List Books » Perfect Phrases for Setting Performance Goals : Hundreds of Ready-to-Use Goals for Any Performance Plan or Review
Authors: Douglas Max, Robert Bacal
ISBN-13: 9780071433839, ISBN-10: 007143383X
Format: Paperback
Publisher: McGraw-Hill Companies, The
Date Published: March 2004
Edition: (Non-applicable)
Douglas Max is managing director of LR Communications, a firm that conducts on-site seminars in writing and presentation skills. He lives in Berkley Heights, New Jersey.
Robert Bacal is author of Managing Performance and The Complete Idiot's Guide to Consulting. His performance management website, work911.com, is visited by thousands of people every month. He lives in Winnipeg.
Set Effective Performance Goals for Your PeopleJust Look Up the Right Phrase!
In their previously published, top-selling book Perfect Phrases for Performance Reviews, Robert Bacal and Douglas Max described past employee performance. In Perfect Phrases for Setting Performance Goals, Bacal and Max go a step further with hundreds of precisely-worded future performance goals. Use these "perfect phrases" in the context of an annual performance review to let your people know what is expected of them in the coming year, or use them in regular "performance planning" meetings to:
You will find ready-to-use performance goals for both managers and employees, in many categories including sales and profit goals, quality and productivity goals, on-time performance personal development goals, and much more. This practical job aid makes it easy for managers to raise the performance bar, and focus their people on the organization's top priorities.
Douglas Max is managing director of LR Communications, a firm that conducts on-site seminars in writing and presentation skills. He lives in Berkley Heights, New Jersey.
Robert Bacal is author of Managing Performance and The Complete Idiot's Guide to Consulting. His performance management website, work911.com, is visited by thousands of people every month. He lives in Winnipeg.
Preface | xv | |
About the Authors | xviii | |
Part 1 | Background for Developing and Writing Performance Goals | 1 |
Using This Book to Write Better Performance Goals | 3 | |
Setting Performance Goals That Work | 12 | |
Specific and Measurable Goals? A Balancing Act | 12 | |
Parts of a Goal Statement | 15 | |
Goals Without Criteria | 16 | |
The Goal-Setting Process | 18 | |
10 Tips for Setting Performance Goals | 19 | |
Getting the Most from Performance Goals | 22 | |
Using the Goals During the Year | 22 | |
Using Goals for Evaluation and Appraisal | 25 | |
Conclusion | 28 | |
Part 2 | Perfect Phrases for Setting Performance Goals | 29 |
Descriptive Contents | 31 | |
Section 1 | Performance Goals for Any Position | |
Readiness for Work Goals | 45 | |
Punctuality | 45 | |
Attendance and Absenteeism | 45 | |
Health | 46 | |
Conflict Management and Team Contributions Goals | 47 | |
Contributions to Team Health | 47 | |
Contributions to Team Productivity | 47 | |
Handling Customer Conflicts | 48 | |
Handling Internal Conflicts | 48 | |
Self-Management and Work Habits Goals | 50 | |
Appearance and Clothing | 50 | |
Ethical/Personal Conduct | 50 | |
Organization and Use of Time | 51 | |
Willingness to Help/Volunteer | 51 | |
Work Outputs and Productivity Goals | 53 | |
Own Work | 53 | |
Contributing to Work of Others | 53 | |
Contributing to Overall Productivity | 54 | |
Personal and Skill Development Goals | 56 | |
Assessment | 56 | |
Formal Learning | 56 | |
Informal Learning | 57 | |
Communication Goals | 59 | |
Interpersonal/Team | 59 | |
Management | 59 | |
Customers | 60 | |
Media Relations | 61 | |
Section 2 | Performance Goals for General Management Responsibilities | |
Managing Performance Goals | 65 | |
Setting Performance Goals | 65 | |
Communicating About Performance | 65 | |
Observing and Documenting | 66 | |
Performance Appraisal/Review | 66 | |
Planning Goals | 68 | |
Financial Planning | 68 | |
Personnel Planning | 68 | |
Strategic and Work-Unit Planning | 69 | |
Work Planning/Scheduling | 69 | |
Personnel/Hiring/Retention Goals | 71 | |
Employee Retention | 71 | |
Forecasting | 71 | |
Interviewing | 72 | |
Preparing for Hiring | 73 | |
Leadership and Organizational Climate Goals | 74 | |
Communication | 74 | |
Personal and Staff Development | 74 | |
Work Climate | 74 | |
Productivity/Process Improvement/Organizational Results Goals | 76 | |
Productivity | 76 | |
Process Improvement | 77 | |
Organizational Results | 77 | |
Communications Goals | 79 | |
Downwards | 79 | |
Customers/Clients | 79 | |
Peers | 79 | |
Upwards | 80 | |
Section 3 | Performance Goals for Specific Industries and Jobs | |
Customer Service and Support--Management Goals | 83 | |
Customer Communication/Satisfaction | 83 | |
Customer Service Improvements | 83 | |
Customer Service Management | 83 | |
Customer Service Quality | 84 | |
Customer Service and Support Goals | 85 | |
Customer Communication | 85 | |
Customer Satisfaction/Retention | 85 | |
Customer Service Improvements | 86 | |
Customer Service Management | 86 | |
Customer Service Quality | 87 | |
Information Technology: Hardware and Operations--Management Goals | 89 | |
Project/Staff Management | 89 | |
Purchasing and Maintenance | 89 | |
Results Management | 90 | |
Information Technology: Hardware and Operations Goals | 91 | |
Backups/Disaster Recovery | 91 | |
Customer Support | 91 | |
Data and Hardware Security | 92 | |
Maintenance and Operations | 93 | |
New Equipment | 94 | |
Information Technology: Software--Management Goals | 95 | |
Communication/Training | 95 | |
Productivity | 95 | |
Project Management | 96 | |
Information Technology: Software Goals | 97 | |
Data Entry | 97 | |
Business Systems Analysis | 97 | |
Programming | 98 | |
Testing | 99 | |
System Deployment | 100 | |
System Support (Help Desk) | 100 | |
Financial Goals | 101 | |
Bottom-Line Results | 101 | |
Budgeting | 101 | |
Conformance to Financial Practices | 102 | |
Spending and Financial Control | 102 | |
Processing | 104 | |
Reporting and Communicating | 104 | |
Revenue Enhancement | 105 | |
Other | 105 | |
Creative Communication Goals | 107 | |
Copywriting | 107 | |
Copyediting/Layout | 107 | |
Graphic Design | 108 | |
Web Site Design | 108 | |
Production/Manufacturing Goals | 110 | |
Quantity | 110 | |
Quality | 111 | |
Safety and Environment | 111 | |
Food Preparation--Management Goals | 113 | |
Cleanliness/Hygiene/Safety | 113 | |
Cost-Effectiveness/Organization | 113 | |
Quality | 114 | |
Food Preparation Goals | 115 | |
Cleanliness/Hygiene/Safety | 115 | |
Innovation | 115 | |
Inventory Control/Equipment | 115 | |
Quality | 116 | |
Food Services--Management Goals | 117 | |
Catering | 117 | |
Customer Service | 117 | |
Employee Supervision and Training | 118 | |
Facilities Management | 118 | |
Food Services Goals | 120 | |
Environment | 120 | |
Order Taking/Processing | 120 | |
Serving | 121 | |
Transit/Transportation Goals | 122 | |
Customer Support | 122 | |
General Operations | 122 | |
Safety and Maintenance | 123 | |
Vehicle Operation | 124 | |
Mechanical Repair and Trades Goals | 125 | |
Customer Communication | 125 | |
Diagnosis and Quality of Work | 125 | |
Speed of Repair | 126 | |
Work Planning and Estimating | 126 | |
Human Resources and Personnel--Management Goals | 128 | |
Compensation/Benefits | 128 | |
Conformance | 128 | |
Hiring | 129 | |
Labor Relations | 129 | |
Policy Development/Communication | 129 | |
Staff Development | 130 | |
Staff Retention/Promotion | 130 | |
Staff Satisfaction | 131 | |
Human Resources and Personnel Goals | 132 | |
Hiring | 132 | |
Staff Development | 132 | |
Staff Retention/Promotion | 134 | |
Staff Satisfaction | 134 | |
Conformance | 134 | |
Policy Development/Communication | 135 | |
Work-Unit Support | 135 | |
Compensation/Benefits | 136 | |
Labor Relations | 137 | |
Other | 137 | |
Physical Plant Maintenance--Management Goals | 139 | |
Cleaning | 139 | |
Plant Maintenance | 139 | |
Safety | 140 | |
Physical Plant Maintenance Goals | 142 | |
Cleaning | 142 | |
Plant Maintenance | 143 | |
Safety | 143 | |
Retail/Merchandising--Management Goals | 145 | |
Customer Service | 145 | |
Scheduling/Staffing | 145 | |
Store Management | 146 | |
Retail/Merchandising Goals | 147 | |
Checkout/Cash Register | 147 | |
Customer Service | 147 | |
Retail Environment | 148 | |
Stock/Inventory | 149 | |
Sales and Business Development--Management Goals | 151 | |
Generating New Sales/Customers | 151 | |
Managing Current Sales/Customer Relations | 151 | |
Sales Strategy Development | 151 | |
Sales Training/Communication | 152 | |
Sales and Business Development Goals | 153 | |
Managing Current Sales/Customers | 153 | |
Generating New Sales/Customers | 153 | |
Sales-Related Customer Relations | 154 | |
Sales Strategy Development | 154 | |
Sales Training | 155 | |
Security--Management Goals | 156 | |
Communication | 156 | |
Compliance | 156 | |
Improvement | 157 | |
Supervision and Training | 157 | |
Theft | 157 | |
Security Goals | 159 | |
Communication and Training | 159 | |
Compliance | 159 | |
Enforcement | 160 | |
Improvement | 161 | |
Theft | 161 | |
Personal Security | 161 | |
Premises Security | 162 | |
Traffic Control | 162 | |
Support--Management Goals | 163 | |
Communication, Supervision, and Training | 163 | |
Office Management | 163 | |
Scheduling and Work Assignments | 164 | |
Support Goals | 165 | |
Clerical/Filing | 165 | |
Reception | 165 | |
Secretarial | 166 | |
Switchboard/Phones | 167 | |
Workplace Health and Safety--Management Goals | 168 | |
Compliance | 168 | |
Improvement and Investigation | 168 | |
Training and Communication | 169 | |
Work Environment | 169 | |
Workplace Health and Safety Goals | 171 | |
Compliance | 171 | |
Improvement and Investigation | 171 | |
Training and Communication | 172 | |
Work Environment | 173 |