5.1

• Learn to analyze performance

• Identify performance problems

• Understand the factors that should influence expectations

• Understand the relationship between customer satisfaction and performance analysis

Objectives

5.2

Basic Management Functions•Planning•Organizing•Staffing•Directing•Controlling

5.3

Activity: Bituminous Pothole Repair

• Place safety devices• Procure materials• Prepare distressed area• Place proper amount of material• Compact the patch• Clean up the area• Remove safety devices

Tasks:

5.4

Activity: Bituminous Pothole Repair

• Come to work on time• Be willing to work• Be able to work• Work in a safe manner• Maintain equipment• Produce quality work

Behaviors:

5.5

Performance Standards

•People need to know how they are doing and what is expected of them

•Standards allow workers to judge how they are doing

•Standards must be reasonable—not too high nor too low

5.6

Behavior Standards

•Absenteeism•Lateness•Complaints•Willingness to work•Response to call-outs

5.7

Group Effort Exercise

What Do You

Think?

Segments 1 & 2

5.8

Performance Analysis

See “Performance Analysis Flowchart” and explanation in

Workbook

5.9

Group Effort Exercise

What Do You

Think?Segment 3

5.10

Realistic Expectations

• All important activities should have a desired performance level

• Setting reasonable performance levels is important

• If set too low—too easily attainable; little motivation

• If set too high—unattainable; no one will try to achieve them

5.11

Factors in Establishing Performance Expectations

•Nature of the task (type of activity)

•Workers to perform the task

•Resources available to perform the task

•Conditions under which the activity is to be performed

5.12

Group Activity

Factors inEstablishingPerformanceExpectations

5.13

Goal Setting

• Supervisor

• Worker (or workers)

• Supervisor and workers (jointly)

Done by:

5.14

Goal Setting

• Expressed quantitatively

Goals must be:

• Compared to established performance standards of the organization’s maintenance management system

5.15

Customer Satisfaction

• Public

Who are your customers?

• Local highway agencies• Other maintenance crews• Management• Anyone who relies on your

“product”

5.16

Customer Satisfaction

•Crew•Organization

Satisfied customers indicate a successful:

5.17

Continuous Improvement

• Performance of activities can always be improved

• Worker can best identify types of improvement needed

• Ideas must be implemented—only when risks are understood

• Not all ideas will be successful—identify the cause of failure, not the person who had the idea

5.18

Key Points

• Unsatisfactory performance is caused by many factors; examine each situation in an orderly manner to determine causes

• Performance standards are usually written as statewide standards; specific conditions may cause unexpected performance results

• The focus of the continuous improvement process is on improving performance in order to improve customer satisfaction—job one

5.19

What You Have Learned

• Analyze performance• Identify causes of problems• Develop expectations• Continually improve

How to