How should I assess my employees? [closed]

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I am a manager of a program that has a minimal oversight style of management due to employees starting their work day out in the community. While they have to complete documentation (which I check weekly) and timesheets, it does not provide me with real evidence/knowledge of the actual work completed with the client.



What tools should I use to make sure the quality and quantity of work is up-to-par?







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closed as too broad by gnat, Richard U, jimm101, Chris E, DJClayworth Aug 18 '16 at 16:25


Please edit the question to limit it to a specific problem with enough detail to identify an adequate answer. Avoid asking multiple distinct questions at once. See the How to Ask page for help clarifying this question. If this question can be reworded to fit the rules in the help center, please edit the question.














  • depends on the job, I get everything signed off by clients as part of their billing and I follow up every so often as customer relations.
    – Kilisi
    Aug 18 '16 at 3:09










  • @Kilisi that sounds like an answer ;)
    – Erik
    Aug 18 '16 at 5:39










  • @Erik it works for specific services but unrealistic for others so just a comment unless the OP gives more info.
    – Kilisi
    Aug 18 '16 at 6:59










  • Couldn't it be as simple as associating dollar value to a task? Ex if they are a gardener, did the place they do the job at return for more services?
    – Dan
    Aug 18 '16 at 15:06
















up vote
0
down vote

favorite












I am a manager of a program that has a minimal oversight style of management due to employees starting their work day out in the community. While they have to complete documentation (which I check weekly) and timesheets, it does not provide me with real evidence/knowledge of the actual work completed with the client.



What tools should I use to make sure the quality and quantity of work is up-to-par?







share|improve this question











closed as too broad by gnat, Richard U, jimm101, Chris E, DJClayworth Aug 18 '16 at 16:25


Please edit the question to limit it to a specific problem with enough detail to identify an adequate answer. Avoid asking multiple distinct questions at once. See the How to Ask page for help clarifying this question. If this question can be reworded to fit the rules in the help center, please edit the question.














  • depends on the job, I get everything signed off by clients as part of their billing and I follow up every so often as customer relations.
    – Kilisi
    Aug 18 '16 at 3:09










  • @Kilisi that sounds like an answer ;)
    – Erik
    Aug 18 '16 at 5:39










  • @Erik it works for specific services but unrealistic for others so just a comment unless the OP gives more info.
    – Kilisi
    Aug 18 '16 at 6:59










  • Couldn't it be as simple as associating dollar value to a task? Ex if they are a gardener, did the place they do the job at return for more services?
    – Dan
    Aug 18 '16 at 15:06












up vote
0
down vote

favorite









up vote
0
down vote

favorite











I am a manager of a program that has a minimal oversight style of management due to employees starting their work day out in the community. While they have to complete documentation (which I check weekly) and timesheets, it does not provide me with real evidence/knowledge of the actual work completed with the client.



What tools should I use to make sure the quality and quantity of work is up-to-par?







share|improve this question











I am a manager of a program that has a minimal oversight style of management due to employees starting their work day out in the community. While they have to complete documentation (which I check weekly) and timesheets, it does not provide me with real evidence/knowledge of the actual work completed with the client.



What tools should I use to make sure the quality and quantity of work is up-to-par?









share|improve this question










share|improve this question




share|improve this question









asked Aug 17 '16 at 22:54









Amber Rose

101




101




closed as too broad by gnat, Richard U, jimm101, Chris E, DJClayworth Aug 18 '16 at 16:25


Please edit the question to limit it to a specific problem with enough detail to identify an adequate answer. Avoid asking multiple distinct questions at once. See the How to Ask page for help clarifying this question. If this question can be reworded to fit the rules in the help center, please edit the question.






closed as too broad by gnat, Richard U, jimm101, Chris E, DJClayworth Aug 18 '16 at 16:25


Please edit the question to limit it to a specific problem with enough detail to identify an adequate answer. Avoid asking multiple distinct questions at once. See the How to Ask page for help clarifying this question. If this question can be reworded to fit the rules in the help center, please edit the question.













  • depends on the job, I get everything signed off by clients as part of their billing and I follow up every so often as customer relations.
    – Kilisi
    Aug 18 '16 at 3:09










  • @Kilisi that sounds like an answer ;)
    – Erik
    Aug 18 '16 at 5:39










  • @Erik it works for specific services but unrealistic for others so just a comment unless the OP gives more info.
    – Kilisi
    Aug 18 '16 at 6:59










  • Couldn't it be as simple as associating dollar value to a task? Ex if they are a gardener, did the place they do the job at return for more services?
    – Dan
    Aug 18 '16 at 15:06
















  • depends on the job, I get everything signed off by clients as part of their billing and I follow up every so often as customer relations.
    – Kilisi
    Aug 18 '16 at 3:09










  • @Kilisi that sounds like an answer ;)
    – Erik
    Aug 18 '16 at 5:39










  • @Erik it works for specific services but unrealistic for others so just a comment unless the OP gives more info.
    – Kilisi
    Aug 18 '16 at 6:59










  • Couldn't it be as simple as associating dollar value to a task? Ex if they are a gardener, did the place they do the job at return for more services?
    – Dan
    Aug 18 '16 at 15:06















depends on the job, I get everything signed off by clients as part of their billing and I follow up every so often as customer relations.
– Kilisi
Aug 18 '16 at 3:09




depends on the job, I get everything signed off by clients as part of their billing and I follow up every so often as customer relations.
– Kilisi
Aug 18 '16 at 3:09












@Kilisi that sounds like an answer ;)
– Erik
Aug 18 '16 at 5:39




@Kilisi that sounds like an answer ;)
– Erik
Aug 18 '16 at 5:39












@Erik it works for specific services but unrealistic for others so just a comment unless the OP gives more info.
– Kilisi
Aug 18 '16 at 6:59




@Erik it works for specific services but unrealistic for others so just a comment unless the OP gives more info.
– Kilisi
Aug 18 '16 at 6:59












Couldn't it be as simple as associating dollar value to a task? Ex if they are a gardener, did the place they do the job at return for more services?
– Dan
Aug 18 '16 at 15:06




Couldn't it be as simple as associating dollar value to a task? Ex if they are a gardener, did the place they do the job at return for more services?
– Dan
Aug 18 '16 at 15:06










3 Answers
3






active

oldest

votes

















up vote
4
down vote













Client Feedback



If available, this gives you some of the thoughts from the most important people in your business cycle, your customers.



On-site Observation



You can also try audit sessions where you take a day to go with an employee while they work. Your presence may bias the worker's behavior, but some things like the worker's temperament and demeanor would be harder to hide especially in situations of distress (by this I do not mean undue artificial hardship, but more the regular stresses of the job and intensities of normal business peaks). This method has the additional benefit of exposing you as the supervisor to the work load and challenges the employee is dealing with on the job.



Pose as Customer



Either you or an agent you retain can pose as a customer and evaluate the employee's behavior, perhaps without the behavioral modifications he or she might apply under known observation.



Peer Feedback



Some might suggest interviews with the employee's peers, but my experience has been that this doesn't always work as well because relationships and office politics can skew the responses. This method also asks people to become evaluators, and that may not be their strength. The formality of a peer interview can also cause some interviewees to be guarded. But informal discussion with peers can usually provide some useful information about the evaluated (is he liked, is she pleasant to deal with, is he a team player, what kinds of work does she seem to like best).






share|improve this answer




























    up vote
    0
    down vote













    The best way would be to contact the client and ask them if they are happy with the work delivered. At the end of the day, that's the only true measure of an accomplished worker; happy clients.



    If you're worried about quality of the work, it might help to check up on clients after a few months (or another period; depending on the nature of the work) to make sure they are still happy with it.



    Keep in mind though that you need to know enough about the client to be able to tell for which ones a begrudging "meh" means they are super happy and for which ones an "oh yes, he did a great job" means they don't like the result.






    share|improve this answer




























      up vote
      0
      down vote













      You haven't stated what type of work these employees perform for your clients, but it sounds like they provide some form of service in the field.



      When it comes to team performance assessment, it definitely helps to use some of the methods highlighted by others, including routine customer surveys, random (unannounced) field checks, 360 feedback, and self-assessments. But I would go further and try to establish performance metrics that you score on a regular basis (i.e., once a month). An example of such a metric is # client cases resolved in a month.



      You can use the metrics to evaluate the performance of both the larger team and individual team members, and compare performance of team members against each other. The right mix of metrics should allow you to identify top and low performers, your team's strengths and weaknesses, and identify problem areas that you need to address quickly. Good metrics usually follow what people refer to as the SMART criteria: Specific, Measurable, Achievable, Relevant and Time-bound.



      Other examples that may apply to your case:



      • Number of client visits in a month

      • Time to resolution or handle time

      • Number of client cases that remain open (backlog)

      • First response time

      Just try to come up with metrics that matter to your business and clients, make sure to score them on a regular basis, and take corrective actions to address problem areas or weaknesses as necessary.






      share|improve this answer






























        3 Answers
        3






        active

        oldest

        votes








        3 Answers
        3






        active

        oldest

        votes









        active

        oldest

        votes






        active

        oldest

        votes








        up vote
        4
        down vote













        Client Feedback



        If available, this gives you some of the thoughts from the most important people in your business cycle, your customers.



        On-site Observation



        You can also try audit sessions where you take a day to go with an employee while they work. Your presence may bias the worker's behavior, but some things like the worker's temperament and demeanor would be harder to hide especially in situations of distress (by this I do not mean undue artificial hardship, but more the regular stresses of the job and intensities of normal business peaks). This method has the additional benefit of exposing you as the supervisor to the work load and challenges the employee is dealing with on the job.



        Pose as Customer



        Either you or an agent you retain can pose as a customer and evaluate the employee's behavior, perhaps without the behavioral modifications he or she might apply under known observation.



        Peer Feedback



        Some might suggest interviews with the employee's peers, but my experience has been that this doesn't always work as well because relationships and office politics can skew the responses. This method also asks people to become evaluators, and that may not be their strength. The formality of a peer interview can also cause some interviewees to be guarded. But informal discussion with peers can usually provide some useful information about the evaluated (is he liked, is she pleasant to deal with, is he a team player, what kinds of work does she seem to like best).






        share|improve this answer

























          up vote
          4
          down vote













          Client Feedback



          If available, this gives you some of the thoughts from the most important people in your business cycle, your customers.



          On-site Observation



          You can also try audit sessions where you take a day to go with an employee while they work. Your presence may bias the worker's behavior, but some things like the worker's temperament and demeanor would be harder to hide especially in situations of distress (by this I do not mean undue artificial hardship, but more the regular stresses of the job and intensities of normal business peaks). This method has the additional benefit of exposing you as the supervisor to the work load and challenges the employee is dealing with on the job.



          Pose as Customer



          Either you or an agent you retain can pose as a customer and evaluate the employee's behavior, perhaps without the behavioral modifications he or she might apply under known observation.



          Peer Feedback



          Some might suggest interviews with the employee's peers, but my experience has been that this doesn't always work as well because relationships and office politics can skew the responses. This method also asks people to become evaluators, and that may not be their strength. The formality of a peer interview can also cause some interviewees to be guarded. But informal discussion with peers can usually provide some useful information about the evaluated (is he liked, is she pleasant to deal with, is he a team player, what kinds of work does she seem to like best).






          share|improve this answer























            up vote
            4
            down vote










            up vote
            4
            down vote









            Client Feedback



            If available, this gives you some of the thoughts from the most important people in your business cycle, your customers.



            On-site Observation



            You can also try audit sessions where you take a day to go with an employee while they work. Your presence may bias the worker's behavior, but some things like the worker's temperament and demeanor would be harder to hide especially in situations of distress (by this I do not mean undue artificial hardship, but more the regular stresses of the job and intensities of normal business peaks). This method has the additional benefit of exposing you as the supervisor to the work load and challenges the employee is dealing with on the job.



            Pose as Customer



            Either you or an agent you retain can pose as a customer and evaluate the employee's behavior, perhaps without the behavioral modifications he or she might apply under known observation.



            Peer Feedback



            Some might suggest interviews with the employee's peers, but my experience has been that this doesn't always work as well because relationships and office politics can skew the responses. This method also asks people to become evaluators, and that may not be their strength. The formality of a peer interview can also cause some interviewees to be guarded. But informal discussion with peers can usually provide some useful information about the evaluated (is he liked, is she pleasant to deal with, is he a team player, what kinds of work does she seem to like best).






            share|improve this answer













            Client Feedback



            If available, this gives you some of the thoughts from the most important people in your business cycle, your customers.



            On-site Observation



            You can also try audit sessions where you take a day to go with an employee while they work. Your presence may bias the worker's behavior, but some things like the worker's temperament and demeanor would be harder to hide especially in situations of distress (by this I do not mean undue artificial hardship, but more the regular stresses of the job and intensities of normal business peaks). This method has the additional benefit of exposing you as the supervisor to the work load and challenges the employee is dealing with on the job.



            Pose as Customer



            Either you or an agent you retain can pose as a customer and evaluate the employee's behavior, perhaps without the behavioral modifications he or she might apply under known observation.



            Peer Feedback



            Some might suggest interviews with the employee's peers, but my experience has been that this doesn't always work as well because relationships and office politics can skew the responses. This method also asks people to become evaluators, and that may not be their strength. The formality of a peer interview can also cause some interviewees to be guarded. But informal discussion with peers can usually provide some useful information about the evaluated (is he liked, is she pleasant to deal with, is he a team player, what kinds of work does she seem to like best).







            share|improve this answer













            share|improve this answer



            share|improve this answer











            answered Aug 17 '16 at 23:20









            Bernard Dy

            1,3871125




            1,3871125






















                up vote
                0
                down vote













                The best way would be to contact the client and ask them if they are happy with the work delivered. At the end of the day, that's the only true measure of an accomplished worker; happy clients.



                If you're worried about quality of the work, it might help to check up on clients after a few months (or another period; depending on the nature of the work) to make sure they are still happy with it.



                Keep in mind though that you need to know enough about the client to be able to tell for which ones a begrudging "meh" means they are super happy and for which ones an "oh yes, he did a great job" means they don't like the result.






                share|improve this answer

























                  up vote
                  0
                  down vote













                  The best way would be to contact the client and ask them if they are happy with the work delivered. At the end of the day, that's the only true measure of an accomplished worker; happy clients.



                  If you're worried about quality of the work, it might help to check up on clients after a few months (or another period; depending on the nature of the work) to make sure they are still happy with it.



                  Keep in mind though that you need to know enough about the client to be able to tell for which ones a begrudging "meh" means they are super happy and for which ones an "oh yes, he did a great job" means they don't like the result.






                  share|improve this answer























                    up vote
                    0
                    down vote










                    up vote
                    0
                    down vote









                    The best way would be to contact the client and ask them if they are happy with the work delivered. At the end of the day, that's the only true measure of an accomplished worker; happy clients.



                    If you're worried about quality of the work, it might help to check up on clients after a few months (or another period; depending on the nature of the work) to make sure they are still happy with it.



                    Keep in mind though that you need to know enough about the client to be able to tell for which ones a begrudging "meh" means they are super happy and for which ones an "oh yes, he did a great job" means they don't like the result.






                    share|improve this answer













                    The best way would be to contact the client and ask them if they are happy with the work delivered. At the end of the day, that's the only true measure of an accomplished worker; happy clients.



                    If you're worried about quality of the work, it might help to check up on clients after a few months (or another period; depending on the nature of the work) to make sure they are still happy with it.



                    Keep in mind though that you need to know enough about the client to be able to tell for which ones a begrudging "meh" means they are super happy and for which ones an "oh yes, he did a great job" means they don't like the result.







                    share|improve this answer













                    share|improve this answer



                    share|improve this answer











                    answered Aug 18 '16 at 5:43









                    Erik

                    26.2k187199




                    26.2k187199




















                        up vote
                        0
                        down vote













                        You haven't stated what type of work these employees perform for your clients, but it sounds like they provide some form of service in the field.



                        When it comes to team performance assessment, it definitely helps to use some of the methods highlighted by others, including routine customer surveys, random (unannounced) field checks, 360 feedback, and self-assessments. But I would go further and try to establish performance metrics that you score on a regular basis (i.e., once a month). An example of such a metric is # client cases resolved in a month.



                        You can use the metrics to evaluate the performance of both the larger team and individual team members, and compare performance of team members against each other. The right mix of metrics should allow you to identify top and low performers, your team's strengths and weaknesses, and identify problem areas that you need to address quickly. Good metrics usually follow what people refer to as the SMART criteria: Specific, Measurable, Achievable, Relevant and Time-bound.



                        Other examples that may apply to your case:



                        • Number of client visits in a month

                        • Time to resolution or handle time

                        • Number of client cases that remain open (backlog)

                        • First response time

                        Just try to come up with metrics that matter to your business and clients, make sure to score them on a regular basis, and take corrective actions to address problem areas or weaknesses as necessary.






                        share|improve this answer



























                          up vote
                          0
                          down vote













                          You haven't stated what type of work these employees perform for your clients, but it sounds like they provide some form of service in the field.



                          When it comes to team performance assessment, it definitely helps to use some of the methods highlighted by others, including routine customer surveys, random (unannounced) field checks, 360 feedback, and self-assessments. But I would go further and try to establish performance metrics that you score on a regular basis (i.e., once a month). An example of such a metric is # client cases resolved in a month.



                          You can use the metrics to evaluate the performance of both the larger team and individual team members, and compare performance of team members against each other. The right mix of metrics should allow you to identify top and low performers, your team's strengths and weaknesses, and identify problem areas that you need to address quickly. Good metrics usually follow what people refer to as the SMART criteria: Specific, Measurable, Achievable, Relevant and Time-bound.



                          Other examples that may apply to your case:



                          • Number of client visits in a month

                          • Time to resolution or handle time

                          • Number of client cases that remain open (backlog)

                          • First response time

                          Just try to come up with metrics that matter to your business and clients, make sure to score them on a regular basis, and take corrective actions to address problem areas or weaknesses as necessary.






                          share|improve this answer

























                            up vote
                            0
                            down vote










                            up vote
                            0
                            down vote









                            You haven't stated what type of work these employees perform for your clients, but it sounds like they provide some form of service in the field.



                            When it comes to team performance assessment, it definitely helps to use some of the methods highlighted by others, including routine customer surveys, random (unannounced) field checks, 360 feedback, and self-assessments. But I would go further and try to establish performance metrics that you score on a regular basis (i.e., once a month). An example of such a metric is # client cases resolved in a month.



                            You can use the metrics to evaluate the performance of both the larger team and individual team members, and compare performance of team members against each other. The right mix of metrics should allow you to identify top and low performers, your team's strengths and weaknesses, and identify problem areas that you need to address quickly. Good metrics usually follow what people refer to as the SMART criteria: Specific, Measurable, Achievable, Relevant and Time-bound.



                            Other examples that may apply to your case:



                            • Number of client visits in a month

                            • Time to resolution or handle time

                            • Number of client cases that remain open (backlog)

                            • First response time

                            Just try to come up with metrics that matter to your business and clients, make sure to score them on a regular basis, and take corrective actions to address problem areas or weaknesses as necessary.






                            share|improve this answer















                            You haven't stated what type of work these employees perform for your clients, but it sounds like they provide some form of service in the field.



                            When it comes to team performance assessment, it definitely helps to use some of the methods highlighted by others, including routine customer surveys, random (unannounced) field checks, 360 feedback, and self-assessments. But I would go further and try to establish performance metrics that you score on a regular basis (i.e., once a month). An example of such a metric is # client cases resolved in a month.



                            You can use the metrics to evaluate the performance of both the larger team and individual team members, and compare performance of team members against each other. The right mix of metrics should allow you to identify top and low performers, your team's strengths and weaknesses, and identify problem areas that you need to address quickly. Good metrics usually follow what people refer to as the SMART criteria: Specific, Measurable, Achievable, Relevant and Time-bound.



                            Other examples that may apply to your case:



                            • Number of client visits in a month

                            • Time to resolution or handle time

                            • Number of client cases that remain open (backlog)

                            • First response time

                            Just try to come up with metrics that matter to your business and clients, make sure to score them on a regular basis, and take corrective actions to address problem areas or weaknesses as necessary.







                            share|improve this answer















                            share|improve this answer



                            share|improve this answer








                            edited Aug 18 '16 at 7:02


























                            answered Aug 18 '16 at 6:56









                            Matisse

                            1475




                            1475












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