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High Performance Levers:
Actions that Drive Favorable Results!!
Customer Financial Innovation Employee
Key Contacts &
Help Desk
Employee job
metrics
Customer Care
Training
Cross training
Communication and
education via user
training, helpful
hints, Web site
Recognize
employee, publish
customer feedback
results
Customer tours,
site visits
Productivity &
efficiency =
Savings
Process
improvements
Capacity Mgmt.-
people & system
SLA standard
services metrics
Seek, secure new
customers, add
services & volumes
Job knowledge and
skills
Accountability via
performance
targets
Track,
communicate,
celebrate results
Build & maintain
process, project &
technical skills
Special cross
process teams
Solicit feedback,
listen, & act
Multiple year
strategic planning
Identify
improvements via
benchmark & set
targets
Recognition &
awards
Visibility of
management
Communicate,
Celebrate,
Calibrate
Town hall
sessions, quarterly
updates, team
building
Job guides,
classroom training.
job shadowing,
customer care
Career planning,
progression and
movement
Accountability &
recognition
Encourage formal
education &
certification
“Thank Yous”

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Driving High Performance and Employee Engagement

  • 1. High Performance Levers: Actions that Drive Favorable Results!! Customer Financial Innovation Employee Key Contacts & Help Desk Employee job metrics Customer Care Training Cross training Communication and education via user training, helpful hints, Web site Recognize employee, publish customer feedback results Customer tours, site visits Productivity & efficiency = Savings Process improvements Capacity Mgmt.- people & system SLA standard services metrics Seek, secure new customers, add services & volumes Job knowledge and skills Accountability via performance targets Track, communicate, celebrate results Build & maintain process, project & technical skills Special cross process teams Solicit feedback, listen, & act Multiple year strategic planning Identify improvements via benchmark & set targets Recognition & awards Visibility of management Communicate, Celebrate, Calibrate Town hall sessions, quarterly updates, team building Job guides, classroom training. job shadowing, customer care Career planning, progression and movement Accountability & recognition Encourage formal education & certification “Thank Yous”