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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

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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 _____

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The Three E’s

E

E

E

S B A

P M A

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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 _______

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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:

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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:

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Notes on Accountability

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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?

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What are 5 specific and measurable ACTION STEPS you can take RIGHT AWAY that will have a

dramatic positive impact on your organization?

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