Developing Meaningful Performance Measures Of Results   Comcast   Tina Waters
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Developing Meaningful Performance Measures Of Results Comcast Tina Waters

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Developing Meaningful Performance Measures Of Results at Comcast by Tina Waters

Developing Meaningful Performance Measures Of Results at Comcast by Tina Waters

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Developing Meaningful Performance Measures Of Results   Comcast   Tina Waters Developing Meaningful Performance Measures Of Results Comcast Tina Waters Presentation Transcript

  • IQPC - Strategic Performance Management & Measurement Summit Tina Waters │March 2012
  • National Customer Operations – People Strategy● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● Realize the best performance from employees by: • Attracting and hiring the best • Developing the appropriate knowledge, skills, and abilities • Cultivating feelings of engagement with Comcast • Building motivation to work and dedication to Comcast • Strengthening productivity and customer service excellence Powering the dream Powering the dream
  • How Do We Get the Best Performance? ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●Employee ATTRACT & ON-BOARD & DEVELOP & REWARD & RETAIN &Lifecycle RECRUIT TRAIN PERFORM PROMOTE GROW Selection Comcast Career Progression Plans & Reward / Recognition Tools University Standard New hire CommTech assessment training Comprehensive career path program for Comcast field for pre- technicians employment Ongoing screening training for: Quarterly Frontline Bonus Reinforces performance and connects employees to how they Standard 1) HR compliance contribute to the customer experience interview 2) New products guide Bow Tie Awards 3) Career Recognizes top frontline employees who progression consistently exceed key performance goals. Circle of Success Celebrates employees who go above and beyond to live the Credo, while improving our company and customer experience Powering the dream Powering the dream
  • A CASE STUDY● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●Developing Meaningful Performance Measures for ResultsPowering the dreamPowering the dream
  • Performance Management Support● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●Leader’s Guide available to all people leaders: • Performance management calendar • Setting goals for “how to”:  Behavioral goals – the “how”  Individual goals – the “what” • Sample development plans • Sample agendas for goal setting meetingsPowering the dreamPowering the dream
  • Our Approach to Goal-Setting● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● • Tie employees’ day-to-day activities to Comcast’s strategic business objectives • Provide employees with clear expectations for their job performance • Facilitate top performance by providing employees with tools and resources that will help them succeed • Establish desired outcomes Managers can use to objectively measure and optimize employee performance • Lay the groundwork for effective performance differentiation between employees at the time of performance evaluationPowering the dreamPowering the dream
  • Our Promises to Customers● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● 1. We will give you a 30-day, money-back guarantee on our video, voice or high-speed services. 2. We will always be on time within your appointment window or well credit you $20 or give you a free premium channel for three months. 3. We will resolve routine issues in one visit or well credit you $20 or give you a free premium channel for three months. 4. We will treat you and your home with courtesy and respect. 5. We’re here for you, 24 hours a day, 7 days a week to answer questions at your convenience. 6. We will offer easy-to-understand packages and provide you with a clear bill. 7. We will continually offer the best and most video choices.Powering the dreamPowering the dream
  • CommTech Career Progression ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● NCT6: Headend and C-RAN Maintenance Functional Proficient Advanced Network CT NCT 5 is Self-CCT5 is Posted Progression CCT5: Complex Commercial NCT5: Optical Fiber and Position installations/surveys Facilities Maintenance Functional Proficient Advanced Network CT CCT4: Expert-level triple play NCT4 is Posted NCT4: Coaxial and Fiber Position Self- and Commercial installations Progression Network Maintenance and service Must be atProficient orAdvanced to Functional Proficient Advancedmove to CCT4 CT3: Multi-Product residential and basic commercial installation andCertify to CT3 service including Video, CDV, CHSI in 5-monthsto 18-months CT2: Video and CHSI installations and service Certify to CT1: Trainee/New Hire CT2 in 90- days Max Must Stay in Horizontal Level for Two Consecutive Quarters Powering the dream Powering the dream
  • Linking Performance to Customer Expectations● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●Customer Promise Individual KPIs Behavioral GoalWe will always be on timewithin your appointment Rework Ratewindow Make it easier for theWe will resolve routine issues Rework Rate customer to do business within one visit us by providing first interactionWe will treat you and your resolution every single timehome with courtesy and Voice of the CustomerrespectPowering the dreamPowering the dream
  • The Results…● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●• 2011 Consolidated Revenue increased 47%• Operating Cash Flow increased 26%• Operating Income increased 34%• Free Cash Flow increased 30% to $7.0 Billion, with $5.2 Billion from Cable"Last year was a very important year for our company. Cable continued todrive innovation, increase new product introductions and transform thecustomer experience, and we successfully integrated NBCUniversal. Wealso reported strong financial and operating results in both the fourth quarterand for the full year. Specifically, cable had another terrific quarter ofimproving customer metrics, demonstrating that our new XFINITY brandand our intensified focus on service and innovation are making a realdifference…” Source: Brian L. Roberts, Chairman and Chief Executive Officer of Comcast Corporation, 4th Quarter and Year End 2011 ResultsPowering the dreamPowering the dream
  • The Employee Experience Results● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●• Attrition of 10% or less• Comcast employee engagement higher than general industry on most fronts• Comcast field technicians have highest ratings on annual employee satisfaction survey:  Our strategy  Communications  Great Place to WorkPowering the dreamPowering the dream
  • IQPC - Strategic Performance Management & Measurement Summit Tina Waters │March 2012
  • Strategic Performance & Change Management Conference November 13-15, 2012 in New Orleans, LA View the Strategic Performance & Change Management program here: http://tinyurl.com/8wxywgc If you would like to receive the free IQPC brochure Powering the dream Powering the dream directly email taryn.soltysiak@iqpc.com