April 1997

One Team's Approach to Performance Appraisal

The human resources self-directed team at the Department of Energy's Savannah River Operations Office has designed its own appraisal process that supports teamwork and is a tool for improving customer service and team performance. The appraisal process measures performance at both the individual and the team level. Elements and standards are directly linked to customer needs and satisfaction.

• Individual Performance
• Team Performance
• Appraisal Results

Individual Performance. All team members have one critical element that addresses the individual's contributions to the team. Members are asked to appraise each other using standards written at the following levels:

• Fully Successful. This standard requires that each team member participate fully in team activities, needing only minimal feedback to remain focused on supporting the team's mission. The individual provides assistance to other team members in areas outside regularly assigned duties when asked.
• Outstanding. To be rated Outstanding, the team member not only fully participates in team activities, but also develops and drives team initiatives and takes responsibility for ensuring the team's success. The individual far surpasses the Fully Successful level of assistance provided to other team members by volunteering to help out where needed without having to be asked.

Team Performance. The remaining elements in the team's performance plans are non-critical elements that measure the team's performance. To appraise its performance, the team asks its key customers quarterly to complete a one-page Team Report Card, which asks customers to appraise the team on the timeliness and quality of its work and advice as well as overall satisfaction with its services. In addition, the team annually conducts a more indepth survey of its customers. This survey asks specific questions about human resources services provided by the team in staffing, classification, awards, promotions, and other personnel areas. The final appraisal of the team elements is a result of customer feedback from the report card and the survey, the team's rating of itself, and the rating official's review.

Standards for the team elements focus on results and customer satisfaction, as follows:

• Quality of Human Resources Advice and Service. The team must provide accurate advice that meets the needs of its customers. To achieve an Outstanding rating on this element, the team's services must be rated overall as "exceeds expectations" or better by at least 75 percent of all the team's key customers. Based on prior customer satisfaction levels, 75 percent represents an ambitious goal.
• Customer Focus. The team must meet its customers' expectations. To be rated Outstanding, the team must consistently exceed expectations as evidenced by a consistent pattern of positive feedback from its customers.
• Improving Human Resources Practices/Processes. The team must continue to work at improving processes and increasing the efficiency of operations. To achieve an Outstanding rating, the team's improvements to human resources practices must result in significant increases in effectiveness and/or customer satisfaction.

Appraisal Results. Final summary levels for each team member are developed by the team and forwarded to the rating official, who makes the final determinations. Last year, three members were rated Fully Successful (Level 3) and seven were rated Highly Successful (Level 4).

For more information, you may contact Helene Taylor at 803-725-5469.