S Brewer 2016 Midyear Review Guidelines Summary
1. Strengths:
You met expectations in the following performance areas: AHT- 300.7, Adherence%-90.26%, NPS% -27% , AFD-7.02, Unscheduled Attendance%-5.98%,
You exceeded expectations in the following performance areas: Sales points to goal % - 212%, Silence% - 5.8%
Comments: You do a great job with your RGUs. Take every opportunity to upsell our products to our customers. Getting our customers into advanced products will make them happier with our service. Your AHT (Average Handle Time) was 100 sec under the goal and you have a great sense of urgency to get back to your customers. Shannon you have the lowest Silence on the team, and you exceed at working with your customers. Adherence is again
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Your Rep Rating is low for the review period. To improve your customer survey scores you need to work on the following: work on how you deal with upset customers with a lighter tone, you have to make sure that the customer understands that you want to help them. You need to make sure that you are following the BPA call flow to make sure that you are hitting all the required points of the BPA score cards. Your unscheduled attendance is a little high I know that you have had a few family issues that came up unexpected . You are out of goal for QC errors. To improve your error % you need to work on the following (specifics you have found that drive their error % up).
Additional areas of focus: We must continue to focus on improving the customers’ experience with Mediacom. We will continue coaching on soft skills, dealing with upset customers, voice tone, and first call resolution. For the review period you were surveyed 545 times with a 27% NPS and 7.38 Rep Rating. We will continue focus on customer experience with BPA coachings and customer surveys.
3. Scorecard Rating:
For the review period your scorecard average was 49.4, which puts you in the Developmental range. By focusing on the areas outlined for improvement, you can increase your scorecard % to 55.0 by the annual review.
4. Overall
This performance appraisal was very important for many employees that wanted to further their career in Costco. The performance appraisal consist of short-term goal that are attainable and long term-goals that also are attainable. For instance, our previous Warehouse Manager has made a career at Costco we started as a stock and thru a productive performance reviews that include long and short term goals, we was groomed by management and was able attained his long term goal in becoming a warehouse manager. The long term planning encourage aspiration for management and increase motivation that lead to his innovative work practices which in the long run it benefited the
We strive to deliver excellent service and appreciate being made aware of instances in which improvement is possible. If you require additional information, please do not hesitate to contact us in the future.
As provided in the table above. Using correlation and regression analysis, conduct a study to validate the balanced scorecard. The objective of the study is to make sure that the scorecard measures being used are
As a team, we partially met expectations in our first quarter SPH performance with a 2.57 SPH on a goal of 2.75. With improved focus and engagement, we are on track to achieve expectations or greater on our Q2-YE SPH goal wit a 2.86 SPH. We had some close calls, yet still managed to produce zero iRC stock outs even with our move to One Life Way. The team was able to achieve expectations by completing our standardization project on time, enabling a seamless move to One Life Way.
Porter, this month you scored 7.4 points per hour. Your new 12 month average is 7 points per hour. The team average was 8.7 points per hour and the department average was 9.14 hour. Porter the new department goal for 2016 was decreased from 10 points per hour to 9.5 points per hour. Although this goal has been reduced, you continue to fall well below the goal. Porter, this, along with every other area of responsibility in our department it is critical that you perform within the company 's expectations. You continue to score low month-over-month in productivity. You and I have already discussed how important it is that you improve your performance overall. 2016 is going to be a challenging year and you need to do whatever necessary to improve your performance .
If Target wants to stay competitive with their rivals, they must take the steps necessary to not only stay with the competition but try and gain an edge over them in the process. By making a few minor adjustments that will benefit their guests, we believe that Target can increase profit and customer satisfaction.
I am writing to provide a summary of performance feedback following our meeting of 8 April 2016 regarding your organisation’s performance for the period ending 31 December 2015. The performance review is related to the assessment of performance on all three Key Performance Indicators (KPIs) taking into account a range of performance measures.
I certainly believe I have met/exceeded expectations for all my engagements. In the coming years, I will continue to; create high quality deliverables on time and in budget, establish and maintain a positive relationship with the client, practice effective time management skills, take on additional responsibilities, and not be afraid to ask more questions.
My overall performance score would be a ten (10). Even though, my department had an employee relation issue for six-month, the issue was resolved. Moreover, my team members are engaged employees that are empowered to make the necessary changes to ensure that the organization’s goal are met. Furthermore, my department is filled with the best and brightest in the field of information technology so any goal that is given to my department, the department has proven that it will succeed in the task. Thus, quantifying my managerial style with high rating in performance appraisals and my department being the most sought after department by current employees of the organization and recent college graduates.
By applying balanced scorecards, KPIS, performance reviews and service level agreement, AC Gilbert Company should be able to achieve the expectation that they wants to be. And also, they should measure customers’ complaints in order to improve the current issue.
I hope the week has gone well for you all!. As you will notice when reviewing these, we have rolled out an enhanced version of our Strategy Overview & Performance Monthly Report. The format of the report is one you have been accustomed to, with a similar “look & feel” however with additional details, like YoY and MoM percentage of difference.
We want to introduce our new sales team that has been put together in the past few weeks to the company’s new strategy and sales program, we have taken the authorization to assign each member to their appropriate training and orientation. I have put together an appraisal performance form so we are able to evaluate the member’s performance of our team, and this will provide feedback so we are able to understand the voice and opinion of the management team from the employees. I will be reviewing each appraisal, and feedback will be given to each team member , feedback will help assist in the future to perform at a top level and if needed will offer educational opportunities.
Joshua, your rework for this month landed at 7.0%. Your new 12 month average is 7.2%. The team average for the month was 9.7% and the department average was 7.1%. Joshua you continue to perform very well in this particular area. I want to thank you for your commitment and dedication at maintaining your rework at an exceeding level. Your whole house compliance was 95.7% and your whole house in range was 95.6% for the month. Currently your 12 month average is 93.3% and 96.5% respectively. Currently the new department goal in these two areas is 95.8%. This is definitely and area that you are going to have to work on in order to meet or exceed it in 2016.
Quality customer service is necessary to attain high levels of customer satisfaction. The company’s Call Center is usually the first department in the company the customer contacts for service, and the first person the customer communicates with when he or she are not satisfied. The employees who work as customer service representatives should be professional and not ineptitude. In efforts to prepare CSRs with skills and knowledge available to them, the company must provide modern equipment, training, incentives to recommend, and retain qualified employees (Lucas, n.d.).
8. Performance indicators help to outline and gage progress towards targets set out by a company, this can include quality of staff, continuity of care, and the effectiveness and quality of our service. On a regular basis we send out questionnaires to all service users which cover the topics of the CQC key lines of enquiry. These being are we safe? Are we effective? Are we caring? Ae we responsive? And are we well-led? This enables us to monitor the quality of the service provision and we can use the data from the questionnaires to constantly find ways of improving the service we provide. We also have similar questionnaires for staff members to complete again covering the CQC key lines of enquiry, these are retained and then can be used again to improve our service provision and will be used when carrying out appraisals and supervisions. After each of our training sessions we also ask all staff members to complete a short questionnaire relating to the training and if they found it beneficial and informative to the services they will be providing. We ask all staff members to complete the forms as honestly as possible. We will then use these to amend our training in order to constantly improve our company. When staff members leave