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Complimentary webinar slides to the webinar "Managing People and Business Results" presented by Nigel Gorski and Joanne Vose. Covers: Importance of balanced business measures What makes a good business measure. Overcoming variance in performance Giving feedback Embedding KPI's in a performance culture To review the recording please request at [email protected] or join the LinkedIn Webinar Group at http://linkd.in/1acZPdh
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Complimentary Webinar Slides:
Managing People and
Business Results
11 February 2014
Nigel Gorski & Joanne Vose
© The Business Springboard Limited 2014
A little bird told me….
0113 322 7240 [email protected] www. shorebird-rpo.com
SHOREBIRD ATTRACT
SHOREBIRD MANAGE
SHOREBIRD SUPPORT
Help companies with their direct hiring strategy
w: www.thebusinessspringboard.co.uk t: 0113 2089922
Business Savvy, Training Know How
About Your Presenters
Nigel is a fully qualified chartered accountant with considerable people management and training experience. He has not only worked in industry and for one of the ‘big 4’ accountancy firms but now runs his own accountancy practice. Nigel has considerable business mentoring experience and delivers the following modules for The Business Springboard:
The 4D Manager – 2.5 Days
Finance for non financial managers – 1 day
Making more of your budgets – 1 day
Delivering exceptional customer service – 1 day
Business mentoring packages
w: www.thebusinessspringboard.co.uk t: 0113 2089922
Business Savvy, Training Know How
About Your Presenters Joanne holds an MA in Human Resource Management, is a fully qualified Member of the Chartered Institute of Personnel & Development and is a qualified NLP Practitioner. With considerable experience in people management and training interventions, Joanne’s consultancy and training is valued by her clients for her practical and business orientated approach, providing a complete people management solution to support organisational goals.
Joanne delivers a number of modules for The Business Springboard, including The 4D Manager and the Leadership & Management Development Programme, both of which are recognised for progression to further education.
In addition, Joanne co-presents our HR – Law & Practice seminars, giving legal updates and practical advice on people management developments and issues.
w: www.thebusinessspringboard.co.uk t: 0113 2089922
Business Savvy, Training Know How
Disclaimer & Copyright
These materials are designed solely for the use of participants on our courses. These materials shall not be copied or reproduced in any format whatsoever without the prior consent of The Business Springboard Limited.
The content of these materials does not constitute advice tailored to any participant’s specific needs and to the maximum extent permitted by applicable law, The Business Springboard or any of its employees or associates shall not be held liable for any direct, indirect or consequential loss or damage arising as a result of use of these materials.
w: www.thebusinessspringboard.co.uk t: 0113 2089922
Business Savvy, Training Know How
Welcome
Introduction
Importance of balanced business measures
What makes a good business measure
Overcoming variance in performance & giving
feedback
Embedding KPIs in a performance culture
Questions & Answers
w: www.thebusinessspringboard.co.uk t: 0113 2089922
Business Savvy, Training Know How
Introduction
Organisations are under increasing pressure to deliver
more shareholder value at a reduced unit cost
It has never been more important for objectives to be
aligned between teams to deliver stretching targets
Focus often sits with financial targets and other targets
can be neglected – this can drive customers away
Managers can sometimes shy away from difficult
conversations that data presents
A balanced approach can take away the perception of
the ‘big stick’ and get everyone accountable
w: www.thebusinessspringboard.co.uk t: 0113 2089922
Business Savvy, Training Know How
The Importance of Balanced
Business Measures (KPIs)
People •Attendance
•Staff Satisfaction •Performance linked reward
Process •Efficiency •Accuracy
•Staff Utilisation •Customer satisfaction
•Complaint data
Financial •Unit Cost
•Overheads •Process Improvement
Organisation’s Goals
w: www.thebusinessspringboard.co.uk t: 0113 2089922
Business Savvy, Training Know How
What makes a good KPI
Everyone talks about ‘SMART’ targets – is the phrase
overdone?
These are often harder to determine than people think
and this can lead to mixed performance on the floor
When generic phrases / targets creep in then that
leads to performance confusion
To be true to ‘SMART’ targets the business needs to
be broken down top down and everyone needs to
understand their contribution!
Managers can’t shy away from giving positive and
negative feedback!
w: www.thebusinessspringboard.co.uk t: 0113 2089922
Business Savvy, Training Know How
Overcoming Variance in
Performance
Looking for consistency
Review timings of measures, feedback and reward
Any issues dealt with in a timely manner
Management feedback is essential
External factors?
w: www.thebusinessspringboard.co.uk t: 0113 2089922
Business Savvy, Training Know How
Consequences of not setting
SMART(ER) Targets
What would happen if everyone worked at their own
pace and there were no targets?
This would increase the risk of backlog
Backlogs can bring additional work – e.g. people
chasing orders and requests via Email or the call
centre
Costs can rapidly spiral out of control if the backlog is
not addressed – extra call centre staff, extra staff or
hours to manage the backlog
Even worse, reputational damage could cause the
organisation to lose customers
But… there is a human side to all of this….
w: www.thebusinessspringboard.co.uk t: 0113 2089922
Business Savvy, Training Know How
Embedding KPIs in a Performance
Culture
Does the organisation reflect its desired culture in its
rewards, recognition, appraisal, motivation and
management of people?
Management is key
The emphasis is on ‘performance’ and not
‘underachieving’
Consistency
Visible KPI results
w: www.thebusinessspringboard.co.uk t: 0113 2089922
Business Savvy, Training Know How
A Practical Example
Goal: To provide a consistent first class
service
People KPIs: •Retention rates
below industry norms •Sickness Absence
rates below 5%
Process KPIs: •Minimum of 95% of
orders shipped on time •Customer returns no
more than 5% •Customer complaints
no more than 0.1%
Financial KPIs: •Divisional profit of £5m
•Unit cost of no more than £1
Key Factors: Training
Management Equipment
Reward
w: www.thebusinessspringboard.co.uk t: 0113 2089922
Business Savvy, Training Know How
HR Law & Practice
Need to keep up to date with employment law?
Want expert advice on how to put the latest
employment law into practice?
HR: law & practice is a year round resource for
HR professionals. Our programme of regular
employment seminars and interim updates
bring you an essential combination of legal
expertise and practical advice.
Join our breakfast seminars in Leeds or
Newcastle – ask for details!
w: www.thebusinessspringboard.co.uk t: 0113 2089922
Business Savvy, Training Know How
Questions & Answers
w: www.thebusinessspringboard.co.uk t: 0113 2089922
Business Savvy, Training Know How
Inspiring training & development for
real business results • bespoke in-house training
• off-the-shelf workshops
• seminars and webinars
• business mentoring
•The 4D Manager
•marketing & PR
• finance
• people
• customer service
• leadership & management
www.thebusinessspringboard.co.uk
• View more FREE webinars at
www.shorebird-rpo.com/free-webinars
• Join our LinkedIn Group to access slides
and recordings http://linkd.in/1acZPdh
• Connect on social media
Thank you
0113 322 7240 [email protected] www. shorebird-rpo.com