bridge knowle workshop - developing effective kpis (companion workbook)
DESCRIPTION
Learn How to Setup, Implement & Monitor Effective Benchmarks for Departmental and Corporate Growth Using Result-Driven KPI Initiatives KPI Measurements for Employee & Performance Know how to effectively use KPI to manage people and their performance. This will mean you can effectively set goals, measure their performances, provide feedback as well as giving all a clear picture of what is important. KPI Measurements for Departments & Company Learn how you can use KPI to improve various functions in your organization including for departments, business units including new or existing business venturesTRANSCRIPT
http://totallyunrelatedrandomanddebatable
.blogspot.com/
Developing Effective
Key Performance IndicatorsMain Slides Compilation
Kenny Ong
-WORKBOOK-
http://totallyunrelatedrandomanddebatable.blogspot.com
Page 2 of 76
Role of facilitator
Role of
participants
Conduct of subgroup
sessions
1. Ensure participation and
discussion
2. Stimulate and focus idea
exchange
3. Provide structure and set
pace
4. Define objectives and
clarify expectation
5. Not to provide answer to
questions
6. Not to provide vision or
goals
1. Set personal objectives
2. Provide organisational
perspective
3. Actively participate in
discussion
4. Constructively
challenge ideas
5. Encourage others’
participation
6. Accept disagreement
1. Select chairperson /
spokesperson
2. Select issues. Budget time
3. Record undecided issues and
go on
4. Encourage views but be
concise (keep to time)
5. Prepare presentation materials
for group discussion
Page 3 of 76
Management principles
Page 4 of 76
Sources of problems in performance appraisal and their
consequences
Page 5 of 76
Performance Management
Page 6 of 76
Review performance & results
- provide feedback
Provide coaching & counselling
Discuss and agree on objectives & key measures
Prioritise the accountabilities agreed upon and discuss on competencies
required for the job.
Discuss & agree on standards for performance
Discuss and agree on role accountabilities
Grievance level
Absenteeism
Discipline issue
Poor workethics
Unclear
ResultsDriven
Low Level of trust & commitment (between team leader and team member)
Procedure
driven
High
Deg
ree
an
d c
lari
ty o
f jo
b r
esu
lts
High level of employee empowerment
High employee performance
High employee satisfaction
High employee involvement
Challenging working environment
Optimum HRM cost structure
High
Vis
ion
led
Step 5
Step 4
Step 3
Step 2
Step 1
Performance Contracting Model
Page 7 of 76
What is Performance Management ?
Page 8 of 76
What is performance management ?
Performance management is a communication process.
That helps managers provide a motivating climate that assists their employees develop and
achieve performance expectations.
Its focus is on management process and behaviours rather than record keeping or formal
procedures.
The challenge to Performance Management
Emerging solutions
Focus on management processes that build a motivating climate
Reduce reliance on forms and procedures
Emphasise management skills and continuous process
Promote self management to achieve excellence
Use flexible, frequent planning and regular feedback
Recognise and provide rewards that count
Page 9 of 76
Performance management approach and methodology
Key factors
Climate
Internal culture that nurtures individual performance
Competencies
Behaviours and characteristics for superior performance
Managerial styles
Manager-employee interaction that fosters efficient and effective performance
Reward and recognition
Recognising employee's developmental needs and career progression
Performance management process
3-phase process :-
1. Planning performance
Identifying expected performance in critical areas (key results)
Identifying expected competencies required to achieve key results
2. Coaching performance (reinforcement / feedback)
Tracking and observing performance
Providing feedback
Coaching for improvement
Reinforcing performance that is not on target
3. Reviewing performance
Assessing actual performance against expectations to
- Identify strengths to build on
- Barriers to overcome
- Assess gaps between actual and expected performance
Page 10 of 76
Performance management key focus
Translate company objectives into individual key results / goals for employees
Focus employee behaviour on key actions that will affect organisational results
Managers and employees agree on goals and behaviours
Provide continuous communication and coaching focused on achievement of goals
Guide employees towards behaviours that drive effective performance
Discuss opportunities for development and advancement
Provide a 'climate' that supports superior performance
Page 11 of 76
The difference between
Performance Management
Performance Appraisal
Performance linked to business
objective
Performance is planned, motivated and
coached
Process is emphasised
Results and competencies are critical
Process conducted by line management
Evaluation factors subjectively
identified
Performance is judged after the fact
Form is emphasised
Results or traits are emphasised
Procedure housed in the Personnel
Department
Page 12 of 76
Performance Management Model
Page 13 of 76
Performance Planning
Page 14 of 76
Job title : District Engineer
Duties and responsibilities of the traditional
job description
If stated as key results then the job must
produce
Control, operate and maintain the District
Distribution system
Ensure uninterrupted supply to consumers in the
district by operating the District Distribution
System
Plan and design the High Voltage System
Ensure availability of adequate supply for future
needs of industries in the district by planning and
designing the High Voltage system
Manage major supply projects to customer in the
district
Ensure satisfaction of the major customers in the
district by managing supply and distribution
Supervise all technical staff in the district
Ensure high performance and productivity of
technical staff by adopting proper human
resource management methods on selection,
training, coaching, counseling and motivation
Page 15 of 76
Principal accountabilities
Job title : General Manager, Manufacturing
Key Results
Major Supporting Actions Performance
Indicators
1. Achieve
targeted
production
volume
By monitoring production performance and taking
corrective actions
By analysing production downtime and introducing
improvements
By thorough preparation for introduction and
implementation of new models and variants
1. Timely production
targets
2. Productivity ratios
3. Downtime
4. Implementation
schedule
2. Achieve
product
quality
targets
By reviewing quality performance results and
identifying non conformance and undertaking
corrective actions
By analysing customer feedback and taking
corrective actions
By undertaking on-line and off-line continuous
quality improvement programs and activities
By undertaking education and re-education
programs
1. Quality index
2. Defect occurrence
3. Non-conformance
to established
standards
4. Demerit points
3. Ensure safe
and healthy
operating
environment
By incorporating safety and health features into
infrastructure design and development
By creating awareness of safety and health among
employees through programs and campaigns
By constant monitoring of safety and health
standards through working committees
By developing and implementing occupational
health programs
1. Accident rate
2. Health standards
3. Operation audit
findings
Page 16 of 76
Job title : General Manager, Manufacturing
Key Results
Major Supporting Actions Performance
Indicators
4. Ensure
competent,
motivated
and
productive
manufacturin
g workforce
By developing and implementing on-the-job
training
By developing and promoting effective
communication with employees and union
By ensuring continuous development and upgrading
of skills
By providing appropriate recognition and rewards
for high performance
By promoting teamwork through QCC and 5s
activities
1. Productivity ratios
2. Turnover rate
3. Employee morale
4. Team activities
5. Strikes /
disciplinary
actions
5. Enhance
operating
efficiency
and
productivity
By ensuring effective and efficient maintenance of
plant, machinery and resources
By reducing wastage and eliminating pilferage
By reducing and managing indirect overtime
By managing utilisation of consumables and
indirecting materials
1. Operating
efficiency
standards
2. Cost per unit
3. Wastages and
losses
6. Timely
execution of
projects
By undertaking effective planning and provision
of resources
By monitoring implementation and progress of
projects
By managing project costs
By developing effective project teams
1. Timely completion
of projects within
cost allocation
Page 17 of 76
Personal Accountability Description (Job Description) Job Title :
Key Results
Major Supporting Actions Key
Performance Indicators
1.
2.
3.
Page 18 of 76
Personal Accountability Description (Job Description) Job Title :
Key Results
Major Supporting Actions Key
Performance Indicators
4.
5.
6.
Page 19 of 76
Sources of critical goals 2 key sources :-
1. The operating plan
Company operating plans Departmental plans Individual
goals
2. Customer expectations
All jobs produce results (either a product or a service) for a 'customer'. Therefore, customer
expectations are important.
Customers may be 'internal' or 'external' and includes clients, vendors, suppliers,
management, other departments, etc.
Why is performance planning ?
In performance planning, the manager and the employee jointly plan performance objectives
for the coming year
It addresses both what the employee is to achieve and how it is to be achieved
i.e. the results and the competencies or (behavioural skills) to be demonstrated in
accomplishing those results
Results and competencies are qualitatively different
But
equally important aspects of performance
Page 20 of 76
Results and competencies
Planning
Review
(Expected)
(Actual)
a. What should be done ?
b. How should it be done ?
Key results (Critical goals)
Jobs typically have 4 - 6 critical goals, which have the greatest impact on the organisation.
Some examples include :-
Quality
Customer service
Revenue
Productivity
Page 21 of 76
Why are critical goals important ?
Critical goals are important because they identify clearly what the employee must do to accomplish
the organisation's business objectives this year.
Critical goals also provide managers and employees with the criteria needed to discuss
performance results objectively
Clear critical goals prevent surprises during the coaching and performance review phases of the
process. They :-
Provide in advance an objective, mutually understood and accepted basis for
reviewing and discussing performance results
Reduce misunderstanding between managers and employees about results they expect
Specify each employee's role in accomplishing what is important to department goals
and business strategy
Provide clear performance targets that help employees monitor their progress
Critical for critical goals
Specific (definite objective and purpose to be achieved)
Measurable (by definite observation and a certain time one should be able to tell whether
or not it is attained)
Achievable (conduct 4 training programmes)
Realistic (Must be within reach of the employees, e.g. to meet stated deadlines, neither
too high nor too low)
Time phase (per quarter, per year. By end of fiscal year, by 15th
of November)
Page 22 of 76
Measurable critical goal statements
Clearly written critical goals statements avoid vague phrases like "as soon as possible". "kept to a
minimum", "most of the time", etc. Some examples of specific measurable outcomes are :-
Conduct 4 training programmes
Schedule 6 on-site visits
At 95% accuracy
To meet written specifications
Within +/- 10% of budget
Within 3 days receipt
To meet stated deadlines
Four types of measures can be considered when writing a critical goal statement :-
Quality
How well the result is produced / performed
Quantity
How much / many of the results are produced or performed
Cost
At what expense the result is produced / performed
Timeliness
When is the result to be produced / performed
The choice of which measure to use is based on what is most relevant to the result. Frequently, more
than one measure is used, but rarely all four.
Page 23 of 76
Examples of critical goal statements
Some examples of critical goal statements include :-
Roll out new promotion and have 75% participation within 90 days
Co-ordinate the location of (business X) to (location Y) in accordance with agreed upon
standards and action plans
Maintain zero accident rate at the plant for the quarter ending 3 / 31
Develop a systematic method for calculating proposed salary adjustments by June 1
Reduce grievances 5% by year end
Find a new application for (product X) by 12 / 31
Page 24 of 76
Performance planning worksheet
Page 25 of 76
Performance planning worksheet
Page 26 of 76
Performance management process
Phase I : Performance Planning
Page 27 of 76
Business Model and Strategy: Setting the Framework for future strategic planning
Market Discipline
Operational Excellence
(low cost producer)
Product Leadership
(best product)
Customer Intimacy
(best total solution)
Market Discipline Analysis Refer to the three major Customer groups below and how they
usually think about the product/service they ‘buy’:
Customers' Perceptions Of Value
"They are the most innovative"
"Constantly renewing and creative"
"Always on the leading edge"
"A great deal!"
Excellent/attractive price
Minimal acquisition cost and hassle
Lowest overall cost of ownership
"A no-hassles firm"
Convenience and speed
Reliable product and service
"Exactly what I need"
Customized products
Personalized communications
"They're very responsive"
Preferential service and flexibility
Recommends what I need
"I'm very loyal to them"
Helps us to be a success
Product Leadership
OperationalExcellence
CustomerIntimacy
1. Rate, on a scale of 1 (lowest) to 10 (highest), the selection priorities of your main customers and potential customers?
Operational Excellence
Product Leadership
Customer Intimacy
Scale (1 to 10)
Page 28 of 76
Business Model and Strategy: Setting the Framework for future strategic planning
Market Discipline
2. Rate, on a scale of 1 (lowest) to 10 (highest), what scores would best describe your company and its BUs?
Operational
Excellence
Product
Leadership
Customer
Intimacy
Scale (1 to 10)
Operational Excellence
(low cost producer)
Product Leadership
(best product)
Customer Intimacy
(best total solution)
Operational
Excellence
• Competitive price
• Error free, reliable
• Fast (on demand)
• Simple
• Responsive
• Consistent
information for all
• Transactional
• 'Once and Done'
Operational
Excellence
• Competitive price
• Error free, reliable
• Fast (on demand)
• Simple
• Responsive
• Consistent
information for all
• Transactional
• 'Once and Done'
Customer Intimacy
• Management by
Fact
• Easy to do
business with
• Have it your way
(customization)
• Market segments
of one
• Proactive, flexible
• Relationship and
consultative
selling
• Cross selling
Customer Intimacy
• Management by
Fact
• Easy to do
business with
• Have it your way
(customization)
• Market segments
of one
• Proactive, flexible
• Relationship and
consultative
selling
• Cross selling
Product Leadership
• New, state of the
art products or
services
• Risk takers
• Meet volatile
customer needs
• Fast concept-to-
counter
• Never satisfied -
obsolete own and
competitors'
products
• Learning
organization
Product Leadership
• New, state of the
art products or
services
• Risk takers
• Meet volatile
customer needs
• Fast concept-to-
counter
• Never satisfied -
obsolete own and
competitors'
products
• Learning
organization
Page 29 of 76
Business Model and Strategy: Setting the Framework for future strategic planning
Market Discipline
Operational
Excellence
1
10
Product
Leadership
1
10
Customer
Intimacy
1
10
3. Combined Ratings
a. Mark down the ratings for customer preference () and ratings for your company () on the charts.
b. Determine where the biggest gaps are c. Decide which market discipline you want to focus on for the next five
years d. Discuss what you need to do to focus and improve on your ratings
Operational Excellence
(low cost producer)
Product Leadership
(best product)
Customer Intimacy
(best total solution)
Page 30 of 76
Business Model and Strategy: Setting the Framework for future strategic planning
Market Discipline
4. Where and how should we focus our internal strategy? How does that impact our R&D and Product/Service delivery?
Operational Excellence
•Central authority, low level of empowerment
•High skills at the core of the organization
•Disciplined Teamwork
•Process, product- driven
•Conformance, 'one size fits all' mindset
• Integrated, low cost transaction systems
•The system is the process
•Command and control
•Quality management
Operational Excellence
•Central authority, low level of empowerment
•High skills at the core of the organization
•Disciplined Teamwork
•Process, product- driven
•Conformance, 'one size fits all' mindset
• Integrated, low cost transaction systems
•The system is the process
•Command and control
•Quality management
Organization, jobs, skills
Management systems
Information and systems
Culture, values,norms
Product Leadership
•Ad hoc, organic and cellular•High skills abound in loose-knit structures
•Concept, future-driven•Experimentation and 'out of the box' mindset
•Person-to-person communications systems•Technologies enabling cooperation
•Rewarding individuals' innovative capacity•Risk and exposure management•Product Life Cycle profitability
Product Leadership
•Ad hoc, organic and cellular•High skills abound in loose-knit structures
•Concept, future-driven•Experimentation and 'out of the box' mindset
•Person-to-person communications systems•Technologies enabling cooperation
•Rewarding individuals' innovative capacity•Risk and exposure management•Product Life Cycle profitability
Customer Intimacy
•Empowerment close to point of customer contact
•High skills in the field and front-line
•Customer-driven
•Variation and 'have it your way' mindset
•Strong customer databases, linking internal and
external information
•Strong analytical tools
•Customer equity measures like life time value
•Satisfaction and share management
•Focus on ‘Share of Wallet’
Customer Intimacy
•Empowerment close to point of customer contact
•High skills in the field and front-line
•Customer-driven
•Variation and 'have it your way' mindset
•Strong customer databases, linking internal and
external information
•Strong analytical tools
•Customer equity measures like life time value
•Satisfaction and share management
•Focus on ‘Share of Wallet’
Operational Excellence
•Central authority, low level of empowerment
•High skills at the core of the organization
•Disciplined Teamwork
•Process, product- driven
•Conformance, 'one size fits all' mindset
• Integrated, low cost transaction systems
•The system is the process
•Command and control
•Quality management
Operational Excellence
•Central authority, low level of empowerment
•High skills at the core of the organization
•Disciplined Teamwork
•Process, product- driven
•Conformance, 'one size fits all' mindset
• Integrated, low cost transaction systems
•The system is the process
•Command and control
•Quality management
Organization, jobs, skills
Management systems
Information and systems
Culture, values,norms
Operational Excellence
•Central authority, low level of empowerment
•High skills at the core of the organization
•Disciplined Teamwork
•Process, product- driven
•Conformance, 'one size fits all' mindset
• Integrated, low cost transaction systems
•The system is the process
•Command and control
•Quality management
Operational Excellence
•Central authority, low level of empowerment
•High skills at the core of the organization
•Disciplined Teamwork
•Process, product- driven
•Conformance, 'one size fits all' mindset
• Integrated, low cost transaction systems
•The system is the process
•Command and control
•Quality management
Organization, jobs, skills
Management systems
Information and systems
Culture, values,norms
Operational Excellence
•Central authority, low level of empowerment
•High skills at the core of the organization
•Disciplined Teamwork
•Process, product- driven
•Conformance, 'one size fits all' mindset
• Integrated, low cost transaction systems
•The system is the process
•Command and control
•Quality management
Operational Excellence
•Central authority, low level of empowerment
•High skills at the core of the organization
•Disciplined Teamwork
•Process, product- driven
•Conformance, 'one size fits all' mindset
• Integrated, low cost transaction systems
•The system is the process
•Command and control
•Quality management
Organization, jobs, skills
Management systems
Information and systems
Culture, values,norms
Page 31 of 76
Business Model and Strategy: Setting the Framework for future strategic planning
Market Discipline
• Operational Excellence
• Move know-how from top performing units to others
• Benchmark against best in class
• Ensure operations training for all employees
• Use disciplines like TQM for continuous learning to reduce costs and improve quality
• Customer Intimacy
• Capture knowledge about customers
• Understand customer needs
• Empower front line employees
• Ensure that everyone knows the
customer
• Make company knowledge available to
customers
• Product Leadership
• Reduce time to market
• Commercialize new products fast
• Ensure that ideas flow
• Reuse what other parts of the company
have already learned
• Ensure there are multiple sources of
funding
5. Based on all the Market Discipline analysis above, discuss some possible strategies for your company and its Business Units.
(Transfer your answers to a ‘Strategic Options’ list)
Page 32 of 76
Defining Financial Goals "If we succeed, how will we look to our shareholders?”
Listed below are three common Financial Goals of any organization.
A. Revenue Growth
This refers to expanding product and service, reaching new customers and markets, changing product and service mix, and repricing products and services.
B. Profitability Growth
This refers to efforts to lower the direct costs of product and services, reduce indirect costs, and share common resources with other business units.
C. Asset Utilization
This refers to asset utilization theme, reduce working capital levels, and better utilization of fixed asset base to increase return on physical assets
D. Stakeholder Expectations
This refers to managing Stakeholder Expectations across different types of organizations be it Public Listed, Private, Non-Profit or Government. Examples include Share Price, ROE, Dividends etc.
1. Define, as many as possible, Factors that impact each financial goal in YOUR organization.
Factors that Impact…
A. Revenue Growth
B. Profitability Growth
Page 33 of 76
C. Asset Utilization
D. Stakeholder Expectations
Page 34 of 76
Matching Financial Measures to Goals The following list consists of common Financial Measures used by different organizations: 1. Match each of the Financial Measures above to the proper Financial Goal:
Goal Financial Measures
A. Revenue Growth
E.g. Revenue from New Products
B. Profitability Growth
E.g. Gross Profit
C. Asset Utilization
E.g. Cash-to-cash cycle
D. Stakeholder Expectations
E.g. Share Price
Commonly used Financial Measures Total Assets Total Assets per employee Profits as a % of total assets Return on net assets Return on total assets Revenues/total assets Gross Margin Net Income Profit as a % of sales Profit per employee Revenue Revenue from new products Revenue per employee Return on Equity (ROE) Return on Capital Employed (ROCE) Return on Investment (ROI) % Revenue from different channel (e.g. DC
vs SP) % expenses due to quality defect, TNA,
rework etc % operating expenditure to revenue Reduction in working capital Profit per customer % revenue to gain market share vs. %
revenue to replace lost customers % of sales from new applications
Compound Growth Rate Dividends Market Value Share Price Shareholder Mix Shareholder loyalty Cash flow Total costs Credit rating Debt Debt to equity Times interest earned Days sales in receivables Days in payables Days in inventory Inventory turnover ratio Cash-to-cash cycle % resources shared with other business unit ROI time cycle % Revenue growth of various markets Sales growth in targeted markets/ customer/
region Operating Cash Flow % of customer income (Share of Wallet) Net cost per acquired customer
Page 35 of 76
Defining Customer Goals "To achieve my vision, how must I look to my customers?”
Listed below are five Core Customer Goals of any organization. These are called Customer Outcome Goals.
A. Market Share Reflects the proportion of business in a given market (in terms of number of customers, dollars spent, or unit volume sold) that a company sells
B. Customer Acquisition
Measures the rate at which company attracts or wins new customers or businesses
C. Customer Retention
Tracks the rate at which a company retains or maintains ongoing relationships with its customers
D. Customer Satisfaction
Assesses the satisfaction level of customers along specific performance criteria with the value discipline
E. Customer Profitability
Measures the net profit of a customer, or a segment, after allowing for the unique expenses required to support that customer
2. Define, as many as possible, Factors that impact each Customer Outcome Goal in YOUR
organization.
Factors that Impact…
A. Market Share
B. Customer Acquisition
Page 36 of 76
BSC CP Exercise 1 Defining Customer Goals - continued
Factors that Impact…
C. Customer Retention
D. Customer Satisfaction
E. Customer Profitability
Page 37 of 76
Matching Customer Outcome Measures to Customer Outcome Goals The following list consists of common Customer Outcome Measures used by different organizations: 2. Match each of the Customer Outcome Measures above to the proper Customer Outcome Goal:
Goal Customer Outcome Measures
A. Market Share
B. Customer Acquisition
C. Customer Retention
D. Customer Satisfaction
E. Customer Profitability
Commonly used Customer Outcome Measures Customer satisfaction Customer loyalty Market share Customer complaints Complaints resolved on first contact Return rates Response time per customer request Price relative to competition Total cost to customer Average duration of customer relationship Customers lost Customer retention Customer acquisition rates Percentage of revenue form new customers Number of customers Annual sales per turnover
Win rate (sales closed/sales contact) Customer visits to the company Hours spent with customers Marketing cost as a percentage of sales Number of ads placed Number of proposals made Brand recognition Response rate Number of trade shows attended Sales volume Share of target customer spending Sales per channel Average customer size Customers per employee Customer service expense per customer Customer profitability Frequency (number of sales transactions)
Page 38 of 76
BSC IP Exercise 1a – Operational Excellence What do we need to improve? The table below shows the linkage between the Focus areas of the Value Discipline (column A and B) with core company processes (column C to E).
A. B. C. D. E.
Value Discipline Focus Areas
Innovation Process
Identify Market
Create Product / Service
Operations Process
Build Product / Service
Deliver Product / Service
Post-sale Service Process
Service the Customer
Culture Disciplined Work Culture
Process focused
Conformance, “one size fits all” mindset
Mgmt System Command and Control
Compensation fixed to cost and quality
Transaction Profitability Tracking
Info Tech Integrated low-cost transaction systems
Mobile and remote technologies
Organization Centralized functions
High skills at the core of the company
Core Processes
Product Delivery and basic service cycle
Built on standard, no-frills fixed assets
Page 39 of 76
BSC IP Exercise 1b – Product Leadership What do we need to improve? The table below shows the linkage between the Focus areas of the Value Discipline (column A and B) with core company processes (column C to E).
A. B. C. D. E.
Value Discipline Focus Areas
Innovation Process
Identify Market
Create Product / Service
Operations Process
Build Product / Service
Deliver Product / Service
Post-sale Service Process
Service the Customer
Culture Concept, future-driven
Experimentation and 'out of the box' mindset
Mgmt System Rewarding individuals' innovative capacity
Risk and exposure management
Product Life Cycle profitability
Info Tech Person-to-person communications systems
Technologies enabling cooperation
Organization Ad hoc, organic and cellular
High skills abound in loose-knit structures
Core Processes
Invention, commercialization
Market exploitation
Disjoint work procedures
Page 40 of 76
BSC IP Exercise 1c – Customer Intimacy What do we need to improve? The table below shows the linkage between the Focus areas of the Value Discipline (column A and B) with core company processes (column C to E).
A. B. C. D. E.
Value Discipline Focus Areas
Innovation Process
Identify Market
Create Product / Service
Operations Process
Build Product / Service
Deliver Product / Service
Post-sale Service Process
Service the Customer
Culture Customer Driven
Variation: “Have it your way” mindset
Mgmt System Share of Wallet Driven
Rewards linked to Customer Feedback
Lifetime Value of Customer Analysis
Info Tech Customer Databases
Knowledge Mgmt
Organization Entrepreneurial customer teams
High skills in the field
Core Processes
Client acquisition and development
Solution Development
Flexible and Responsive work procedures
Page 41 of 76
BSC IP Exercise 2a – Operational Excellence Determining Internal Process Outcome Measures The following diagram shows what are the Core IP Outcome Goals for the Operational Excellence value discipline: Operational Excellence
Core IP Outcome Goals
1. Refer to Handout A: Commonly Used Internal Process Measures 2. Determine Ten Core IP Outcome Measures. The measures can come from a mix of the four
outcome goals listed above. 3. Bonus: Please add measures relevant to your company if not listed in Handout A.
Core IP Outcome Goals
Core IP Outcome Measures
1. Product Delivery 2. Asset Utilization 3. Service Cycle
Efficiency 4. Product
Ownership Cost
1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
Product Delivery
Asset Utilization
Service Cycle Efficiency
Product Ownership Cost
Page 42 of 76
BSC IP Exercise 2b – Product Leadership Determining Internal Process Outcome Measures The following diagram shows what are the Core IP Outcome Goals for the Product Leadership value discipline: Product Leadership
Core IP Outcome Goals
1. Refer to Handout A: Commonly Used Internal Process Measures 2. Determine Ten Core IP Outcome Measures. The measures can come from a mix of the four
outcome goals listed above. 3. Bonus: Please add measures relevant to your company if not listed in Handout A.
Core IP Outcome Goals
Core IP Outcome Measures
1. Innovation & Design
2. Understanding of Customer
3. Improve Product/Service
4. Quality
1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
Innovation & Design
Understanding of Customer
Improve Product/Service
Quality
Page 43 of 76
BSC IP Exercise 2c – Customer Intimacy Determining Internal Process Outcome Measures The following diagram shows what are the Core IP Outcome Goals for the Customer Intimacy value discipline: Customer Intimacy
Core IP Outcome Goals
1. Refer to Handout A: Commonly Used Internal Process Measures 2. Determine Ten Core IP Outcome Measures. The measures can come from a mix of the four
outcome goals listed above. 3. Bonus: Please add measures relevant to your company if not listed in Handout A.
Core IP Outcome Goals
Core IP Outcome Measures
1. Customer Acquisition
2. Customer Development
3. Solution Development
4. Flexibility & Responsiveness
1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
Customer Acquisition
Customer Development
Solution Development
Flexibility & Responsiveness
Page 44 of 76
Example L&G Staff Measures:
% of staff evaluated on Core Competency Framework
% of staff with Career Development Plans
# of training hours completed
% of staff with access to strategic information
Employee Satisfaction Survey Index
% staff evaluated on Culture alignment
Strategic Skills Coverage
Targeted Training Accomplished
Best Practices Implemented
%Work Support Implemented
Employee Climate Survey
Employee Goal Alignment
Matching Learning & Growth Measures to Goals The following list consists of common Learning & Growth used by different organizations: 3. Match each of the Measures to the proper Learning & Growth Goal:
Goal Learning & Growth Measures
A. Competencies
B. Motivation, empowerment, alignment
C. Information Systems
Sample Information Systems Measurements 1. Keypunch errors per day 2. Input correction on data
entry 3. Reruns caused by
operator error 4. Percent of reports
delivered on schedule 5. Errors per thousand lines
of code 6. Number of changes after
the program is coded 7. Percent of time required to
debug programs 8. Number of cost estimates
revised 9. Percent error in forecast 10. Percent error in lines of
code required 11. Number of coding errors
found during formal testing 12. Number of test case errors 13. Number of test case runs
before success 14. Number of revisions to
plan 15. Number of documentation
errors 16. Number of revisions to
program objectives
17. Number of errors found after formal test
18. Number of error-free programs delivered to customer
19. Number of process step errors before a correct package is ready
20. Number of revisions to checkpoint plan
21. Number of changes to customer requirements
22. Percent of programs not flow-diagrammed
23. Percent of customer problems not corrected per schedule
24. Percent of problems uncovered before design release
25. Percent change in customer satisfaction survey
26. Percent of defect-free artwork
27. System availability 28. Terminal response time 29. Mean time between
system repairs 30. Time before help calls are
answered 31. Rework costs resulting
from computer program
Page 45 of 76
KPI Documentation and Dashboard
Page 46 of 76
Sample: KPI Data Collection Template Questions KPI Basics:
1 KPI ID
2 KPI Name
3 KPI Owner
How will the data be collected:
4 Data Collection Method
5 Source of Data
6 Formula/ Scale/ Assessment Method
7 How often, when and for how long do we collect the data
8 Who collects the data
Target
9 What is the Target or Performance Threshold(s)?
Good Measure Tests
10 How well is the indicator measuring performance?
11 What are the costs of collecting data? Justified?
12 What dysfunctional behaviour could this KPI trigger?
Reporting:
13 Who is the primary and secondary audience of this KPI?
14 Reporting Frequency (when and how long will this KPI be reported?)
15 Reporting Channel (which channel will be used to report this KPI?)
16 Reporting Formats (in which formats will this KPI be reported?)
Page 47 of 76
Sample KPI Dashboard
Page 48 of 76
Sample KPI Dashboard
Page 49 of 76
Sample KPI Dashboard
Page 50 of 76
Sample KPI Dashboard
Page 51 of 76
Sample KPI Dashboard
Page 52 of 76
Page 53 of 76
Sample KPI Dashboard
Page 54 of 76
Performance Coaching
Page 55 of 76
What is Coaching?
Coaching : Is the ongoing process in which the Supervisor and the staff informally
- evaluate past performance (discuss progress against critical goals)
- reinforce effective behaviours and
- guide future performance
The Supervisor alerts the staff about
gaps between performance and expectations
It is a continuous and informal activity, woven seamlessly into the ordinary communications
between the supervisor and the staff.
Page 56 of 76
What is coaching ?
Coaching, as used in this workshop, is defined as managing subordinates :-
To conduct an accurate assessment of their performance strengths and weaknesses
To identify their long-term developmental aspirations
And to develop an action plan in those areas that will achieve those aspirations
Coaching can involve helping others develop competencies in which the coach may or may not
have.
Coaching requires skill in identifying the underlying characteristics that others need to develop over
the long term, as well as the ability to build on that person's unique capabilities.
It is possible to coach marginal performers, as well as good or outstanding performers.
Page 57 of 76
Coaching is :
Helping
Guiding
Getting people to own their targets
which they set
Helping people to explore options
Setting a climate in which improved
performance becomes not only
possible but desirable
Coaching is not :
Telling someone how to do something
Giving instruction
Laying down specific guidelines about
how to accomplish a particular task
Setting boundaries
Setting targets for other people
Page 58 of 76
The importance of coaching to your organisation
We view the development of people as an area of corporate strength which can drive our strategic
ambition
Our managers need to be as concerned about individual and team development as they are about
their own task objectives - business growth will be driven by the many not the few
New recruits, especially young ones, need guidance in order to maximise the benefits of learning
opportunities
Learning efficiency is maximised if we can more rapidly pass on the benefits of experience
When do you use coaching ?
Individual development
Career development
Succession planning
Monitoring performance
Day-to-day problem solving
Performance management programme
- Objective setting
- Interview review
- Evaluation
- Day-to-day feedback
Page 59 of 76
What's in it for the manager ?
More skilled and confident
people
Less waste and rework
More clarity about
individual and team
objectives, roles and
expectations
Errors become learning
opportunities
I also learn
Self confidence and self
awareness for me
Personal satisfaction
Improved output and
performance
What's in it for the team ?
We work together more
effectively
We understand each other
Improved team
performance
Confidence in each other
Team satisfaction
Consolidating learning
We coach each other
What's in it for the company ?
More skilled and motivated
workforce
More self learning
More effective and less
expensive form of
development
Improved efficiency and
effectiveness
Improved motivation of the
coach
Improved communication
Improved performance
Page 60 of 76
Competencies Of An Effective Coach
Competency Behaviours
Sensitivity to others Understand both strengths and limitations of the staff
Understand the reasons of the staff behaviour
Know what motivates the staff as well as what turns them off
Take the time to listen to staff’s problems
Give staff assignments and training to develop them
Developing Others Give encouragement and to staff to improve their motivation
Give staff timely, specific and detailed feedback
Management of
Subordinates Ensure that all staff contribute to departmental objectives
Give recognition to staff who have contributed to the department’s
success
Set an example and encourage staff to develop an atmosphere of
teamwork and cooperation
Self-Confidence Approach staff with a positive, can-do-attitude
Is receptive to staffs’ ideas
Provide feedback to staff confidently without arrogance or hostility
Self Control Remain calm in stressful situations
Refrain from impulsive reactions or behavior that would interfere with a
motivating relationship with the staff
Keep calm and constructive in the face of staff’s anger
Use of
Concepts/experience Utilise past experience and observations to understand and handle
present situations with staff
Relate staff’s performance objectives to key values and strategies of the
company
Analytical Thinking Analyse staff behavior to determine underlying causes
Accurately anticipate consequences of own behavior toward staff
Use a systematic approach to handling staff challenges
Anticipate obstacles in seeking to develop staff
Page 61 of 76
Performance management process
Phase II : Performance coaching
Page 62 of 76
Performance evaluation
Page 63 of 76
What is Performance Evaluation ?
o Formal evaluation of Performance versus Expectations
This is the cumulating of regular tracking during the year
o An ongoing interaction between the manager and the employee to maximise performance
by means of motivation and encouragement
When frequent feedback is the norm, the year-end performance evaluation is less
threatening and contains no surprise
Main Reasons for Performance Evaluation o to ‘close off’ the activities undertaken in the performance planning period so that a new
planning cycle can begin
o to provide an objective, defensible basis for variable pay decisions
It provides a clear summary statement of performance achieved for the year
Page 64 of 76
Objectives of Performance Evaluation
o Review employee performance and job progress (i.e. actual versus expectations)
o Identify development needs
o Establish future goals and objectives
o Aids in reward decisions
Problems with appraisal system
Managers don't like carrying out appraisal interviews
"HALO" effect
Central tendency in evaluations
Excessive leniency or stringency
Biases of sequence, order or timing of evaluation
Personality of the appraiser and prejudice
Lack of clarity of performance standards
Page 65 of 76
Obstacles to effective appraisal
In discussions with managers under training and in observing them practising interviewing a number of
obstacles to effective interviewing are revealed.
1. Lack of clarity in the mind of the appraiser as to purpose, e.g.,
reporting up the line
justifying and rationalising salary actions
telling the subordinate how well he is doing
improving performance
2. Lack of clarity in the mind of the subordinate as to purpose, e.g.
he's come to 'b told'
he's come to 'justify' his performance
3. The appraiser has made up his mind already about the subordinate's side of the story
the appraiser describes the subordinate's problems to him or
seeks information to confirm his beliefs (self fulfilling prophecy) and
discards evidence presented to the contrary
4. The appraiser reaches conclusions, makes decisions, invites actions on the basis of his opinion or on
what appears to have happened rather than on facts
5. The appraiser sees in depth interviewing as somehow impolite with consequent failure to get to the
root of things
6. The subordinate is put onto the defensive by statements of his failures and mistakes before he is
invited to describe his experiences in the job. This results in the subordinates 'filtering' the
information he gives so as to portray his actions in the best light
Appraisal is thus being used to
Tell the subordinate he is out of line
Express disapproval
Appraisal is not being used to
Find out what happened to the subordinate and why
7. The appraiser lacks skill in creating a willingness in the subordinate to reveal frank information and to
discuss feelings
Feelings are important, they are related to inclination (of capacity), and to motivation
Page 66 of 76
Performance improvement method (Discussion guide)
1. Develop a careful definition first if there is a problem
State what it is. View a problem as a deviation from the standard
How do you know that it's a problem ? What are the signs that indicate a problem ?
Determine how much the problem is costing the organisation in terms of :-
- Work not being done
- Work not being done on time
- Problems being caused in other parts of the organisation
2. Try to determine the cause of the problem
Is something preventing the work from being done ?
- Does the employee have the right tools to do the job ?
- Are organisational policies / procedures hindering performance ? (confusion, conflicting
goals, complicated procedures, lack of money, time, etc.)
Does the employee have enough knowledge to do the work ?
- Does he know why it should be done a certain way ?
- Does he know how his work contributes to the work of the organisation ?
- Does the employee possesses enough knowledge about the work and how it is to be done to
be able to do it ?
- Has he ever been told that his work is not meeting acceptable standards ?
Try to determine if the job (task) itself has a built-in problem that leads to poor performance
- Is the work too difficult for one person ?
- Is the work so disagreeable that it is avoided ?
- Is there no reward or sense of satisfaction in doing the particular task ?
3. Accurately record the results of the session
Prepare a rough draft and let the employee review it
Include all expected changes that should occur
Page 67 of 76
Performance Evaluation Key Steps
1. Preparation
o Collection of performance Data / Evidence
o Encourage active participation
- Ask appraisee to prepare himself / herself before the appraisal (refer to
Guidelines to
Appraisee for preparation of Appraisal Interview)
- Ask appraisee to prepare self appraisal
- Appraisee completes draft Appraisal form
o Mental preparation
- create climate for honest feedback
2. At the meeting
o The supervisor coaches, not criticizes the appraisee
o Compare actual performance against expected performance (Results and
Competencies)
o Discuss reasons for success and agree on reasons why objectives were not achieved
and why problems developed
o Obstacles to reaching goals and problems are identified
- Plans are made to overcome these obstacles
- Both contribute to the development and carrying out of these plans
o New goals are set
3. End of Meeting
o Summarise trends in Performance and ideas for improvement
o Summarise actions agreed
o Reinforce success
o Where possible or desirable, leave subordinate confident about the future
Page 68 of 76
Conducting The Evaluation Meeting
(8 Guidelines)
8 Guidelines
1. Attitude
a) A 2-way communication meeting - there must be frank and thorough discussion
b) Not a ‘corrective’ session
All the key aspects must discussed
c) For weak performance, remedial action plans must be discussed
As a manager, it is your accountability to help your subordinate improve
d) Be open
- Be fair and constructive
- Admit if the fault is yourself, the supervisor
2. Seating Arrangements
o Have a neutral setting / seating
- round table
- work side by side
o Avoid a desk in between
3. Begin the Session
o Outline objectives of meeting
o Create climate of trust and confidence
o Breaking the ice
Page 69 of 76
Conducting The Evaluation Meeting
8 Guidelines (cont’d)
4. Review
o Encourage self review
o Go through each objective and competitiveness as expected versus actual
o Discuss reasons for achievement / non achievement
o Discuss performance rating
5. Evaluator’s Comments
o Appraiser react to Appraisee’s self assessment
o Give personal assessment
o Discuss achievement / non achievement of objectives / competencies
o Discuss performance rating
6. Future Plans
o Discuss plans for the future
o Discuss performance improvement in the future
o Role of the Appraiser / Appraisee
7. Rate Performance not Personality
o Discuss detailed and specific discussion of the person’s progress or lack of it in
achieving the results
o Focus on objective, job-relevant experience (discuss evidences)
o The person’s performance in the job is discussed and not the person himself
o Avoid personal problems
8. Closing the Session
o Reiterate objectives of the session
o Repeat and agree an assessment and action plans
o Complete the appraisal form and agree with the subordinate
Page 70 of 76
Guidelines to Appraisee for Preparation of Appraisal
Interview
This copy is to be given to the appraisee concerned before the appraisal interview to assist him/her to
prepare for the appraisal interview and is for his/her retention
To The Appraisee
The questions below are designed to stimulate your thinking and to help you prepare for the appraisal
interview and obtain minimum benefit format. Think about your own personal performance,
progress and plans for the future improvement. Appraise yourself as follows :-
1) What are my major accomplishments for the past year ?
2) What are some aspects of my job that I like best ? That I like least ?
3) What do I consider to be the important abilities which my job requires ?
4) Are there any changes I would like to see made in my job which would improve my
effectiveness ?
5) What are the ways in which my superiors can help me to do my job better ?
6) Are all of my capabilities being utilised in my present position ? If not, how can they be
better utilised ?
7) In what aspects of my job do I feel I need more experience and training ?
8) What are specific things I need to do in he next year for my own development ?
9. What have I done for my personal and / or professional development ?
10) In what ways would my present position better prepare me for assuming more responsibility ?
Page 71 of 76
Attachments
Page 72 of 76
Goals, Measurements and KPIs
Financial
Commonly used Financial Measures Total Assets Total Assets per employee Profits as a % of total assets Return on net assets Return on total assets Revenues/total assets Gross Margin Net Income Profit as a % of sales Profit per employee Revenue Revenue from new products Revenue per employee Return on Equity (ROE) Return on Capital Employed (ROCE) Return on Investment (ROI) % Revenue from different channel
(e.g. DC vs SP) % expenses due to quality defect,
TNA, rework etc % operating expenditure to revenue Reduction in working capital Profit per customer % revenue to gain market share vs.
% revenue to replace lost customers % of sales from new applications
Compound Growth Rate Dividends Market Value Share Price Shareholder Mix Shareholder loyalty Cash flow Total costs Credit rating Debt Debt to equity Times interest earned Days sales in receivables Days in payables Days in inventory Inventory turnover ratio Cash-to-cash cycle % resources shared with other business
unit ROI time cycle % Revenue growth of various markets Sales growth in targeted markets/ customer/
region Operating Cash Flow % of customer income (Share of Wallet) Net cost per acquired customer
Page 73 of 76
Goals, Measurements and KPIs
Customer
Commonly used Customer Outcome Measures Customer satisfaction Customer loyalty Market share Customer complaints Complaints resolved on first
contact Return rates Response time per customer
request Price relative to competition Total cost to customer Average duration of customer
relationship Customers lost Customer retention Customer acquisition rates Percentage of revenue form new
customers Number of customers Annual sales per turnover
Win rate (sales closed/sales
contact) Customer visits to the company Hours spent with customers Marketing cost as a percentage of
sales Number of ads placed Number of proposals made Brand recognition Response rate Number of trade shows attended Sales volume Share of target customer spending Sales per channel Average customer size Customers per employee Customer service expense per
customer Customer profitability Frequency (number of sales
transactions)
Page 74 of 76
Goals, Measurements and KPIs
Internal Process
General Internal Process Measures
Average cost per transaction
On-time delivery
Average lead time
Inventory turnover
Environmental emissions
R&D expense
Community involvement
Patents pending
Average age of patents
Ratio of new products to total offerings
Stockouts
Labor utilization rates
Response time to customer requests
Defect percentage
Rework
Customer database availability
Breakeven time
Cycle time improvement
Continuous improvement
Warranty claims
Lead user identification
Products and services in the pipeline
Internal rate of return on new projects
Waste reduction
Space utilization
Frequency of returned purchases
Downtime
Planning accuracy
Time to market of new products/services
New products introduced
Number of positive media stories
Common Supply Chain Measures Time On-time delivery receipt Order cycle time Order cycle time variability Response time Forecasting/planning cycle time Planning cycle time variability Quality Overall customer satisfaction Processing accuracy Perfect order fulfillment
o On-time delivery o Complete order o Accurate product selection o Damage-free o Accurate invoice
Forecast accuracy Planning accuracy Schedule adherence Cost Finished goods inventory turns Days sales outstanding Cost to serve Cash to cash cycle time Total delivered cost
o Cost of goods o Transportation costs o Inventory carrying costs o Material handling costs o All other costs
Information systems Administrative
Cost of excess capacity Cost of capacity shortfall
Page 75 of 76
Example Measures: % of staff evaluated on Core Competency Framework % of staff with Career Development Plans # of training hours completed % of staff with access to strategic information Employee Satisfaction Survey Index % staff evaluated on Culture alignment Strategic Skills Coverage Targeted Training Accomplished Best Practices Implemented
%Work Support Implemented Employee Climate Survey
Employee Goal Alignment
Goals, Measurements and KPIs
HR, ICT , Culture
Page 76 of 76
Common Human Resource Management Measures 7.1 Manage deployment of personnel
a. Percentage employee absenteeism
b. Cost per external hire
c. Cost per internal I Lire
d. Cost to supervise
e. Current employee/supervisor ratio
f. External accession rate
g. External replacement rate
h. Internal accession rate
i. Internal replacement rate
j. Job posting effectiveness
k. Job posting response rate
l. Number of days to fill an employment request
m. Number of days to respond to applicant
n. Number of job descriptions written
o. Number of jobs leveled
p. Orientation and training costs per hire
q. Percentage of employment requests filled on schedule
r. Percentage of offers accepted
s. Personnel turnover rate
t. Relocation expenses
u. Requisitions filled per month/quarter/year
v. Requisitions per recruiter
w. Time to evaluate jobs
x. Time to process an applicant
y. Time to start 7.2 Develop succession and career plans
a. Distribution of performance appraisal ratings
b. Distribution of merit pay increase recommendations
c. Ratio of promotions to total employees
d. Ratio of openings filled internally vs. externally
e. Average number of years or months between promotions
7.3 Recruit, select, and hire employees
a. Average days to fill open positions
b. Average days between opening and fill
c. Ratio of acceptances to hires
d. Ratio of acceptances to offers
e. Ratio of qualified applicants to total applicants 7.5 Ensure employee involvement
a. Current employee/ supervisor ratio
b. Employees involved in job rotation
c. Number of days to answer suggestions
d. Number of suggestions per employee
e. Number of suggestions per team
f. Percentage of employees participating in company sponsored activities
g. Percentage of suggestions accepted
h. Percentage of total workforce now participating in self directed work teams
7.6 Develop and train employees
a. Average pre- and post-training test score change/performance review change
b. Cost per trainee
c. Hours of employee training
d. Number of days to develop a training course or modules
e. Number of hours per year of career and skill development training per employee
f. Percentage of employees trained
g. Percentage of employees with development plans
h. Percentage of training classes evaluated as excellent
i. Percentage of employees receiving tuition refunds
j. Total expenditure for tuition reimbursement or executive development
k. Total external training expenditures
l. Total internal training days
m. Total internal training expenditures
n. Trainee or unit work performance changes
o. Training costs as a percentage of payroll
p. Training costs as a percentage of sales/revenue
q. Training days per employee per year
r. Training department employees to total employees
7.7 Develop and manage base and variable compensation
a. Average salary cost per employee
b. Compensation costs
c. Compensation costs/revenue
d. Overtime pay costs
e. Percentage of performance appraisals submitted on time
f. Salary range exceptions
g. Supervisory compensation costs/total compensation costs
7.8 Ensure employee well being and satisfaction
a. Department morale index 7.9 Manage and administer employee benefits
a. Benefits cost per employee
b. Benefits cost
c. Benefits costs/revenue
d. Benefits costs/total compensation costs
e. Benefits to payroll ratio
f. Error rates in processing benefits claims
g. Retiree benefits costs/expense 7.12 Manage labor-management relationships
a. Average employee tenure
b. Average length if time to settle grievances
c. Costs associated with work stoppages/slowdowns
d. Frequency/duration of work stoppages/slowdowns
e. Percent of grievances settles out-of-court and associated savings
f. Ratio of grievances/complaints to total employees