Introduction: Evaluating Quality of Performance -- 1. Expectations for Quality Service -- 2. Code of Service -- 3. From the Code to the Standards -- 4. Applying the Standards -- 5. Standards of Performance: Guidelines -- 6. Coaching -- 7. Reviews of Performance -- 8. Documenting Behavior -- 9. Specific Job Standards -- 10. Supervisory Standards -- 11. The Overall Evaluation -- Introduction. New Employee: Margot, Circulation/Shelving Clerk. Long-Term Employee: Eleanore, Circulation/Shelving Clerk. Supervisory Employee: Holly, Head, Children's Services. Problem Employee: Betty, Assistant Supervisor, Adult Services. Non-Public Service Employee: Gary, Technical Services Assistant -- App. A. Code of Service -- App. B. Standards of Performance Guidelines -- App. C. Supervisory Procedures -- App. D. Performance Appraisal Document -- App. E. Tabulation Sheet.