newtothis

The objectives also should be SMART objectives. 1. Specific – Objectives should specify what they want to achieve. 2. Measurable – You should be able to measure whether you are meeting the objectives or not. 3. Achievable - Are the objectives you set, achievable and attainable? 4. Realistic – Can you realistically achieve the objectives with the resources you have? 5. Time – When do you want to achieve the set objectives? The idea of a survey seems interesting but on occasion we have to say no to some things as they are illegal, cost too much (In time or money) or are just not practical with the rescources available, so the users sometimes leave disappointed or frustrated as unrealistic requests are still wanted even after explaining all the problems. External factors also can have a massive impact on relative "satisfaction" as the odd update will cause unforseen problems or a change in use by some users can have detrimental effects elsewhere (Lets copy 500mb files around the network, or print massive documents) which ICT Support has no contol over.

We are just to start down the path of annual reviews etc which i'm all in favour of. The only bit that I am unsure about is the target setting element. How does everyone else do target setting and do they have any targets they wish to share? The targets wil be linked to a chance to get extra cash to take home on top of normal wage. This sounds good in principle, but it just don't see where I get something relevant achievable and positive from? I see a couple of areas for concern. If a target is to implement something new there would be a temptation for the person/team concerned to impliment this and to a certain extent say to hell with everything else. If a target is to keep the system running, well to hell with implementing something new it might break a working system. We don't use any helpdesk software so "average time to resolution" other statistic isn't possible though once again as the experience from the NHS targets we hear so much about starts to encourage corner cutting elsewhere to achieve this target. "Completing" solutions but not actually giving an answer. (I'm sure anyone who has used Capita's Support Net for SIMS can testify to this particular problem) I think to be honest I see target setting and then trying to achieve this outside a totallity of performance as a paper excercise to justify HR's existance and with the addition of a money element potentially deviceive with one part of the staff as some get something and some don't. Please someone have a positive experience with examples they would like to share.