Summary of "Gestión del Desempeño: Entrevista de Evaluación del Desempeño (Retroalimentación)"

Performance Appraisal and Feedback Interview Framework

Performance Appraisal Process

The performance appraisal is a formal meeting held between the leader and the employee at the end of a performance period. The main objectives include:

Evaluating the employee’s contribution against previously agreed goals.
Identifying performance gaps and learning opportunities.
Setting new objectives and tasks for the upcoming period.
Documenting the entire appraisal process.
Providing recognition or disciplinary actions if necessary.

Competency Assessment Framework

Competencies evaluated during the appraisal include:

Achievement Orientation
Customer Service
Negotiation

Rating Scale: 1 (poor) to 5 (excellent)

Ratings are based on daily management observations and monthly evaluations, which are averaged to determine the final score.

Example Scores:

Achievement Orientation: 4 (very good)
Customer Service: 4 (very good) Supported by direct client feedback praising quick problem resolution.
Negotiation: 2 (needs improvement) Due to a tendency to overcompensate clients beyond company policy.

Sales and Objective Metrics

Sales Target: 1 million (currency unspecified)
Actual Sales: 110% of target, exceeding the previous year’s results
Sales Performance Rating: 5 (top score)

Operational KPIs

Customer Service Time Target: 5 to 9 minutes maximum
Current Average: Approximately 15 minutes
Goal for Next Month: Reduce average service time to a maximum of 6 minutes

Development and Improvement Recommendations

To enhance performance and address identified gaps, the following actions are recommended:

Create a sales negotiation manual outlining:
- Limits on concessions (e.g., free credits)
- Alternative solutions for conflict resolution
Provide training on handling difficult clients and negotiation tactics.
Develop a customer service manual with specific diagnostic questions to speed up issue resolution.
Emphasize balancing customer satisfaction with company cost control and time efficiency.
Leadership should support these initiatives with resources and track progress on a monthly basis.

Leadership and Management Tactics

Key tactics employed by leadership include:

Using monthly evaluations to inform final performance ratings.
Recognizing employee effort and contributions to foster motivation.
Encouraging work-life balance to sustain long-term productivity.
Setting clear, time-bound challenges to drive measurable improvement.
Maintaining open dialogue and mutual feedback to build trust and engagement.

Actionable Recommendations

Implement structured manuals and training programs for negotiation and customer service.
Monitor and review KPI improvements regularly.
Foster a culture of accountability and continuous development.
Balance customer loyalty efforts with company profitability and operational efficiency.