effective performance management - beckford...
TRANSCRIPT
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Effective Performance Management
Dr. John BeckfordIntegra Management Systems Ltd.
Exhibition Stand: 40 & 35
www.doxarus.com
Principles, Process, People & Politics
© Beckford Consulting 1991 ‐ 2010
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Doing More With LessOr
Not doing the wrong thing better!!
© Beckford Consulting 1991 - 2010
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Introduction
• Doing More with Less– Why does it matter?
• Understanding the Challenge– Do the right thing right, not the wrong thing better!– The Trialogue – understanding ‘rightness’
• Moving the Goalposts– A Process for ‘Doing More with Less’– Managing the Process – The Potentiometer
© Beckford Consulting 1991 - 2010
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Problems of Performance
• ‘What does success look like’?• ‘Data rich, information poor’• Easy measures – the accounting paradigm• Performance drivers not understood• Processes ill‐determined• Resource requirements not addressed• Interactions & inter‐relationships between activities are
ignoredOver administered
butunder-managed
© Beckford Consulting 1991 - 2010
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The Law
EveryGood Regulator of a System
mustbe a Model
of that System
Conant–Ashby Theorem (1970)
© Beckford Consulting 1991 - 2010
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The Bold Statement
• Any and every Performance or Management Information System is ATTEMPTING to be a regulator of the organisation in which it is contained.
• They fail because they do not contain the requisite model of the system to be regulated
• Therefore:– Much of the money spent on Performance Management/Information
Systems is wasted– Many of the results generated within such systems are meaningless– Many decisions based on those results are wrong!
© Beckford Consulting 1991 - 2010
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Principles• Organisational purpose must be agreed• Success criteria must be determined• Resource constraints must be recognised• Processes must be properly defined• Process capabilities and interactions must be formally stated
• Performance constraints must be recognised• Rate of organisational response must match the rates of internal and external perturbation
© Beckford Consulting 1991 - 2010
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Principles• Put into practice these allow (at any level of organisation)
comparison of:– What WAS achieved
with– What COULD have been achieved
with– The constrained POTENTIAL
with– The objective or purpose to be fulfilled
© Beckford Consulting 1991 - 2010
The OUTPUT is:a measure of achievement
of agreed objectivesat any particular point in time
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Performance Measurement
Actual
Capability
Potential
Productivity
Latency
Performance
© Beckford Consulting 1991 - 2010
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Principles
• This enables:– Managers to Manage, Directors to Direct– Effective accountability for performance– Adaptation in real time– Meaningful learning and knowledge management
• Through:– Immediate reflection on the past– Anticipation of tomorrow– Effective simulation of the impact of change
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Principles• Because:
– An integrated Platform for Decision is the basis of the design
– The PMS contains the necessary model of the organisation– CENTRALISED control is balanced with LOCALISED autonomy
– Process data is aggregated not mined– The process performance outputs are delivered to the process owners as the basis of action
– Dynamism is accepted as the basis of stability
© Beckford Consulting 1991 - 2010
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MarketPotential Sales
A rail industry example
© Beckford Consulting 1991 - 2010
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TrackAccess
Agreements
TrainPlanning
MarketPotential Sales
A rail industry example
© Beckford Consulting 1991 - 2010
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TrackAccess
Agreements
TrainPlanning
Depots
MarketPotential
TimetableRequirements
ServiceCapability
Sales
A rail industry example
© Beckford Consulting 1991 - 2010
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Sales
TrackAccess
Agreements
TrainPlanning
Depots
Revenue Potential
MarketPotential
TimetableRequirements
ServiceCapability
OutputMeasures
Passenger Volume Potential
A rail industry example
© Beckford Consulting 1991 - 2010
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Sales
TrackAccess
Agreements
TrainPlanning
Depots
Revenue Potential
MarketPotential
TimetableRequirements
ServiceCapability
VolumeStaffing
Parts
OutputMeasures
Passenger Volume Potential
A rail industry example
© Beckford Consulting 1991 - 2010
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Sales
TrackAccess
Agreements
TrainPlanning
Depots
Revenue Potential
MarketPotential
TimetableRequirements
ServiceCapability
VolumeStaffing
Parts
OutputMeasures
Right TimeRight PlaceReliable
OutputMeasures
OpsHR
Passenger Volume Potential
Right PeopleRight SkillsRight Values
OutputMeasures
© Beckford Consulting 1991 - 2010
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Sales
TrackAccess
Agreements
TrainPlanning Delivery
Depots
Revenue Potential
MarketPotential
TimetableRequirements
ServiceCapability
CateringPotential
TicketsSold
VolumeStaffing
Parts
OutputMeasures
Right TimeRight PlaceReliable
PerformanceConstraints
OutputMeasures
PerformanceConstraints
PerformanceConstraints
OpsHR
Passenger Volume Potential
Right PeopleRight SkillsRight Values
OutputMeasures
PerformanceConstraints
© Beckford Consulting 1991 - 2010
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Sales
TrackAccess
Agreements
TrainPlanning Delivery
Depots
Revenue Potential
MarketPotential
TimetableRequirements
ServiceCapability
CateringPotential
TicketsSold
C
E
£
VolumeStaffing
Parts
OutputMeasures
Right TimeRight PlaceReliable
PerformanceConstraints
OutputMeasures
PerformanceConstraints
PerformanceConstraints
S
OpsHR
Passenger Volume Potential
Right PeopleRight SkillsRight Values
OutputMeasures
PerformanceConstraints
© Beckford Consulting 1991 - 2010
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Sales
TrackAccess
Agreements
TrainPlanning Delivery
Depots
Revenue Potential
MarketPotential
TimetableRequirements
ServiceCapability
CateringPotential
TicketsSold
C
E
£
VolumeStaffing
Parts
OutputMeasures
Right TimeRight PlaceReliable
PerformanceConstraints
OutputMeasures
PerformanceConstraints
PerformanceConstraints
S
OpsHR
Passenger Volume Potential
Right PeopleRight SkillsRight Values
OutputMeasures
PerformanceConstraints
Control
© Beckford Consulting 1991 - 2010
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Sales
TrackAccess
Agreements
TrainPlanning Delivery
Depots
Revenue Potential
MarketPotential
TimetableRequirements
ServiceCapability
CateringPotential
TicketsSold
C
E
£
VolumeStaffing
Parts
OutputMeasures
Right TimeRight PlaceReliable
PerformanceConstraints
OutputMeasures
PerformanceConstraints
PerformanceConstraints
S
Reg &Comp
Audit
Assurance
OpsHR
Passenger Volume Potential
Right PeopleRight SkillsRight Values
OutputMeasures
PerformanceConstraints
Control
© Beckford Consulting 1991 - 2010
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Sales
TrackAccess
Agreements
TrainPlanning Delivery
Depots
Revenue Potential
MarketPotential
TimetableRequirements
ServiceCapability
CateringPotential
TicketsSold
C
E
£
VolumeStaffing
Parts
OutputMeasures
Right TimeRight PlaceReliable
PerformanceConstraints
OutputMeasures
PerformanceConstraints
PerformanceConstraints
S
Reg &Comp
Audit
Assurance
OpsHR
Passenger Volume Potential
Right PeopleRight SkillsRight Values
OutputMeasures
PerformanceConstraints
Finance
Audit
Assurance
Control
© Beckford Consulting 1991 - 2010
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Corporate Stakeholders
Equity Reg HMG
Chief ExecutiveBusiness Objectives
Regulatory Constraints
OpCoFinanceHR IT Reg
Directors KPI’s
Dev
© Beckford Consulting 1991 - 2010
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Comparator
Target
Actual
Decision
PerformanceGap
Instructions
OpCoFinanceHR IT Reg
CorrectiveActionImprovement
Equity Reg HMG
Chief Executive
Dev
© Beckford Consulting 1991 - 2010
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COO Stakeholders and KPIs
CEO Customers Reg
Chief Operating OfficerObjectives
Ops MgmtFinanceStores Ops HR Reg
Senior Manager KPI’s
Unions
Cust.Ops
ProdPlan S&M
© Beckford Consulting 1991 - 2010
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Objections:People & Politics
• IT people (generally) won’t like it!!– It challenges the myths, mystiques and monoliths
• Line Managers/Operators will love it– It lets them fix what is going wrong
• Directors may struggle with it– Distributed information means distributed power
• Different expertise is required to create it– A systemic rather than reductionist approach
• ‘We already have [insert name of monolith]”– Yes – but does it work?
© Beckford Consulting 1991 - 2010
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On Anticipated Resistance
• “… while (of course) the argument and the proposal are absolutely right they come too soon. The solution will work one day.
• Just now the market is not ready for it”
• “You’re telling me the market is not ready for it. That is just what I am complaining about. If we want revelations …”
© Beckford Consulting 1991 - 2010
Stafford Beer, Platform for Change, 1974
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On Anticipated Resistance
• “… while (of course) the argument and the proposal are absolutely right they come too soon. The solution will work one day.
• Just now the market is not ready for it”
• “You’re telling me the market is not ready for it. That is just what I am complaining about. If we want revelations …”
© Beckford Consulting 1991 - 2010
Stafford Beer, Platform for Change, 1974
— our experience has proved that this approach works
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Payback• VSMethod
– Royal Bank of Scotland – net benefit in 1st year (Sheffield) ‐ £3m– GNER – net benefit in 1st year ‐ £6m– Fletcher Steel (New Zealand) ‐ £20m annual fixed cost reduction
• VSManager– Parcelforce – net benefit in 1st year ‐ 30% productivity gain, £2.5m
saving– Doncaster & South Humber Healthcare NHS Trust – zero net cost over
2 years– Sunbase International (Hong Kong) – ISO9000:2000 at first audit
• The Entelechy Engine– A.H. Marks & Co (Chemical Discovery) ‐ experimental
© Beckford Consulting 1991 - 2010