CERTIFIED AWARD IN QUALITY, HUMAN RESOURCES & PERFORMANCE

Criterion 7

ASSESSMENT OF PERFORMANCE

Employee evaluation is an important function of Human Resource Management in which the employee is evaluated based on his/her performance and response to the objectives assigned to him/her.

Models of Business Excellence

• Quality models (such as EFQM)
• Sector specific quality models (USALI – Uniform of Accounts for Lodging Industry)
• Integration of the logic of the models
• Self-assessment
• Employee training on the Models

Performance review systems

• Benchmarking (comparing results, identifying gaps, changing management practices)
• Balanced Scorecard
• Review of operational performance
• Financial performance review
• Systems assessment procedures

HR systems

• Recruitment and integration (induction)
• Training and human resources development
• HR support & empowerment and internal crisis management systems
• Human Resources Remuneration and Reward System

Reliability of Technological Systems 

• Automation and compatibility of different IT systems
• Availability & Reliability of facilities & programs
• Integration of new technologies
• Training in new technologies
• Security monitoring & control system

Customer Management

• Customer trust and customer development
• Customer complaint handling system
• Supply chain partnerships
• Customer Surveys
• Customer feedback reporting system