Administrative Assistant

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

Industry: Beverage Industry

Function: Administration

Value-Added Results/Weights Performance Standards

Productive executive (40%) • As a result of Administrative Assistant’s (AA’s) efforts, SVP Human Resources says he/she:
• Gets back to people when they need me.

• Is caught up with mail.

• Is a resource to more Company people.

• Is prepared for scheduled discussions or presentations.

• Has few surprises and the supportive information needed.

Hiring process support (15%)
• Agendas

• Answers to questions

• Schedules

• Travel arrangements

• Expense reimbursements

• Information on Company
• Candidate (through the headhunter) or the hiring manager is satisfied that:
• Visit was arranged by the deadline.

• The interview schedule was followed.

• The candidate wasn’t kept waiting.

• Travel arrangements worked.

Scheduled meetings (15%) • Attendees and meeting leader are satisfied that:
• Room size matched group size.

• No one missed the meeting due to lack of notification.

• Attendees know whom to call for information on the meeting.

• The meeting was set up by deadline.

Answers to questions and referrals (10%) • No more than 1—2 complaints/year to the SVP Human Resources because of incorrect information or a wrong referral.

Suggestions to improve department processes (10%) • 1 AA-initiated suggestion for an improvement to the Human Resources process is acted on.
• Exceed = Parties involved say the value of the suggestion exceeded the cost of implementation.

Maintained filing system (10%) • No more than 5—6 times/year filed materials can’t be found in time to be useful.
• SVP Human Resources can find materials when the Administrative Assistant is away.

Screened calls • Manager says 90% of the time no one else could have handled the calls .

Drafted correspondence • Initiates a draft response to all correspondence.
• Exceeds = Draft of correspondence is signed without any changes.

Up-to-date schedule • Manager’s schedule reflects the following:
• Appointments where time scheduled matches time needed.

• Important items taking priority.

• Less important items bumped as few times as possible.

• Items scheduled between 9 a.m. and 5:30 p.m.

• No more than 5 hours of meetings/day.

• Appointments where the manager is needed.

Supportive information • Related material is collected without being requested.

Answered voice mail calls • Supervisor says:
• 90% of time no one else could have handled this message.

• Calls are prioritized.

• Background material is attached to the call slip.

Presentation materials • Supervisor says:
• Copies are clean, centered and in correct quantity.

• Overheads are attractive.

• Materials are ready prior to meeting.

• Exceeds = AA initiates changes in wording or format that are seen as improvements.

Filofax and Rolodex • Supervisor is able to contact people using the information.

Organized mail • Supervisor says:
• 90% of time no one else could have handled this correspondence.

• Correspondence is prioritized.

• Background material is attached.

Customer Diagram: Administrative Assistant

Value-Added Results/Weights	Performance Standards
Productive executive (40%)	• As a result of Administrative Assistant’s (AA’s) efforts, SVP Human Resources says he/she: • Gets back to people when they need me. • Is caught up with mail. • Is a resource to more Company people. • Is prepared for scheduled discussions or presentations. • Has few surprises and the supportive information needed.
Hiring process support (15%) • Agendas • Answers to questions • Schedules • Travel arrangements • Expense reimbursements • Information on Company	• Candidate (through the headhunter) or the hiring manager is satisfied that: • Visit was arranged by the deadline. • The interview schedule was followed. • The candidate wasn’t kept waiting. • Travel arrangements worked.
Scheduled meetings (15%)	• Attendees and meeting leader are satisfied that: • Room size matched group size. • No one missed the meeting due to lack of notification. • Attendees know whom to call for information on the meeting. • The meeting was set up by deadline.
Answers to questions and referrals (10%)	• No more than 1—2 complaints/year to the SVP Human Resources because of incorrect information or a wrong referral.
Suggestions to improve department processes (10%)	• 1 AA-initiated suggestion for an improvement to the Human Resources process is acted on. • Exceed = Parties involved say the value of the suggestion exceeded the cost of implementation.
Maintained filing system (10%)	• No more than 5—6 times/year filed materials can’t be found in time to be useful. • SVP Human Resources can find materials when the Administrative Assistant is away.
Screened calls	• Manager says 90% of the time no one else could have handled the calls .
Drafted correspondence	• Initiates a draft response to all correspondence. • Exceeds = Draft of correspondence is signed without any changes.
Up-to-date schedule	• Manager’s schedule reflects the following: • Appointments where time scheduled matches time needed. • Important items taking priority. • Less important items bumped as few times as possible. • Items scheduled between 9 a.m. and 5:30 p.m. • No more than 5 hours of meetings/day. • Appointments where the manager is needed.
Supportive information	• Related material is collected without being requested.
Answered voice mail calls	• Supervisor says: • 90% of time no one else could have handled this message. • Calls are prioritized. • Background material is attached to the call slip.
Presentation materials	• Supervisor says: • Copies are clean, centered and in correct quantity. • Overheads are attractive. • Materials are ready prior to meeting. • Exceeds = AA initiates changes in wording or format that are seen as improvements.
Filofax and Rolodex	• Supervisor is able to contact people using the information.
Organized mail	• Supervisor says: • 90% of time no one else could have handled this correspondence. • Correspondence is prioritized. • Background material is attached.