PERFORMANCE MANAGEMENT REVIEW FORM (Non Exe/Exe/Sr.

Exe)
Employee’s Name Ruslinda Bt Mohd Din Position Title Sn Customer Service Coordinator

Department Consumer Products Sales Performance Review Period April 15 to March 16

Date Conducted 4/14/2016 Supervisor Paul Lee

Section 1: Key Performance Indicators (KPI)

Oblective Items: Appraisee sets out 3 to 6 objectives that will be able to fulfill in the new fisical year.

Achievement Standard: Appraisee states clearly what the objectives are, indicates the progress, how much the oblective can be achieved by when.

Approach/ Measure/ Means/Schedules: Appraisee sets out plans and ways to achieve the objectives with clear measurement of rating scale.

Points Rating Descriptions Rating

5 Unique and exceptional accomplishments Over Exceed Expectations
4 Deliver high value, high quality work Exceed Expectations
3 Consistently meet the requirements of the position in all aspects Meet
2 Performance is inconsistent; meet some job requirement Meet Some Expectations
1 Do not meet minimum requirements of the position or only occasionally acceptable Below Expectations

Challenge Objectives
Weightage Score Score
No Objective Items(Min3-Max6) Achievement Standard(KPI) Approach/ Measure/Means/Schedule (%) Self Supervisor
Weighted Score

become number 1 camera brand in the

1 Camera value share
industry [actual result = 1 ]
based on average of monthly GFK result 5% 5 5 0.25

speed up repair turnaround time by keeping

reduce average monthly turnaround time
2 Repair turnaround time
to 4 days or below [actual result = 5.6 ]
more fast moving spare part and reduce the time 20% 2 2 0.4
taken in estimation process

every week send out reminder on estimated jobs

to maintain the backlog not more than 180 and close it without repair after one week of
3 Incomplete repair jobs
units [actual result = 169]
20% 4 4 0.8
preparing the quote

reduce estimation jobs in PJ to 40 units or set a timeline for customer to respond to our
4 Waiting for confirmation
lower [actual result = 45]
estimate, if no reply within one week, we will 20% 3 3 0.6
close the job without repair

keep lesser uncollected repair jobs in PJ contact customer again after 3 months from
5 Pending for pick up with not more than 300 units [actual result completed date; arrange to ship back directly to 15% 4 4 0.6
= 261] customer after direct deposit to us

Once completed, contact customers for pick up

Maintain monthly service income in PJ at and offer 5% discount if customers pick it up
6 Service income
RM80,000 [actual result = RM72,218] wthin 7 days. For dealers, arrange sending back
20% 2 2 0.4
once it is completed

TOTAL (%) 100% 3.05

Section 2: General Competencies
(Rating Scale) 5:Over Exceed Expectations 4:Exceed Expectations 3:Meet 2:Meet Some Expectations 1:Below Expectations
No General Competencies Score Examples
Corporate Value
Dependable, reliable and
loyal; exhibit integrity and honesty; consistenly on time and
3

Self
ready to work. Ability to carry out own duties in accordance
with the interbal organaizational rules and standards as well as
their ethical principles. This requires proper understanding of
1 the organaizations's social and political dynamics.
able to carry out own duties according to company standard

Supervisor
3

Job Knowledge understand job functions well

Understanding the job and
responsibilities; have necessary job skills and knowledge;
4
Self
understand and promote department mission and values;
keep informed of the latest developments in the area of
specialty; monitor events which impact functional areas.
2 Supervisor
possess good job knowledge in dealing with customers and
other colleagues
4

Problem solving
Ability to solve challenging issues,
based on comprehensive evaluation of the informtaion
3
Self

available at hand and possible alternatives. This requires

analysis in all aspects of the most critical issue in the current
situation.
3 always evaluate available options and get most problems solved
Supervisor

Communication
Select, organize and present
information/new ideas effectively; gain the support of others;
3
Self

promote mutual respects; establish and maintain effective

communication with internal and external customers; listen to
others and respond with appropriate, clear and specific
4 feedback; facilitate teamwork through open and honest
communication, develop positive working relationships and able to understand problems highlighted by customer and
Supervisor

cultural diversity in the worksplance. clearly communicate to internal parties

3

Team Work Teamwork with others

Ability to understand the team's
goal and function; resolve conflict; and increase quality of
4
Self

work by actively sharing knowledge and skills of the team

members and available information. this requires the
understanding of the mission, objective and nature of work for
5 the team.
good team player, share knowledge, information with other co-
Supervisor

workers
3

Total Self 17
Total Supervisor 16
TOTAL 16
WEIGHTED SCORE
(TOTAL/30) x 10 3.20

Section 3: Summary of Discussion (To be filled by employee after the discussion)

no comment
Section 4: Overall Performance Rating

WEIGHTED SCORE
No. ITEM (From Section 1 &2) WEIGHTAGE TOTAL SCORE

1 Challenge Objectives (KPI) 3.05 40% 1.22

2 General Competencies 3.20 60% 1.92

TOTAL 100% 3.14

Check Points Range Scale

5.0 Over Exceed Expectations

4.0 Exceed Expectations

√ 3.0 Meet Expectations

2.0 Meet Some Expectations

1.0 Below Expectations

Section 5: Developmental Program

Strengths (specific abilities or talents; for example, technical, interpersonal, managerial etc)
Managed to close deal with customer for retention programmed

Areas for improvement (areas of focus to improve job performance)

Training for better communication skills , Need training in Excel, Power Point and MS Word

Development Plan (future development requirements)

Section 6: Areas of Value Add
What are the specific area(s) that you have contributed beyond your role in the last one year?

No Areas of Value Add Contributions Outcome

1 Safety and Health Committee Checkers

Managed to sustained customer satisfaction

Support for get new sales over the counter on retention
2 Increased sales for service centre
programmed

Reception task well organised

Handle all incoming calls and parcels , arranged all out going parcels
3 Support and back up for reception tasks
and documents

What other potential role(s) can you play?

Section 7: Overall Comments

Employee’s comments:
No comment

Supervisor’s comments:
able to handle front counter matters independently and get most things resolved

Reviewing Manager’s comments:

Acknowledgement:

Employee 4/20/2016
(Signature) Date Completed

Supervisor
(Signature) Date Completed

Reviewing Manager
(Signature) Date Completed

HR Manager
(Signature) Date Completed
COPY DISTRIBUTION:
Original to Manager
Copy to HR Manager
Copy to Employee
Section 8: Performance Improvement Plan (for employees rated “Below Expectations”)

Identify the specific competencies that require improvement

Areas Activity Target Set Deadline

Knowledge

Skills

Behaviour

The above has been agreed upon by both parties

Employee
(Signature) Date Completed

Supervisor
(Signature) Date Completed

NOTE: To be reviewed on a monthly basis

Section 9: Promotability/Potential (highest attainable position in organization)

3 levels higher 2 levels higher 1 level higher Not ready for promotion
When (No of Years) When (No of Years) When (No of Years)

1 / 2 / 3 1 / 2 / 3 1 / 2 / 3

Prepared by
(Signature/Date)

Endorsed by
(Signature/Date)

Reviewed by
(Signature/Date)

Approved by
(Signature/Date)
The weighted percentage for different objectives in "Challenge - Objectives" column

Challenge - General
Level Objectives (KPI) Competencies

Non- Executive 40% 60%

Executive/ Sr.Executive 50% 50%

Assistant Manager/ Manager / Senior Manager 60% 40%

Deputy General Manager/ General Manager 70% 30%

bjectives" column and General Competencies:

Total
Percentage

100%

100%

100%

100%