The Future Of Performance Management In An Era Of Uncertainty   American Airlines   Michelle Collins Rodrigues
Upcoming SlideShare
Loading in...5

The Future Of Performance Management In An Era Of Uncertainty American Airlines Michelle Collins Rodrigues



The Future Of Performance Management In An Era Of Uncertainty - American Airlines - Michelle Collins-Rodrigues Sponsored by IQPC Exchange at the Strategic performance and Change Management Conference

The Future Of Performance Management In An Era Of Uncertainty - American Airlines - Michelle Collins-Rodrigues Sponsored by IQPC Exchange at the Strategic performance and Change Management Conference



Total Views
Views on SlideShare
Embed Views



0 Embeds 0

No embeds



Upload Details

Uploaded via as Adobe PDF

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
Post Comment
Edit your comment

The Future Of Performance Management In An Era Of Uncertainty   American Airlines   Michelle Collins Rodrigues The Future Of Performance Management In An Era Of Uncertainty American Airlines Michelle Collins Rodrigues Presentation Transcript

  • About American AirlinesOur People – ~ 70,000 employees – ~ 60,000 non-management – ~ 10,000 management/specialistOur Company – Based in Fort Worth, Texas – Founded 80+ years ago – Over $22 Billion in annual revenue – Serve 260 airports in more than 50 countries – 3,300+ daily flights using a combined fleet of more 900+ aircraft – Founding member of the oneworld® alliance 2
  • Times Are Changing …1930s AA Ad 2000s AA Ad 3
  • Change … Times are changing … not only for American Airlines, but also for business, and for talent. To quote Gary Hamel, from his 2007 book, The Future of Management :Over the coming decades, an accelerating pace of change will test the resilienceof every society, organization and individual. Luckily, perturbations createopportunities as well as challenges. But the balance of promise and perilconfronting any particular organization will depend on its capacity foradaptation. Hence the most important question for any company is this: Are we changing as fast as the world around us? 4
  • Performance Management @ AAAA’s performance management basics: • Process has been around for decades • Evolved from a paper-based system to online format • Annual appraisals, ongoing feedback • Focus is on development, not merely the appraisal • Currently use Success Factors • Coverage for all management, specialists and support staff (front line performance handled separately) • Approximately 11,500 participants in the process • 11 leadership competencies – 6 business and 5 people competencies • Development planning tool w/tie-in to LMS • Employee biographyBut our performance management system and tools pale in importance to the core ofperformance management at AA – leaders who provide clear, ongoing, high quality feedback.No easy task … 5
  • Talent Management Cycle @ AA CompletePerformance Management Conduct Talent Reviews Assessment Identify Top Talent/Emerging Talent Commit to Calibration 1-N List  Discuss Top Talent / Strategic Development Adverse Impact Emerging Talent Analysis  Critical Positions Appraisal Discussion  Retention Concerns  9-Box Matrix  Competency Execute  Successors Development/Training Succession Plans  Development Plans  360 Degree Feedback  Targeted Coaching  Mentoring  Relationship Growth/  Maintain Successor Lists Exposure  Promote to Plan  Strategic Assignments  Monitor & Adjust 6
  • TALENT REVIEW PROCESS• Leaders “present” their employees to the next level• Leverage employee biographies• They share: – Name/Position – Performance Score – Readiness Assessment – Development Recommendations – Successors Possibilities – Critical Positions If Applicable – Retention Concerns 7
  • Talent Readiness• Leaders assess their employees’ readiness toassume higher level positions by considering theperformance score and employee’s ability,aspiration and engagement to assume higher levelor critical positions. Aspiration•TOP OR EMERGING TALENT possess the •ability, •aspiration, and 29% •engagement Ability Engagement to rise to and succeed in more senior, critical positions. (See next slide for details)• Typically only 29% of top performers meet this criteria 8
  • Assessment Criteria A combination of the innate characteristics and learned skills that employees use to carry out their day-to-day work. ABILITY Innate Characteristics • Mental/cognitive agility • Emotional intelligence Learned Skills • Technical/functional skills • Interpersonal skills The extent to which an employee wants or desires the following: • Prestige and recognition in the organization • Advancement and influenceASPIRATION • Financial rewards • Work–life balance (May or may not be present in higher level job) • Overall job enjoyment Engagement consists of four elements: • Emotional Commitment - The extent to which employees value, enjoy, and believe in their organizationsENGAGEMENT • Rational Commitment - The extent to which employees believe that staying with their organizations is in their self-interest • Discretionary Effort - Employee willingness to go “above and beyond” the call of duty • Intent to Stay - Employee desire to stay with the organization 9
  • First, A Little About Performance Management @ AA 10
  • A Work in Progress …We provide myriad resources to AA leaders regarding performance managementand we spend countless hours consulting and coaching our leaders on the sameOur “system” works well, and we meet our goals in terms of leaders completingtheir appraisals and having performance discussions with their peopleSomething was lacking …Specifically, many of our leaders and their people found performance managementneither rewarding nor useful. The culprit was the performance discussion leaders had with their people every year 11
  • It’s All About The DiscussionSome of our leaders did a great job holding discussions with their people • The “annual appraisal discussion” was the culmination of ongoing feedback throughout the prior year • It was, for these leaders, a capstone discussion • So their people were rarely surprised with their ratings, readiness, or development areas • And their people appreciated the process and benefited from itBut not our leaders all did suchSo the task became how do we get traction with a broader set of leadersin holding high quality discussions throughout the year and at year’s end?We’re not there yet, but the answer is in driving better discussions withour people … 12
  • 5 Elements To Consider in Performance Discussions1. In a time of uncertainty, assess criticality in performance management2. Bridge performance discussions with a discussion of potential and leverage talent review insight3. Good leaders always provide feedback4. Have your leaders discuss “Keep, stop, & start”5. Deadlines, reminders and targets are not a bother; they really matter 13
  • 1. Assessing Criticality"Criticality" considers such questions as:• Who has unique specialized skills or knowledge of procedures, processes, or systems that your organization cannot do without?• Who, because of a combination of their skills and knowledge, their work performance, their ability to achieve results, and their dedication, do you consider to be indispensable to the success of your organization?• Who has critical relationships or a network that cannot be replaced or replicated?Note: Very few people/jobs will be in this category 14
  • … assessing criticality• You have to be realistic in the analysis – who is really critical and who is not?• Think about the business objectives – who helps your business accomplish its goals?• Criticality is not shared in the discussion, but it should be the primary consideration in the leader’s mind• That said, if someone is critical, you need to be in “sell mode” … keep them here!• If someone is not critical, do not oversell 15
  • 2. The Bridge To Potential• Bridge performance discussions with a discussion of potential and leverage talent review insight• The discussion is not all about performance; instead it’s also about potential – For higher positions – For different lateral positions• This is a discussion point … but be careful – Must make it clear that the employee is valued and has high potential – But not set up unrealistic expectations 16
  • 3. Good Leaders … Give Feedback• Don’t assume that all your leaders do not or cannot provide feedback in the “prescribed way”• You probably have many leaders who are doing just what “HR Intends” – Watch how they provide feedback … they are best practices right in your own backyard! – So, identify these leaders and laud them• Give leaders guidance on how to give feedback• More on this, next … 17
  • 4. Keep, Stop, Start• Effective performance discussions between leaders and their employees help create a workplace that values individual efforts, develops team members and fosters effective working relationships• Its a two-way conversation• An approach we encourage at AA is for leaders to use a simple framework: – Keep – Stop – Start 18
  • Keep … Goal: • Describe and discuss positive behaviors, actions and skills For • Let him or her know you value their efforts • Encourage him or her to continue their good workManagers: For • Share successes • Examine how they were achievedEmployees: • Identify what support you need to continue success 19
  • Stop … Goal: • Talk about behaviors or actions to avoid or improve • Provide real examples of what you observed and talked about during past year For • Share specific actions negatively affecting the individuals work, customers, team dynamics,managers: etc. • Use Crucial Conversations to help discussions For • Openly discuss the obstacles you encounter in your work • Work with manager to formulate a plan toemployees: overcome these hurdles 20
  • Start … • List new behaviors to boost performance and Goal: career growth; map a course to achieve them • Be specific and mentor For • Share your knowledge, network and resourcesmanagers: • Help team members achieve successful outcomes • Be open to feedback For • Ask questions, seek information and gain understandingemployees: • Create Development Plan • Take action 21
  • 5. Deadlines Matter• Leaders owe it to their employees to have an open, honest, and timely feedback session• Ensuring those discussions are timely means there must be a schedule that is taken seriously• In other words, deadlines do matter, especially to those on the receiving end of the discussion• Ensuring leaders meet those deadline, however, does not mean that we should behave like the “HR Police” in enforcing such 22
  • Consistency• Finally, a word about consistency of discussions across managers …• Make the most of calibration / talent review sessions• The talent review / calibration meeting among leaders that will inform and enhance the performance discussions with employees – To ensure people are rated in a consistent way – To vet possible discussion points with individuals 23
  • Thank You!Questions? 24
  • Strategic Performance & Change Management Conference November 13-15, 2012 in New Orleans, LA View the Strategic Performance & Change Management program here: If you would like to receive the free IQPC brochure directly email