* Before beginning the PPC process, review USF’s policies and procedures for performance management and evaluation.

1. Define the work

·        What is the nature of the role?

·        What are the primary duties and responsibilities as defined by the employee’s Position Description Questionnaire (PDQ)?

2. Communicate standards and expectations

The following can be used to develop clear standards and expectations:

·       Quality measures

·       Customer expectations

·       Time deadlines and efficiency expectations

·        Cost effectiveness measures

Tips for clearly communicating expectations and standards:

·        Be specific – avoid overly broad and ambiguous terms

Too broad:

Provide good customer service

Be courteous and friendly

Specific:

Smile and make eye contact when a new customer enters the room

Return all client calls within 24 hours

·        Check to see what clarification is needed

·        Ask for a summary to ensure understanding

I want to be sure I covered everything. Would you tell me what you’ve heard so far so I can be sure I didn’t miss anything?

3. Set goals

·        What results are to be achieved in the next month, quarter, and/or year?

·        Why are these important? (How do they serve the department and/or organization’s mission?)

Use the following SMART criteria when setting goals