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Several supervisors have told us they have difficulty measuring the results of their secretaries' work rather than the activities they perform. In the first article in this series, we described a results-focused method for measuring the accomplishments of a research scientist by charting the flow of the scientist's work. Because the purpose of a scientist's work is very different from that of a secretary's, a different method for measuring work better fits the secretary's role—a customer-focused method. (You can find this and several other methods for measuring results in A Handbook for Measuring Employee Performance: Aligning Employee Performance Plans With Organizational Goals, available on our website.
The first step to a customer-focused method is to ask the following questions:
By asking these questions, a supervisor and secretary could develop the following list of customers and their expectations. Note that we list customer expectations as products or services, not activities.
This example is very general and represents a minimum framework of what a performance plan could include.
By using a customer-focused method, and by describing the results of the secretary's activities rather than the activities themselves, supervisors and secretaries might develop a performance plan that includes the following elements and standards:
Element: Administrative Support Results. Products or services include a file system, time and attendance records, a calendar, travel arrangements, and draft correspondence.Fully Successful Standard: The supervisor typically finds that:
Element: Office InformationFully Successful Standard: The supervisor typically finds that: