WHEN PREPARING FOR THE INITIAL PERFORMANCE
EVALUATION, THE SUPERVISOR SHOULD:

Define Key Services

Make a list of the services which your department provides to your customers and/or other departments, local or national governments. Your perception and definition of your department will directly impact the services identified. List them all. Some services are more important than others; you may need to combine others. From the list developed, select the five to ten key services you provide.

Define Your Customers

Identify the internal and external customers for each of the services selected in the above step.

Assess the Customers' Expectations

Place yourself in the role of each of your customers. What do they expect from your services? Describe these expectations. Think in terms of measurable criteria such as timeliness and quality.

Are the Customers' Expectations Being Met?

Take time to assess whether you are meeting the expectations of your customers. These questions require measures that indicate timeliness and quality. We need to think seriously about the customers' expectations and determine how we can meet them.

Find or Develop Data for Measurement

Now that you have determined what should generally be measured, you have another challenge. Find or develop data to track performance against accomplishments. The budget is one source of data. Some departments have information systems which track data vital to measurement of performance, while many departments will have to develop or modify information systems to achieve the necessary data. You need timely and relevant reporting on your performance measures or your work on these performance measures is wasted because of the difficulty in assessment of the criteria.