Performance Management is coming under critical fire because the complexity of some of the processes is beginning to over-ride the fundamental principles. However, as Hogan Armstrong knows, elements of Performance Management work well for both employees and managers. Hogan is an IT Service Engineer for a large multinational organization. He spends the majority of his working life away from his home office but his Self-Monitoring System lets both him and his manager know how he is performing.
Any personal objective important enough to be included in a performance plan should be measurable in one way or another. One of Hogan’s principal objectives is:
“To follow up each service call after two working days to check system functionality and customer satisfaction. Where problems are revealed, I will take responsibility for immediately reporting the fault and initiating a remedy within 24 hours.”
This can be tracked objectively and simply. Hogan keeps a register of service calls, customer follow-up calls and Emails on the network that he can refer to and update. His manager also has access to the file at any time. Although some organizations...
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