CASE Study

Joseph Campbell has been working at S&G Mobile Marks for the past three years . He is a member of a team of three computer technicians who form a help desk that offers computer support to almost 70 employees in the company .

Joseph doesn't have a degree in computer technology but has always had an aptitude for working things out . He drifted into the job to fill a short-term vacancy and has gained enough experience to be able to solve most day-to-day IT problems. He has since had a promotion , and his manager has been encouraging him for time to do some extra study and course .Until now , Joseph hasn't acted on this feedback .

The company recently recruited Susan Findlay , a qualified IT employee. She has a degree in computer science and is very confident , ambitious and keen to go out of her way to learn about S&G's system and help the staff.

Joseph has found during the past month that staff are increasingly turning to Susan for IT support and solve their problems.

Currently , the firm is changing the IT network server and there is alot of extra work involved . Joseph is getting a bit stressed out about the change . He is becoming abrupt with staff when fielding their questions about some of the new backup procedures .

At the beginning of the last week , the new network server crashed . Joseph blamed Susan and told his manager that it happened just after she ran the weekly virus check .

Complete the self-appraisal checklist as if you were Joseph

How do you feel you have performed against

your objectives this year?

Describe your specific achievements?

Describe your strengths, for example technical

personal, interpersonal and managerial skills?

Describe areas you feel you could improve?

Is there anything that could have helped you

perform your role more efficiently?

Is there any support or training you could use?

What other points would you like to discuss at

the performance appraisal session?

Practice task

1. Describe the differences between hard and soft measures that relate to an individual job performance.

2. What lag or lead indicators help you monitor you job performance or tasks?