‘A’ is for ‘outstanding’ – which is reserved for performance well above and beyond the call of duty. ‘A’ is for extra-mile effort that bring

I’m designing a performance measurement system for our in-house technology team and have run into a disagreement with my boss.

He would grade a support technician as ‘A’ if the Service Level Agreement (SLA) norms have been met, and ‘A+’ for any additional enthusiasm shown.

I want to give only 50% for meeting the SLA norms since these are non-negotiable specifications. The remaining 50% I would give for enthusiasm, special assistance and ongoing development of the expert. What do you think?

Here is my reply:

You need to clarify with your boss and the rest of the in-house team what an ‘A’ should actually stand for.

In most schools, ‘C’ is ‘satisfactory’ – which means all the ‘non-negotiable’ specifications have been met. I also refer to this as ‘customer satisfaction’.

‘B’ is ‘good’ (B+ is very good) – which means all specifications are met and the work is done with some notable level of enthusiasm, individual initiative, etc. This is the domain of ‘customer delight’.

‘A’ is for ‘outstanding’ – which is reserved for performance well above and beyond the call of duty. ‘A’ is for extra-mile effort that bring

Holding a Conference? 10 Tips on Making Your Conference A Success
When you are in charge of a conference, you have an enormous amount of responsibility. It is important that your conference not only is a success from a business standpoint, but also that your participants enjoy themselves and feel that it was worth their time. Here are ten tips which will help ensure a successful conference.1. Plan early. You should set a date and place for large conferences a year

rvice Level Agreement (SLA) norms have been met, and ‘A+’ for any additional enthusiasm shown.

I want to give only 50% for meeting the SLA norms since these are non-negotiable specifications. The remaining 50% I would give for enthusiasm, special assistance and ongoing development of the expert. What do you think?

Here is my reply:

You need to clarify with your boss and the rest of the in-house team what an ‘A’ should actually stand for.

In most schools, ‘C’ is ‘satisfactory’ – which means all the ‘non-negotiable’ specifications have been met. I also refer to this as ‘customer satisfaction’.

‘B’ is ‘good’ (B+ is very good) – which means all specifications are met and the work is done with some notable level of enthusiasm, individual initiative, etc. This is the domain of ‘customer delight’.

‘A’ is for ‘outstanding’ – which is reserved for performance well above and beyond the call of duty. ‘A’ is for extra-mile effort that bring

A Business Wine Gift Can Strengthen Business Relationships
You are probably familiar with the traditional fruit baskets and flower settings used as business gifts in today’s modern corporate world. But a new trend is developing in corporate gift giving that adds a whole new dimension to business relationships – the business wine gift.As it is customary for business associates to exchange gifts on occasion, an alcoholic gift has been frowned upon in the Amer

assistance and ongoing development of the expert. What do you think?

Here is my reply:

You need to clarify with your boss and the rest of the in-house team what an ‘A’ should actually stand for.

In most schools, ‘C’ is ‘satisfactory’ – which means all the ‘non-negotiable’ specifications have been met. I also refer to this as ‘customer satisfaction’.

‘B’ is ‘good’ (B+ is very good) – which means all specifications are met and the work is done with some notable level of enthusiasm, individual initiative, etc. This is the domain of ‘customer delight’.

‘A’ is for ‘outstanding’ – which is reserved for performance well above and beyond the call of duty. ‘A’ is for extra-mile effort that bring

Life Is Full Of Rejection Take Harvard - 22,955 Student Applications To Apply And 20,897 Rejections
I opened my Friday newspaper and was reminded again that life is full of rejection.Take Harvard University for example. No less than 22,955 eager applicants applied for admission to Harvard this fall and only 2,058, or 9%, were accepted. A whopping 20,897 applicants came up short of admission.Actually, Harvard University calls its undergraduate school Harvard College. Nonetheless, all who were

t schools, ‘C’ is ‘satisfactory’ – which means all the ‘non-negotiable’ specifications have been met. I also refer to this as ‘customer satisfaction’.

‘B’ is ‘good’ (B+ is very good) – which means all specifications are met and the work is done with some notable level of enthusiasm, individual initiative, etc. This is the domain of ‘customer delight’.

‘A’ is for ‘outstanding’ – which is reserved for performance well above and beyond the call of duty. ‘A’ is for extra-mile effort that bring

Job Interview Cheat Sheet - Top 6 Questions & Mental Strategies
If an interviewer adopts a competitive or adversarial attitude toward you in an interview, you should not take it personally. Many interviewers adopt a confrontational style to screen candidates for jobs which may involve some form of regular conflict, such as sales management or customer service supervisor. In order for you to pass the interview with flying colors, it is highly recommended that you prepare

th some notable level of enthusiasm, individual initiative, etc. This is the domain of ‘customer delight’.

‘A’ is for ‘outstanding’ – which is reserved for performance well above and beyond the call of duty. ‘A’ is for extra-mile effort that brings the customer, or the company, to a new level of performance.

‘A+’ is legendary, a breakthrough, a brand new benchmark for others to remember, admire and follow. This is where your customers become ambassadors, enthusiasts, fanatics and devotees.

To my mind, an ‘A’ should not be given for simply ‘doing the job’. ‘Doing the job’ is just expected, merely satisfactory. That’s a ‘C’.

Doing more than the minimum job is where higher grades should be awarded.

I recommend you bring together your in-house customers and the members of your technology support team. Encourage discussion. Let there be a healthy debate.

Ultimately, agree on what A, B, C, D and F will stand for in your unique context. Then grade accordingly.

Key Learning Point

Within an organization, departments may have very different opinions about how well they are doing, and how well, or poorly, other departments around them are performing. These disagreements stem from a lack of c