Ohio State University



|[pic] |Facilities Operations and Development |

| |Job Knowledge |

Benchmark Guidelines - Use these statements as a guide to help determine the level of employee

performance on the Job Knowledge dimension. You are encouraged to use other factors as appropriate.

|Below Expectations |Meets Expectations |Above Expectations |

|Unable to perform and/or demonstrate knowledge for|Technically experienced and competent in |Technically experienced & competent in performing |

|the full range of job duties. |performing the full range of job duties. |the full range of job duties. Demonstrates an |

| | |understanding of how the area of knowledge relates|

| | |to broader departmental or university goals. |

|Requires repeated training and/or specific |Has thorough working knowledge of the area. |Plays a role in transferring skills and knowledge |

|instruction about how to complete some or all job | |to others. |

|responsibilities. | | |

|Displays a sporadic understanding of routine job |Handles most routine tasks of the job. May need |Independently handles the most difficult aspects |

|duties. |direction for more difficult tasks. |of the job. |

|Demonstrates minimal understanding of procedures, |Demonstrates thorough understanding of procedures,|Demonstrates thorough understanding of procedures,|

|regulations, and policies. Incorrectly applies |regulations, and policies. Applies them |regulations, and policies. Provides insight & |

|them. |correctly. |actionable suggestions for best practices. |

|      |      |      |

|Performance Dimensions |

|Job Knowledge |Rarely – |Usually |Consistently |

| |Occasionally |(1 point) |– Always |

| |(0 points) | |(2 points) |

|1. Possesses and applies knowledge or skills necessary for task completion. | | | |

|2. Keeps informed on current developments, methods, skills, and techniques in job. | | | |

|3. Understands job requirements and responsibilities. | | | |

|4. Demonstrates ability to perform necessary tasks and procedures and with proper equipment. | | | |

|5. Understands how the goals for the employee tie to the university mission. | | | |

|Subtotals (add each column) |      |      |      |

|Total Points (of all columns) |      |Avg. Score (Total Points ÷ 5) |      |

|Justification of Rating (include specific examples and documentation as appropriate) |

|      |

|Name |Date |Job Knowledge |Initials |

|      |      | | |

| | |

Benchmark Guidelines - Use these statements as a guide to help determine the level of employee

performance on the Dependability dimension. You are encouraged to use other factors as appropriate.

|Below Expectations |Meets Expectations |Above Expectations |

|Needs continual reminders to complete tasks and/or|Successfully completes most tasks on time without |Consistently completes tasks on time or early and |

|work assignments or fails to do so timely. Fails |having to be reminded. Meets time standards for |looks for opportunities to improve processes. |

|to respond timely or consistently to requests from|position. Responds promptly to requests form |Goes above and beyond in responding to request |

|supervisors, coworkers, and/or customers |supervisors, coworkers, and/or customers. |from supervisors, coworkers, and/or customers. |

|Does not recognize that (s)he can perform and does|Makes decisions and takes action. Is focused on |Focuses energy on achieving results to real goals |

|not create meaningful results. |activities that add value. |and desired outcomes. |

|Does not recognize when a situation calls for a |Is prepared to try out different solutions or take|Applies and modifies learned concepts, |

|different approach from the usual process. |a different approach when needed. Is committed to|methodologies, or ideas to develop effective |

|typically complains or blames others when problems|finding a solution to a problem instead of |solutions to problems. Takes ownership of |

|emerge. |complaining or blaming others. |problems and for finding solutions. |

|Productivity declines with changes in workload, |Seeks out information or guidance as needed to |Consistently demonstrates resilience against |

|work processes or procedures, or new customer |resolve issues when changes in workload, work |obstacles and challenges. |

|needs. |processes or procedures, or customer needs occur | |

| |so productivity does not suffer. | |

|      |      |      |

|Performance Dimensions |

|Dependability |Rarely – |Usually |Consistently |

| |Occasionally |(1 point) |- Always |

| |(0 points) | |(2 points) |

|1. Can be relied upon to complete assignments accurately and timely with follow-up as needed. | | | |

|2. Adjusts to changes in workload, unit, and/or customer needs. Continues to be productive. | | | |

|3. Takes ownership of problems and responsibility for actions. | | | |

|4. Is accountable for meeting objectives. | | | |

|5. Responds promptly to requests from supervisors, coworkers, and customers. | | | |

|6. Is committed to finding solutions and takes action that creates meaningful results. | | | |

|7. Recognizes when a situation calls for a different approach from the usual process and takes action | | | |

|accordingly. | | | |

|Subtotals (add each column) |      |      |      |

|Total Points (of all columns) |      |Avg. Score (Total Points ÷ 7) |      |

|Justification of Rating (include specific examples and documentation as appropriate) |

|      |

|Name |Date |Dependability |Initials |

|      |      | | |

| | |

Benchmark Guidelines - Use these statements as a guide to help determine the level of employee

performance on the Productivity dimension. You are encouraged to use other factors as appropriate.

|Below Expectations |Meets Expectations |Above Expectations |

|Fails to produce the volume of work needed and/or |Generally produces the volume of work expected |Consistently exceeds expectations on volume of |

|expected within specified time frames. Sacrifices|within specified time frames without sacrificing |work within specified time frames without |

|quality to produce volume expected. |quality. |sacrificing quality. |

|Consistently takes longer than coworkers or than |Generally completes work assignments and/or |Consistently completes assignments and/or projects|

|standard to complete work assignments and/or |projects within standard time frames. |ahead of schedule without sacrificing quality. |

|projects. | | |

|Is unorganized in his/her approach to work. |Consistently approaches work in an organized |Organizes work in an optimal manner allowing |

| |fashion. |him/her to do more in less time. |

|Lacks a sense of urgency about solving problems or|Usually demonstrates an appropriate sense of |Consistently finds ways to improve processes or |

|getting work done. |urgency about solving problems and getting work |approaches to work to increase productivity |

| |done. |without sacrificing quality. |

|      |      |      |

|Performance Dimensions |

|Productivity |Rarely – |Usually |Consistently |

| |Occasionally |(1 point) |- Always |

| |(0 points) | |(2 points) |

|1. Produces the volume of work expected within specified time frame without sacrificing quality. | | | |

|2. Is organized and produces a volume of work to support goals within a specified time frame. | | | |

|3. Completes projects or tasks and quickly focuses on new assignments. | | | |

|4. Exerts amount of effort over time to achieve a goal. | | | |

|5. Demonstrates an appropriate sense of urgency about solving problems and getting work done. | | | |

|Subtotals (add each column) |      |      |      |

|Total Points (of all columns) |      |Avg. Score (Total Points ÷ 5) |      |

|Justification of Rating (include specific examples and documentation as appropriate) |

|      |

|Name |Date |Productivity |Initials |

|      |      | | |

| | |

Benchmark Guidelines - Use these statements as a guide to help determine the level of employee

performance on the Quality dimension. You are encouraged to use other factors as appropriate.

|Below Expectations |Meets Expectations |Above Expectations |

|Assignments are not executed, are poorly executed,|Assignments are executed timely and carried out |Goes above and beyond in completing assignments, |

|or are not completed with assigned objectives . |accurately as assigned. |often exceeding objectives and/or completing |

| | |assignments ahead of schedule. |

|Is unable to or has difficulty identifying |Is typically able to identify problems and develop|Quickly identifies problems and develops optimal |

|problems, developing solutions, or making |and recommend solutions that meet the current |solutions that go beyond the current need. |

|recommendations for improvement. |need. | |

|Does not seek or share expertise on best practices|Seeks expertise from others as needed and shares |Consistently takes the initiative to seek and |

|with others. |expertise with others as requested. |share expertise on best practices up, down, and |

| | |across the organization. |

|Regularly takes shortcuts that adversely affect |Does work needed to complete the assignment and |Goes above and beyond to achieve exceptional work |

|quality of work. |follows proper protocol. |results within appropriate time period, pursuing |

| | |innovative approaches to achieve quality results |

| | |in less time. |

|      |      |      |

|Performance Dimensions |

|Quality |Rarely – |Usually |Consistently |

| |Occasionally |(1 point) |– Always |

| |(0 points) | |(2 points) |

|1. Completes assignments accurately and complies with objectives. | | | |

|2. Identifies problems, develops solutions, and makes recommendations for improvement. | | | |

|3. Seeks and shares expertise on best practices. | | | |

|4. Maintains quality standards despite schedule pressures. | | | |

|5. Maintains high personal work standards. | | | |

|6. Avoids shortcuts that may adversely impact quality. | | | |

|7. Achieves quality results. | | | |

|Subtotals (add each column) |      |      |      |

|Total Points (of all columns) |      |Avg. Score (Total Points ÷ 7) |      |

|Justification of Rating (include specific examples and documentation as appropriate) |

|      |

|Name |Date |Quality |Initials |

|      |      | | |

| | |

Benchmark Guidelines - Use these statements as a guide to help determine the level of employee

performance on the Teamwork dimension. You are encouraged to use other factors as appropriate.

|Below Expectations |Meets Expectations |Above Expectations |

|Tends to isolate self from others while working on|Consistently works with others to accomplish goals|Promotes a positive climate, good morale, and |

|team goals and objectives. |and tasks. |cooperation in the team. Encourages all on the |

| | |team to contribute. |

|Sometimes treats team members in disrespectful |Treats team members in a respectful and |Treats team members with respect. Publicly |

|manner. May treat members with hostility or |professional manner. Supports team despite |recognizes the contributions of others. Actively |

|indifference. |different points of view. |seeks to eliminate cliques. Assists in problem |

| | |solving to create an inclusive environment for the|

| | |team. |

|Talks about teamwork but does not demonstrate it |Considers the views of others when analyzing a |Takes specific steps to create a team environment |

|in his/her actions. Is not regarded by others as |situation or developing a solution. Works well |and model desired behavior. Partners with other |

|a “team player.” |with most people and generally is regarded by |teams and promotes collaborative decision making |

| |others as a “team player.” |to solve problems. |

|Creates or contributes to a negative work |Initiates communication to help the team resolve |Values input from others. Is willing to learn |

|environment and/or team conflicts. Waits for |interpersonal conflicts and problems. Provides |from others. Brings conflict in the team to the |

|others to solve interpersonal or team conflicts |relevant team feedback. |open and encourages or facilitates a beneficial |

|and problems. | |resolution for the team. |

|      |      |      |

|Performance Dimensions |

|Teamwork |Rarely – |Usually |Consistently |

| |Occasionally |(1 point) |– Always |

| |(0 points) | |(2 points) |

|1. Willingly cooperates and shares information with others to accomplish team objectives. | | | |

|2. Recommends ideas and/or procedures for work improvement or problem solution. Uses ideas and | | | |

|suggestions from others. | | | |

|3. Maintains positive, cooperative working relationship with coworkers, managers, and customers. | | | |

|4. Volunteers timely assistance to team members. | | | |

|5. Supports group goals over personal gains. | | | |

|6. Acts with integrity and contributes to the group effort. | | | |

|7. Treats others with respect. | | | |

|Subtotals (add each column) |      |      |      |

|Total Points (of all columns) |      |Avg. Score (Total Points ÷ 7) |      |

|Justification of Rating (include specific examples and documentation as appropriate) |

|      |

|Name |Date |Teamwork |Initials |

|      |      | | |

| | |

Benchmark Guidelines - Use these statements as a guide to help determine the level of employee

performance on the Customer Service dimension. You are encouraged to use other factors as appropriate.

|Below Expectations |Meets Expectations |Above Expectations |

|Fails to follow through with customer commitments |Follows through on customer commitments. |Seeks information about real, unexpressed customer|

|or does so inconsistently. | |needs and provides proactive solutions. |

|Employee is difficult to contact or responds to |Recognizes when processes are negatively impacting|Recommends strategies and solutions that have |

|customer in an untimely manner. |customer service, assumes ownership of the issues,|long-term customer benefits. |

| |and takes appropriate steps to resolve the | |

| |problem. | |

|Tries to meet customer needs without learning from|Corrects customer service problems promptly |Proactively builds customer relationships and |

|past mistakes. Fails to keep customers informed. |without becoming defensive. Keeps customers |maintains good long-term customer relationships. |

| |informed every step of the way. |Errs on the side over-communicating. |

|Ignores customer requests, passes the customer on |Is responsive to customer needs. Makes self |Consistently takes concrete steps to add value by |

|(passes the buck), or is disrespectful. Meets |appropriately available to the customer and |applying a solid understanding of customer needs. |

|customer needs but is difficult to contact or |communicates when an issue will be addressed or if|Helps the customer navigate the organization by |

|responds in an untimely fashion. |there will be a delay. Demonstrates respect |explaining services offered. Coaches others on |

| |toward customer. |how to maintain customer relationships to create |

| | |long-term customers. |

|      |      |      |

|Performance Dimensions |

|Customer Service |Rarely – |Usually |Consistently |

| |Occasionally |(1 point) |– Always |

| |(0 points) | |(2 points) |

|1. Understands that all employees have external and/or internal customers that they provide services | | | |

|and information to and is clear about who those customers are. | | | |

|2. Provides customers helpful, courteous, accessible, responsive, and knowledgeable customer service. | | | |

|3. Demonstrates an understanding of the customer’s point of view and is able to gain customer | | | |

|confidence. | | | |

|4. Communicates and interacts with customers to effectively manage customer expectations. | | | |

|5. Delivers on commitments made to customer. | | | |

|6. Builds positive customer relationships and obtains customer satisfaction. | | | |

|7. Keeps customers informed of relevant information, projects, and/or processes. | | | |

|Subtotals (add each column) |      |      |      |

|Total Points (of all columns) |      |Avg. Score (Total Points ÷ 7) |      |

|Justification of Rating (include specific examples and documentation as appropriate) |

|      |

|Name |Date |Customer Service |Initials |

|      |      | | |

| | |

|Performance Dimensions |

|Policies & Procedures | |Below |Meets |

|Adheres to university policies (hr.osu.edu/policy) and departmental policies and procedures, including| | | |

|attendance. | | | |

|Justification of Rating (include specific examples and documentation as appropriate) |

|      |

|Name |Date |Policies & Procedures |Initials |

|      |      | | |

| | | below | meets |Employee |Reviewer |

|[pic] |Facilities Operations and Development |

| |Performance Evaluation |

| |Overall Rating |

Guidelines – Consider all supporting documentation during the entire rating period, including but not limited to supervisory notes, feedback and coaching sessions, employee self-assessment, recognition letters, complaints, and corrective action. To determine the overall rating, use the following guidelines.

|Below Expectations |Meets Expectations |Above Expectations |

|If any 2 of the 7 dimensions are rated “below” |If all of the dimensions are rated “meets” |If at least 4 of the 7 dimensions are rated |

|expectations, then the overall performance |expectations, and/or 1 of the 7 dimensions is |“above” expectations and the rest of the |

|evaluation rating is “Below Expectations.” This |rated “below” expectations, and/or up to 3 of the |dimensions are rated “meets” expectations, then |

|is true regardless of the employee’s other |7 dimensions are rated “above” expectations, then |the overall performance evaluation rating shall be|

|ratings. |the overall performance evaluation rating shall be|“Above Expectations.” |

| |“Meets Expectations.” | |

|Rater Comments |

|      |

|Employee Comments |

|      |

|Name |Date |Overall Rating |Initials |

|      |      | | |

| | below | meets | above |Employee |Reviewer | |

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