Leveraging Balanced Performance Objectives

Slide 1: Leveraging Balanced Performance Objectives a strategy for improving the focus on customer loyalty, staying up to date and paying attention to details, personal productivity, and financial impact

Slide 2: Objectives • Drive constructive behaviors that produce desired results • Assist company leaders in the selection and development of team members • Identify and reward top performers 2 http://www.darinphillips.com

Slide 3: Kaplan & Norton’s Balanced Scorecard – Enterprise View Focus on Process Capability Growth External Focus Internal Focus Human Capital Relationships Focus on People 3 http://www.darinphillips.com

Slide 4: Kaplan & Norton’s Balanced Scorecard – Individual View Focus on Process Productivity Bottom Line External Focus Internal Focus Customer Learning Loyalty Focus on People 4 http://www.darinphillips.com

Slide 5: Steps 1. Bring small groups of hub employees (boss, peer, two in role, subordinate) together to define 3-5 most important objectives – 2 hours 2. Peer review of resulting objectives with focus on what is observable/measurable and potentially undesired behaviors that will be encouraged – 2 hours 3. Identify means by which objectives can be measured and reported; develop reward and recognition program 4. Manually record and discuss with employees while automated dashboard created 5. Turn on dashboard and continue to coach employees 6. Initiate reward and recognition program 7. Review program effectiveness every 90 days 8. Revise metrics every 18 to 24 months 5 http://www.darinphillips.com

Slide 6: Plan 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 Hub Employees Peer Review Metrics & Rewards Measure & Coach Design Dashboard Code Dashboard Test Dashboard Initiate Program ▲ Review Impact 6 http://www.darinphillips.com

Slide 7: Next Steps • Hub employee group reconvenes to flesh out activities required to meet objectives and competencies required to effectively execute each activity – 1 hour/objective • Competencies broken into two groups (price of admission and taught) • Selection tools created based on prioritized price of admission competencies • Training reviewed to ensure inclusion of all taught competencies • Assessments created to measure degree of competence • Supervisors taught how to leverage assessment and training resources so that they can help every employee maximize their rewards 7 http://www.darinphillips.com

Slide 8: Complete Plan 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 Hub Employees Peer Review Metrics & Rewards Measure & Coach Design Dashboard Code Dashboard Test Dashboard Initiate Program ▲ Review Impact Job Analysis Competency Work Selection Tools Training Review Assessments Supervisor Training 8 http://www.darinphillips.com