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Another scientifically-based tool, the Job Performance and Customer Service Skills Assessment is used to help employees (or prospective employees) improve their job performance skills. It includes three versions providing a 360 degree type assessment of the employee.
The individual, coworkers and supervisors, and other key customers whom the individual has the obligation to serve can complete this tool.
The tool measures the employee in ten essential performance areas.
Feedback to the individual is provided in both brief graphic form and, if desired, in detailed narrative form identifying guides to personal improvement based on the results of the individual's assessment.
The individual's performance ratings can be compared to others within one's own organization, as well as with others in related industries of interest.
This tool has been used in a variety of organizational and educational settings and is the basis for several published scientific articles and national radio and television releases.
The text, "The TQS Factor and You. Learn To Lead Yourself, Manage Your Boss, Delight Your Customer" written by G. Ronald Gilbert, Principal Consultant of GEMS, is based on the key measures included in this assessment tool.
Scholarly Contributions Based On This Instrument:
Gilbert G.R., Hannan E., and Lowe K. (1998). "Is Smoking Clouding the Objectivity of Performance Appraisal?" Public Personnel Management, 27 (3).
Gilbert, G. R., Collins, R. W., and Valenzi, E. (1993). "Relationship of Age and Job Performance: From the Eye of the Supervisor," Journal of Employee Assistance Research, 2 (1).
Gilbert, G. R., Price, R. O., and Whiteside, C. W. (1998). "Characteristics of the Best Officers on the Force." The Police Chief. September.
Gilbert, G. R. and Whiteside, C. W. (1998). "Performance Appraisal and Followership: An Analysis of the Boss/Subordinate Team," Journal of Police Science and Administration, 16 (1).
Gilbert, G. R. (1992). The TQS Factor and You. Learn to: Lead Yourself, Manage Your Boss, Delight Your Customer. Boca Raton, Florida: Business Performance Publications.
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