Customer focus is one of six factors that make up the City’s new performance management process
The City’s new performance management process — PerformMinneapolis — debuted in June and is gradually being introduced to all work groups. To help employees better understand this new process and how their job performance will be assessed, Human Resources is launching a series of articles outlining each of the six job success factors that make up PerformMinneapolis. This article discusses the customer focus job success factor; future articles will outline the other five job success factors.
PerformMinneapolis defines customer focus
Every City employee will be assessed on customer focus. For City employees, customer focus means that each employee is dedicated to meeting the business expectations and requirements of our internal and external customers. To accomplish this, employees are expected to obtain customer information and use that knowledge to improve products and services. Employees are expected to establish and maintain effective relationships with customers and gain customers’ trust and respect.
Employees with a strong customer focus:
- Recognize other employees, coworkers and the public as customers.
- Treat every encounter as an opportunity to provide quality service while displaying sensitivity, courtesy and respect.
- Identify customer needs and expectations and responds to them in a timely and effective manner.
- Listen to concerns and responds appropriately to requests.
- Offers options.
- Use customer feedback to improve service.
- Provide accurate information to help solve problems and ensure customers confidence.
- Leave a positive impression of self and of City.
So how is your customer focus?
Employees can get a good indication of how they are doing by seeking feedback from internal and external customers, including asking their supervisors.
How PerformMinneapolis works
PerformMinneapolis uses a three-step cycle of planning, monitoring and recognition. The process begins when an employee and supervisor meet to plan and set expectations for the coming year. The process encourages both the supervisor and employee to monitor performance during the year. Finally, the year’s accomplishments are documented and recognized in a performance appraisal.
To learn when your department/work group will begin using the new process, check the tentative department roll-out schedule.
To learn more about PerformMinneapolis
Published Nov. 21, 2012