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The Complete Idiot's Guide® To Boosting Employee Performance by Susan Shelly, Marc Dorio

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How to Measure Performance

A sales associate might be expected to serve 15 customers every hour. That’s a quantitative and very measurable performance standard. He is also expected to provide that service in a pleasant and effective manner. Those expectations are qualitative or observable.
To effectively measure an employee’s performance, you have to address the whole picture. It doesn’t matter that Steve serves 20 customers an hour if he behaves rudely and belittles them as he does so. Let’s look at some common ways of measuring performance—quality, quantity, and time—and how the methods often overlap.

Quality

Quality often is harder to measure than quantity or time because it’s more subjective. What’s good quality to one person may not ...

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