360-degree performance evaluation, also known as "360-degree performance feedback" or "all-round evaluation", was first put forward and implemented by Intel, a model enterprise known as "the symbol of American power".
360-degree performance evaluation refers to the understanding of personal performance from employees themselves, bosses, direct subordinates, colleagues and even customers: communication ability, interpersonal relationship, leadership and administrative ability ... Through this ideal performance evaluation, the assessed can not only get feedback from themselves, bosses, subordinates, colleagues and even customers, but also clearly know their shortcomings, advantages and development needs from these different feedbacks.
self-assessment
Self-evaluation refers to: let managers evaluate their abilities according to their performance during their work, or set future goals accordingly. In self-evaluation, employees usually lower their defense awareness, so as to understand their own shortcomings, and then they are willing to strengthen and supplement their areas that have yet to be developed or insufficient.
Generally speaking, employees' evaluation results are usually different from those of their superiors. Compared with the evaluation of superiors or colleagues, employees often give themselves higher scores. Therefore, you should be very careful when using self-assessment. When asking subordinates to evaluate themselves, superiors should know that there may be differences between their own evaluation and employees' evaluation of themselves, and their positions may become rigid, which is also something that should be paid special attention to when using self-evaluation.
Subordinate evaluation
For traditional human resources workers, it seems a bit incredible for subordinates to evaluate their bosses. However, with the development of knowledge economy, more and more companies let employees evaluate the performance of their superiors. This process is called upward feedback. And this way of performance evaluation is especially valuable for developing the development potential of superiors. Managers can clearly know where their management ability needs to be strengthened through the feedback from subordinates. If there is a big gap between your understanding of yourself and your evaluation of subordinates, the supervisor can understand the reasons for this gap. Therefore, some human resource management experts believe that the evaluation of subordinates to superiors will be of great benefit to the development of their management talents.
Customer evaluation
Customer evaluation is particularly important for people engaged in service industry and sales industry. Because only customers know best about employees' performance and attitude in customer service relations and marketing skills. Therefore, in similar related industries, customer evaluation may be included in the performance evaluation system.
In fact, at present, some domestic service industries (such as financial industry and catering industry) often adopt this performance evaluation method (such as selecting the best service personnel). Because the service quality and attitude of the service personnel are only clear to the customers themselves. The customer service departments of many well-known domestic companies regularly ask customers to evaluate the service performance of the company's customer service personnel by sampling.
Supervisor evaluation
Supervisor evaluation is the most common way in performance evaluation, that is, performance evaluation is carried out by the supervisor. Therefore, as supervisors, we must be familiar with the evaluation methods and make good use of the results of performance evaluation as an important weapon to guide subordinates and develop their potential.
Multi-director and matrix evaluation
With the adjustment of enterprises, some companies often promote some cross-departmental cooperation schemes, so some employees may work with many supervisors at the same time. Therefore, in the establishment of performance evaluation system, the company can also incorporate multi-supervisor and matrix performance evaluation methods into the performance evaluation system.
That is, after the project is over, each project supervisor is required to submit an evaluation of the performance of his subordinates. For another example, at present, many domestic enterprises have branches or offices in major cities, so some employees often work in two places (or more places) at the same time. So some companies will require all supervisors to evaluate employees' performance.
In addition, through the multi-angle evaluation of several supervisors, the ability of employees will be evaluated more objectively.
The implementation of "360-degree performance evaluation" is not only of great help to the managers themselves, but also can confirm the strengths and weaknesses of the management team through appropriate data collection. In this way, on the one hand, the enterprise can let the group members do things more effectively, on the other hand, it can also set up a learning center for the enterprise as an important basis for planning the development direction of the enterprise. "360-degree performance evaluation" is like a mirror. Maybe people can accept that they are beautiful or handsome in the mirror, but don't forget that when they see their shortcomings in the mirror, they should also have a grand scale to accept what they can't see and try their best to improve their management ability.
The evaluation of other employees in the enterprise can also be based on this way, properly cultivate the evaluation content and make accurate evaluation, so as to mobilize their enthusiasm.
First, advantages
Generally speaking, 360-degree performance evaluation has the following advantages:
Through evaluation feedback, the appraisee can get the evaluation opinions of people at all levels on their own quality and ability, work style and work performance, and comprehensively and objectively understand the information about their own strengths and weaknesses, thus serving as a reference for making work performance improvement plans, personal future career and ability development;
In the 360-degree performance appraisal, the information fed back to the appraisee comes from the appraisal results of multi-level appraisers related to their own work, so it is easier to be recognized by the appraisee. Moreover, by comparing the feedback information with the self-assessment results, the assessed can recognize the gap;
360-degree performance evaluation is helpful to promote communication and interaction among organization members, improve team cohesion and work efficiency, and promote organizational change and development.
Because of the above characteristics, 360-degree performance evaluation has been widely used in the fields of self-awareness and development of senior leaders, employee performance evaluation, evaluation and recommendation of senior candidates in enterprises, organizational learning and change.
Second, the operation process
To successfully carry out 360-degree performance evaluation within the enterprise, we must do the following three stages:
1, preparation stage
Preparation is very important, which affects the smooth progress of the evaluation process and the effectiveness of the evaluation results. The main purpose of the preparation stage is to make all relevant personnel, including all evaluators and appraisees, and all managers who may contact or use the evaluation results correctly understand the purpose and function of the enterprise to implement 360-degree evaluation, and then establish trust in the evaluation method.
2. Evaluation stage
1) Set up a 360-degree performance evaluation team. It must be noted that the evaluation needs the consent of the appraisee, so as to ensure the appraisee's recognition and acceptance of the final result.
2) Conduct 360-degree evaluation feedback technical training for appraisers. In order to avoid the evaluation results being influenced by the subjective factors of the appraisers, enterprises need to train the appraisers when implementing the 360-degree evaluation feedback method to make them familiar with and use the technology correctly. In addition, ideally, enterprises should establish their own competency model requirements according to their own conditions, and design a 360-degree feedback questionnaire on this basis.
3) Implement 360-degree evaluation feedback. The evaluation is made by superiors, peers, subordinates, relevant customers and myself according to the standards of various dimensions. In the process of evaluation, other types of evaluation should be anonymous, except that the superior's evaluation of the subordinate can't be kept confidential, and the anonymity of the person filling in the form and the confidentiality of the evaluation result report must be strictly maintained. A large number of studies show that people are often willing to provide more real information under anonymous evaluation.
4) Statistics and report the results. When providing a 360-degree evaluation report, we should pay attention to protecting the anonymity of the appraisers. It is also important to ensure its scientific nature. For example, the number of people listed in the report is generally 3-5; If there are less than 3 appraisers in a certain category (lower level), they must be classified into other categories, and the appraisal results shall not be presented separately in the form of lower level appraisal.
5) The enterprise management department shall formulate corresponding measures for the feedback problems.
3, feedback and consultation stage
Providing feedback and guidance to the assessed is a very important link. Through feedback from all parties (including superiors, colleagues, subordinates, themselves and customers, etc.). ), the assessed can fully understand their own strengths and weaknesses, and clearly understand the expectations and gaps between the company and the superiors. According to experience, when implementing the 360-degree evaluation and feedback project for the first time, it is best to ask experts or consultants to have one-on-one feedback counseling talks to guide the assessed how to read, explain and make full use of the 360-degree evaluation and feedback report. In addition, inviting external experts or consultants can easily create a "safe" atmosphere (that is, you don't have to worry about being punished, etc.). ), which is conducive to in-depth communication with the assessed.
Third, matters needing attention
1. Correctly treat the value of 360-degree performance evaluation method.
As far as its current development stage is concerned, the most important value of 360-degree performance evaluation is not the evaluation itself, but the ability development. Its value mainly includes two aspects:
It can help people to improve their self-insight, be more aware of their own advantages and areas that need to be improved, and then make the next capacity development plan (Tornow,1993); );
It can inspire people to constantly improve their behavior, especially when 360-degree evaluation and feedback are combined with the formulation of personal development plans. The 360-degree method clearly presents this gap to the assessed, thus stimulating their positive motivation (Tornow, London &; CCL Associates， 1998).
Simply using the 360-degree evaluation feedback method to evaluate the purpose (whether it is talent evaluation or performance evaluation) can not only bring the expected effect to the enterprise, but also may have many negative effects, such as interpersonal conflicts, wasting people's money, reducing the prestige of human resources departments and senior leaders.
2. Support from senior leaders
360-degree performance evaluation involves people at all levels in the organization, even people outside the organization. Therefore, the implementation of 360-degree performance evaluation can only be carried out smoothly with the full support of senior leaders, and the problems in the process can also be solved in time. Otherwise, it may escalate the problems among employees, affect the normal work performance of employees, and even cause uncontrollable confusion in the organization.
3, the stability of the enterprise
Organizations that implement 360-degree performance evaluation should have certain stability. Because in fact, this new tool itself is likely to become a double-edged sword. When enterprises face reorganization, layoffs or mergers, employees' sense of insecurity is relatively high. At this time, 360-degree feedback is likely to aggravate this experience and lead to negative effects. The effect of 360-degree feedback on ability development cannot be reflected.
4. Building trust
Through the continuous communication of operation details and the whole implementation process, employees can establish trust in their superiors and trust in the fairness of the procedures promised by the organization in feedback, so as to keep an open attitude towards feedback and overcome the resistance to technology.
Therefore, when the 360-degree performance appraisal is first implemented, it is best to take the ability development as the purpose, not as the basis for assessment and promotion. This makes it easy for employees to accept and agree with this technology. Then, gradually expand its application fields (such as personnel decision-making such as evaluation and promotion).
5. Establish a long-term personnel capacity development plan.
When applying 360-degree performance evaluation to leadership development, enterprises should have corresponding leadership models. Only in this way can we make a reasonable evaluation of the leadership of existing management. Many enterprises do not attach importance to this preliminary work. In fact, 360-degree performance evaluation is only a method of evaluation feedback, and the questionnaire compiled according to the leadership model is the content of implementation evaluation, which is one of the decisive factors for whether 360-degree performance evaluation technology can play its role in enterprises. Many enterprises often ignore the establishment of long-term personnel capacity development plans. Ability training is not a one-off event, nor is it a once-and-for-all event; Need to be constantly improved, constantly developed and improved. Therefore, after completing the 360-degree performance evaluation, it is necessary to discuss with the assessed the long-term plan for their ability development. This will be related to the ultimate effect of leadership development.
Fourth, application examples
For example, Purdue Resource Management Company's 360-degree performance evaluation application.
Purdue Resource Management Company in the United States has nearly 1000 employees. The old performance appraisal system lacks clear appraisal standards and cannot guarantee the fairness and impartiality of implementation. In the old evaluation process, employees didn't know what the company expected of them. It is the internal competition of any effective incentive system to find outstanding employees through assessment and give them corresponding rewards. The purpose of performance appraisal in many companies is to motivate employees. However, there are always managers or employees who think that performance appraisal is a necessary but fruitless and annoying process. This was the case of Purdue Company before the reform of 1994. As a result of the reform, performance appraisal is no longer just a system of grading employees, but also an important source of information feedback for employees. Every year, all employees sit down with their superiors to discuss their personal goals for this year. Therefore, the performance appraisal system has actually become an important coordination tool. For example, in Purdue, teamwork is becoming more and more important. In order to promote cooperation among employees, the company has formulated a policy that requires all employees to answer a series of questions as team members. Similarly, in the performance appraisal, not only the superior should evaluate, but also colleagues and subordinates should evaluate. It may be more economical and time-saving to rely only on superior evaluation, but 360-degree performance evaluation is very valuable for companies with important team operations. In addition, increasing the number of examiners will improve the accuracy of the assessment.
Many other companies have used similar evaluation techniques. For example, in a rapidly changing environment, it is a very effective policy for companies to set goals for employees in the second year. But if the same measures are applied to a company with a stable environment, it would be too wasteful and a bit stupid. In fact, such a company can completely turn these goals into fixed job descriptions. On the contrary, in a dynamic environment, employees and their managers know best what has changed and how to adjust their goals to adapt to the new environment.