Types of Performance Standards available to Uber
Performance standards guide an organization in determining whether performance is acceptable. Performance standards are usually based on the position instead of the individual (IU Human Resources, 2018). As a global company, Uber requires performance standards to indicate the acceptable behaviors for its staff and satisfactory quality of work. Input, quality, efficiency, and outcome are the four critical areas to consider when developing performance standards for Uber.
Input performance measures focus on the resources used to develop, maintain, or deliver a product (Iowa Department of Management, 2020). In the context of Uber, examples of inputs include the number and types of vehicles, application development, and maintenance, as well as facility costs, among others. The type and amount of inputs will affect the performance of the company, making it vital to define performance standards. The standards will help to ensure that inputs meet specific criteria.
Quality measures are essential in determining the level of customer satisfaction (Iowa Department of Management, 2020). Uber customers have different expectations, such as timeliness, cost of service, and courtesy of drivers. Uber has to ensure that the drivers offer a certain quality of service to ensure customer satisfaction. For instance, the drivers may be required to address the customers courteously.
Efficiency measures help to monitor the relationship between the resources utilized and the output. Unit costs and productivity are standard measures of efficiency (Iowa Department of Management, 2020). Uber may set specific unit costs, such as the cost of trip per kilometer, to compare productivity. The specifications on vehicles to be used in Uber trips are meant to save fuel costs, thus reducing unit costs.
Outcome measures help determine the extent to which activity has impacted the intended audience (Iowa Department of Management, 2020). In the context of Uber, the outcome is the extent to which Uber helps its customers to travel efficiently and flexibly. Making it possible for customers to request Uber rides from any location or any time may be the acceptable performance standard by Uber.
Iowa Department of Management. (2020). What are the Different Types of Performance Measures? Retrieved from Iowa Department of Management: https://dom.iowa.gov/faq/what-are-different-types-performance-measures
IU Human Resources. (2018). Define Performance Standards for Each Duty. Retrieved from IU Human Resources: https://hr.iu.edu/training/performance_management/define.htm