Employee Self-Assessments are now a part of our Performance Management and Development (PMD) Process.
The self-assessment is designed to gather input from you regarding your performance and accomplishments since the last appraisal period. Use the self-assessment as an opportunity to demonstrate the value you bring to the company by highlighting examples of what you have accomplished.
To complete your self-assessment, answer the questions below. Copy and paste the questions and your responses in an email, and submit to your direct supervisor/manager no later than Friday, March 1, 2019.
- What were your most significant accomplishment(s) and contribution(s) during the recent appraisal period? What contribution(s) are you most proud of during the appraisal period?
- What work, if any, did you perform outside the scope of your current role?
- How can you enhance your performance? What professional development or career growth goal do you hope to achieve? How can your supervisor/manager help you enhance your performance and accomplish this goal?
Background of my job:
Position: Phlebotomist
Duties: Front desk clerk, blood draw, other sample collection, specimen processing, phone answer, translate (I can speak Cantonese and mandarin Chinese, and my workplace, 90% patient is Chinese and lot of them didn’t know English), medical and office supplies inventory
Performance Management and Development (PMD)
Tips for Completing Your Self-Assessment
Below and on the following pages are tips and examples to help you get started with reflecting on your own accomplishments, setting new goals for the future and defining a path for your professional development.
When reflecting on your achievements, it is important to include details that reflect your contributions to the organization. Provide explanations that include the what, when, where, why and how of your accomplishments.
Reflecting on Your Accomplishments
• Include facts and data - Since this process is new for 2018-19, you will have to reflect on your past accomplishments to complete the self-assessment. Draw on specific examples of what you accomplished and how you brought value to the organization. Moving forward, keeping a journal of your accomplishments and work results throughout the year can pay off when it comes time to write your annual self-assessment.
• Be specific - Quantify your results with something specific, so your supervisor/manager can better understand the impact your results made. Saying "I responded to customer inquiries in a timely fashion" is much less meaningful than saying "I responded to all customer inquiries assigned to me within 24 hours and assisted other team members in responding within 24 hours as well".
• Rationalize results - If you are talking about a success that you had, explain how you achieved it. Highlight specific skills. Describe who contributed, how responsibilities were divided, or what extra steps you took to ensure success. If you took initiative to ensure the success of a project, the self-assessment is a good place to document that. If you came up short on a goal, the self-assessment is a good place to document what you learned through that experience, and/or what resources might help you be successful in the future.
Performance Management and Development (PMD)
Examples of Self-Assessments
You can use the examples as an outline for responding to similar questions on your own self-assessment, or as a starting point for brainstorming what you would like to include in your own responses.
The examples provided are specific to the job noted in the fictitious examples. Write your self-assessment in response to the three questions listed on page one of this document so they reflect the realities of your role within LabCorp and within your team.
Self-Assessment Example #1: Service Rep
As a driver, having great customer skills can make or break a relationship at an account. I am the face of LabCorp at the doctor’s office and how I act represents the company. Even if they do not ever see anyone else from LabCorp, I make sure they know LabCorp cares about them as a client. I am cheerful and patient, even when they are not. When I first started, no one really seemed to notice me or care if I was there. Now, they call me by name and say they are glad to see me. I know all of their names too, which is an important part of providing great customer service. I am proud of the fact I provide the best customer service I can and that it is recognized.
I try and make myself indispensable and helpful to my supervisor, but I am not sure this is working outside the scope of my role. To me, it is helping where I am needed. If my supervisor looks stressed, I will ask what I can do to help. If a dispatcher calls off or is unavailable, I offer to be a backup. I have learned all of the routes by helping when employees are on vacation and there is no senior courier to cover. I have provided training to other couriers on how to use the hand-held devices, which can be confusing. I learned how to do car checks, so if the lead is on vacation, I can do it instead of my supervisor having to take time to do it. Knowing my supervisor can count on me for anything she needs done in our department makes me happy.
My goal would be to move into a senior service rep role in the future. I like the variety of going to different locations and helping in other areas. My personal schedule would allow me to be flexible at work, and being promoted to a senior courier would be a big career accomplishment for me.
Self-Assessment Example #2: Customer Support Representative
In my first year as a customer support representative for LabCorp, I maintained high standards for customer service and responsiveness that have been reflected in the results of my work. Given the target of maintaining an average call time under 10 minutes, I maintained an average call time of 7:22 throughout the entire year. This was a full two minutes faster than the company average of 9:25. I also maintained an average customer satisfaction rating of 94% throughout the year, compared to the average rate of 90%. Finally, I minimized escalations by achieving a first-call resolution rate of 95%, compared to the company average of 90%.
Together, these metrics demonstrate that I have consistently provided our customers with quality and timely service that exceeds their expectations and the requirements set by LabCorp. The single greatest factor in my success was the way I made use of our internal resources, including training materials and internal contacts. I developed a deep familiarity with our knowledge base by reading during less busy periods. I asked reps from other departments about how best to answer customer questions related to my work. My growing expertise and familiarity with LabCorp’s operations contributes to my quick resolution times with customers.
Although I demonstrated outstanding success in providing service to our customers over the past year, there were several areas of opportunity for improving my job performance. Despite my consistency in resolving customer issues, I was only able to successfully cross-sell our products to 5% of my customer base, short of my goal of 7%. Further developing my technical knowledge of our products will enable me to make better recommendations for our customers, but I also need to understand more about how to communicate value propositions to our customers and help them realize when it makes sense to purchase more from us. I believe that additional training and education about our products would assist me in increasing my performance in line with company expectations.
As a customer support representative with LabCorp, the best part of my job is being able to provide exceptional service to our customers. Over the past year, I developed a genuine passion for products and brand, and I take pride in representing our company each time I interact with our customers, a quality I believe has driven my success in service. In the future, I hope to take on a management role where I can share my passion for LabCorp and help build a world class customer support department.
Performance Management and Development (PMD)
Examples of Self-Assessments (continued)
Self-Assessment Example #3: Marketing Manager
When I began my role as marketing manager at LabCorp, my goals were to increase our exposure within the industry, expand our thought leadership and help position LabCorp as an industry leader. Throughout the year, I engaged my team members with three important goals: increase LabCorp’s presence at industry conventions and trade shows, increase LabCorp’s visibility at industry conferences, especially those with speaking opportunities, and to enhance our support of LabCorp’s account-based marketing strategy.
I am extremely proud of what my team and I have accomplished during the past year. Compared to the previous year, when LabCorp was represented at two conventions and one trade show, we were present at four industry conventions and four trade shows this year, enabling us to further promote our brand, connect with important industry players, and generate key contacts for the sales team. We also managed to book LabCorp speakers into three separate conferences, creating a huge platform for us to share our technology and the customer service approach that makes us uniquely valuable for our customers. This included scheduling our CEO for a speaking engagement at the annual conference that received over 10,000 live viewers on Facebook and boosted our social media following by 17% in two days.
Finally, our team produced 41 individual white papers and research reports for our target accounts this year. When our sales team sent these reports to prospective clients instead of a generic sales message, closing rates were 18% higher and revenue per sale was 41% greater. In total, these three initiatives have helped increase our inbound lead volume by 87% compared to this time last year.
In the past year, I developed a further interest in marketing strategy and the work that our marketing directors do to determine how the company will invest our annual budget. In the future, I would be interested in learning more about marketing strategies and participating in marketing strategy development for LabCorp.
Sample Solution