Title: Secretary (WORD version)

Industry: Utilities

Function: Administration

Value-Added Results Performance Standards How to Track
More productive manager • Manager is satisfied that:

• Schedule is manageable and contains accurate information.

• Detailed phone messages are taken and appropriate questions are asked.

• Manager can always be located.

 • Manager feedback.
Completed work assignments • 96%—98% reports are completed as requested.

• 96%—98% follow up items are completed and handled appropriately to meet due date.

 • Manager feedback.
Safe work practices • Manager observes positive safety practices.

• No lost work day cases.

• No OSHA recordable incidents.

 • Site report.
Productive work group • No more than two times/year managers or supervisors say they have not been informed of appropriate information.

• Office supplies ordered as needed.

 • Manager feedback.
Satisfied customers • Staff says that Secretary:

• Is courteous and efficient.

• Provides requested information or refers appropriately.

• Goes out of her/his way to help other divisions.

 • Staff Feedback.