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First identify the tasks. What do we want the receptionist to do? Let us say that our companys standard is as follows: Be at the reception workstation within the hours set for the job. Answer the phone within two rings. Smile when the phone is answered. Answer using the company standard greeting. Post to voice mail only with the callers permission. Offer to refer calls to another employee if appropriate. Receive and distribute inbound mail. Receive and deliver inbound courier packages. Fill out bills of lading for outbound couriers and call the courier. Then identify the standards by which the job should be done to meet company expectations. Each task has its own list of standards or performance criteria. Behaviour can then be observed against these standards. Example: Be at the reception workstation, doing the job, within the hours set for the job. Standards: Reception hours are 8:30 to 5:00 Monday to Friday, with one hour lunch from 12:00 to 1:00 and two 15 minute breaks one in the morning and one in the afternoon. You must be at the desk doing the job within those times. You must ensure that your backup person is in place before you stop doing the job for any reason. This sounds very task specific but it has to be in order to eliminate the opportunity for performance that deviates from the desired standard. For example: In managing performance on this standard, it is apparent that the 8:30 start time does NOT mean driving onto your parking lot at 8:30 or filling a cup at the coffee machine at 8:30 or being in the washroom at 8:30. It means doing the job at 8:30. The manager then has a specific guideline from which to manage someones behaviour. Set a measurement that identifies successful completion on that standard (do not measure failure rates). The ideal metrics for this standard is 100% on time on station. Performance acknowledgement and if applicable, bonuses or perks can be attached to these results. Different tasks can be observed, measured and acknowledged or rewarded each week or each month until consistent high level performance is in place.
A full service staffing company providing administrative and management professionals for permanent, contract and temporary positions