2. Find this in your
Performance
Management
Handouts
3. What is Your Definition
Of Performance Management?
Performance Management---
a process designed to help individuals
practice Southern Style by
achieving business results,
demonstrating desired behaviors
and accomplishing individual
development plans.
4.
5. Three Components of the
Performance Plan
• Business Results
• Behaviors – except for Southern Style, this is
a derivative of the Business Results: What
are the behaviors that need to be
demonstrated to achieve these results
• Development
Unofficial traditional components:
job descriptive and departmental results
goals
6. Case Study 1
You are “Supervisor” Jones. You are a customer service group. You typically serve
internal customers. Your group has been established to reduce the amount of
contract and outside help that your current customers have been using, draining
the company of necessary resources.
Your business result is to retain $1.2 million in outbound resources. You have
determined that the behaviors that need to be improved are your customer service
skills. At the conclusion of the past year, you scored an average of 3.5 on your
customer service satisfaction surveys. You have determined that by scoring a 3.7
this year, you will retain that $1.2 million. This was based on observing an
increase from 3.2 to the 3.5 the year past that resulted in a $1.8 million retention
in previously outbound resources. This is exactly in line with the projections that
brought the Customer Service Group in house.
You have determined that the focus this year is “Customer Service.” You’ve agreed
as a team on what customer service should look like; specifically, you will greet
them, value them, ask how you can help, listen to them, help them, and invite
them back.
Based on the above information, write:
A Business results goal
A Behaviors goal
7. Critiquing Our Current
Plans
Examine the Performance Plans you have
with you :
Business Results. How many of them
are actually measurable goals?
Are they really Business Results or
are they Behaviors or
Are they really job descriptive or
departmental expectations?
8. Goal: A Definition
The state of affairs that a plan is intended to achieve and
that (when achieved) terminates behavior intended to
achieve it, but allows the continuation of that behavior
to surpass it.
SMART Goals
• Simple (Not compound)
• Measurable
• Agreed upon in writing
• Realistic
• Time activated
9. Select a Goal (Business Result)
from the Table Team
1. Write it as a measureable goal
2. Write a Behavior goal to
support the achievement of the
business result goal
10. Behaviors
What are the necessary behaviors that need to
be demonstrated to accomplish the business
results goals?
Clearly identify them and how they will be
communicated and measured. Observation,
Peer Review, Survey, Comparison, etc.
11. Behaviors
Discuss with your table team those
behaviors that are required to meet the
goals you have received and or rewritten.
What measures can you apply?
Spend time on each table team members’
goals.
17. Feedback Guide
• You…their understanding of expectations
• Me…my understanding of expectations
• It…what is the gap
• Us…what are we going to do about it
Expectations / Actual = Feedback
