毕博管理咨询工具方法—PerformanceManagementToolboxchinese

1、绩效管理工具箱PERFORMANCE MANAGEMENT TOOLBOX1 / 24精品文档，值得拥有绩效管理工具THE PERFORMANCE MANAGEMENT TOOLBOX制定并执行结构化与系统化的绩效管理体系是长期有效地管理员工的关键。To effectively manage your team members on a long term basis, it is essential to implement a structuredand systemised Performance Management system.这一结构化的体系使管理人员能够与员工一起分享自己的知识

2、与经验，鼓励员工发展技能，达成其个人目标。This structured system will enable the Manager to share his/her knowledge and experience with their team members, encouraging team members to develop their skills and achieve their personal goals.有效的绩效管理体系的优点在于：Some of the benefits of an effective performance managements system

3、include:提供了一个学习与发展的系统程序Provides a systemised process for learning and development;使管理人员指导员工达成他们的目标Allows the manager to guide their team members towards his or her goals;在共同目标下，相互分享经验与观点The mutual sharing of experiences and opinions creates agreed-upon outcomes;创造一个团队间相互支持与鼓励的文化Creates a culture tha

4、t inspires and supports team members;增加工作满意度、激励员工Increased job satisfaction and employee motivation;改善经理人员与员工间的工作关系Improved working relationship between manager and direct reports;提高员工工作效率More productive teams; and更加有效地运用公司资源More effective use of organizational resources.管理人员的一个主要任务就是扮演员工的“导师”。辅导的内容

5、包括与员工一起工作，并引导其提升业绩表现。一个系统化的绩效管理程序可以帮助其完成这项工作。2 / 24精品文档，值得拥有One of the main roles of a manager is to act as a mentor to their team. Mentoring involves the processof working together with team members to lead them to improved performance. A systemised performance management process will assist them t

6、o perform this function.为了制定一个有效的绩效管理体系，需要对以下的环节进行系统化并制作成正式文本：To develop an effective performance management system, the following processes need to besystemised and documented:绩效评估Performance Appraisals;职位描述Job Descriptions; and个人绩效计划Personal Performance Plan.本工作手册为你提供了这些程序的模板，帮助你向员工提供定期、公正、具帮助性的反馈

7、意见。This workbook provides these templates to assist you to provide team members with regular, fair andsupportive feedback.3 / 24精品文档，值得拥有绩效评估PERFORMANCE APPRAISAL有效的绩效评估包括了经理人员与员工之间的互动，这需要一个公开的沟通渠道与相互间的信任。An effective performance appraisal involves a two-way partnership between managers and their te

8、am members where there are open communication channels and a mutual trust.互动合作的关键因素包括：The key factors of a two-way partnership are:管理人员向员工提供其绩效表现的反馈意见Mana ger provides feedback on the team member s performance to the teammember; and员工向管理人员提供其绩效表现的反馈意见Team member provides feedback on the manager s pe

9、rformance to themanager.除了这一互动的反馈程序外，也可以邀请其同事对其绩效表现提供反馈意见，以获得员工在团队环境下的绩效表现。In addition to this two-way feedback process, it is an excellent idea to invite peer group members to alsoprovide feedback on the team member s performance. This can provide valuable information regarding how a team member pe

10、rforms within the team environment.改善绩效评估的三个步骤THREE STEPS TO BETTER PERFORMANCE APPRAISALS当管理人员对员工进行绩效评估时，须考虑以下三个步骤：There are three key steps that all managers should take into consideration when conducting performance appraisals with their team members.1. 准备 PREPARATION4 / 24精品文档，值得拥有花时间来检查所有的评估表，包

11、括员工个人的、同事的及直属经理的。通过检查，找出你希望与员工就其优缺点方面要进行讨论的问题。Take the time to review all of the appraisal assessment forms; team member, peer and manager assessment of the team member. This will highlight any areas of strengths and weaknesses that you can discuss with the team member.在准备评估时，应注意以下方面：Take note of th

12、e following when preparing for the appraisal:找出弱点，考虑提供相应的培训机会Identify any areas of weakness and consider possible training options to overcome them;对于可能的结果心中有数Have desired outcomes in mind;清楚了解绩效评估的目的与评估尺度Be clear about the purpose and the parameters of the session;事前考虑可能出现的问题，并找出处理办法Think ahead abo

13、ut potential difficulties and how you will handle them;将绩效评估的计划通知员工，并让其事先做好准备工作Share with the team member how you plan to proceed in the performance appraisal and alert them to any preparation necessary on his or her part.2 实施绩效评估CONDUCTING THE PERFORMANCE APPRAISAL实施一个能够激励员工的成功的绩效评估，就必须考虑以下方面：To co

14、nduct a successful performance appraisal that will motivate the team member, consider the followingpoints of reference:在积极的氛围中进行。将重点放在个人发展机会上Keep the tone positive. Focus on the opportunity for personal development;确保员工接受并分享绩效评估的目标Make sure you have a shared understanding of the session s goals;5 /

15、24精品文档，值得拥有强调你真诚地希望能帮助他人Emphasize your sincerity in wanting to help the other person;积极主动地聆听员工的想法与解释Listen actively to the team member s thoughts and explanations;为员工提供一个发表自己观点、回答问题的机会Allow the team member an opportunity to present his/her ideas and respond to yours;讨论三个评估表结果的优缺点，以及中间可能出现的差异。使员工认同期望

16、达成的成果Discuss any advantages or disadvantages of all of the results of the three assessment forms and any differences that may arise between them. Agree upon desired outcomes;制定一个提升绩效的行动计划。计划中应包括时间表与你将如何来提供支持Create an action plan for performance improvement. Include timetables and details of how you

17、will support them;设立衡量成功的标准Set measures of success; and就行动计划寻求员工的承诺Receive commitment from the team member to the action plan.3 持续跟踪ALWAYS FOLLOW UP跟踪是实施成功的绩效评估的关键因素。在绩效评估之后，对员工进行持续的跟踪是至关重要的。这给员工留下你正在积极从事该项工作的印象。在进行跟踪时，应考虑到以下几点：Follow up is a key factor in conducting successful performance appraisal

18、s. It is extremely important to always follow up with the team member after the performance appraisal. This will demonstrate to them that you are committed to the process. The following key points should be addressed:设定一个跟踪讨论的日期，并确保你能够执行Set a date for a follow-up discussion and be sure to follow thr

19、ough;检查员工个人制定的进展情况Check the progress that the individual has made;6 / 24精品文档，值得拥有不断了解员工，并向其提供支持Continue to observe and provide support to the team member; and在必要时，对行动计划进行分析、监控与调整Measure, monitor and modify the action plan as necessary.7 / 24精品文档，值得拥有企业名称Business Name绩效评估Performance Appraisal年,月,日Mon

20、th, Year8 / 24精品文档，值得拥有绩效评估PERFORMANCE APPRAISAL姓名职位NAME:POSITION:经理部门MANAGER:DIVISION:评估日期APPRAISAL时间DATE:TIME:综述OVERVIEW绩效评估的目的在于向管理人员提供就员工的工作表现提出反馈意见的机会。The aim of the performance appraisal is to allow the manager the opportunity to provide feedback to the team member on how they are performing.评

21、估可以帮助员工明确自身的优缺点，使员工培养必要的技能，在企业中得到不断地发展。This appraisal will assist the team member to identify his/her strengths and weaknesses, which will allow the team member, to develop the necessary skills in order to grow and advance within the business.评估有三个环节，即员工自身、直属经理及同事。这有助于开辟一个公开沟通的渠道，并培养员工间的相互信任。This ap

22、praisal has been designed to create a three between managers, the team member and their peers.This encourages open communication channels and builds trust within a team.9 / 24精品文档，值得拥有说明INSTRUCTIONS绩效评估由三种类型的人员完成。这有助于管理人员与员工得到一个全面的信息，为下一步的行动提供一个良好的基础。绩效评估包括的人员为：The performance appraisal is completed

23、 by three sets of people. This will ensure that the Manager and Team Member will receive all good foundation of comparative information from which to base future action points. The people involved in the performance appraisal are:直属经理Manager;员工Team Member; and同事Peers.绩效评估表由五部份组成：The performance appr

24、aisal forms have been set out in five sections;工作表现Job Performance;技术方面的技能Technical Skills;个人品行Personal Attributes;工作执行水平Commitment Level; and主要业绩指标Key Performance Indicators.每一部份包括12 个问题。每一个问题按下面的分数进行打分。Each section contains 12 questions. Each question needs to be ranked according to the following

25、scale.10 / 24精品文档，值得拥有12没有达成所设定的目标与工作，业绩表现总体欠佳Does not achieve goals or tasks set and generally underperforms in the position.没有按照满意的标准达成目标与工作。业绩表现欠佳Does not achieve goals or tasks to a satisfactory standard.Underperforms.34较普通地按满意的标准达成了目标与工作Achieves goals or tasks to a satisfactory standard on a re

26、gular basis.高水准地完成了所有的目标与工作Is an overachiever and consistently achieves all goals and tasks to a high standard.在本职位上表现杰出，超额完成了所有的目标与工作。杰出表现员工5Excels in the position and over achieves all goals and tasks.Excellent performer.对于所有在3.5 分或 3.5 分以下的问题，都应该引起重视。应该制定相应的行动计划来帮助员工提高其在这方面的业绩表现。Any questions tha

27、t score less that 3.5 need to be addressed and an action plan formulated in order to assist the team member to increase their level of performance in that area.11 / 24精品文档，值得拥有绩效评估PERFORMANCE APPRAISAL请回答以下问题。这些问题是关于你对目前职位与未来目标期望的认知。Please answer the following questions detailing your feelings about

28、 your position and your future goals and aspirations.认真考虑这些问题，并做出尽量详细的回答。如果你需要更多的篇幅来回答问题，请自附纸张。Take the time to think these questions through and provide as much information as you would like. If you need to more room for your answers, please attach an additional sheet to the back of your performanc

29、e appraisal questionnaire.注意：必须回答所有的问题。Note :All questions are compulsory and must be answered.请描述你目前企业名称 的工作职责与未来职业机会Express your feelings about your present role and future career opportunities atBusiness Name.在 企业名称 工作，哪些是你喜欢的，哪些是你不喜欢的？请概述你对企业名称 的总体看法。What do you enjoy or not enjoy about working

30、at Business Name? Please express your overall opinionabout Business Name.12 / 24精品文档，值得拥有你在未来2-3 年希望达成的目标？请注明针对每个目标的时间进度表What would you like to achieve over the next 23 years? Please include a timeframe for each goal andaspiration.为了帮助你达成目标与期望，你需要什么样的培训与支持？What training or support would you like to

31、receive in order to assist you to achieve your goals and aspirations?13 / 24精品文档，值得拥有你认为 企业名称 的弱点是什么？对此你有什么改善的建议？Please identify any weaknesses that Business Name has. Please feel free to make any suggestions forimprovement.你认为 企业名称 的优势是什么？你有什么建议来发展与保持这些优势？Please identify any strength that Business

32、Name has. Please feel free to make any suggestions on howto improve or maintain these strengths.你对公司员工与经理的总体看法是什么？What are your overall views about your team members and manager?14 / 24精品文档，值得拥有绩效评估问题PERFORMANCE APPRAISAL QUESTIONS本部分是关于员工总体表现的评估This section details how well the team member generall

33、y performs in their position.1 - 从不2- 偶尔3 - 时常4 经常5 - 总是NeverOccasionallyOftenVery OftenAlways培训工作表现JOB PERFORMANCE12345Training年 /次1. 清楚了解职位描述和与之相对应的责任Understand clearly the job description and associated responsibilities2. 勤奋并按时完成所要求的工作Performs all required work tasks diligently and on a timely ba

34、sis3. 设立目标与发展行动计划Sets target goals and develops action plans4. 能够分析问题，并向管理人员提出相应的解决方法Ability to provide management with solutions to problems as opposed to simply identifying problems5. 优秀的组织能力Excellent organisation skills6. 为达成目标与运作效率而有效分派工作的能力Ability to delegate work when required in order to achi

35、eve target goals and operational efficiencies7. 在管理人员要求时，能提供建议与帮助Ability to seek advice and assistance whenrequired from the manager8. 有效安排工作的能力Ability to prioritise workload effectively9. 避免与工作无关的事情Avoids non-productive activities10. 对于产品与服务有着充分的认识Demonstrates good working knowledge of products and

36、 services11. 不满足于该职位最低要求，希望有更好的表现Prepared to go beyond the minimum requirements of the position12. 保持优秀的工作表现Consistently works at a high performance level13. 自我评估总分 Self Assessment Totals自我评估总分Self Assessment Total Score14. 同事评估总分Peer Assessment Totals同事评估总分Peer Assessment Total Score15. 直属经理评估总分Man

37、ager Assessment Totals直属经理评估总分Manager Assessment Total Score15 / 24精品文档，值得拥有绩效评估问题PERFORMANCE APPRAISAL QUESTIONS本部份反映的是关于员工技能方面的内容This section details the extent of the team members technical capabilities.1 - 从不2- 偶尔3 - 时常4 经常5 - 总是NeverOccasionallyOftenVery OftenAlways工作表现JOB PERFORMANCE培训12345Tra

38、ining年 /次16. 加入适当的问题 17.18.19.20.21.22.23.24.25.26.27.28. 自我评估总分 Self Assessment Totals自我评估总分Self Assessment Total Score29. 同事评估总分Peer Assessment Totals同事评估总分Peer Assessment Total Score30. 直属经理评估总分Manager Assessment Totals直属经理评估总分Manager Assessment Total Score16 / 24精品文档，值得拥有绩效评估问题PERFORMANCE APPRAI

39、SAL QUESTIONS本部份旨在对员工的个人态度方面的表现提供反馈意见。This se ction details provides feedback on the team member s personal attributes.1 - 从不2- 偶尔3 - 时常4 经常5- 总是NeverOccasionallyOftenVery OftenAlways培训个人态度PERSONAL ATTRIBUTES12345Training年 /次31. 在工作中总是保持专业与礼貌的态度Always exerts a professional and well mannered temperam

40、ent in the workplace32. 主动采取行动达成所设定的目标与任务Proactive in taking initiative in achieving set tasks and goals33. 总是与其它团队成员相互合作与支持，而不是互相竞争A team player who co-operates and supports team members rather than competing with others34. 总是倾听他人谈话，鼓励他人发表自己的意见Always listens to others and encourage them to contribu

41、te ideas35. 具备处理困难的信心，保持豁达的心态Competent in dealing with difficult situations and maintains an open mind36. 优良的沟通能力，保持团队间的信息传递Excellent communication skills and keeps everyone within the team informed37. 持有支持公司核心价值的态度Adopts the attitude that is supportive of the business s core values38. 具备符合企业规范的专业化电

42、话礼节Telephone etiquette is professional and adopts business protocol39. 自愿学习接受额外的培训来进一步的提升技能与知识Willing to learn and undertake additional training to further develop skills and knowledge40. 良好的从错误中学习的态度Adopts the attitude to learn from mistakes41. 礼貌待人，并会为自己的不适当行为道歉Always courteous to others and apolo

43、gises if others are offended by inappropriate behaviour42. 具有团队精神，并会为达成目标而感到高兴Enjoys working with team members and has fun whilst achieving target goals43. 自我评估总分 Self Assessment Totals自我评估总分Self Assessment Total Score44. 同事评估总分Peer Assessment Totals同事评估总分Peer Assessment Total Score45. 直属经理评估总分Manag

44、er Assessment Totals直属经理评估总分Manager Assessment Total Score17 / 24精品文档，值得拥有绩效评估问题PERFORMANCE APPRAISAL QUESTIONS本部分旨在评估员工工作任务的执行情况。This section details level of commitment the team member has to their job and thebusiness.1 - 从不2- 偶尔3 - 时常4 经常5 - 总是NeverOccasionallyOftenVery OftenAlways培训工作完成水平COMMITM

45、ENT LEVEL12345Training年 /次46. 高水平地完成工作，是企业的优秀代表High level of commitment to the business and is a good representative of the business47. 在保持高水平生产效率的同时，享受工作乐趣Commited to making the business a fun place to work whilst maintaining high levels of productivity48. 忠实于所设定的目标，努力完成甚至超过目标Committed to setting g

46、oals and then striving to achieve and exceed them49. 通过个性化服务，为客户提供高附加值的服务Committed to providing added value to customers through personalised service50. 对所有客户沟通信息都能在24 小时内回复All customer communication is returned within 24 hours51. 致力于对客户少承诺，但提供超值服务，愿意做得更好Strive to underpromise and overdeliver to customers. Willing to go the extra mile52. 对任何内外部客户投诉负责，并总是积极主动地处理问题Takes responsibility for any internal or external customer complaints and is proactive in solving problems53. 在销售产品与服务时，总是站在客户的立场考虑问