Operations
Administrative Assistant
Meets/Exceeds Expectations
Does a very thorough job administering office services
Effectively maintains the work flow in our department
Quickly resolves administrative problems
Provides consistent customer service support
Ensures that all clients are treated with the utmost respect and professionalism
Thoroughly plans, organizes, and schedules our department’s workload
Flags hot issues that require management’s immediate attention
Proofreads and edits documents and makes necessary corrections
Always makes visitors feel comfortable
Maintains an up-to-date and organized filing system
Excels at coordinating a high volume of meetings
Keeps me informed of updates and last-minute changes in schedule
Highlights pertinent articles in trade journals and on the Internet
Consistently monitors office inventories and anticipates needed supplies
Needs Improvement
Falls behind in processing expense reports
Fails to screen calls effectively
Misspells callers’ names and transposes telephone numbers
Has a very difficult time prioritizing the workload
Maintains a disorganized desk
Has difficulty locating necessary documents on short notice
Causes unnecessary delays by having to do things twice
Requires a concrete outline of specific instructions
Fails to keep me informed of schedule changes
Mislabels files and misses typos in correspondence and reports
Pays too little attention to details
Has not tried to advance her technical knowledge and skills
Customer Service Representative
Meets/Exceeds Expectations
Excels at serving customers
Provides product and service information in a timely fashion
Readily resolves product and service discrepancies
Enhances customers’ sales and purchasing satisfaction
Consistently recommends ways to improve customer service
Creates a welcome and open dialogue with prospects
Questions prospects appropriately
Presents products on a problem-to-solution basis
Continuously evaluates customer feedback and recommendations
Delivers efficient service and high quality
Possesses a detailed knowledge of formal agreements with vendors
Effectively translates customer requirements to match our system
Resolves inquiries regarding order status and general product information
Regularly resolves billing errors via debit and credit memos
Qualifies new customers in terms of systems ordering capability
Rapidly investigates errant shipments and shortage inquiries
Diagnoses the causes of problems and selects the best solutions
Needs Improvement
Frequently fails to resolve customers’ problems in a timely manner
Does not proactively act on customers’ suggestions
Fails to bring problematic customer issues to management’s attention
Appears to cover up service issues rather than share them
Does not submit product and service reports by established deadlines
Demonstrates an insufficient knowledge of the online data entry system
Commits excessive errors when documenting product numbers and change orders
Sometimes fails to gain permission for approved or amended orders
Lacks sufficient knowledge of updated products
Continues to misdiagnosis basic customer inquiries
Does not currently meet outbound call volume benchmarks
Fails to qualify prospective customers
Fails to ask questions that are critical to the sale
Does not listen attentively to customers’ needs
Executive Secretary
Meets/Exceeds Expectations
Excels at providing one-on-one executive support
Ensures that all aspects of office administration are well taken care of
Independently composes correspondence without error
Accurately takes dictation using shorthand/fast notes/Dictaphone
Requires little direction in completing administrative assignments
Interfaces well with all levels of the senior management team
Makes visitors feel comfortable and welcome in our office
Is excellent resource on questions about office procedures and protocol
Screens calls aggressively
Is very protective of my time
Is very attentive to detail when proofreading and editing drafts
Ghostwrites memos for company-wide distribution
Demonstrates good use of language and vocabulary
Possesses advanced software skills
Prepares sophisticated PowerPoint presentations for sales meetings
Regularly attends meetings in my absence
Finds creative ways to streamline the workflow
Provides back-up administrative support to other members of management
Always says yes to a request for help
Is able to produce obscure or long-forgotten documentation quickly
Needs Improvement
Has difficulty working for more than one boss
Remains reluctant to say no when appropriate
Fails to share what his other priorities are
Does not regularly proofread or edit final drafts
Commits too many grammar and spelling errors
Fails to maintain an organized and up-to-date filing system
Requires temporary back-up support too often
Has difficulty managing my calendar and coordinating my travel schedule
Demonstrates resistance when asked to answer others’ phones
Requires repeated instruction and close supervision
Facilities Maintenance Supervisor
Meets/Exceeds Expectations
Supervises utility workers and contractors in general plant upkeep
Regularly oversees the planning and design of buildings and other facilities
Estimates costs for construction and facilities projects
Coordinates the maintenance and remodeling of machinery
Develops successful design criteria
Serves as key point of contact with architectural and engineering firms
Prepares accurate bid sheets
Thoroughly inspects construction and installation progress
Ensures conformance with established specifications and schedules
Is knowledgeable of building code and regulatory compliance issues
Effectively oversees clean-up, landscaping, and related work
Provides guidance to mechanics, electricians, and contractors
Troubleshoots repair issues for machines and equipment
Maintains the computerized maintenance management system
Acts as main contact for vendors on construction and deliveries
Needs Improvement
Is technically lacking in the areas of electrical and plumbing
Regularly neglects responsibilities for setup and takedown of equipment
Fails to ensure that manpower and machines are available when needed
Does not obtain sufficient price quotes for needed repairs
Fails to communicate production challenges and delays
Office Manager
Meets/Exceeds Expectations
Ensures the proper flow of work throughout the office
Manages the dual role of supervising staff and maintaining office systems
Ensures a high level of office staff performance
Closely monitors her direct reports’ efforts
Forecasts the administrative and operational needs of the office
Accurately schedules office expenditures
Identifies and resolves budget variances
Constructs action templates that others could follow in his absence
Serves as jack of all trades
Accurately maintains petty cash and stocks of office supplies
Troubleshoots hardware and software problems
Regularly prepares weekly attendance reports
Processes payroll without error
Administers equipment purchase, rental, and repair
Needs Improvement
Has difficulty confronting subordinates’ problematic performance
Alienates other support staff members who do not report directly to her
Clearly prefers the technical over the people-oriented aspects of her job
Lacks an advanced level of computer proficiency
Must rely on others to handle even the most basic of computer-related tasks
Is rarely willing to work overtime
Resists any change from established office guidelines
Shows favoritism to certain members of his team
Avoids mail sorting and distribution responsibilities
Resists dealing with the sudden changes to schedule
Fails to follow office policy and protocol
Receptionist
Meets/Exceeds Expectations
Pleasantly greets, welcomes, and directs visitors
Duly notifies employees of visitors’ arrivals
Generates a professional image of the company
Serves as the first point of contact for all incoming phone calls
Makes introductions in a professional and warm manner
Serves as the first checkpoint of building security
Ensures that all visitors have appropriate identification badges
Voluntarily walks guests to their destinations rather than leaving them on their own
Routes all departmental mail accurately
Distributes all incoming courier packages to recipients in a timely manner
Follows all front office policies and procedures
Refers potential conflicts with visitors to the appropriate manager
Receives recognition from visitors regarding her friendliness and professionalism
Readily provides back-up support work without being asked
Needs Improvement
Has difficulty directing callers to the appropriate parties
Lacks familiarity with key players in the organization
Fails to ensure that visitors sign the logbook and wear badges
Leaves the desk too often to fraternize with others
Permits an excessive number of incoming calls to go to voicemail
Displays a lackluster and apathetic attitude
Acts as if certain manual duties are below him
Fails to follow front office dress code protocol
Has not yet mastered the technical aspects of the telephone system
Has particular difficulty coordinating conference calls
Gets flustered when the console lights up with too many incoming calls
Leaves callers on hold for excessive periods of time
Research Manager
Meets/Exceeds Expectations
Successfully plans, executes, and analyzes traditional marketing research
Effectively aids management decisions on new product/service development
Continually evaluates the effectiveness of research
Continuously investigates new research tools and methodologies
Helps clients improve their strategic vision and profit
Identifies new market trends and opportunities
Strategically assesses market and competitive conditions
Excels at managing qualitative and quantitative market research projects
Supports new product development
Regularly engages in data collection and research design
Prepares effective survey instruments and discussion guides
Is highly regarded for the quality of her research design and analysis
Demonstrates solid report writing skills
Proactively investigates new methods and technologies
Regularly recommends testing and validation
Delivers actionable marketing insights in a cost-effective manner
Excels at assessing primary market research needs
Needs Improvement
Has difficulty relating to consumer wants and needs
Lacks a thorough understanding of marketing and customer profiling
Remains challenged by proposal writing
Has difficulty outlining objectives, methodologies, and costs
Has yet to demonstrate full competency in research design and analysis
Fails to consistently validate analyses against industry standards
Has difficulty translating customer feedback into actionable recommendations
Lacks familiarity with Nielsen syndicated data and statistical software
Risk Manager
Meets/Exceeds Expectations
Effectively forecasts risks
Designs, negotiates, and purchases appropriate insurance coverage
Identifies all factors with the potential for causing financial losses
Participates in the management of major claims
Keeps management properly advised of pending risks
Develops policies that prevent or mitigate loss exposures
Develops insurance and risk management emergency response policies
Strategically analyzes corporate insurance requirements
Forecasts and budgets for insured and retained losses and premiums
Effectively sets claim reserves
Provides appropriate loss indemnification language for proposed contracts
Collects, develops, and analyzes insurance underwriting information
Manages compliance with state regulations and insurers’ requirements
Prepares the annual insurance budget
Needs Improvement
Does not accurately forecast premiums or allocate reserve variances
Fails to consistently follow up on audit and examination findings
Has not kept abreast of recent changes in laws and applicable regulator guidance
Has missed opportunities to review leases, contracts, and operational policies
Lacks knowledge of workers’ compensation and claims monitoring
Has not yet learned how to measure and monitor credit exposures
Safety and Security Supervisor
Meets/Exceeds Expectations
Successfully supervises a broad range of health and safety activities
Demonstrates mastery of OSHA compliance and workers compensation
Ensures compliance with all aspects of our safety and security program
Leads business recovery, site security, and evacuation planning efforts
Regularly conducts programs for the safety and security of employees
Has developed a workable corporate disaster plan
Carefully reviews injury and vehicle accident trends
Readily recommends effective safety enhancements and corrective actions
Maintains accurate records of inspections, periodic maintenance, and repairs
Supervises inspections of fire suppression systems, extinguishers, and alarms
Facilitates effective access control
Ensures that ID badges, pass codes, and keys are in proper working order
Regularly maintains security alarm authorized user lists and codes
Serves as a single point of contact for all security system issues
Conducts timely investigations of all work-related safety accidents
Regularly accompanies all insurance inspectors on walk through tours
Needs Improvement
Fails to maintain accurate records of inspections and audits
Does not keep abreast of improvements in safety equipment
Fails to conduct industrial hygiene surveillance inspections
Does not regularly communicate safety and security concerns to management
Has fallen behind in providing employee safety orientation training
Transportation Supervisor
Meets/Exceeds Expectations
Schedules the timely delivery of freight
Manages both the fleet and driver workforce
Oversees the general supervision of transportation logistics
Maintains the truck routing system and daily dispatch sheet
Regularly identifies opportunities to increase back-haul revenue
Communicates effectively with vendors, trucking companies, and buyers
Regularly maintains dispatch schedules
Ensures that loads are shipped on time
Provides up-to-date information to drivers, clerks, and back-haul coordinators
Creates timely tracking reports
Effectively tracks goals, customer service, and cost control
Coordinates efficient route deliveries
Ensures timely pickup times for scheduled back hauls
Ensures compliance with company policies and federal DOT regulations
Prioritizes the flow of trucks and trailers
Needs Improvement
Resents having to occasionally deliver product himself
Fails to effectively coordinate dispatch functions and load efficiencies
Often fails to ensure the timely departures of loads
Does not sufficiently support hub operations
Does not readjust for inbound/outbound schedules, delays, or re-routes
Cannot yet demonstrate mastery of trucking software
Warehouse Manager
Meets/Exceeds Expectations
Manages all aspects of warehouse operations
Successfully oversees receiving, shipping, and cycle counting
Plans, organizes, and monitors all activities within the receiving warehouse
Ensures smooth and consistent warehouse operations
Responsibly accounts for the accuracy of the warehouse inventory
Ensures the timely flow of materials into and out of the warehouse
Oversees the safe and efficient movement of incoming materials
Regularly ensures that materials are stored properly to conserve space
Has strong knowledge of warehouse and material handling operations
Monitors uniform procedures for storing, inventorying, and shipping
Successfully moves materials to and from storage configurations
Generates up-to-date task lists, operating instructions, and error reports
Insists on an orderly, clean, and accident-free department
Needs Improvement
Fails to adequately manage the computerized inventory control program
Does not consistently examine work for exactness or conformance to policy
Neglects inspecting the physical condition of the warehouse and equipment
Fails to maintain inventory accuracy of 97 percent or better
Does not safely operate material handling equipment