s performance for two reasons.

First, the appraisal is a control measure the board

can use to determine if its policies can be, and are

being, followed.

Second, a manager has a right to expect a periodic

appraisal and review which includes plans for

changes and improvements.

The real purpose of an appraisal is not to judge the

person, but develop a program that will permit

improved performance and achieve the manager’s

full potqntial.

Establishing Appraisal Routine

Unless the board formalizes its appraisal of the

manager, an unreliable “general judgement” will

result. “General judgements” of the manager’s performance are given by customers, employees, and

directors as individuals, often with bias and misinformation. Managers can’t avoid performance

appraisal. Board appraisals must be objective and

avoid dependence on vague and fragmented

“impressions.”

Here are some steps to assure positive results. First,

the board must accumulate available facts related

to the manager’s performance. Sales dollar volume,

earnings, adherence to budgets, and ratios can all

be objectively determined. Except for consideration

given to moderating circumstances like weather,

shortages, and economic recessions, such items

should not be “appraised,” but merely determined

and weighed against the final results.

The most difficult part of an evaluation is appraising characteristics that cannot be measured by reference to personnel,.sales, or marketing records.

During the past 60 years, hundreds of performance

appraisal plans have been devised and tried in

business and industry. They have been built on

such widely varying bases as phrenology (an analytical method based on the idea that certain mental faculties and characteristic are indicated by the

configuration of a person’s skull) and pure intuition. No perfect system has yet been devised

because of the variety and unpredictability of

human nature. Nevertheless, a good performance

appraisal plan can result in sound and reliable

judgement of how a manager is performing and,

most important, yield productive and tangible

results.

The only “ideal” system permits the board to come

up with a valid and informed judgement, a system

both the board and the manager can understand

and accept.

A board that is adopting a manager performance

appraisal plan for the first time should stick to a

rather simple, easily interpreted system. A sample

of two types of simpler appraisal forms is shown

on pages 32-36 and in Appendix B, samples I and

II. A more involved system is shown in Appendix,

sample III. This system requires considerable planning by the board and the manager.

The starting point for designing any appraisal plan

is the job description. A manager should be told

what to expect in the way of performance and relationships. Because these terms are clearly outlined

in a good job description, an appraisal which starts

1
here has a good chance of being realistic, fair, and

reliable.

Importance of a Job Description

Keeping the job description current is the joint

responsibility of the board and the manager. A job

description is a written definition of the authority

and responsibility delegated by the board to the

manager. It reflects the unique duties that make the

manager’s job different from any other at the cooperative. A thoughtful job description not only

serves as a daily operating guide, but also in hiring

and appraising.

MANAGER’S JOB DESCRIPTION

Purpose

A job description is a written definition of the

responsibilities entrusted to a position. This

description also indicates the authority given to the

person who holds the position. Descriptions reflect

the unique duties of each job.

Job descriptions are one of the most frequently

used management tools in American business.

They become popular because:

1. Job descriptions list duties that must be performed to accomplish objectives. They provide a

picture of how a manager and employees are

trying to achieve the objectives.

2. Descriptions are used to matching job candidates with the job’s duties. It is easier to match

an applicant’s qualifications with the job’s

responsibilities if skills are appropriately

defined on a description.

3. Job descriptions are also a tool for appraising

performance. An objective evaluation is simplified if the basic duties are clearly defined.

4. Initiative, authority, and responsibility may be

duplicated if a system of checks and balances is

not developed. A job description is one of the

best methods to define the limits of initiative,

authority, and responsibility.

5. Salary administration programs often use labor

market surveys to compare wage rates for similar jobs. But, accurate and up-to-date job

descriptions must be in place for sound comparisons.

Scope of Responsibilities

The general manager is responsible to the board for

the operation of the cooperative. The duties of the

general manager are contained in two general categories.

1. Operations which include all of the business

functions of the cooperative.

2. Reporting to and assisting the board in carrying

out its responsibilities.

The board’s policies direct the cooperative. These

policies go to the manager as instructions from a

unified voice. In case of disagreement on the board,

a majority establishes policy for the manager to follow.

Business Functions of the Manager

The business functions a general manager performs

in carrying out board policy should include:

A. Hiring, training, assigning work, setting wages

within the range of board policy, and directing

the employees needed to carry out all work

activities.

B. Supply and marketing policies

C. Inventory control

D. Service procedure and policy

E. Delivery policies

F. Financial management

G. Sales/marketing management

2
H. Equipment maintenance

It is difficult to rank the duties of a general manager in order of importancebut most agree that hiring the best possible personnel, assigning them to

positions where they can perform best, and managing the finances of the cooperative are the most

important.

Today’s cooperatives have a substantial investment

in plant, equipment, and inventories. As the cooperative grows, productivity of each employee

becomes a important factor in its performance.

A general manager must be a competent leader and

motivate employees to perform at their best.

He/she must be able to place the right people in

the right job, be able to evaluate the.ir performance,

and assess their ability.

Employees must be challenged and rewarded for

performance. The skilled managers knows that

rewards are not only monetary but also include

recognition, both public and private. And it often

means the employee should be given additional

responsibility.

Interest expense, plus the traditionally low margins

in the items handled by cooperatives, demands

that the manager must be skilled in regulating the

flow of money in and out of the cooperative and

understand the need for members equity capital,

working capital, net earnings (savings or profits),

and quick turnover for a positive cash flow.

The manager must be an effective communicator.

Most of the time, all work functions will be accomplished by employees. The general manager must

clearly communicate so the planned work will be

accomplished. Goals and controls must be effectively established so the entire organization will

work as a team.

Directors should know what’s expected of the manager so they can evaluate performance and select a

new manager if necessary

Assisting the Board of Directors

The general manager assists the board with its

responsibilities in the these areas:

A. Schedule and arrange board meetings

B. Prepare the board meeting agenda.

C. Prepare, explain, and interpret financial statements such as the:

1. Balance sheet

2. Operating statement

3. Source and use of funds statement

4. Statement of cash flow

5. Accounts receivable aging

6. Grain open position report

7. Departmental operating statements (if the

cooperative has departments and/or branches)

8. Ratios to evaluate financial position and opera ting efficiency.

D. Prepare short- and long-term plans:

1. Annual financial budget

2. Three-to-five-year strategic plan including

projected operating statements and balance

sheets showing cash flow and changes in

members’ equity

3. Preparation of projections for additions and

replacement of fixed assets

E. Develop member and public relations programs:

1. Annual meetings

2. Special member meetings

3
I

3. Newsletter preparation and distribution

4. Annual business report preparation

5. Participation in local community activities

F. Establish legal activities:

1. Interpretation and distribution of articles of

incorporation and bylaws

2. Compliance with local, State, and Federal regulations concerning taxes, licensing, compliance, quality control, and maintaining safety

requirements

G. Prepare operating and control policies for the

board’s consideration:

1. Credit policies

2. Sales policies

3. Delivery policies

4. Storage policies

5. Personnel policies

6. Equity retirement policies

7. Board activity and remuneration

H. New director orientation

I. Participate in regional cooperative and trade

association activities

Reaching an Understanding

Does our manager understand the difference

between board and management responsibilities?

When hiring a new manager, ask candidates for

their opinion about separation of duties.

In either cases, board members must know where

they stand and if any problems are likely to develop in this area. The importance of separate responsibilities must not be underestimated. It’s the foundation of board-manager cooperation. Boards or

managers, who create or allow an adversial relationship to exist, will by this action alone, impede

the progress of the cooperative in serving its members. Likewise, a manager’s attitude toward

employees may be more important than product

knowledge when making an evaluation or a selection.

Cooperative board members are expected to spend

only a small part of their time exercising their

trusteeship of the cooperative. Day-to-day operations of the cooperative are delegated to the general manager, who usually delegates subordinates.

Board members must recognize that it’s difficult, if

not impossible, for an individual to serve more

than one boss. This means directors must confine

their authority to board meeting decisions.

The board and manager have the responsibility to

assist each other and be interested in their mutual

professional development.

Management appraisal by boards should be as

objective as possible. Finding fault for use as

ammunition to restrict pay increases or to support

a different point of view is not being objective. The

appraisal is needed to guide development. The

board that fails to appraise is a neglecting its duty.

Sample descriptions of a cooperative manager’s job

is given in Exhibit A. A good job description accurately reflects the objectives, responsibilities,

duties, and relationships of the specific job. A sample description can provide only a format for what

might be included in a good position description.

MANAGEMENT EVALUATION

Definition and Description

A performance standard is a statement of the conditions that will prevail when a job is well done.

The standards are common in business. Tasks have

been measured for years by accomplishments and

results of the conditions after completion. The dif4
ficulty rises in reaching a mutual understanding

between board and manager as to desired results.

This example of a feed salesperson helps illustrate

the point.

The salesperson was hired to sell and was told by

the manger to “keep sales up.” But where is up?

This salesperson returned at the end of a month

proud of a record in bringing orders for 100 tons of

Feed A. The 30-day effort beat the previous record

of X0 tons of Feed A for that territory. The manager

was not impressed. Only 40 tons of Feed B were

sold. There was no appreciable change in the volume of Feed B this last month. Volume of this item

should be building, the saleperson was advised.

Finally, we determine that the manager will

acknowledge a good job if each month the salesperson brings in orders for 70 tons of Feed A and 85

tons of Feed B. Now the salesperson knows what

that phrase in the job description meant when it

said, “Responsible for maintaining the proper

product mix as measured by the monthly sales

record .”

While this example deals with a manager and a

salesperson, the principles apply to many jobs.

Here we see that standards of performance are a

regular part of business, but formalized for communication purposes. The board knows, but does

the manager?

A vague but extreme standard has always been

acknowledged in hiring and firing people. A person is hired to complete a specific assignment. It

may be rather cold to say it this way, but we actually hire a task done, rather than a person. We hire

the person because of the conviction that he/she

can perform the task. If employees meet our expectations we keep them. By the same token, people

are occasionally fired for not accomplishing expected results. In either case, the question posed is the

same: Do both the board and the manager have a

clear idea of what results are expected?’ If the

answer is no, then the situation could be greatly

improved by developing performance standards.

The board, manager, and patrons will be better off.

A standard of performance may be applied to

either:

1. a key planning area or

2. a position.

Standards for the Key Planning Area

What conditions will exist when a particular

department does a good job in achieving the objectives stated in the plan.7 The answer will set the

standards of performance for the department. This

step logically precedes setting standards for the

individual responsible for the department. The

manager was hired to perform specific tasks.

Standards for Position

The standard is set for the JOB. It weighs the work,

not the worker. Usual standards are called “historical” and engineered”.

Historical standards compare performance for one

period, a year, month, or season, with performance

of similar prior periods. This type is the weaker of

the two standards, but it is still useful.

Engineered standards are determined through

objective observation and scientific analysis they

are based upon what is practical or reasonable to

achieve. They have a precision that is lacking in

historical standards. Engineered standards avoid

the suspicions often associated with historical standards. Engineered standards emphasize current

facts and data rather than opinions or generalities

about the past. They are exact, measurable, and

reflect the technical conditions the manager faces.

Although engineered standards obviously are best,

any standards are better than none. While most

standards could be engineered, the cost and usefulness must be considered when deciding how many

standards to engineer. A combination of less precise historical standards and more precise engineered standards will usually result.

s
Preparation of Standards

The preparation of adequate standards is not an

easy job. The process of writing and rewriting may

continue over many months or even a couple years

Simple standards, accepted by the individual on

the job, are a good beginning. As the individual

performs, the standards will be refined. Simple

standards, although incomplete, are better than

none at all.

Tools for Preparation of Standards

l Positiorz Drscription

This is the best available statement of responsibilities. Often, it can be used as an outline for the standards. The position description presumes that the

job, as now constituted, is clearly determined. As

the job changes, the position description will

change.

It is legitimate to say that we cannot develop performance standards (how well responsibilities

should be carried out as expressed by the conditions which prevail when the job is done) until we

first develop good job descriptions.

l Org7rziz~7fiot~ Chnrt

This will clarify:

1. Where the job fits into the functions performed

by the cooperative.

2. Those responsibilities for which standards

should be set.

All functions of the cooperative other than those

reserved for the board, are the manager’s responsibili ty.

l Corn;~rz?/ Pllrnrlirlg Docurrrrnts

If your cooperative has a written strategic plan, it

can be used in developing standards. The plan tells

where the cooperative is going. It clearly outlines

the key areas for the cooperative and the objectives

in each. It is developed with ideas from a variety of

sources including management and is subsequently

approved by the board.

l Past Complaints and Conflicts

This probably won’t exist in a formal statement. It

should be put together before standards are prepared. Past complaints and conflicts usually highlight elements not clearly understood by the manager and the board. It is usually the lack of

clarification that causes the conflict. Standards can

be used to create a clear mutual understanding in

these areas so that conflicts won’t recur in the

future.

Developing Standards

Several basic rules can be followed to aid the board

and manager in preparing standards. Performance

standards should be developed with as much participation as possible. There are several approaches:

1. By the board

This method will be used when the job is vacant or

when responsibilities for the old job have drastically changed. Generally, the board knows what it

expects of the job, particularly if there is no incumbent. Before an individual is hired, the board

should develop a general set of standards.

2. By the manager

This is often the case in a first draft of the standards. It is a job analysis for the individual. It is the

key to getting many standards established in a

short time. The disadvantage is that the standard is

likely to reflect the individual rather than the job. A

manager frequently sets standards that are higher

than his/her present performance. The danger

exists that it may be set unrealistically high. The

board should ease off the standard if it appears

unreasonably high.

3. Participation is the key to this approach. Ideally,

concentration should be focused on the job

rather than on the individual. Usually, the manager prepares a statement of the conditions that

will prevail when the job is well done. The board

uses this list as a basis for conversations.

Alternatively, the board prepares lists and ask
the manager to discuss it. Or, both may draw up

lists independently and then compose and discuss

the standards. In either case, there is opportunity

for exchanging ideas. It allows the manager- the

individual who knows best what is occurring to

clear this job with the board. It knows best what it

wants done. The manager is challenged to help set

standards, and then tries to make them work.

8 Stntclncnts of ExprctrJ Resll2ts

In framing statements of expected results, the sum

of each job well done should be the achievement of

the overall objective. Looking at this the other way,

the main objective of the company is divided into

key planning areas and goals set for each area. This

first determination will set the basis for two

extremes:

1. Statements should not be so broad that they

overlap.

2. Statements should not be too detailed and thereby too narrow.

These statements will fall into two broad categories:

a. COMMON PERFORMANCE STANDARDS

These are statements of results expected from the

cooperative manager. Usually they fall into broad

categories:

Plumiqy- Short- and/or long-range operational

planning, personnel additions or deletions,

improving methods, and controlling costs.

07yrr7izi77g- Assigning responsibilities and delegating authority.

Srrperz~isir?:,r-g--- Directing work, safety, and good

housekeeping.

Dczvlopmnt- Setting standards and appraising,

guiding people, and coaching.

These common performance standards may help

general managers in the small organization or managers in a particular functional group of a large

organization.

b. SPECIFIC PERFORMANCE STANDARDS

1. Extent: Probably will average between 15 and 25

for the general manager. The more detail that

can be evolved, the better the results. However,

overly detailed statements may be ignored.

2. Scope: Include duties, responsibilities, and functions involving personal responsibility or relationships with others. Avoid personal traits and

characteristics of the individual in the position.

3. Sources: Materials may be obtained from job

description responsibilities, the plan, reviewing

past crises, past complaints and conflicts, and

policies.

l Accurrrtr Mrnwrrrnrrzt Tool

The standard of performance can be a useful hiring

tool. When new individuals are hired, we can show

them the standards and say, “Here is what we will

expect as results.”

Standards help us hold the job content steady and

yet make allowances for the new individual’s

learning time. There will be no question about

when he/she knows the job. It will be when the

standards are achieved. ivlore than this, we can

now get a good measure of the individual’s learning time because the job is relatively stable.

Because the standards will be used in this fashion,

we will want to be accurate so that a new manager

will be able to immediately understand them.

There is a technique for doing this:

1. List all the essential areas of responsibility. This

will usually follow the position description. We

presume that when we have written standards

for all of these elements, the job will have been

completely covered.

7
For each area of responsibility, frame the statement of standards with the key words: PERFORMANCE WILL BE UP TO STANDARD

WHEN... or RESPONSIBILITY FOR (the function) WILL BE UP TO STANDARD WHEN...

Complete the above statement with the answer

to the obvious question WHEN? It is not quite

this easy because other questions may need

answering to clarify our statements. These questions are:

How much?

How well?

In what manner?

How soon?

When?

“When” does not specifically refer to time as such

(date, hour, month) but to the conditions that will

prevail when responsibility is complete.

Emphasizing the specific time element on “when”

may be misleading. It emphasizes a time deadline

rather than conditions to be met before the task is

considered complete.

If we use the key phrase and then start asking

questions, the answers will probably provide us

with words that are an accurate measurement.

Several position descriptions have a phrase like

this: “Responsible for submitting reports to the

general manager.” A standard for the general manager might say:

Performance for the general manager is up to standard when:

WHEN:

Reports are available to the board by the regular

meeting on the second Wednesday of every month.

WHAT MANNER?

Reports are accurate, neat, and legible. Departures

from routine have been highlighted and unusual

circumstances or conditions have been noted.

HOW WELL?

Oral explanation of reports to the board have been

made and replies given to answers.

Certain words should be avoided for purposes of

clarity-“reasonable,” “adequate,” “few,” “satisfactory,” etc. Sometimes these words are unavoidable.

It’s better to use them than not write standards.

Whenever possible use the precise measures, such

as time, figures, ratios, percentages, specified quantity, and measurable quality.

In the first writing of standards, use broad phrases.

They will become more precise in further rewriting.

Writing broad standards “as a starter” can be dangerous. Unless one is as precise as conditions permit, the standards may represent little improvement over the position description and then they

lose their affect. Like any other element of the management formula, it should not be presumed that

anything is better than nothing.

Sometimes a precise measurement cannot be

found. When conditions vary, a range of “normal”

performance may be employed. For example, we

may want to set upper and lower limits to allow for

varying conditions. Clear descriptions should be

given when we use nonquantitative standards.

These may tend to be wordy, but better long-winded than inaccurate.
l Worded to Prevmt Mikzterprctntion

Stress the use of facts and figures. Quantitative

measures are better than qualitative.

Use clear language in trying to evolve a system that

will give the employee a clear concept of when the

conditions we outline have been:

D Reached

P Not reached

P Exceeded

In the appraisal process, questions will be raised

about some of the items in the standards of performance. During this review process, we may change

wording to avoid any misinterpretation.

Vague Terms

Adequate

Approximately

More Precise

Exact amount

Omit entirely. Perhaps an

average figure for a week

or month is better.

Few

As soon as possible

Reasonable

How many?

When? Be specific.

Be exact. Standards are

based on what is reasonable.

Justifiable This seldom changes opinions and is better omitted.

Desirable Be pecific. What is desirable?”

l Set up in npprovedforrn

Like all other management tools, standards of performance may create instead of solving problems.

Some managers may resist using such tools initially. But, once managers see the benefits of standards, they learn to lean on them, live with them,

and like them. As managers move from job to job

in cooperatives employing this technique, the manager looks for the standards before or as soon after

taking a new assignment. This is one of the benefits

of adopting standards-clear communication of the

board’s expectations.

Standards permit someone to “approve” management performance. In addition, this keeps the

board, which may be composed of different individuals at different times, acquainted with what it

expects of a manager.

When standards are fully approved, accurate and

clear terms help avoid misinterpretation.

There are many “approved forms.” However, all

should contain this basic information.

1. Simple statement of overall job.

2. Statements for policies, objectives, and operations.

This is the most widely accepted form. The policies

and the plan generally correspond but are not limited to the position description. Actually, a major

segment of the plan may have its own set of standards. For instance, the position description may

make the manager responsible for controlling grain

and farm supply inventories. Each of these might

have its own standards.

3. Task assignment on one side and standard on

the other.

This tries to solve some of the confusion that may

arise from responsibilities and standards. A list is

drawn with the jobs to be done on the left side of

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the page and the standards on the right. This links

the two in the mind of the manager.

4. Position description on one side; standard on

the other.

This is a variation of No.3 except that the actual

position description is used rather than just tasks.

Some cooperatives have attempted to use No.3 and

No.4 to administer salaries. If standards seem to

have been achieved, then the salary increase is

approved. If there is a lack of achievement, the

wage increase is not approved. This links reward

directly with the standard.

There may be merit in this if the manager and

board can talk about the standards and if the

manager can be directed toward improvement.

Otherwise, this would appear dangerous

because it may deny the development objective

and make the standard an unrealistic goal

imposed by the board. Keep in mind that a standard is just that. It is not necessarily a goal.

This can be a misleading statement. It says a standard that is impossible to attain should not be set.

Likewise, it precludes the movement of the standard every time the manager attains it. It should be

emphasized that standards:

1. Are not weapons but rather definitions in terms

of results of when a job is well done.

2. Are instruments of development- they define

the complete job so that a manager can identify

areas of weakness and take the necessary steps

to improve.

Avoid the tendency to set standards on the manager rather than on the job. Any growing organization will tend to identify the job with some incumbent or an ideal incumbent who once held the job.

Writing standards to this manager will naturally

follow. To some extent this cannot be avoided. But

we can avoid constantly changing the standard

when a new manger comes into the job.

A question will arise here, “To what standard shall

we hold the new manager?” Two methods are used

to solve this problem.

a. Give the new manager a “learning time” to

reach standard. After 2 years, we will expect

standard or 80 percent of standard. This is rather

precise measurement and detracts from the

development aspects of standards.

b. Expect standard from the day of hiring. Upon

appraisal, this will show that the manager is far

from standards after months of work. But it

points up the areas of development for the new

manager. This better serves the purposes that

this tool of management tries to serve.

People, jobs, and relationships change. Standards

of performance also change. At first, this seems like

a good argument against using standards, but more

careful thought indicates that it is a better reason

for them. An individual has a right to know a job

and how it has changed.

At annual appraisal time, we may review the standards of performance. Are they complete, too

severe, or unrealistic? Is the job as big as it should

be or too big for the money being paid? Have

changes within the organization changed this job?

These kinds of broad questions will usually yield a

better review than taking the position description

item by item, and going through the list with questions and comments. If changes are needed, this is

the time to get agreement between the board and

manager. This not only keeps the entire process

current, but allows the next year’s appraisal to be

based on the verbal and written understandings of

this year. This is a healthy appraisal climate in

which to initiate changes in the standards.

This means that standards may be changed whenever they are needed.

10
Benefits of Standards

A standard of performance, when used correctly, is

a practical instrument for management development.

1. The manager realizes his/her capacity to grow.

If they are not familiar with the job, they may

not realize how to improve their performance

and become confused about what is important

or unimportant. The job that is not being done

well challenges to people. Presuming they have

the capacity to do the job, they will want to

grow to fulfillment.

2. With no job challenge, the average person is still

challenged by realizing his/her potential. The

skills and attitudes people discover that motivate them to build or change are often more

important than those pointed out by a superior.

The personal elements of criticism often put

more emphasis on the humiliation or accusation

than upon the truth of the fault. Standards are

impersonal and give a manager a pattern for

growth aside from direct criticism from his/her

board. This may even mean that a manager will

grow aside from direct criticism from the board.

This may even mean that a manager will grow

so that he/she can find a job in another cooperative. But this is not bad. In the process, he/ she

will be serving you as well or better than a manager who is not growing.

3. It gives a firm foundation for performance evaluation. Doing standard work makes above standard achievement stand out. Positive achievement brings the thinking of the board and

manager into clearer focus concerning the individual and the job.

Standards can be written for assigned responsibilities. In appraisal, we can be interested in other factors than specific performance responsibilities such

as attitude, creativity, and enthusiasm. The concept

of standards, however, is applicable only in measuring all qualities concerned with performance.

DIFFERENCES BETWEEN STANDARDS

AND POSITION DESCRIPTIONS

Position Descriptions

1. Stress responsibilities

2. Tend to be general

3. Usually have one statement to a function

Standards of Performance

1. Stress results

2. Tend to be specific

3. Usually have several statements to a function

STANDARDS FOR ASSISTING THE BOARD

Board of Directors

The general manager assists the board with its

responsibilities in the following areas:

A. Scheduling and arranging board meetings

B. Preparing an agenda for board meetings

C. Preparing, explaining, and interpreting financial statements such as the:

1. Balance sheet

2. Operating statement

3. Source and use of funds statement

4. Statement of cash flow

5. Accounts receivable aging

6. Grain open position report

7. Departmental operating statements (if the

cooperative has departments and or branches)

11
8. Ratios to evaluate financial position and operating efficiency

D. Preparing short- and long-range plans which

include:

4. Storage policies

5. Allocation policies when products are in short

supply

6. Employee benefit policies (personnel policies)

1. Annual financial plan

7. Equity retirement policies

2. A strategic plan including projected operating

statements and balance sheets showing cash

flow and changes in members’ equity

3. Preparation of projections for additions and

replacement of fixed assets

E. Member and public relations programs which

include:

1. Annual meeting arrangements

2. Special member meeting arrangements

3. Preparation and distribution of newsletters

4. Preparation of the annual business report

5. Participation in local community activities

F. Legal activities which include:

1. Preparation, interpretation, and distribution

of articles of incorporation and bylaws

2. Compliance with local, State, and Federal regulations concerning taxes, licensing, compliance, quality control, and maintenance of

safety requirements

G. Preparing operating and control policies for the

board’s consideration which include:

1. Credit policies

2. Sales policies

3. Delivery policies

8. Board activity and remuneration

H. Orientation for new directors

I. Participating in regional cooperative and trade

association activities

Performance standards may be developed around

the general manager responsibilities for assisting

the board if identified in the job description.

Sample performance standards for these responsibilities follows.

Sample Responsibilities and Performance

Standards

Responsibility in Job Description

(What the manager must accomplish)

1. Assist, schedule, arrange, and prepare agenda

for the board meeting.

Performance Standards

(How much? How well? In what manner? How

soon? When?)

A. Reports to the board must be ready by the regular meeting on the second Wednesday of every

month.

B. Reports are accurate, neat, and legible.

Departures from routine have been highlighted

and unusual circumstances or conditions have

been noted.

C. Oral explanation of reports to the board have

been made with appropriate answers.

12
Here are some other sample responsibilities that

need to have performance standards developed:

2. Assist the board in preparing and regularly

updating the annual plan.

3. Assist the board in planning and executing

member relations programs.

4. Assist the board in executing legal obligations

and activities of the cooperative.

5. Assist the board in the preparing policies to

direct and control operations.

6. Assist the board in providing orientation for

new directors that will make them aware of the key

aspects of the cooperative necessary to assume

their new role.

7. Assist the board in choosing which regional

cooperative and trade association programs or

activities the cooperative should adopt, and assist

in implementing them. (How much? How well? In

what manner? How soon? When?)

STANDARDS FOR OPERATING

RESPONSIBILITIES

The other part of the manager’s job is oversight of

the day-to-day operations of the cooperative. This

involves the day-to-day execution of the plan and

implementation of the board’s policies. In the manager’s position description, the list of functions

necessary to carry out board policy were listed as

follows:

A. Hiring, training, assigning work, determining

wages within the scope of board policy, and

directing the staff or group of employees needed to carry out all work activities

8. Ordering merchandise

C. Controlling and safeguarding inventories

D. Pricing merchandise

E. Merchandise delivery policies

F. Financial management

G. Sales management

H. Equipment maintenance

I. Coordinating all activities to achieve goals established in the financial plan

These responsibilities include the execution of the

plan. Using the plan in conjunction with the position description, the board can develop performance standards for the operations portion of the

manager’s job. The board’s primary responsibility

in operations does not include taking part in the

day-to-day operations after policies have been

established and the plan developed. This is the

manager’s responsibility.

Nevertheless, the board assumes the responsibility

for controlling the activities of the cooperative.

This is most effectively accomplished by setting

performance standards for the manager and monitoring performances by using these standards. The

development of performance standards for the

manager’s responsibilities in operations is somewhat easier than the more vague responsibilities of

reporting and assisting the board. The accounting

records provide more quantitative data for use in

establishing clear-cut standards. Key indicators or

ratios can be incorporated into performance standards making qualitative data available.

Performance standards may be developed around

the key planning areas in the cooperative’s operational plan. This approach gives the necessary

emphasis to the plan. It communicates the board’s

expectations for precisely executing the plan. When

standards have been developed for each key planning area, there is less room for misunderstanding.

Finally, the process of negotiation between the

board and manager is valuable. In writing the standards and discussing what is practical, priorities

must be set on the objectives in the plan. Where

objectives conflict, setting standards establishes in

13
writing a precise order of priorities. For example,

an objective in the key planning area of marketing

that calls for additional storage may conflict with

an objective in the finance area that calls for low

debt-equity ratios or an objective that calls for

additional fertilizer application equipment in the

supply planning area. If performance standards are

developed jointly with management and the board,

these issues can be resolve and written into the performance standards. The manager clearly understands what is expected and has agreed to try and

accomplish it.

Negative performance standards may be appropriate in some cases where the board wants to eliminate or avoid specific conditions. In certain key

planning areas such standards might be appropriate. In the key planning area of external environment, for example, the board may wish to write a

negative standard for public complaints about

cooperative operations. This gives the manager

freedom to conduct the operations of the cooperative in an appropriate manner as long as the operations do not create public complaints. The board

will have achieved its objective of avoiding unfavorable relations within the community. At the

same time, it will have accomplished this with a

minimum of interference in the day-to-day operations of the cooperative.

Negative standards are useful in situations where

the board can clearly state what it does not want,

but has difficulty saying exactly what it does want.

In other words, “I don’t know exactly what I want,

but I do know what I don’t want. So long as what I

don’t want does not come into existence, I will

accept any remaining conditions.” The negative

standard clearly states what you don’t want. It

avoids the formulation of an unclear or poorly

thought out positive standard that may limit the

operations of the cooperative. Such a standard is

more likely to be acceptable to the manager.

Standards of performance for operations must be

developed jointly by the board and manager by

answering the question, “What will be the measurable things that we all agree will reflect the desired

results when the job is done correctly?” Initial

agreement by the board and manager on the standards is essential. In the process of determining the

standard, several useful things will occur.

l The board and manager will decide what is really important for each key planning area.

l The standards will reflect the priorities for conflicting objectives in key planning areas.

l The standards developed will help move the

cooperative into action toward achieving the objectives in the plan.

l The manager and board will agree on the objectives to be pursued, the priorities among the objectives, and actions toward achieving them.

Hence, the development of operational standards is

a critical factor in putting the plan into action. They

help ensure that what the board wants will happen.

Sample Performance Standards

Key Planning Area

Personnel

Objective: Maintain harmony and clear communications within the workforce.

1. There should be no obvious conflict among

employees in the cooperative.

2. A meeting of all employees should be scheduled

once per quarter to discuss board actions, policies, plans, benefits, or other employee related

topics.

3. Each employee should be encouraged to discuss

problems at some point during the performance

evaluation.

Objective: Sound personnel practice should be

implemented in the cooperative.

14
Job descriptions and performance standards

should be developed and updated annually for

each position.

An up-to-date organization chart should be

available to all employees.

Performance evaluations should be conducted

for all employees at least once a year.

2.

3.

Downtime on equipment for any service during

peak season demand should not exceed 5 percent of total peak season hours of use.

Input prices for at least 50 percent of the items

in any department should be lower than competitors’ published prices.

Objective: Efficiently provide need supplies.

Mnrkrting

Objective: The cooperative will be an aggressive

purchaser for all grains produced in its

market area.

1.

2.

3.

Market share on corn, soybeans, and “other

grains” should be greater than 25 percent of

potential in the current market area.

Grain market shares should be expanded at a

rate of four share points per year until the cooperative is handling 40 percent of the grain in its

market.

Grain purchases should be encouraged through

contracting program.

Objective: The cooperative will use fixed assets

applied to grain in the most efficient

way.

Annual grain turnover should be greater than

1.6 turns.

Annual storage income should not fall below

$150,000.

Dryer revenues should cover fixed costs as calculated at season’s end.

Objective: Production supplies and associated services needed by members at a competitive price.

1.

2.

3.

Average number of days’ sales in inventory

should not exceed 120 days in any department.

Average number of days’ sales in accounts

receivable should not exceed 45 days.

Inventory shrinkage should be less than 2 percent of total sales in any supply department.

Finencr

Objective: Maintain adequate working capital to

1.

2.

3.

provide liquidity.

Working capital should be adequate to retire all

seasonal loans during one month of the year.

Working capital should grow at a percentage

rate of not less than l/4 of the percentage rate of

sales growth.

Working capital should make up more than 25

percent of liabilities during one month of the

year.

Objective: Operate the cooperative so the earnings

1.

2.

can finance planned growth.

Local savings should not fall below 2.5 percent

of sales.

Gross margins as a percent of sales should not

exceed expenses as percent of sales.

Objective: Effectively use assets and equity of the

cooperative.

1. Market share for any supply department should

not fall below 10 percent.

15
1. Local return on assets should not be less than 2

percentage points below the annual rate of inflation.

2. Local return on members’ equity should not fall

below average prime rate of interest by more

than 3 percentage points.

3. Not more than 15 percent of accounts receivable

should be more than 60 days old.

MANAGEMENT DEVELOPMENT

STANDARDS

Appraisal Process

A set of standards has been developed for the manager of the cooperative in the two major areas of

the job description- assisting the board and managing operations in accordance with the plan.

These standards reflect what the board expects in

results from the manager. The standards have been

developed jointly by the manager and the board.

Both agree that they are attainable and realistic.

The primary purpose of the standard must be

development of the manager. Standards used for

any other purpose they will eventually fail. Use of

the standards as weapons to skewer the manager

probably will. Development involves the changes a

manager must make to perform more effectively.

Management appraisal provides a starting point

for any change. It analyzes the manager’s present

status. Once an inventory of strengths and limitations has identified, the manager can decide how to

progress in the job.

The appraisal will look at the job an individual is

doing and then measure performance. Deficiencies

peculiar to a job will show up quite readily. These

are the deficiencies we are going to work on. The

primary purpose behind developing an individual

is to make it easier for him/her to do a job.

appraisal process should be distinguished from

merit evaluation it measures the individual against

the job for the purpose of reward. With a good set

of standards, the individual can appraise his/her

own work accurately. He/she should be able to

identify areas where performance is above or

below standard. This immediately makes the

process of appraisal easier for the board.

It is neither necessary for board members to haggle

over how well the job is being done, nor harass the

manager about performance. He/she already

knows. Instead, the board and the manager can

concentrate on analyzing what can be done to

improve the situation. The appraisal process can be

summarized by answering four questions:

1. What is the manager doing really well? There

are always some things the manager is doing

that we would not want to change. This will

generally be the areas where standards are being

exceeded.

2. Does the manager need help in any area and if

so, which ones? There is always room for

improvement, particularly where the standards

have not been met.

3. Why were the standards not met? It may have

been due to factors beyond his/her control.

Board policies might have stood in the way. Or it

may simply be an area where the manager needs

to grow. The analysis of why standards were not

met is quite important.

4. What will be done about it? Alternative actions

may be taken to correct the deficiencies. Those

may involve lifting the roadblocks to achieve the

standards where factors beyond his/her control

caused the deficiency. They may involve courses

or workshops to strengthen the manager’s performance. In extreme cases, adjustments in standards may be necessary when factors are

beyond control of the board or manager.

A good working definition of appraisal is:

“Measuring the individual against the job that is to

be done for the purpose of development.” The
MANAGER’S JOB PERFORMANCE

Appraisal Worksheet

Review the manager’s position description, formal

performance standards, and other data and records

pertinent to his/her performance. Then, consider

the manager’s performance in terms of each factor.

l Focus on the results achieved since the last

appraisal compared with the results expected.

l Refer to the definitions of job results and performance factors, and sample questions suggested for

consideration in evaluating each factor. Skip any

factor or question that does not apply to your cooperative. Add your own questions as appropriate.

l For each factor, list examples that illustrate representative performance results, relating the examples to the goals and standards desired and to

strengths, weaknesses, development needs, or circumstances beyond the manager’s control, etc.,

that would affect performance. Include comments

that will help you discuss your appraisal with

other members of the board.

1. Organization and Management

How well does the manager understand the role

and position as manager of the cooperative?

How well does the manager provide the leadership

and administrative direction required of the manager position?

How effective and accountable is the manager in

fulfilling the role as advisor to the board in its function of setting the proper course for the cooperative?

Develop a work and management system that promotes individual and team motivation; achievement of organizational objectives; and adherence to

cost standards and budgets.

What kind of work environment does the manager

develop-ompetitive within the cooperative; with

other cooperatives?

How well does the manager communicate with

employees?

How well does the manager encourage individual

initiative, teamwork?

Does the manager document and explain the

board’s policy, the cooperative’s administrative

objectives, and the manager’s operating program

to cooperative officers, staff, and members?

Is the manager willing and able to obtain corrective

action in a direct, but fair, manner when necessary?

Does the cooperative’s planning process adequately identify problems and opportunities and result

in realistic plans for progress?

Does the manager plan and establish realistic budgets?

How well does the manager follow up on budgets?

How well are controllable costs managed?

2. Personnel Management

Does the manager determine and plan manpower

requirements-present, short-, and long-term?

How well does the manager use sources of recruitment?

Has selection been based on fulfilling a particular

job opening only or selecting individuals with

potential to advance to higher levels of responsibility?

What kinds of programs or actions are used to train

employees for specific jobs or to help them develop

to assume greater responsibility?

How effectively has the manager organized the

cooperative to assign responsibility and accountability of the staff?

17
Has the manager been objective and aggressive in

filling key positions and building structure and

capability into the cooperative administration?

Has the manager’s personal conduct permitted

subordinates with delegated responsibility the

opportunity to perform effectively? Does the manager remain sufficiently removed from operating

decisions to maintain proper accountability of

staff?

Has the manager been successful in developing a

succession to his/her position and other key positions?

Is the manager consistent in applying personnel

policies and practices?

Does the manager determine the type and timing

of staffing requirements; selection of competent

personnel with potential for advancement; and

motivation, counseling, and training of personnel

to achieve the work objectives and to help prepare

them for greater responsibility and advancement?

How well does the manager keep employees

informed about their performance?

3. Business Development and Representation

What efforts or specific techniques has the manager

used to determine market potential?

What techniques and resources have been used to

promote objectives and services of the cooperative;

to seek out new business opportunities; to expand

membership; and increase sales?

What was the rate of growth in patrons and volume relative to the area’s overall market potential

and the cooperative’s objectives?

How much growth (or lack of it) can be attributed

primarily to conditions beyond the influence of the

manager?

Is the growth reflective of servicing all potential

customer areas?

How effectively does the cooperative compete with

other businesses?

Does the manager resist or encourage the development and adoption of new policies, techniques,

systems, and procedures?

Does the manager actively seek out innovations

instituted by other cooperatives and businesses?

Are proposed innovations introduced on a planned

basis?

The successful cooperative needs a participating

and stable membership.

Does the manager plan for growth in volume and

number of patrons in relation to market potential;

actively promote services, innovation, public and

community relations, and maintain effective relations with other cooperatives?

To what extent have the manager’s innovations

contributed to the cooperative’s objectives?

How much emphasis does the manager place on

seeking and maintaining contacts and relations

with members, the overall farm community, and

the organizations associated with the agricultural

industry?

What approaches and techniques does the manager

use to foster and enhance the image and objectives

of the cooperative and the cooperative way of

doing business?

How well does the manager perceive the cooperative’s objectives as being inter-related with the

objectives of regional cooperatives?

Within the organization, does the manager foster

an attitude of cooperation or competition with

other cooperatives?

Does the manager appropriately and effectively

reflect the board’s views and interests?

18
Does the manager keep the board adequately (timing and accuracy) informed?

4. Operations Administration and Supervision

Within board guidelines, has the manager established and communicated to the staff, standards

regarding philosophy to be pursued?

Are assets, liabilities, and equities effectively managed? Are balance sheet ratios being strengthen?

Has working capital growth been sufficient? Are

seasonal loans correctly handled?

Has the manager developed and administered a

sound and effective operation which meets the

needs of patrons?

Has the manager developed realistic operational

budgets with performance standards and communicated them to the staff?

Does the manager evaluate operations to determine

the causes of weaknesses and corrective actions?

Does the manager evaluate new service opportunities?

How well does the manager maintain and report

on operations to ensure compliance with policies,

procedures, plans, and budgets? Are interim operating statements accurate?

5. Financial Administration

How does the manager determine if funds are

being administered in an effective and efficient

manner?

Are asset returns being maximized and debt being

minimized in a prudent but effective manner?

Are attempts made to reduce cash as a “non-earning” asset?

How leveraged is the cooperative? Is debt to equity effectively managed?

Are obligations met in a timely manner? Are loan

covenants and conditions being complied with?

How are contingent liabilities being administered?

Are credit policies properly administered?

19
MANAGEMENT ASSESSMENT QUESTIONNAIRE

Name of person you are rating _

All questions should be answered by circling one number next to each question which best indicates hoti

you feel about that question. For each question, unless otherwise specified, the response categories are:

1. To a very little extent

2. To a little extent

3. To some extent

4. To a great extent

5. To a very great extent

6. NA - Not applicable (because question either does not apply to the person or

you do not feel you can adequately assess the person on the statement)

For example:

Do you have confidence and trust in this person? 1 2 3 4 5 NA

Note: After each section of questions and at the end of the questionnaire, questions are asked which will

allow you to write in your comments. They will be combined with those comments from others who

are rating this person. A written summary will be given anonymously to the person being rated.

This part of the individual Assessment Profile will be most helpful. It is very important that you

write something here. The person you are rating will appreciate your complete honesty.

Communication

little extent

4

great extent

*

1. Does the manager keep you informed about things

you need to know?

2. Is the manager honest and frank in communicating

with you?

3. Does the manager create an atmosphere

of open communication?

4. Is the manager a good listener?

5. Does the manager listen effectively to new ideas?

6. Does the manager provide you with information on

a timely basis?

How could the manager improve communication?

3 4

3 4

3 4

3 4

3 4

3 4

NA

NA

NA

NA

NA

NA
little extent great extent

Entrepreneurship 4 t

7. Does the manager effectively initiate

new projects in the company? 1 2 3 4 5

8. Does the manager lead in implementing new projects

which keep the company up to date? 1 2 3 4 5

9. Does the manager have new ideas for

company improvements? 1 2 3 4 5

10. Does the manager seek new ideas for

increasing company productivity? 1 2 3 4 5

11. To what extent does the manager effectively

provide leadership for developing innovative ideas? 1 2 3 4 5

How could the manager provide greater entrepreneurial leadership?

NA

NA

NA

NA

NA

Leadership

12. Does the manager cooperatively adapt to change? 1 2 3 4 5 NA

13. Does the manager assume responsibility for achieving

organizational objectives? 1 2 3 4 5 NA

14. Does the manager put organizational objectives ahead of

personal ambitions? 1 2 3 4 5 NA

15. Do the manager’s actions lead to effective

staffing of the company? 1 2 3 4 5 NA

16. Do the manager’s actions result in good

personnel selection decisions? 1 2 3 4 5 NA

17. Do management efforts lead to effective

employee performance? 1 2 3 4 5 NA

How could the manager improve leadership skills?

2 1
little extent great extent

Disturbance Handler 4 *

18. Does the manager help in resolving conflicts

between people? 1 2 3 4 5 NA

19. Does the manager respond effectively under crisis

conditions? 1 2 3 4 5 NA

20. Does the manager take effective action when the

company faces unexpected disturbances? 1 2 3 4 5 NA

How could the manager more effectively handle disturbances?

Planning

21. Does the manager provide a vision for the future

of the company? 1 2 3 4 5 NA

22. Does the manager establish operational plans consistent

with organizational objectives? 1 2 3 4 5 NA

23. Does the manager involve others in establishing

objectives for the cooperative? 1 2 3 4 5 NA

24. Does the manager effective help subordinates

establish their objectives? 1 2 3 4 5 NA

How could the manager effectively improve planning?

Decisionmaking

25. Does the manager make effective decisions?

26. Does the manager appropriately involve you in

making decisions?

27. Does the manager effectively manage the budget

process?

1 2 3 4 5 NA

1 2 3 4 5 NA

1 2 3 4 5 NA

22
little extent great extent

28. Does the manager make effective resource allocation

decisions?

29 Does the manager effectively respond to exceptions

to the planned budget?

1 2 3 4 5 NA

1 2 3 4 5 NA

How could the manager improve decisionmaking?

Delegation

30. Does the manager sufficiently delegate authority needed

to accomplish delegated responsibility? 1 2 3 4 5 NA

31. Does the manager delegate to others responsibility

for day-to-day operations? 1 2 3 4 5 NA

32. Does the manager reserve time for long-term planning? 1 2 3 4 5 NA

How could the manager improve delegation?

Performance Standards and Feedback

33. Does the manager effectively set performance standards? 1 2 3 4 5 NA

34. Does the manager conduct performance reviews? 1 2 3 4 5 NA

35. Does the manager do high quality work? 1 2 3 4 5 NA

36. Does the manager expect high quality work from others? 1 2 3 4 5 NA

How could the manager improve performance standards and feedback?

23
Additional Written Comments

Please respond to these questions:

1. What are two things the manager does most effectively?

A.

B.

2. List two specific ways, not mentioned previously, the manager could be more effective.

A.

B.

24
GENERAL MANAGER APPRAISAL REPORT

Instructions to the Board of Directors

The performance appraisal of the general manager is one of the most important

functions the board performs. As such, it should be conducted with diligence, objectivity,

and honesty. The performance appraisal will not only be used to assist the board in deciding to make a rational salary adjustment, but also assist the board in helping the manager.

So the project is meaningful to both the board and the general manager. Sufficient

time must be allowed to do the job thoroughly. A special executive session of the board

should be scheduled. At this time the form will be completed, followed at a later time with

a face-to-face interview between the board chairman, as spokesman for the entire board, and

the general manager. The general manager should be given ample notice when the appraisal

will be conducted. In this way, the general manager can prepare needed documentation

for the interview.

Remember, the general manager has only one “boss,” the board of directors.

Therefore, it is extremely important that the general manager be evaluated by only one

boss. This is best accomplished in an executive session of the board.

Individual directors should express their personal views on all aspects of the manager’s performance. But at the conclusion of each item and completed of the form, the contents must contain the unified view of the board as a whole. The completed form will then

be discussed in detail with general manager by the board chairman, or perhaps by the officers, but not by the entire board. This method should eliminate “nitpicking” and “finger

pointing.” It is extremely important any “worksheets” or forms completed by individual

directors be destroyed so that they are not found by persons outside the board.

The board must be prepared for the general manager to disagree with certain aspects

and then be prepared, if necessary, to reconsider. The board also must be receptive to constructive criticism by the general manager of the board’s performance.

This evaluation process can be a very rewarding experience for both the board and

the general manager if conducted professionally, objectively, honestly, and openly. It will be

successful if, as a result, the general manager acknowledges the strengths and weaknesses

identified, pledges to build on strengths and correct weaknesses, and recognizes the salary

received is based on performance.

25
GENERAL MANAGER APPRAISAL REPORT

Management is traditionally charged with managing “land, labor, and capital.” This

responsibility is accomplished by using the management functions of planning, organizing, and

controlling. Therefore, this appraisal report is divided into those six general areas. Specific

items will be addressed under each of the six major areas. Specific areas will be rated first

and then an overall rating given for that area. The rating of each major area will be justified with

written comments.

The following ratings will be used in evaluating the various sections of this report:

F - Fair: Performance usually meets standards, but improvement is possible and desirable.

G - Good: Performance meets and sometimes exceeds standards.

Contributions are consistent and reliable.

C - Commendable: Performance often exceeds standards or expectations.

Considerable initiative has been exhibited.

I. Land (facilities and equipment)

A. Specific Indicators:

1. Adequacy of facilities and equipment. How well does the general

manager analyze equipment and facility needs and make

appropriate recommendations?

2. How well is the physical plant repaired and maintained-quality

of elevators, fertilizer plants, and other building and equipment?

3. Do facilities and equipment appear clean and attractive?

B. Rate the manager’s overall performance in managing and equipment.

C. Comments:

II. Labor (including employees, board, and patrons)

A. Specific Indicators - Employees:

1. Do cooperative employees appear to enjoy their work? F G C

2. Are employees given performance appraisals regularly?

Are they provided training and development opportunities?

F G C

F G C

F G C

F G C

F G C

26
3. Does the cooperative have sufficient backup in key positions?

Can the cooperative operate effectively when the manager is absent?

4. How well does the manager resolve conflicts among employees

and between employees and patrons?

B. Rate the manager’s overall performance in handling employees?

C. Comments:

F G C

F G C

F G C

D. Specific Indicators - Board:

1. Does the board receive information on a timely basis? Is the information

sufficient for the board to make informed decisions? F G C

2. Does the general manager provide leadership and direction to the board? F G C

3. Does the general manager make good, timely decisions?

Are the decisions made within the sphere of management? F G C

4. Does the general manager create an atmosphere of trust and make the

board comfortable with management decisions? F G C

E. Rate the manager’s overall performance in relating with the board. F G C

F. Comments:

G. Specific Indicators - Patrons/Public:

1. Does the general manager project a positive image to the patrons?

Is he/she respected in the community?

2. Does the general manager provide effective communication

to members regarding cooperative activities?

3. Does the general manager respond promptly and effectively

to resolve patron concerns or complaints?

4. Does the general manager and staff strive toward prompt

and courteous service to patrons?

F G C

F G C

F G C

F G C

27
5. Does the general manager have a good working relationship

with the cooperative’s lender?

6. Does the general manager have a good working relationship

with the cooperative’s regional cooperative(s)?

7. Does the general manager participate in community affairs

in an effort to promote the cooperative?

H. Rate the manager’s overall performance in dealing with patrons

and the general public.

I. Comments:

III. Capital (financial affairs)

A. Profitability Ratios:

1. Local Return on Sales

2. Local Return on Local Assets

B. Liquidity Ratios:

1.

2.

3.

4.

5.

Interest Coverage Ratio

Current Ratio

Working Capital to Sales

Days’ Sales in Accounts Receivable

Debt Service Ratio

C. Efficiency Ratios:

1. Firm Productivity Ratio

2. Labor Income Ratio

D. Solvency Ratios:

1. Local Leverage Ratio

2. Term Debt to Fixed Assets

F G C

-

F G C

3. Ownership Ratio F G C

F G C

F G C

F G C

F G C

Standard Actual

F G C

------- F G C

F G C

- - F G C

- - ---__-__ F G C

___---- F G C

_~---- F G C

-~____ - - - F G C

_-___ F G C

28
E. Rate the overall financial management of the cooperative including

financial strength, earnings performance, and financial improvement.

F. Comments:

IV. Planning

A. Specific Indicators:

1. How well does the general manager provide vision

and foresight to the board?

2. How effectively does the general manager include the board

and the staff in the planning process?

3. How well are the plans implemented and the results evaluated?

4. How accurate and adequate is the budget process?

B. Rate the overall performance of the general manager in the planning process.

C. Comments:

V. Organizing

A. Specific Indicators:

1. Does the general manager have and use an effective organization

chart outlining chain of command and reporting relationships?

2. Does the general manager have in place current job descriptions

for each position in the company?

3. Does the general manager appear to delegate effectively

to department heads or key employees?

B. Rate the overall performance of the general manager in effectively

organizing the cooperative.

F G C

F G C

F G C

F G C

F G C

F G C

F G C

F G C

F G C

F G C

C. Comments:

29
VI Controlling

A. Specific Indicators:

1. Are monthly financial statements accurate and timely? F G C

2. Are year-end statements reasonably close to information provided

in monthly financial statements? F G C

3. Are additions to fixed assets within the parameters of board policies? F G C

4. Is the board’s credit policy implemented and administered appropriately? F G C

5. Are short-term loans used properly to minimize interest expense? F G C

6. Are relevant policies and procedures in place to minimize problems? F G C

B. Rate the overall performance of the general manager in establishing

and administering an adequate control system. F G C

C. Comments:

VII. Summary

1. What are the general manager’s strength and in what ways does he/she

contribute best to the success of the cooperative?

2. What are the most significant weaknesses that need to be corrected?

3. During the next 12 months, the board will expect the general manager to:

4. Based on this evaluation the board rates the general manager’s overall performance:

p Fair CI Good p Commendable

30
This appraisal of my performance has been reviewed with me by the chairman of the

board. I accept this appraisal of my performance for the past 12 months and will strive to

improve upon those areas as noted.

General Manager Date

Chairman,

Board of Directors ------------~- Date __

31
APPENDIX A SAMPLE JOB DESCRIPTION I

General Manager

I. MAJOR RESPONSIBILITIES

Under administrative guidance from the board of directors and within the limits of board policies, budgets, and legal requirements, the manager has full responsibility and, appropriate authority, unless otherwise specified, for the productive operation, growth, and development of the cooperative.

II. NATURE OF DUTIES

A. Planning

1. Formulates policies and procedure for board approval.

2. Develops income and expense budgets and makes long- and short-term trend forecasts.

3. Develops plans for financial requirements and use, inventory,marketing, and introductions of new

products, growth, improvements, annual meetings, future organization, and effective controls.

4. Schedules use of personnel.

5. Makes marketing studies and develops marketing plans.

B. Organization

1. Establishes organization structure, hires, places, trains and motivates employees.

2. Appraises performance and compensates employees within the parameters of the board-approved

wage and salary plan.

3. Maintains effective morale in the cooperative.

C. Directing

1. Directs operations of the cooperative and appropriately delegates to key employees, and supervises

key employees for proper delegation to their employees.

2. Conducts regular employee meetings.

3. Initiates preparation of an agenda for board meetings in conjunction with the board chair.

4. Services customers in the absence of the employees.

5. Maintains all records and files in accordance with board policy, local, State,

and Federal regulations.

6. Designs and or prepares merchandise displays.

7. Maintains projected cash flow disbursements.

32
8. Uses services of members to help on special committees and programs.

9. Keeps obligations on notes, bank loans, and other credit obligations in a current position.

10. Promotes adherence to the cooperative’s philosophy, objectives, goals, and policies.

D. Coordinating

1. Participates in community and public affairs.

2. Maintains communication with the board to get their approval, to seek their advice and counsel,

and to keep them fully informed.

3. Maintains effective contact with other cooperatives and the business community.

4. Keeps in close touch with customers and members to get their advice and support, to keep them

informed, and to improve their understanding of cooperative affairs.

5. Maintains effective contacts with financial lenders to get their advice, counsel, and services.

6. Keeps effective contact with suppliers to protect the appropriate source of supply.

E. Controls

1. Approves extension of credit within the parameters of board policy.

2. Reviews financial statements and takes corrective action to maintain skilled business practices.

3. Directs corrective action as specified by the board.

4. Reviews and analyzes customer complaints and takes corrective action as necessary.

5. Approves requisitions and invoices for expenditure of funds.

6. Preforms periodic reviews to assure compliance with board policies, budgets,

and legal requirements.

7. Reviews financial audit reports and takes necessary corrective action.

33
Job Title: GENERAL MANAGER

SAMPLE JOB DESCRIPTION II

Date:

Reports to: Board of Directors Cooperative:

POSITION OBJECTIVE: To plan, organize, coordinate, and control the operations of the cooperative to

achieve its objectives, resulting in best possible patron service, greater sales volume, and increased savings

for the cooperative’s patrons

Duties and Responsibilities

1. Establish short- and long- term goals as to:

Profit to sales volume

Profit to capital invested

Company product lines

Company images

Cash flow (fixed expenditures)

2. Formulates plans and objectives with department managers and employees to reach the

established goals.

3. Establish and maintain a well- defined system of

jobs with each supervisor reporting to him/her.

4. Responsible for employee staffing, training, and

development.

5. Maintain inventories and inventory controls.

Standards of Performance

1) a. Annual sales goals and operational budget

completed by first of each year.

b. Develop plans to achieve long-term goals.

c. Achieve a minimum of 10 percent annual sales

growth (not inflation growth).

d. Products purchased from suppliers other than

regional cooperatives should be only those not

available from or not competing with the

regional.

e. Image of company regarded with highest

respect.

f. Local earnings sufficient to satisfy short- and

long-term cash flow needs.

2) a. Monthly meeting with all employees.

b. Stimulate employees to top performance.

3) a. Review job descriptions with employees annually and update as required.

4) a. Make use of all training schools offered.

b. Periodic in-house training sessions.

5) a. Seek four turnovers on commodities other

than petroleum.

b. Eliminate obsolete inventories annually.

c. Fiscal year-end inventories not to exceed sales.

34
Duties and Responsibilities Standards of Performance

6. Accounts receivable controls 6) a. Enforce company’s credit policy as established

by the board.

b. Familiarize all employees with the

credit policy.

7. Must have the board’s approval for all cash outlays for fixed assets.

7) a. Written approval prior to spending monies for

fixed assets in excess of $3,000 per item and

$10,000 annually.

8. Hold department supervisors and employees

accountable.

8) a. Provide best-value products and services at

competitive prices.

9. Establish an employee compensation and

appraisal program.

9) a. Update and maintain employees’

compensation program within guide lines of

board policy.

b. Review performance, merit reviews, and

salaries annually with employees.

c. Employees’ productivity

10. Safety

11. Government regulations and ordinances

12. Results

10). Coordinate and promote safety programs.

11). Do not conduct any type of operations that are

in violation.

12). Accountable to the board for the following:

1. Operating Statement

2. Balance Sheet

3. Source and Use of Funds Statement

4. Statement of Cash Flows

5. Achieving company goals

6. Product lines

7. Marketing programs

8. Cooperative image

9. Cooperative objectives

35
Duties and Responsibilities

13. Company Insurance

14. Cooperative philosophy

Standards of Performance

13). Review insurance programs annually to

ensure cooperative is sufficiently protected and

report detected deficiencies for board action

14). As a cooperative, the employees and management shall promote business practices on a

cooperative basis.

15. Other duties as may be assigned by the board.

36
PERFORMANCE APPRAISAL-SAMPLE 1

GOALS: List approved goals from previous appraisal or goals agreed to at the beginning of employment.

SAMPLE GOALS: The following categories are suggested for measuring current manager performance or

developing goals at the beginning of the evaluation period.

.

MEMBER SERVICES: (List goals)

(Comments, compliments, implementation, and complaints)

Accomplishments:

Appraisal:

Needs additional attention:

EMPLOYEE TRAINING AND DEVELOPMENT: (List goals)

(Education, training, turnover)

Accomplishments:

Appraisal:

Needs additional attention:

FINANCIAL SOUNDNESS OF COOPERATIVE: (List goals)

(Ratios, trends, capital adequacy, delinquency)

Accomplishments:

Appraisal:

Needs additional attention:

PROFITABILITY: (List goals)

(Transfers to reserves, working capital adequacy, dividends to members)

Accomplishments:

Appraisal:

Needs additional attention:

FUTURE ORIENTATION: (List goals)

37
(Transfers to surplus, capital adequacy, dividends to members)

Accomplishments:

Appraisal:

Needs additional attention:

PROFESSIONALISM: (List goals)

(Involvement in professional groups, quality of reporting, stature in cooperative community)

Accomplishments:

Appraisal:

Needs additional attention:

COMMUNITY INVOLVEMENT: (List goals)

(Service clubs, youth groups, associations, and activities)

Accomplishments:

Appraisal:

Needs additional attention:

SUMMARY OF PERFORMANCE:

Strengths:

Areas of Improvement:

GOALS AND PRIORITIES FOR NEXT APPRAISAL PERIOD:

38
Guide for Performance Appraisal

of General Manager

by Board of Directors

Date of this appraisal

Folio wup Date

39
PERFORMANCE APPRAISAL SAMPLE 11

Rating Factors

A= Exceeds Standards of performance in all essentials

B= Exceeds Standards in some essentials - Meets standard in others

C= Meets Standards of performance

D= Meets Minimum Standards of performance

E= Development needed to meet minimum Standards

Relations with Board

LEGAL ENTITY

How well does the manager understand and interpret the charter

and bylaws and keep the board informed of legal requirements A U

BOARD PLANNING

How well does the manager advise and assist the board in establishing viewpoints, objectives, goals, policies, plans, and programs. AU

OPERATIONS

How well does the manager advise the board on needed resources

and facilities, capital and operating financial needs, funds

for replacement, expansion, and improvement of products

and services. AU

BOARD CONTROLS

How well does the manager assist the board in establishing the

strategic control, in predicting trends, and measuring progress

toward goals. AU

BO

BO

BCI

BLI

CU

C R

CD

CO

Comments (strong points and needs in advising and assisting boards and members)

PLANNING

How well does the manager establish and achieve objectives, goals,

formulate and implement policy, develop required plans

and programs, and generate improvements? AU BP CO

DO

DC1

D O

DP

EO

EP

ELI

EO

ECI

Comments: Report any unusual or extenuating circumstances which may have hindered or facilitated

attainment of objectives.
Management Functions

ORGANIZING

How well does the manager establish and maintain sound

organization structure, select and develop personnel, and motivate

and reward performance? Comments: Report any unusual or

extenuating circumstances which may have hindered or

facilitated attainment of objectives. AU BD CP DO ED

Comments: Report any unusual or extenuating circumstances which may have hindered or facilitated

attainment of objectives.

DIRECTING

How well does the manager delegate, personally perform, and

in general exercises leadership?

Comments: (strong points and needs)

COORDINATING

How well does the manager establish and maintain effective

communication throughout the organization and with others

outside the organization?

AD BU, CP DU ELI

AU BLI CO DCI EU

Comments: (strong points and needs)

CONTROLLING

Evaluate the manager’s ability to keep informed of progress,

predict outcome, initiate remedial action when necessary,

and to make effective use of budgets, statements, and reports. A U BLI CU DCI EII

Comments: (strong points and needs)

PERSONAL ATTRIBUTES

Evaluate the manager in terms of key personal attributes such as

viewpoints (particularly cooperative philosophy), thinking habits,

emotional makeup, team play, and executive characteristics. A U BII Ctl Da ECI

47
Comments: (strong points and needs)

OVERALL PERFORMANCE

How well does the manager perform the total requirements

of his position AR BD CO Da ECI

PLAN OF ACTION

A. How can performance be improved? (by board or general manager)?

B. What specific steps have the board and general manager agreed to take to assure growth and development?

1.

Followup Date

2.

Followup Date

3.

Followup Date

4.

Followup Date

This appraisal form has been reviewed and discussed with me.

General Manager Date

42
PERFORMANCE APPRAISAL-SAMPLE 111

A Goal-Based System for Appraising a Manager’s Performance

Cooperatives are searching for ways to harness the potential of the manager’s talents. Boards of directors

recognize the benefits to both the cooperative and the individual manager.

Any organization can set and achieve goals. Recognizing this characteristic and the individuality of each

manager, directors should design a system that facilitates the planned growth of the cooperative. Setting

goals allow an organization to outline what is expected of the manager and measure what is actually

achieved. Goal planning and achievement contains several desirable features:

1. It measures the true contribution of the manager to the board and the cooperative.

2. It promotes coordinated efforts and teamwork toward accomplishing objectives and goals established

by the directors. The strategic planning process regardless of how simple or complex, broad, or

detailed hinges on the ability of the directors to guide this activity.

3. It defines the areas of responsibility of both the directors and hired management in the measured

areas.

4. It is results oriented

5. The manager may offer suggestions. Manager participation is tied directly to commitment to achieve

goals.

6. It aids in identifying the manager’s strengths and weaknesses.

7. It aids salary administration based on merit performance.

The manager and the board negotiate the terms in objectives and goals. As the strategic planning process

and the objective and goal setting function are blended, philosophy leaks downward through the cooperative and methodology leaks upward. The general manager’s job description becomes the axis for developing this process.

Using Performance Appraisal Guides

1. Fill in the manager’s name, evaluation period, and date the developed plan.

2. List the general objectives of the plan under the “goal” column (3 or 4 major goals).

3. Weight each goal as it relates to the other goal so that the total weight is 1.00. Enter those weights in the

column marked “GOAL WT” next to the corresponding goal.

4. Design measurable performance standards for each goal, usually 1 to 4 performance standards per goal.

Enter these standards in the column marked “performance standards.”

5. Weight the importance of each performance standard as related to the other performance standards for

that goal.

43
The total weight of the performance standards should total the same weight as the goal.

Enter these weights in the column marked “standard weight.” The total standard weight for all performance standards should equal 1.00.

6. Determine levels of performance that indicate unacceptable, marginal, satisfactory, and exceptional

completion of the performance standards.

Enter these levels in the column marked “performance level score.”

0 pt. = Unacceptable 1 pt. = Marginal 2 pt. = Satisfactory 3 pt. = Exceptional

Points in Goal Setting

1. Goals should be stated in general terms

2. Performance standards should be specific and measurable in terms of time, quality, or quantity.

3. In designing performance-level score ranges for the performance standards, consider the following:

a. The exceptional score range should be challenging. Reaching this bonus level could make up for a less

than satisfactory score on another standard.

b. The satisfactory score range should reflect the performance standard.

c. The marginal range should reflect performance that is acceptable but not satisfactory.

d. The unacceptable range should reflect totally unsatisfactory performance.

4. General score ranges and indicative performance would be:

0.00 to 0.75 = Unacceptable Performance

0.75 to 1.55 = Marginal Performance

1.50 to 2.00 = Satisfactory Performance

2.00 to 3.00 = Exceptional Performance

5. The relationship between the board of directors and the manager becomes a real key to the success of

this system. It is at this negotiation that challenging, yet attainable, goals and performance standards

are designed. The board must be in control of the system, but at the same time, allow the manager sufficient comment that captures the manager’s commitment.

44
Performance Appraisal Plan

Manager Evaluation Period Date

Goal Goal wt. Performance Standard Std. wt. Performance Level Score

1. Increase Income .65 la. Increase unit sales of heavy fuel 10 percent .20 2 % Increase 0 4 % Increase 1

Sales/Service

Pt Pt

8 % Increase 2 Pt 10 % Increase 3 Pt

lb. Reduce shrink on all fuels to half of 1 percent .lO + 4 % 0 Pt + 2 % 1 Pt

+ 1.5% to 1 % 2 Pt .5 % 3 Pt

lc. Increase gross margins on TBA to 25 percent

Id. Generate $22,000 of income from “on the farm”

tire service vehicle

.lO

.05

Less than 21 % 0 Pt 21 to 22 % 1 Pt

23 to 25 % 2 Pt + 25 % 3 Pt

Less than $18,000 0 Pt $18,000 or more 1 Pt

$20,000 or more 2 Pt $22,000 or more 3 Pt

le. Increase tonnage sales of liquid nitrogen .lO 1 to 4 % 0 Pt 4 to 6 % 1 Pt

solutions by 8 percent. 6 to 8 % 2 Pt 8 % + 3 Pt

If. Increase custom fertilizer application .lO 0 to 999 A 0 Pt 1,000 A 1 Pt

by 5,000 acres 3,000 A 2 Pt 5,000 A + 3 Pt

2. Finance .20 2a. Maintain a ratio of 1:75 to 1:00 current .05 Less than 1.60 0 Pt 1.60 to 1 .OO 1 Pt

assets/liabilities 1.65 to 1.00 2 Pt 1.75 to 1 .oo 3 Pt

2b. 95 percent of all accounts receivable in .05 90 % or Less 0 Pt 91 to 92 % 1 Pf

current position 93 to 94 % 2 Pt 95 % + 3 Pt

2c. Complete budget within 30 days after the

beginning of the business year

.lO No 0 Pt Yes 3 Pt

3. Membership, employee, .15 3a. Hold 3 membership meetings .05 no meetings 0 Pt 1 meeting 1 Pt

and manager education 2 meetings 2 Pt 3 + meetings 3 Pt

3b. Conduct monthly employee informational

meetings

.05 No 0 Pt Yes 3 Pt

3c. Attend professional management institute .05 No 0 Pt Yes 3 Pt

1.00 1.00

Comments

ET
1p

3\ PERFORMANCE APPRAISAL EVALUATION

Name Evaluation Period Evaluator

Goal (key words) Performance Level +r)re Standard Weighted

Weight Score

1. Increase income -Sale/Services la. Increase unit sales of heavy fuels 10 percent

lb. Reduce shrink on all fuels to _ of 1 percent

lc. Increase gross margins on TBA to 23 percent

Id. Generate $22,000 of income from “on the farm” tire service vehicle.

le. Increase sales of liquid nitrogen solutions tonnage by 8 percent

If. Increase custom fertilizer applications by 5,000 :‘::res

2. Finance 2a. Achieve a 95 percent level for current accounts receivables

2b. 95percent of all accounts receivables to be in a current position.

2c. Complete budget within 30 days after the start of the business year.

3. Membership, employee 3a. Hold 3 membership meetings

and manager education

3b. Conduct monthly employee informational meetings

3c. Attend professional management institute

TOTALS

Comments

2

1

2

0

2

1

2

2

2

1

1

1

.20

.lO

.lO

.05

.lO

.lO

.05

.05

.lO

.05

.05

.05

1.00

.40

.lO

.20

.oo

.20

.lO

.lO

.lO

.20

.05

.05

.05

1.55
Performance Appraisal Plan Form

Manager - Evaluation Period Date

Goal Goal wt. Performance Standard Performance Level Score

0 Pt

2 Pt

1 Pt

3 Pt

0 Pt

2 Pt

1 Pt

3 Pt

0 Pt

2 Pt

1 Pt

3 Pt

0 Pt

2 Pt

1 Pt

3 Pt

0 Pt

2 Pt

1 Pt

3 Pt

0 Pt

2 Pt

1 Pt

3 Pt

0 Pt

2 Pt

1 Pt

3 Pt

0 Pt

2 Pt

1 Pt

3 Pt

0 Pt

2 Pt

1 Pt

3 Pt

0 Pt

2 Pt

1 Pt

3 Pt

Comments

1.00 1.00
% PERFORMANCE APPRAISAL EVALUATION

Name Evaluation Period Evaluator

Goals (key words) Performance Level Score Std. wt.

Comments

Totals 1.00

Weighted

Score
U.S. Department of Agriculture

Rural Development Administration

Cooperative Services

Ag Box 3200

Washington, D.C. 20250-3200

RDA Cooperative Services provides research, management, and educational assistance to

cooperatives to strengthen the economic position of farmers and other rural residents. It works

directly with cooperative leaders and Federal and State agencies to improve organization,

leadership, and operation of cooperatives and to give guidance to further development.

Cooperative Services (1 ) helps farmers and other rural residents develop cooperatives to obtain

supplies and services at lower cost and to get better prices for products they sell; (2) advises

rural residents on developing existing resources through cooperative action to enhance rural

living; (3) helps cooperatives improve services and operating efficiency; (4) informs members,

directors, employees, and the public on how cooperatives work and benefit their members and

their communities; and (5) encourages international cooperative programs.

Cooperative Services publishes research and educational materials and issues Farmer

Cooperatives magazine. The United States Department of Agriculture (USDA) prohibits

discrimination in its programs on the basis of race, color, national origin, sex, religion, age,

disability, political beliefs and marital or familial status. (Not all prohibited bases apply to all

programs). Persons with disabilities who require alternative means for communication of

program information (braille, large print, audiotape, etc.) should contact the USDA Office of

Communications at (202) 720-7808 (TDD).

To file a complaint, write the Secretary of Agriculture, U.S. Department of Agriculture,

Washington, D.C. 20250, or call (202) 720-7327 (voice) or (202) 720-1127 (TDD). USDA is an

equal employment opportunity employer.