Monthly Archives: November 2006

Tips for measuring performance

This question has been posted by a reader Sarfaraz for the article “Writing SMART goals – part 3”.

This article is very good and it helped me to make an objective for my Department. I wounder if you could provide me some tips to guage employee performance (specially field staff). We provides service by receiving calls from customer and try to provide service as soon as possible.

Once again thanks for this article

Because I haven’t made any posts for a while, I thought this would be a good opportunity to kill two birds with one stone.

Here’s some classic ways to measure performance:

1. Quality
2. Quantity
3. Timeliness
4. Cost effectiveness

Sarfaraz’s question is specifically related to the service provided by field staff. So with that in mind, here’s some ideas:

Quality – you can measure the quality of the service provided by surveying the customer, using a mystery caller or having a more experienced officer monitor and review service provided.

Quantity – an example here might be the number of clients served in a given time period. Careful what you ask for here. Quality may suffer if you reward only quantity.

Timeliness – you could measure how long the customer needs to wait before service has been provided.

Cost effectiveness – A couple of ideas here. If your employee’s have control over the costs of components used in providing service, you can set a goal and measure the reduction in those costs. Another idea – escalating problems to a more senior person can be time consuming and costly. So you might choose to measure how many problems need to be escalated.

If anyone else can offer some suggestions for Sarfaraz I’d love to hear them.