Your ops manager is right in asking these questions as in today's scenario it is combination of performance and interpersonal skills. Which means that a potential candidate for higher growth and increment is the one who is not good technically but also showcases good people skills. Hence you can divide your Performance score into two parts; 80 % to the job done and 20 % to the interpersonal skills which you can link with your organization mission. For eg; if you are in are in an industry where customer interaction is very high, you can create the skills matrix comprising of communication skills(both internal and external), negotiation skills, decision making etc.
Create a PMS that identifies these two areas or else you can also go for Balance Scorecards mechanism if you feel your organization is mature enough to handle such types. This is a very complex and detailed Appraisal method.
Surveys on salary range on various industry are done by the job portals(google them ) or do a dip stick research out the database of employees you have from other companies in the similar industry.
17th July 2012 From India, Mumbai