It’s no secret that today’s reduced workforce has created packed daily schedules for both employees and their supervisors. With that in mind, many performance evaluations do not take place at their scheduled date.
If employers do not conduct performance reviews when they are scheduled - or the reviews are skipped altogether, it can be difficult to address or even terminate problem employees.
This is especially true when there is a lack of notice regarding issues that need to be improved. As the saying goes: "If it is not written down, it did not happen."
As with employment applications, there is no "one size fits all" form. Performance evaluations should reflect the company and the position being evaluated.
EVALUATION CHECKLIST
To help facilitate the process, employers should first conduct an internal "audit" and review the following checklist:
- Are performance evaluations conducted for all employees?
- Are managers trained to conduct performance evaluations?
- Has the company reviewed its evaluation form to ensure that it achieves the purpose and does not create adverse evidence against the company?
- Are employees allowed to comment on their performance evaluation?
- Are employees required to sign their performance evaluation?
- If the issue of performance is raised, does the company use a standard disciplinary warning form?
- Will training, or the opportunity for improvement, be offered following the evaluation?
PROGRAM MANAGEMENT
Once the program has been established, the following tips are recommended to help employers run it effectively:
1. Set and stick to the program - As with other company processes, the performance evaluation program established should be consistent and focus on job-related criteria in their evaluation. Any inconsistency in the frequency of an evaluation or alternation in the criteria used could be perceived as a bias.
2. Keep effective records throughout the year - Good, consistent notes are the backbone for an effective performance evaluation. All too often, performance evaluations are slotted for that "one" yearly meeting.
The issue here is impressions, both good and bad. Impressions can be lost during the course of the busy year if not properly documented.
Managers are therefore encouraged to keep good records throughout the year, along with not forgetting to note small details, such as dating the documents.
3. Paint a realistic picture - The biggest problem facing a company is a manager’s propensity to inflate performance grades. Employers should train evaluating managers to provide accurate performance evaluations, which need to include a clear documentation of performance shortcomings, if applicable.
If workplace performance is an issue, employers should be prepared to give clear notice and provide an expectation of how to improve, a reasonable time to do so, and guidance or assistance to improve.
By taking these important steps, an employer has "set the table" to implement disciplinary action, up to and including termination.
Employers should also train their evaluators to avoid common mistakes and biases in completing the evaluations.
4. Recording request - In today’s digital age, it’s not surprising that an employee may request to record the evaluation on their smartphone. Establish the policy for recording the meeting in advance.
Employers should not make their own recordings without employee consent and are advised to have a witness present during performance reviews or disciplinary hearings.
5. Provide full, undivided attention - Once the performance evaluation has begun, employers should be cognizant to give the review their full attention. With today’s hectic business schedule, it’s easy for managers to get interrupted by phone calls or knocks at the door.
However, managers should be encouraged to give the evaluation their full, undivided attention, and be strongly advised to not rush through the review process. It is also important to provide the employee a chance to present his or her self-evaluation.
VITAL ROLE
Performance evaluations serve a vital role in today’s workplace. Performance evaluations assist employers to comply with their legal obligations and are an important tool in getting the most from their employees.
For employees, the evaluations provide a forum for their voice to be heard.
The advice and guidance provided here will hopefully help employers establish a program, minimize risk and maximize efficiencies for all involved.
Considerations evaluating for technician performance
The objectives of a performance appraisal are many. Some of the key ones are to:
- Maintain desired performance.
- Improve performance.
- Communicate future expectations to a technician.
- Collect information to aid in effective, fair employment decisions.
- Maximize the growth potential of a technician.
A great tool for conducting performance evaluations is some sort of technician appraisal/evaluation form. There are a wide range of such forms available.
A good example of a technician appraisal/evaluation form is this one developed by the California National Guard.
However, it is always best to create a customized appraisal/evaluation form for your operation and organization.
Credit: Form courtesy of the California National Guard
How compliance software can help with employee performance evaluation programs
While assisting with compliance, accountability and liability, the biggest benefit of an effective employee performance evaluation program is that it "can go a long way in making employees feel better about themselves and about the work they are doing," says Kyle Walker, the director of strategic partnerships for Compli.
Based in Portland, OR, Compli is a provider of human resources (HR), compliance and safety management software designed to help trucking and transportation companies automate important business processes, including driver recruitment, training, CSA violation management, driver qualification file management, performance evaluations and employee turnover analytics.
Walker believes a good evaluation process will help alleviate stress in the workplace by giving managers a better opportunity to help their employees be successful. That, in turn, works to decrease employee turnover rates and increase the cost-savings associated with workforce retention.
EVALUATION TEMPLATE
The standard Compli employee evaluation template includes a multitude of questions covering areas of job knowledge, applying knowledge, communication skills, working with others, resourcefulness, time management, attendance/punctuality and more. Managers then submit one of four responses: Exceeds Requirements, Meets Requirements, Needs Improvement and Unsatisfactory.
"We also have sections dedicated to employee’s responses in each area of the evaluation where managers or supervisors can add comments," says Walker.
"For example, if employees are exceeding expectations, it’s important to let them know exactly why they are doing so. Conversely, if they are not exceeding expectations, you will want to note the specific areas where improvement is needed."
Supervisors will also want to use this step to discuss, in person, with their employees the contents of the performance evaluation, he adds.
After this step is completed, the completed performance evaluations are sent to the appropriate department - usually HR - for filing in the employee’s electronic personnel file.
Performance evaluations are typically administered after the first 90 days of employment and annually thereafter, says Walker.
CUSTOM ADJUSTMENTS
The evaluation templates are just jumping off points, Walker notes. "We ideally want clients to take our template, make it their own and customize it in a way that fits their organization. That’s why we allow for adjustments to the template, so it can essentially work any way the client wants it to work."
When Compli begins working with a company, it emphasizes the importance of setting up initial guidelines that outline the mission and goals of a performance evaluation, says Walker. "Is it to improve morale? Is it to improve productivity? Is it for compliance purposes? All of these?
"The goals should be stated from the outset and well understood by the supervisors doing the assessments."
CORRECT DOCUMENTATION
Another tip to pass along to anyone considering an employee evaluation program is the importance of automation.
"Correctly documenting all information is critical," Walker points out. "That is where a software provider, like Compli, can provide the most help."
With a good, fully automated program, many of the administrative challenges can be eliminated, says Walker. HR departments and supervisors will always receive timely notification of performance review dates, with completed forms and signoffs electronically routed to those who need to know.
How to build a high performing technician team
Members of the WheelTime Network say adopting the following suggestions for keeping technicians engaged, informed and productive will help develop a high performing technician team:
Communicate
- Communicate your expectations of technicians up front.
- Communicate the workload to allow technicians to prepare themselves and to plan their work.
- Listen to technicians’ suggestions. They are on the front lines of your business and often have ideas and information that can improve the quality and relationships that build your business.
- By keeping technicians engaged in the business, they are more likely to stay for the long-term.
Trust
- Allow technicians the freedom to do the job that you hired them to do without micromanaging them. This will create a more positive working environment that will likely decrease the turnover rate of technicians.
- If technicians feel trusted, they are more likely to work harder and make recommendations as to how to better serve the customer.
Reward
- If technicians exceed expectations, be sure to recognize their effort. A simple thank-you goes a long way in the mind of any employee.
- Offer a solid, conventional benefits program, including quality health insurance, retirement, etc. If technicians are less concerned about the long-term welfare of their families and themselves they will be able to more fully invest in their work. This results in improved quality and efficiency.
- Set up a rewards program to motivate your technicians to perform at a higher level.
- This could be a monetary bonus for work done above expectation or for reaching certain goals set by management.
- This could also mean earning an extra paid vacation day - “Something well-received and appreciated by technicians among WheelTime members.”
The WheelTime Network is a professional truck care and service network operating nearly 200 locations throughout the U.S., Canada and Australia.
