Third Edition
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Performance Management
Herman Aguinis
Kelley School of Business
Indiana University
PEARSON
Boston Columbus Indianapolis New York San Francisco Upper Saddle River
Amsterdam Cape Town Dubai London Madrid Milan Munich Paris Montreal Toronto
Delhi Mexico City Sao Paulo Sydney Hong Kong Seoul Singapore Taipei Tokyo
CONTENTS
Preface viii
Acknowledgments xiii
Dedication xiv
About the Author xiv
PART I Strategic and General Considerations 1
Chapter 1 Performance Management and Reward Systems in Context 1
1.1 Definition of Performance Management (PM) 2
1.2 The Performance Management Contribution 4
1.3 Disadvantages/Dangers of Poorly Implemented PM Systems 8
1.4 Definition of Reward Systems 10
1.4.1 Base Pay 10
1.4.2 Cost-of-Living Adjustments and Contingent Pay 11
1.4.3 Short-Term Incentives 11
1.4.4 Long-Term Incentives 11
1.4.5 Income Protection 12
1.4.6 Work/Life Focus 13
1.4.7 Allowances 13
1.4.8 Relational Returns 13
1.5 Aims and Role of PM Systems 14
1.5.1 Strategic Purpose 15
1.5.2 Administrative Purpose 16
1.5.3 Informational Purpose 16
1.5.4 Developmental Purpose 16
1.5.5 Organizational Maintenance Purpose 16
1.5.6 Documentational Purpose 17
1.6 Characteristics of an Ideal PM System 18
1.7 Integration with Other Human Resources and Development
Activities 23
1.8 Performance Management Around the World 24
• CASE STUDY 1-1: Reality Check: Ideal Versus Actual Performance
Management System 28
• CASE STUDY 1-2: Performance Management at Network Solutions, Inc. 31
• CASE STUDY 1-3: Distinguishing Performance Management Systems from
Performance Appraisal Systems 32
Chapter 2 Performance Management Process 37
2.1 Prerequisites 38
2.2 Performance Planning 46
2.2.1 Results 46
2.2.2 Behaviors 46
2.2.3 Development Plan 47 Hi
iv Contents
2.3 Performance Execution 48
2.4 Performance Assessment 49
2.5 Performance Review 50
2.6 Performance Renewal and Recontracting 52
• CASE STUDY 2-1: Job Analysis Exercise 55
• CASE STUDY 2-2: Disrupted Links in the Performance Management Process
at "Omega, Inc." 55
• CASE STUDY 2-3: Performance Management at the University of Ghana 56
Chapter 3 Performance Management and Strategic Planning 59
3.1 Definition and Purposes of Strategic Planning 60
3.2 Process of Linking Performance Management to the Strategic
Plan 61
3.2.1 Strategic Planning 65
3.2.2 Developing Strategic Plans at the Unit Level 74
3.2.3 Job Descriptions 76
3.2.4 Individual andTeam Performance 77
3.3 Building Support 79
• CASE STUDY 3-1: Evaluating Vision and Mission
Statements at Pepsico 82
• CASE STUDY 3-2: Gilbert's Mission Statement Generator 83
• CASE STUDY 3-3: Linking Individual with Unit and Organizational
Priorities 84
• CASE STUDY 3-4: Linking Performance Management to Strategy at
Procter & Gamble 84
PART II System Implementation 87
Chapter 4 Defining Performance and Choosing a Measurement Approach 87
4.1 Defining Performance 88
4.2 Determinants of Performance 89
4.2.1 Implications for Addressing Performance Problems 90
4.2.2 Factors Influencing Determinants of Performance 91
4.3 Performance Dimensions 91
4.4 Approaches to Measuring Performance 95
4.4.1 Behavior Approach 95
4.4.2 Results Approach 96
4.4.3 Trait Approach 99
• CASE STUDY 4-1: Diagnosing the Causes of Poor Performance 101
• CASE STUDY 4-2: Differentiating Task from Contextual Performance 102
• CASE STUDY 4-3: Choosing a Performance Measurement Approach at
Paychex, Inc. 102
• CASE STUDY 4-4: Deliberate Practice Makes Perfect 103
Chapter 5 Measuring Results and Behaviors 106
5.1 Measuring Results 107
5.1.1 Determining Accountabilities 107
Contents
5.1.2 Determining Objectives 109
5.1.3 Determining Performance Standards 111
5.2 Measuring Behaviors 112
5.2.1 Comparative Systems 115
5.2.2 Absolute Systems 118
• CASE STUDY 5-1: Accountabilities, Objectives, and Standards 126
• CASE STUDY 5-2: Evaluating Objectives and Standards 126
• CASE STUDY 5-3: Measuring Competencies at the Department of
Transportation 127
• CASE STUDY 5-4: Creating BARS-Based Graphic Rating Scales for
Evaluating Business Student Performance in Team Projects 128
Chapter 6 Gathering Performance Information 130
6.1 Appraisal Forms 131
6.2 Characteristics of Appraisal Forms 137
6.3 Determining Overall Rating 140
6.4 Appraisal Period and Number of Meetings 143
6.5 Who Should Provide Performance Information? 146
6.5.1 Supervisors 146
6.5.2 Peers 146
6.5.3 Subordinates 147
6.5.4 Self 148
6.5.5 Customers 149
6.5.6 Disagreement Across Sources: IsThis a Problem? 149
6.6 A Model of Rater Motivation 150
6.7 Preventing Rating Distor t ionThrough RaterTraining
Programs 153
• CASE STUDY 6-1: Evaluating an Appraisal Form Used in Higher Education 157
• CASE STUDY 6-2: Judgmental and Mechanical Methods of Assigning
Overall Performance Score at The Daily Planet 162
• CASE STUDY 6-3: Minimizing Intentional and Unintentional Rating Errors 164
• CASE STUDY 6-4: Minimizing Biases in Performance Evaluation at Expert
Engineering, Inc. 165
Chapter 7 Implementing a Performance Management System 168
7.1 Preparation: Communication, Appeals Process,Training
Programs, and PilotTesting 169
7.2 Communication Plan 170
7.3 Appeals Process 174
7.4 Training Programs for the Acquisition of Required Skills 176
7.4.1 Rater ErrorTraining 177
7.4.2 Frame of Reference Training 180
7.4.3 Behavioral ObservationTraining 181
7.4.4 Self-LeadershipTraining 182
7.5 PilotTesting 184
7.6 Ongoing Monitor ing and Evaluation 185
vi Contents
7.7 Online Implementation 188
• CASE STUDY 7-1: Implementing a Performance Management
Communication Plan at Accounting, Inc. 192
• CASE STUDY 7-2: Implementing an Appeals Process at Accounting, Inc. 192
• CASE STUDY 7-3: Evaluation of Performance Management System at
Accounting, Inc. 192
• CASE STUDY 7-4: Training the Raters at Big Quality Care 193
PART III Employee Development 195
Chapter 8 Performance Management and Employee Development 195
8.1 Personal Developmental Plans 196
8.1.1 Developmental Plan Objectives 197
8.1.2 Content of Developmental Plan 199
8.1.3 Developmental Activities 200
8.2 Direct Supervisor's Role 203
8.3 360-Degree Feedback Systems 206
8.3.1 Advantages of 360-Degree Feedback Systems 213
8.3.2 Risks of Implementing 360-Degree Feedback Systems 215
8.3.3 Characteristics of a Good System 215
• CASE STUDY 8-1: Developmental Plan Form at Old Dominion University 220
• CASE STUDY 8-2: Evaluation of a 360-Degree Feedback System Demo 220
• CASE STUDY 8-3: Implementation of 360-Degree Feedback System at Ridge
Intellectual 221
• CASE STUDY 8-4: Personal Developmental Plan at Brainstorm, Inc.—Part I 221
• CASE STUDY 8-5: Personal Developmental Plan at Brainstorm, Inc.—
Part II 222
Chapter 9 Performance Management Skills 226
9.1 Coaching 227
9.2 Coaching Styles 233
9.3 Coaching Process 233
9.3.1 Observation and Documentation of Developmental Behavior
and Outcomes 235
9.3.2 Giving Feedback 239
9.3.3 Disciplinary Process andTermination 245
9.4 Performance Review Meetings 248
• CASE STUDY 9-1: Was Robert Eaton a Good Coach? 256
• CASE STUDY 9-2: What Is Your Coaching Style? 257
• CASE STUDY 9-3: Preventing Defensiveness 259
• CASE STUDY 9-4: Recommendations for Documentation 260
PART IV Reward Systems, Legal Issues, and Team
Performance Management 263
Chapter 10 Reward Systems and Legal Issues 263
10.1 Traditional and Contingent Pay Plans 264
10.2 Reasons for Introducing Contingent Pay Plans 265
Contents vii
10.3 Possible Problems Associated with Contingent Pay Plans 268
10.4 Selecting a Contingent Pay Plan 270
10.5 Putting Pay in Context 272
10.6 Pay Structures 276
10.6.1 Job Evaluation 277
10.6.2 Broad Banding 279
10.7 Performance Management and the Law 280
10.8 Some Legal Principles Affecting Performance
Management 281
10.9 Laws Affecting Performance Management 284
• CASE STUDY 10-1: Making the Case for a CP Plan at Architects, Inc. 289
• CASE STUDY 10-2: Selecting a CP Plan at Dow AgroSciences 289
• CASE STUDY 10-3: Contingency Pay Plan at Altenergy LLC 290
• CASE STUDY 10-4: Possible Illegal Discrimination at Tractors, Inc. 291
Chapter 11 Managing Team Performance 294
11.1 Definition and Importance ofTeams 295
11.2 Types ofTeams and Implications for Performance
Management 296
11.3 Purposes and Challenges ofTeam Performance
Management 298
11.4 IncludingTeam Performance in the Performance Management
System 299
11.4.1 Prerequisites 300
11.4.2 Performance Planning 302
11.4.3 Performance Execution 303
11.4.4 Performance Assessment 304
11.4.5 Performance Review 305
11.4.6 Performance Renewal and Recontracting 306
11.5 RewardingTeam Performance 307
• CASE STUDY 11-1: Not All Teams Are Created Equal 309
• CASE STUDY 11-2: Team Performance Management at Duke University
Health Systems 310
• CASE STUDY 11-3: Team-Based Rewards for the State of Georgia 312
• CASE STUDY 11-4: Team Performance Management at Bose 313
Index 315
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