The second key element of the PSR, Performance Monitoring, refers to the
methods the organization uses to verify whether or not it is carrying out
the Quality Standards.
It can be thought of as the ongoing verification that employee responsibilities
are being carried out. These are often done through random or scheduled spot
checks, observations, or a review of documents. Performance Monitoring usually
occurs prior to the session in which the scoring sheet is completed and the
results of that monitoring are recorded on the scoring sheet for the corresponding
performance standard.
The PSR, by design, diffuses much of the resistance that employees commonly
have toward being monitored because of the emphasis on team participation
at all stages. When Quality Standards are defined objectively as a team with the
emphasis always on positive results, employees welcome the information gathered
by the system.
Below is an example of how the performance of a particular Quality Standard is
assessed during a PSR Scoring session. Note the location to indicate if the Standard
was achieved or not for the considered
Review Period,
the
Operational Definition,
and the area to provide a description explaining why the Standard was achieved or not.
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