Keys to performance management milestone 4.13


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Keys to performance management milestone 4.13

  1. 1. The Keys to Performance Management(T+C+ECF) x DE= Business SuccessThe number one factor in increasing the level of highly satisfied and engagedCUSTOMERS in your business is Financial Performance CR= 104.12% increase in profits Quality P&S & Customer Relationship CR= .404 Employee CR=.277 Satisfaction CR=.275 CR=.249 CR=.334 CR=.280 Empowerment Coaching High StandardsCR=.285 CR=.371 CR=.365 CR=.191 CR=.247 Long-term Enthusiasm, Training & Fair Orientation Commitment, Development Compensation Respect 1
  2. 2. HERE IS THE LIST OF THE TOP FACTORS THAT DROVE THESE COMPANIES TO BRING INFINANCIAL RETURNS THAT WERE OFTEN 20 TIMES LARGER THAN THEIR COMPETITORS...1 = Strongly Disagree 3 = Disagree Somewhat 5= Not Sure7= Agree Somewhat 10 = Strongly AgreeWe have an uncompromising determination to achieve excellence in everything we do: ________We have a real commitment to high-quality work, and tolerate nothing less: ________We have a real commitment to high levels of customer service, and tolerate nothing else: ________In this company we set and enforce very high standards for performance: ________Management gets the best work out of everybody in the company: ________The quality of the work performed by our group is consistently high: ________We keep customers informed on issues affecting their business: ________We make our customers feel as though they are very important to us: ________Customer satisfaction is a top priority in our company: ________We listen well to what the customer has to say: ________We are extremely good at building long-term customer relationships: ________The people in our company do “whatever it takes” to do a good job for the customer: ________We do a good job of resolving customer problems when they occur: _________We always place the customers’ interests first, ahead of those of the company: _________The level of quality service delivered by my group / team is consistently high: ________READ THAT LIST AGAIN… AND AGAIN!!!!! 2
  3. 3. Key Attributes of a Winning Culture: 1- 10High aspirations and a desire to win _______Extreme customer focus _______A “think like owners” attitude _______Bias to action _______Individuals who team _______Passion and energy _______What do engaged employees look like? (1-10)They give more discretionary effort _____They consistently exceed expectations _____They take more responsibility and initiative _____They receive better customer service ratings _____They offer more ideas for improvement _____They promote and model teamwork _____They volunteer more for extra assignments _____They anticipate and adapt better to change _____They persist at difficult work over time _____They speak well of the organization _____ 3
  4. 4. The Three E’sEEES B AP M A 4
  5. 5. The Six Universal Drivers of Engagement 1-10 1. Caring, competent, and engaging leaders _______ 2. Effective managers who keep employees informed, aligned and engaged _______ 3. Effective teamwork at ALL levels _______ 4. Job enrichment and professional growth _______ 5. Valuing employee contributions _______ 6. Concern for employee well being _______Keys to a Highly Accountability Culture 1-10Communicate clearly and relentlessly _______Set agreed-upon and highly specific metrics _______Focus on results – not personalities _______Force collaboration – teamwork is mandatory not optional _______Question all activities that don’t contribute to the company’s overall strategic goals _______Make sure that everyone in the organization focuses on accountability _______ 5
  6. 6. Clear Leadership ExpectationsHere are the key things that I will focus on in our business to determine if we are ontrack:Here are my key expectations I have for EVERY employee of this company: 6
  7. 7. Here are the core leadership values you can expect me to follow:Here are the key things you can expect from me as the President/CEO of this company: 7
  8. 8. Notes on Accountability 8
  9. 9. The Five Steps to Accountability: 1- 10 100% Clarity + Authority _______ 100% Agreement _______ Track & Post _______ Coach & Train _______ Reward or Punish _______ Individual Workshop Go back through the entire work book and look for the pattern of your high scores and low scores. Where are you doing well in your organization right now?In what areas do you need to improve? 9
  10. 10. What are 5 specific and measurable ACTION STEPS you can take RIGHT AWAY that will have adramatic positive impact on your organization? 10
  11. 11. NOTES: 11
  12. 12. NOTES: 12
  13. 13. NOTES: 13