Performance Management and Evaluation Form

EMPLOYEE’S NAME: VIVIAN ADHIAMBO MUTSOLI EMPLOYMENT NUMBER: 11637

JOB TITLE: Passenger Service Agent REVIEW PERIOD: 01.01. 2023 – 31.12.2023

NAME OF MANAGER: Khadija Hassan DATE: 27-06-2023

List agreed upon goals and dates for accomplishment.

Goals When Comments
Customer Intimacy– Moving Beyond the C to the DE. Consistent, 01/01/2023 -Ensure that we
Delightful, and Engaging have nil negative
feedback from
- Reduce customer complaints vs 2022 from 5 monthly to 3 monthly. customers
This will help in achieving 9 on the NPS through good
communication
- Leave management- share the plan for the whole year skills

-Maintain the rest room conditions for personnel re-charging -Leave plan
shared.
-Quarterly departmental meetings- attendance
-Maintain rest
room rules and
always leave it in
a good condition

- Try out my best

to attend the
quarterly
meetings so that
I familiarize
myself with
objectives we
have met as a
company and yet
to meet and the
goals set to be
achieved.
Operational Excellence- Power of Now 01/01/2023 -Briefing on SMT
reporting
-1 HIRE report per person per month- Hazard Identification attended

- Sustainability: reduce environmental footprint through monitoring of the -I have trained

printing costs & stationery usage. and equipped
myself with
- Increase airline / system competencies to average of 6 enough
knowledge to
handle
 QR,MS,WB,4Z,
TK and UNHAS
customers

Revenue Potential: #biznimapato: Tujikakamue!- 01/01/2023 -Ready to sell

01/01/2023 out lounge
-Daily average of lounge guests- 05 Guests per staff per shift accessibility
-I also ensure I
make them
Cost & Efficiency: #mapemandiobest- aware about
-Reduce INAD penalties by 25% vs 2022 lounge existence

- Quarterly leave review for effective leave management (5 days' balance) -Reduce INAD
penalties by 25
- Reduce absence ratio by 10% vs 2022- sick off/unplanned absenteeism %
Always confirm
the timatic and
understand it
well or asking
questions if I
doubt something
or if I come
across anything
that am not
aware
Always keen on
my duties I
believe I can
contribute to
reduction of
fines incurred
due to
operational
failures.
Trying as much
as possible to
make use of
stationaries
appropriately to
avoid
unnecessary
wastage .
I try as much as
possible to do a
given task on
time .
Employee Name: Vivian Adhiambo Mutsoli

Signature: Date:27/06/2023

Managers Name: Khadija Hassan

Signature: Date:

PERFORMANCE RATING DEFINITIONS:

PERFORMANCE RATING DEFINITIONS:

A=4 Excellent: Performance is exceptional and at the highest possible level. Performance standards
and goals are continuously and substantially surpassed. Knowledge of the job is at the highest
level.
B=3 Very Good: Performance is generally above standards. The staff member generally excels in
responsibilities and exceeds expectations.
C=2 Meets Standard: Performance fully meets established standards and expectations. Assigned
tasks are fully mastered.
D=1 BELOW STANDARDS: Some performance standards are not met; however, most performance
standards are fulfilled.
E=0 INSUFFICIENT: Performance is problematic. The staff member fails to perform most
responsibilities acceptably; meets few expectations Improved performance is necessary for
continued employment.

Goal Rating Comment

Customer Intimacy - Employee Employee Feedback:
Rating: A -Always maintain GREAT at all touch point and be ready
to listen to our customers so as to reduce
misunderstanding.
-Receiving them with a smile and giving them a
comfortable environment.
-Ensure our customer are happy and wish to travel with
Appraiser’s us again and again.
Rating:

Appraiser’s Feedback:
Operational Excellence Employee Employee Feedback:
Rating: A The training and awareness created to me and advice are
excellent to enable me to do well in operational
excellence.
Also we are fully updated incase of anything new this
enables me to deliver services with full and good
Appraiser’s knowledge.
Rating:

Appraiser’s Feedback:

Revenue Potential - Employee Employee Feedback:The feedback from customers after

Rating: A treating them well increase revenue since they share the
information to others who wish to travel with us and get
the same services thus increases our customers.

Appraiser’s Appraiser’s Feedback:

Rating:

Efficiency & Cost - Employee Employee Feedback:Avoid unnecessary wastage of

Rating: A stationaries.
Make sure I attend to my duties at the right time and try
to be fast while attending to my duties. Try to also work
as a team since we have the same goal at the end of the
day.
I try as much as possible to be quick to respond incase
am needed somewhere.
Appraiser’s
Rating:

Appraiser’s Feedback:

Overall Assessment

1. Overall Performance Rating (and summary evaluation comments):

Employees’ Overall Evaluation Comments: Team work , professionalism and efficiency are the keys to
meet our objectives and goals .

Overall Rating:A

Signature: Date:27/6/2023

Appraiser’s Overall Evaluation Comments:

Overall Rating:

Signature: Date:

Training / Development Needs Identified