Supervisor'S Performance Review Handbook Page 53
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90SERVICE EXCELLENCE
Rating
Strength - Examples
Improvement Needed – Examples
SUPERVISORY ABILITY
(Those who supervise must be assessed on how
well they are modeling, achieving, and promoting
the Service Excellence
(SE) Initiatives. See Attached Rubric to assess
SE ratings.
SE: The Manager/Supervisor conducts staff
meetings with Service Excellence as the first
item on the agenda. The Manager/Supervisor is
well prepared with information, engages the staff
to participate, and recognizes those who
demonstrate the “WOW” factor of Service
Excellence.
SE: The Manager/Supervisor demonstrates
leadership in moving LSSC to a culture of
Service Excellence. The Supervisor models
LSSC’s Service Excellence Philosophy: “We
inspire confidence through every interaction to
empower lives and build futures by providing a
caring and supportive learning environment.”
SE: The Manager/Supervisor holds self and
others accountable to the LSSC’s Service
Excellence Standards of respect, competence,
responsiveness, and collaboration, in all
interactions.
OTHER SUPERVISORY ABILITIES
(Those who supervise must be also assessed on
the following behaviors.
Gives clear instructions. Effectively conveys
direction and organization policy and rules.
Communicates decisions and requirements from
higher management.
Plans and schedules duties and assignments;
allocates task fairly and efficiently. Provides
assistance and resources to facilitate staff in
their duties.
Trains and coaches effectively; provides
feedback. Makes effective use of performance
assessment tools.
Makes good personnel decisions; differentiates
employees accurately based on skill and
performance; makes good
decisions/recommendations in hiring,
advancement, and termination.
Supports and encourages employee growth and
opportunities for promotion.
Needs Improvement Summary: _______________________________________________________________
_________________________________________________________________________________________
___________________________________________________________________________________________________
SPR Handbook: Appendices
rev 7/5/12
53
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Parent category: Business