Title: Clerk (WORD version)

Industry: Telecommunications

Function: Administration

Value-Added Results Performance Standards
Tested outside applicants • No more than 3—5 times/year important applicant information is missing.

• No more than 2—5 times/month someone goes to the files and can’t find what they’re looking for.
Solutions to employee problems and answered questions Benefits & Salary) • No more than 1—2 justified complaints/year about the quality of call handling:

• Showing a lack of interest.

• Failing to give all information requested.

• Getting back to the caller when promised.
Backup for Manager • Manager being backed up is satisfied that:

• Work was done consistent with the training.

• No work piled up that the backup clerk was trained to handle.

• Supervisor of person being backed up is satisfied that:

• Work goes on as if the person weren’t absent.

• Exceeds = Clerk correctly performed a task that he/she was not asked to do.
Processed Worker’s Comp incidents • All information is correct and complete.

• Forms completed and faxed the same day as the accident.
Answers to Corporate questions • Completed by agreed-upon time.

• Exceeds = Called back ahead of time.

• Callers say their question was answered or they were transferred only once to someone who could give the answer.

• Exceeds = Callers say they received additional useful information they didn’t ask for.
Oriented new administration employees ; • All orientation checklist items are covered on the employee’s first day of work.
Office supplies • Employees say that the supplies are available when needed (except for last-minute large orders).

• Exceeds = Clerk anticipates needs for supplies and makes supplies available before they are needed.
Typed memos and letters • No more than 2—times every 6 months a document comes back for changes due to secretary error.

• Exceeds = Clerk initiates constructive changes to letter..

• Typing is completed immediately after assignment.
Created and distributed reports
  • • Vehicle use

    • Q training report

    		•  • No more than 1—2 reports/quarter more than 3 days late.
    Calls routed to correct people • Supervisor reports few calls that someone else could have handled or that should not have been passed to him/her.
    Distributed mail • 90%—95% of mail distributed same day received.

    • No more than 1—3 instances/month (based on supervisor sample) of E-mail messages not handled within 24 hours of receipt.
    Distributed documentation • No more than 1—2 times/month documents are not delivered same day received.
    Organized reference library ? • No one finds a program book out-of-date.
    Updated reports on program status • Listing is accurate and up-to-date.

    • New listings distributed the same day they are changed.
    Accurate dealer information on the mailer • Mailer contains correct information.
    Computer jobs prepared to run • No more than 1 error/quarter on work order information matching flowchart.

    • Work done in priority order:

    • Hot jobs

    • RSA (Request for Special Action) jobs

    • Mainframe

    • Data Products
    Checked computer output for accuracy • No more than 1 error/quarter on reel numbers, and record number matches numbers and record count on work order.

    • Checked same day as output.

    • 3000 to 4000 work orders/month (shared measure).
    Logged outputs • No more than 1 error/quarter on data entered in the system matching the work order.
    Tapes prepared for shipping • No more than 1—2 justified complaints about late tapes.
    Information on job status; • No more than 1—2 justified complaints about lack of cooperation.
    Tested tapes • No more than 1—2 justified complaints about late tests.
    Up-to-date flowcharts • No more than 1 error/quarter on work order information matching the flow charts.
    Jobs distributed to team managers; • Everything that comes in the morning has to be distributed by noon; everything that comes in the afternoon is out by 5 p.m.
    Distributed and recorded change notices • Everything that comes in the morning is distributed by noon; Everything that comes in the afternoon is distributed by 5 p.m.
    Payroll data sent to Payroll and checks distributed; • Payroll data in before noon Wednesday.

    • Checks distributed on Friday.
    Entered data; • Everything that comes in the morning is entered by noon; everything that comes in the afternoon is entered by 5 p.m.
    Comfortable visitors; • Supervisor is satisfied with what visitors say about how they were escorted (complaints or compliments).
    Delivered department documents • Documents get to the right person as soon as they come in.
    Travel arrangements • Meet travel requirements at lowest cost.
    Copies/faxes ; • Copy looks like the original.
    Sample library • Analysts say that the examples are in bins when needed (except for last minute large orders).
    Accurate letter copy • Finished by agreed-upon deadline.

    • No typos or new typist errors.

    • Exceeds = Author’s mistakes are corrected.
    Attendance data • Finished by 8 a.m. every day.
    Meeting rooms • Meeting rooms available to fit attendees’ schedules.