The Dream Team:

Managing for OutcomesPresented by:

Molly Arnold, Director of Admissions

Illinois State University

molly.arnold@illinoisstate.edu

Wayne Sigler, Director of Admissions

University of Minnesota-Twin Cities

w-sigl@umn.edu

Session Themes

Helping managers shift from process-centric to results oriented operations

Helping staff thrive in the Age of Outcomes

Tri-O Management System

In the Age of Outcomes, the Tri-O Management System guides a major organizational and program paradigm transformation from a process and activity orientation to one that is focused on consistently achieving

the outcomes that stakeholders value and expect

Three of Tri-O’s Seven Components

Tri-O Compass Outcome-Oriented Mission Statements Star Tracker

Tri-O Compass

Purpose: Provides clear organizational direction

Outcomes: Gets everyone in an organization moving in the

same direction to consistently achieve the outcomes its stakeholders value and expect

A common culture developed through a shared philosophy and values

“If you want to build a ship, don’t drum up the (people) to go to the forest to gather wood, saw it, and nail the planks together. Instead, teach

them the desire for the sea.”

Antoine de Saint-Exuperey(quote slightly modified)

Basic Assumptions of the Tri-O Management System

Tri-O is stakeholder-focused and outcome-oriented

People are a program’s most precious resource

Individuals must produce specific, measureable outcomes

Basic Assumptions of the Tri-O Management System

There must be accountability The difference between leadership and

management, and the importance of both, must be understood

The difference between being efficient and being effective must be understood

Outcome-OrientedMission Statements

Purpose: Describes where an organization is headed and what

it plans to accomplishOutcomes: Identifies the organization’s key stakeholders Focuses the organization and its people on achieving

the outcomes valued and expected by its stakeholders

The Mission Statement’s Purpose

“… Mission statement can inspire employees across an organization and remind them of the purpose of the company and each individual’s role in achieving the goal.”

Jeffrey Abrahams

U of M Office of Admissions

“Consistently hit the numbers by providing “extra-mile” customer service.”

University of MinnesotaDirector of Admissions

Hit the numbers Lead Keep people out of the President’s Office Maintain stakeholder confidence

Tri-O Star Tracker

Purpose: Empowers an organization’s people to stay on track for

success

Outcomes: Effective staff development program Effective, workable staff performance evaluation process

Tri-O Star Tracker

Three primary pillars: Staff selection Staff performance assessment Rewarding and recognizing staff

Tri-O Star Tracker

People perform better when the goals and expectations are clear

The discussion about expectations and performance is a year-long activity

Tri-O Management System is positive and achievement-oriented, rather than punitive

in nature

The Latin Phrase cura personalis translates to mean caring for the individual.

These are times in which we are challenged to stand together and care for one another.

Cura Personalis

“Toxic Work”

Author Barbara Reinhold, and Director of Career Development at Smith College states, “Managers need to know how to mentor others on taking good care of themselves at work. Otherwise…”

Lower productivity

Inability to meet goals

Cost to employers - $750 per year for each employee

Improving Systems vs. Human Element

In time of downsizing and restructuring, many organizations have been so focused on improving systems, processes, and the bottom line that they forget about the human element in the workplace.

The result is employees who are burdened by fear, distrust, stress, feelings of powerlessness, and lack of hope.

To retain good employees, we must find new ways to regenerate the spirit of creativity, commitment, self-worth, purpose, and even fun in today’s workplaces.

Most importantly, rebuilding employee trust.

Top Three Things EmployeesWant …

Interesting work

Full appreciation for the work they’ve done

Feeling of being “in” on things

Regenerating Spirit: Send Your Employees Care Package

by Barbara Glantz

C = Creative Communication A = Atmosphere and Appreciation for All R = Respect and Reason for Being E = Empathy and Enthusiasm

C = Creative Communication

Any interaction occurs on two levels:

The Business Level – meeting the external objectives for the interaction

The Human Level – how the receiver feels about the interaction

A = Atmosphere and Appreciation for All

“In environments in which human needs are acknowledged and talent and creativity are allowed to flourish, employees give their all.”

Charles Garfield

In every interaction, we have the choice to create either a minus, a zero, or a plus

experience for that person.Minus – discounting the person, making

him/her feel less important than us to our organization

Zero – just taking care of business level only

Plus – making the person feel special on the human level, often surprising him/her by caring

R = Respect and Reason for Being

“Good management is largely a matter of love. Or if you’re uncomfortable with that word, call it caring, because proper management involves caring for people, not manipulating them.”

James Autry

E = Empathy and Enthusiasm

“Seek first to understand, then to be

understood.”

Stephen Covey

Mentoring Employees to Take Care of Themselves

Inform employees that the company is about constant growth, change, and people taking responsibility For not only getting work done, but taking care of

themselves in the process

Mentoring Employees….

Ask employees: What’s going on in your work right now? How are you managing the work load? Are there ways you can be more efficient? What can I do to help you succeed?

Identify your Power of Support

Work support person Spiritual support person Emotional support person Fun support person Unconditional support person

Stress addiction

Short-term high that you get from working too hard and that you can get from imposing deadlines on yourself.

It’s just like a drunk…your judgment is terribly impaired and when you have stress-addicted people, they can’t see long-term consequences and they can’t prioritize.

Kill’Em with Kindness

* * * * *

Thank you for coming

Go forth and conquer!!