Industry: Telecommunications
Function: Administrations
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| More productive manager (55%)
• Reports, other clerical support • Screened communications • Computer support • Calendar • Controlled access to manager |
• Manager is satisfied that:
• Reports are accurate and on time. • Responses to callers are courteous and complete. • He/she has appropriate software and knows how to use it. • He/she knows what meetings are scheduled and receives appropriate support information in time to prepare for the meeting. • Appointments are scheduled for valid concerns and for a length of time that matches the concern. • Schedule and support allows for making the most efficient use of time. • He/she feels prepared for discussions and presentations. • No calls are forwarded that can’t be handled by someone else. • He/she is able to access systems and information as needed. |
| Motivated and productive employees (15%)
• Goals • Guidance • Priorities • Budget • Compensation • Rewards • Feedback • Schedules • Training |
• The Vice President Strategic Accounts is satisfied that:
• All employees understand how administrative support functions are performing and what contribution they make toward Company’s goals. • All employees have written performance plans. • All employees know how they’re doing compared to their performance standards. • Employees have the skills and knowledge to do their jobs, or there is a plan to obtain them. • All employees receive an annual performance review. • An ongoing informal recognition system exists. • Salary increases are differentiated based on performance and are consistent with the performance review. • Surveyed employees say that: • They understand the Company’s direction, their department’s goals and their role in achieving these goals. • They understand specifically what their manager expects of them. • They understand how well they are performing and where they need to improve. • Their performance appraisal accurately reflects their performance. • They have the necessary tools and resources to accomplish their work. Where they do not have what they need, they understand why.. • They have the skills and knowledge they need to do their jobs, or a plan to obtain them. • Their good performances are acknowledged and appreciated. |
| Supportive information reports (10%) | • All expense reports, vouchers and financial reports reconcile with budget.
• Employees identify no inaccuracies in time and attendance reports. • All expense reports are processed within 1 week of receipt. • All vouchers are processed within 2 weeks of receipt. |
| Coordinated building services (10%) | • Requesters are satisfied that needs are heard and addressed within agreed-upon time frame. |
| Hiring process support (5%)
• Qualified candidates for administrative support • Interview schedules for sales candidates |
• Administrative support positions are staffed with qualified candidates.
• Hiring manager is satisfied that interview schedule includes the right people and is set up within the agreed-upon time frame. |
| Answers to questions and referrals (5%) | • No complaints due to incorrect referral. |
Customer Diagram: Administrative Assistant–Service Operations