‘A’ is for ‘outstanding’ – which is reserved for performance well above and beyond the call

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 o

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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

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nthusiasm, 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

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ually 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

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ations 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 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, ot