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Introduction of Enhanced Performance Management
Client Profile
Client was a specialist Telecoms company with 500+ staff and managers. They had a Performance Management (PM) system in place for several years but latest climate survey revealed high levels of dissatisfaction among both managers and staff. Client was also were interested in introducing pay for performance but was concerned that managers were not capable of accurately and fairly assessing individual performance.
Assignment
Design an enhanced Performance Management system to enable managers set clear and measurable goals and to accurately and fairly assess and rate individual performance throughout the year.
Objectives
1. Introduce an enhanced PM system to build a strong performance culture and contribute to enhanced business performance
2. Achieve a 20% + increase in levels of manager and staff satisfaction with PM within 12 months from launch date
3. Design and deliver customised training workshops for managers and staff to ensure their understanding and support for the
new PM approach
4. Ensure the new PM design will facilitate the introduction of individual pay for performance within 2 years
How We Helped
In collaboration with the client team, we followed our “Enhanced Performance Management Design” methodology. The significant outputs included:
• Design and introduction of new PM policy, processes and continuous cycle
• Introduction of SMART objectives with performance standards and importance weights plus new performance rating scales for
half-year and year-end reviews
• Introduction of PM quality monitoring, review confirmations and year-end rating calibration processes
• Design and roll-out of “train the trainer” PM workshops for selected managers aligned with objective setting and performance
review cycles
• Design and introduction of new Personal Development Planning (PDP) policy and processes, linked to but separate from PM
• Preparation of all communications materials and booklets
The Results
• Enhanced PM introduced and rolled-out within six weeks of project commencement
• The subsequent annual climate survey revealed that staff satisfaction with PM had increased from 34% to 71%
• Managing Director expressed satisfaction that enhanced PM had contributed significantly to enhanced business results at year
end
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