| Preface | xv |
| About the Authors | xviii |
Part 1 | Background for Developing and Writing Performance Goals | 1 |
| Using This Book to Write Better Performance Goals | 3 |
| Setting Performance Goals That Work | 12 |
| Specific and Measurable Goals? A Balancing Act | 12 |
| Parts of a Goal Statement | 15 |
| Goals Without Criteria | 16 |
| The Goal-Setting Process | 18 |
| 10 Tips for Setting Performance Goals | 19 |
| Getting the Most from Performance Goals | 22 |
| Using the Goals During the Year | 22 |
| Using Goals for Evaluation and Appraisal | 25 |
| Conclusion | 28 |
Part 2 | Perfect Phrases for Setting Performance Goals | 29 |
| Descriptive Contents | 31 |
Section 1 | Performance Goals for Any Position | |
| Readiness for Work Goals | 45 |
| Punctuality | 45 |
| Attendance and Absenteeism | 45 |
| Health | 46 |
| Conflict Management and Team Contributions Goals | 47 |
| Contributions to Team Health | 47 |
| Contributions to Team Productivity | 47 |
| Handling Customer Conflicts | 48 |
| Handling Internal Conflicts | 48 |
| Self-Management and Work Habits Goals | 50 |
| Appearance and Clothing | 50 |
| Ethical/Personal Conduct | 50 |
| Organization and Use of Time | 51 |
| Willingness to Help/Volunteer | 51 |
| Work Outputs and Productivity Goals | 53 |
| Own Work | 53 |
| Contributing to Work of Others | 53 |
| Contributing to Overall Productivity | 54 |
| Personal and Skill Development Goals | 56 |
| Assessment | 56 |
| Formal Learning | 56 |
| Informal Learning | 57 |
| Communication Goals | 59 |
| Interpersonal/Team | 59 |
| Management | 59 |
| Customers | 60 |
| Media Relations | 61 |
Section 2 | Performance Goals for General Management Responsibilities | |
| Managing Performance Goals | 65 |
| Setting Performance Goals | 65 |
| Communicating About Performance | 65 |
| Observing and Documenting | 66 |
| Performance Appraisal/Review | 66 |
| Planning Goals | 68 |
| Financial Planning | 68 |
| Personnel Planning | 68 |
| Strategic and Work-Unit Planning | 69 |
| Work Planning/Scheduling | 69 |
| Personnel/Hiring/Retention Goals | 71 |
| Employee Retention | 71 |
| Forecasting | 71 |
| Interviewing | 72 |
| Preparing for Hiring | 73 |
| Leadership and Organizational Climate Goals | 74 |
| Communication | 74 |
| Personal and Staff Development | 74 |
| Work Climate | 74 |
| Productivity/Process Improvement/Organizational Results Goals | 76 |
| Productivity | 76 |
| Process Improvement | 77 |
| Organizational Results | 77 |
| Communications Goals | 79 |
| Downwards | 79 |
| Customers/Clients | 79 |
| Peers | 79 |
| Upwards | 80 |
Section 3 | Performance Goals for Specific Industries and Jobs | |
| Customer Service and Support--Management Goals | 83 |
| Customer Communication/Satisfaction | 83 |
| Customer Service Improvements | 83 |
| Customer Service Management | 83 |
| Customer Service Quality | 84 |
| Customer Service and Support Goals | 85 |
| Customer Communication | 85 |
| Customer Satisfaction/Retention | 85 |
| Customer Service Improvements | 86 |
| Customer Service Management | 86 |
| Customer Service Quality | 87 |
| Information Technology: Hardware and Operations--Management Goals | 89 |
| Project/Staff Management | 89 |
| Purchasing and Maintenance | 89 |
| Results Management | 90 |
| Information Technology: Hardware and Operations Goals | 91 |
| Backups/Disaster Recovery | 91 |
| Customer Support | 91 |
| Data and Hardware Security | 92 |
| Maintenance and Operations | 93 |
| New Equipment | 94 |
| Information Technology: Software--Management Goals | 95 |
| Communication/Training | 95 |
| Productivity | 95 |
| Project Management | 96 |
| Information Technology: Software Goals | 97 |
| Data Entry | 97 |
| Business Systems Analysis | 97 |
| Programming | 98 |
| Testing | 99 |
| System Deployment | 100 |
| System Support (Help Desk) | 100 |
| Financial Goals | 101 |
| Bottom-Line Results | 101 |
| Budgeting | 101 |
| Conformance to Financial Practices | 102 |
| Spending and Financial Control | 102 |
| Processing | 104 |
| Reporting and Communicating | 104 |
| Revenue Enhancement | 105 |
| Other | 105 |
| Creative Communication Goals | 107 |
| Copywriting | 107 |
| Copyediting/Layout | 107 |
| Graphic Design | 108 |
| Web Site Design | 108 |
| Production/Manufacturing Goals | 110 |
| Quantity | 110 |
| Quality | 111 |
| Safety and Environment | 111 |
| Food Preparation--Management Goals | 113 |
| Cleanliness/Hygiene/Safety | 113 |
| Cost-Effectiveness/Organization | 113 |
| Quality | 114 |
| Food Preparation Goals | 115 |
| Cleanliness/Hygiene/Safety | 115 |
| Innovation | 115 |
| Inventory Control/Equipment | 115 |
| Quality | 116 |
| Food Services--Management Goals | 117 |
| Catering | 117 |
| Customer Service | 117 |
| Employee Supervision and Training | 118 |
| Facilities Management | 118 |
| Food Services Goals | 120 |
| Environment | 120 |
| Order Taking/Processing | 120 |
| Serving | 121 |
| Transit/Transportation Goals | 122 |
| Customer Support | 122 |
| General Operations | 122 |
| Safety and Maintenance | 123 |
| Vehicle Operation | 124 |
| Mechanical Repair and Trades Goals | 125 |
| Customer Communication | 125 |
| Diagnosis and Quality of Work | 125 |
| Speed of Repair | 126 |
| Work Planning and Estimating | 126 |
| Human Resources and Personnel--Management Goals | 128 |
| Compensation/Benefits | 128 |
| Conformance | 128 |
| Hiring | 129 |
| Labor Relations | 129 |
| Policy Development/Communication | 129 |
| Staff Development | 130 |
| Staff Retention/Promotion | 130 |
| Staff Satisfaction | 131 |
| Human Resources and Personnel Goals | 132 |
| Hiring | 132 |
| Staff Development | 132 |
| Staff Retention/Promotion | 134 |
| Staff Satisfaction | 134 |
| Conformance | 134 |
| Policy Development/Communication | 135 |
| Work-Unit Support | 135 |
| Compensation/Benefits | 136 |
| Labor Relations | 137 |
| Other | 137 |
| Physical Plant Maintenance--Management Goals | 139 |
| Cleaning | 139 |
| Plant Maintenance | 139 |
| Safety | 140 |
| Physical Plant Maintenance Goals | 142 |
| Cleaning | 142 |
| Plant Maintenance | 143 |
| Safety | 143 |
| Retail/Merchandising--Management Goals | 145 |
| Customer Service | 145 |
| Scheduling/Staffing | 145 |
| Store Management | 146 |
| Retail/Merchandising Goals | 147 |
| Checkout/Cash Register | 147 |
| Customer Service | 147 |
| Retail Environment | 148 |
| Stock/Inventory | 149 |
| Sales and Business Development--Management Goals | 151 |
| Generating New Sales/Customers | 151 |
| Managing Current Sales/Customer Relations | 151 |
| Sales Strategy Development | 151 |
| Sales Training/Communication | 152 |
| Sales and Business Development Goals | 153 |
| Managing Current Sales/Customers | 153 |
| Generating New Sales/Customers | 153 |
| Sales-Related Customer Relations | 154 |
| Sales Strategy Development | 154 |
| Sales Training | 155 |
| Security--Management Goals | 156 |
| Communication | 156 |
| Compliance | 156 |
| Improvement | 157 |
| Supervision and Training | 157 |
| Theft | 157 |
| Security Goals | 159 |
| Communication and Training | 159 |
| Compliance | 159 |
| Enforcement | 160 |
| Improvement | 161 |
| Theft | 161 |
| Personal Security | 161 |
| Premises Security | 162 |
| Traffic Control | 162 |
| Support--Management Goals | 163 |
| Communication, Supervision, and Training | 163 |
| Office Management | 163 |
| Scheduling and Work Assignments | 164 |
| Support Goals | 165 |
| Clerical/Filing | 165 |
| Reception | 165 |
| Secretarial | 166 |
| Switchboard/Phones | 167 |
| Workplace Health and Safety--Management Goals | 168 |
| Compliance | 168 |
| Improvement and Investigation | 168 |
| Training and Communication | 169 |
| Work Environment | 169 |
| Workplace Health and Safety Goals | 171 |
| Compliance | 171 |
| Improvement and Investigation | 171 |
| Training and Communication | 172 |
| Work Environment | 173 |