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There are many intangibles associated with how computer professionals accomplish their work that are also important. These would include teamwork, initiative, follow-through, resourcefulness, organization, planning, communications, values, acceptance of management and company policies, decisions and directives, cross-training of other employees, etc. These measurements do not normally enter into any employee commitment plans, but they are measured through observations of employees as they perform their duties.

Nonetheless, these measurements should be documented in memos-to-file whenever they fall below expectations and again in the performance appraisal. The performance appraisal is the best tool for measuring performance on a yearly basis and it becomes a part of the official records of the employer.

It is important to conduct yearly 360 degree feedback surveysof employee performance with IT customers and other IT departments. 360 degree feedback surveys are conducted to look at employees in an organization from all angles. They generally address three areas: skills, performance and knowledge. Many of the intangibles and above-and-beyond aspects of performance will be highlighted in such surveys. This feedback is extremely valuable since it is provided by those individuals who work directly with the IT staff on a regular basis.  In most cases, these individuals work closer with the IT staff and their real work than the IT manager. Providing the option of making the feedback survey anonymous will put many respondents at ease to more freely express their true performance experiences with IT support personnel. Then the employee will often be given the opportunity to respond through a self assessment.

The IT staff should also compile performance self-evaluations at mid-year. This evaluation would then be reviewed with the manager to reconcile any differences between perceptions of job performance by the manager and subordinate. Subsequent discussions may then ensue to track the progress on any substandard performance issues.


90 percent of surveyed employers view Alternative Dispute Resolution as a technique for controlling costs.

   - Lipsky, D and Seeber, R “The Use of ADR in U.S. Corporations: Executive Summary”, 1997.

The above book excerpt is from:

You're Fired! Firing Computer Professionals

The IT manager Guide for Terminating "With Cause"

ISBN 0-9744486-4-8

Robert Papaj

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