Title: Administrative Assistant (WORD version) (Customer diagram)

Industry: Pharmaceutical

Function: Administration

Value-Added Results/Weights Performance Standards
More productive Director (50%) • Director is satisfied that Administrative Assistant (AA) performs the following:
  • • Completes tasks independently without intervention.

    • Takes over tasks that the Director doesn’t have to do personally.

    • Alerts the Director to potential problems in communications and scheduling.

    • Suggests alternative communication methods.

    • Prioritizes work to always do the most important tasks first.

    		•
    Department financial status (15%)

    • Actual spending vs. budget

    • Problems

    • Appropriate charges

    		 • Line item actual expenditures are reconciled with the budget year-to-date.

    • Outliers are highlighted.

    • Quarterly budget status report is error-free and columns total correctly across and down.

    • Complete and accurate budget data comes from 4 departments at least 3 business days before the budget review date.

    • The yearly budget is completed by the deadline and accurately incorporates successive rounds of changes.

    • Exceeds = AA coordinates entire budget process without supervision 2 weeks before department review meetings.
    Effective communication (15%)

    • Phone messages

    • Answers to questions

    • Routed calls

    • Mail in/out

    • Faxes

    • Newsletter

    • Education arrangements

    		 • No more than 1—2 complaints/quarter due to:
  • • Inaccurate or incomplete phone messages.

    • Incorrect answers to questions.

    • Misrouted phone calls.

    • Mail sent by wrong method.

    • Faxes not received.

    • Inaccurate information in the newsletter.

    • Department members unable to attend a seminar due to lack of receipt.

    		•
    Smooth day-to-day department operations (5%)

    • Repaired and upgraded equipment

    • Moved equipment

    • Department supplies

    		 • AA anticipates needs of department to ensure that:
  • • Equipment, furniture and voice mail are set up prior to a new employee’s arrival.

    • Supplies arrive prior to running out.

    •

    • Exceeds = Builds improvements in hardware/software into next year’s budget and reminds the Director to carry out the budget in a timely fashion.
    Up-to-date schedule (10%)

    • Meeting set-ups

    • Travel arrangements

    		 • Supervisor is satisfied that:
  • • The schedule is balanced to leave open time each day.

    • The AA suggests meeting changes.

    • The AA cancels meetings when critical people can’t attend.

    • No meetings are missed because the meeting isn’t on the calendar.

    • The calendar is up-to-date.

    • Meeting info is received ahead of time.

    • The AA is able to schedule all senior managers at a meeting on a timely basis.

    •

    • Exceeds = The AA is able to correctly change the schedule to match shifting without having to ask the Director.
    Completed special projects (5%) To be determined when project is assigned.

     

    Customer Diagram: Administrative Assistant