Publications, Forms and Information Resources

Workplace Success Stories - Best Practices 2002
Recognition Strategies for a Diverse Workforce

 

Practice Name: Feedback & Prospectives Department: Facilities Services Contact Person: Zandra LeDuff, HR Mgr. Phone: (510) 642-2662 Email: zleduff@cp.berkeley.edu Web: Dept/Unit Head: Vice Chancellor Edward J. Denton Control Unit: CP

Workplace Issues Addressed: Customer Service Category: Performance Appraisal Process

 

Description of the practice
The Feedback & Prospectives program provides a self-check feedback mechanism, allowing employees to solicit feedback directly from customers or co-workers about the service provided, as part of the performance appraisal & merit review processes.

Benefits of adopting the practice
The department uses this program as a platform to begin discussions around performance issues. It acknowledges successes, identifies future goals and objectives, and links to the merit process. It allows for individual self-checks on progress, improves customer service and communication. It increases morale and improves the work environment. This program meets the needs of a diverse workforce in the following ways: There is employee input in the process. Employees identified the need and developed the program. There is a continuous feedback mechanism.

How this practice works
Employees complete individual self-evaluation forms. Each employee also chooses six names of colleagues and external clients with whom they have interaction and the manager will either add or take away at least two names from the list. From the completed list, a feedback form is sent to those individuals, who then evaluate the performance (customer service) of that person. The entire process is confidential. Once the forms are returned, the results are calculated and the employee gets a chance to review the results with his/her manager and discuss the self evaluation.

What you need in place to replicate this practice
Management support.

Tangible improvements to the department as a result of adopting this practice
Employees play a part in the evaluation process. Improves customer service/communication and increases morale. Employees feel acknowledged and there is employee satisfaction.

Why this practice was so successful and is worth replicating
With management support and staff inclusion in the decision-making process they are able to have successful programs and feel that this recipe would also work for other departments.

Related policies/guidelines:

Policy 23: Performance Appraisal.