sponsored by: paul holl & heide baumann presented by flm’s north & south april/may 2012...
TRANSCRIPT
![Page 1: Sponsored by: Paul Holl & Heide Baumann Presented by FLM’s North & South April/May 2012 Achieving a High Performance Culture 2012/13](https://reader035.vdocument.in/reader035/viewer/2022072011/56649e105503460f94afc0b3/html5/thumbnails/1.jpg)
Sponsored by: Paul Holl & Heide BaumannPresented by FLM’s North & South
April/May 2012
Achieving a High Performance Culture
2012/13
![Page 2: Sponsored by: Paul Holl & Heide Baumann Presented by FLM’s North & South April/May 2012 Achieving a High Performance Culture 2012/13](https://reader035.vdocument.in/reader035/viewer/2022072011/56649e105503460f94afc0b3/html5/thumbnails/2.jpg)
Where we need to get to
We want Service Delivery to be the place where our people ….
• Are passionate about what they do, where they really believe in and want to do their best for the customer
• Can perform to the best of their ability and are recognised for doing a great job
• Are fully supported by their managers and can develop their skills
• Have the opportunity to take on challenging roles
• Take responsibility for understanding and delivering the expected standards and behaviours
Set high standards & help people achieve them
![Page 3: Sponsored by: Paul Holl & Heide Baumann Presented by FLM’s North & South April/May 2012 Achieving a High Performance Culture 2012/13](https://reader035.vdocument.in/reader035/viewer/2022072011/56649e105503460f94afc0b3/html5/thumbnails/3.jpg)
Standardise actions to take following levelling
Improve engagement
What are our priorities for 2012/13?
Set high standards & help people achieve them
Get things ‘Right First Time’ to be number one for customer service
Dedicated to helping our people thrive
in a changing world
![Page 4: Sponsored by: Paul Holl & Heide Baumann Presented by FLM’s North & South April/May 2012 Achieving a High Performance Culture 2012/13](https://reader035.vdocument.in/reader035/viewer/2022072011/56649e105503460f94afc0b3/html5/thumbnails/4.jpg)
Set high standards & help people achieve them
I know what is expected of me to help BT to be number one for
customer service
3.91
My manager does a good job of explaining the reasons behind major
decisions
3.95
I think my performance on the job is evaluated fairly
3.41
20% of our people are telling us they do not know what the
standards are we expect
20% = 267 of our people
‘untapped potential’
What are people are telling us ….
![Page 5: Sponsored by: Paul Holl & Heide Baumann Presented by FLM’s North & South April/May 2012 Achieving a High Performance Culture 2012/13](https://reader035.vdocument.in/reader035/viewer/2022072011/56649e105503460f94afc0b3/html5/thumbnails/5.jpg)
Why do we need job standards?
– Job standards ensure people understand the basic requirements and expectations of their role
– They give managers and individuals an objective structure to base their assessment on
– People need to understand how their role contributes to the overall strategy. This helps to deliver that strategy as everyone is aligned in their efforts
Set high standards & help people achieve them
![Page 6: Sponsored by: Paul Holl & Heide Baumann Presented by FLM’s North & South April/May 2012 Achieving a High Performance Culture 2012/13](https://reader035.vdocument.in/reader035/viewer/2022072011/56649e105503460f94afc0b3/html5/thumbnails/6.jpg)
What are job standards
– A job standard describes the basic requirements of a role:• The core activities and outputs required• The basic behaviours or capability requirements for the role• Regulatory or legal requirements applicable to the role
Set high standards & help people achieve them
![Page 7: Sponsored by: Paul Holl & Heide Baumann Presented by FLM’s North & South April/May 2012 Achieving a High Performance Culture 2012/13](https://reader035.vdocument.in/reader035/viewer/2022072011/56649e105503460f94afc0b3/html5/thumbnails/7.jpg)
Assessing individual performance
ContextAlignment with
business performance and peer group
“How”-Key capabilities
-Customer feedback-Peer to peer
feedback-Participation in extra activities
“What”-Job standards
-People manager job standards
-Personal Objectives/ KPI’s
-Business measures
![Page 8: Sponsored by: Paul Holl & Heide Baumann Presented by FLM’s North & South April/May 2012 Achieving a High Performance Culture 2012/13](https://reader035.vdocument.in/reader035/viewer/2022072011/56649e105503460f94afc0b3/html5/thumbnails/8.jpg)
Set high standards & help people achieve them
To read, understand and question your job standards with you manager. Familiarise yourself with the do’s / don’t
capabilities and the two way performance deal
To talk to your manager about how he/she differentiates on performance in your skill set. Does your evidence for 11/12
align with capabilities and his/her differentiation?
Our success depends on having a high performance environment – we all need to deliver against these
standards in order to be successful! WHAT DO YOU NEED FROM ME IN RETURN FOR YOUR COMMITMENT TO THIS?
The commitment I need from you today….
![Page 9: Sponsored by: Paul Holl & Heide Baumann Presented by FLM’s North & South April/May 2012 Achieving a High Performance Culture 2012/13](https://reader035.vdocument.in/reader035/viewer/2022072011/56649e105503460f94afc0b3/html5/thumbnails/9.jpg)
Q&A