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1
The Keys to Performance Management
(T+C+ECF) x DE= Business Success
The number one factor in increasing the level of highly satisfied and engaged
CUSTOMERS in your business is
Financial Performance
Quality P&S &
Customer Relationship
Employee Satisfaction
Empowerment High Standards
Long-term Orientation
Enthusiasm, Commitment,
Respect
Training & Development
Fair Compensation
CR= 104.12% increase in profits
CR= .404
CR=.334
CR=.277
CR=.275 CR=.249
CR=.280 Coaching
CR=.285 CR=.371 CR=.365 CR=.191 CR=.247
2
HERE IS THE LIST OF THE TOP FACTORS THAT DROVE THESE COMPANIES TO BRING IN
FINANCIAL RETURNS THAT WERE OFTEN 20 TIMES LARGER THAN THEIR COMPETITORS... 1 = Strongly Disagree 3 = Disagree Somewhat 5= Not Sure 7= Agree Somewhat 10 = Strongly Agree
We 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!!!!!
3
Key Attributes of a Winning Culture: 1- 10
High 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 _____
4
The Three E’s
E
E
E
S B A
P M A
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 1-10
Communicate 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 _______
6
Clear Leadership Expectations
Here are the key things that I will focus on in our business to determine if we are on track:
Here are my key expectations I have for EVERY employee of this company:
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:
8
Notes on Accountability
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?
10
What are 5 specific and measurable ACTION STEPS you can take RIGHT AWAY that will have a
dramatic positive impact on your organization?
11
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