Industry: Publishing

Function: Administration

Value-Added Results/Weights	Performance Standards
Paid employees • Paychecks and W-2s sent to employees • Solved problems	• No more than 1 incorrect check/year reaches an employee. • All payroll checks are delivered to employees on time.
Satisfied customers • Acknowledged orders • Shipping instructions to printer • Shipped product • Sent invoices • Collected payments	• All orders acknowledged within 5 working days after processing. • Printer meets the contract shipping specifications. • Percent A/R collected by age and type: Days % US Collected % Foreign Collected 30 70% 60% 60 85% 75% 90 90% 85% 120 95% 90% 180 98% 95% >180 99% 97%
Vendor goods/services • Ordered services/products • Made payments	• 6—10 justified complaints/year from users about quality of goods/services, or about work flow interruptions due to lack of goods/services. • Price of goods/services is the lowest of at least 2 quotes that meet above-quality standard. • No payments outside terms of agreement (except where invoice is disputed). • Discounts for prompt payment are always taken.
Information provided to Headquarters • AA/EEO information • Salary information and changes • Accounting and sales information • Hiring, changes, leaves, termination	• No complaints for missed deadlines or schedules. • Once a month information is returned for revision due to errors.
Completed special projects • Conversion to PC operation               • Completed special reports	• Supervisor and Headquarters agree that: • Output of new system matches current system well enough to cut over. • Users say new system is easier to use than old system, and they can do useful things they couldn’t do before. • Exceeds = Users say that system is better than they expected it to be. • Consultant says that the Office Manager provided information necessary to meet each milestone on time. • Requester says the report was complete and accurate. • Exceeds = Office Manager initiated useful information not asked for.
Compliance with government regulations • Filed unemployment claims • Responses provided to requests for information	• All claims are answered within 3 days of receipt. • Provide exactly what is asked for and no more. • All information can be verified. • All requests are answered by deadline.
Productive and motivated subordinates • New hire decisions • Trained employees             • Functioning performance appraisal system • Performance standards • Interim reviews • Final reviews • Rewarded employees	• Employees are meeting their performance standards. • All critical jobs have trained backup employees. • Exceeds = A replacement candidate is ready to take over the Office Manager position. • No employee performance problems due to lack of skills or knowledge. • Exceeds = Supervisor is satisfied that good development plans exist for all high performers, that corrective action plans exist for low performers and that progress is being made on these plans. • Supervisor is satisfied that: • All employees have written performance standards. • All employees know how they’re doing compared to their standards. • All employees receive at least 1 interim review/year. • All employees receive an annual written performance appraisal. • The quality of the reward and recognition system is acceptable: • Specific programs are in place. • Evidence of using the programs is available. • Employees report that their efforts are recognized and appreciated. • Merit salary increases are differentiated based on performance (spread of increases between 0%—10%). • Employees surveyed say: • They understand the Company’s direction, department goals and their role in achieving these goals. • They understand specifically what their supervisor 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 facilities 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.

Customer Diagram: Office Manager