This article was commissioned in order to highlight the problems that are occurring within the team in order to identify opportunities for improvement. The results from this team have been below the target set at the start of year.
An action plan of recommendations has been included in order improve the performance of this team in line with the annual targets for this year.
SITUATION:
The following behaviours have been noted within the team:
1) Confusion within in team caused by recent changes within the business.
2) Targets are not being achieved.
3) Customer complaints received that problems are not being resolved in an acceptable time, or being resolved at all.
4) Feeling that management is not appreciating hard work.
5) Single day absenteeism for sickness is excessive.
6) Internet usage during work hours is high compared to other teams.
OPPORTUNITIES:
Feedback from the team as to why the above problems are occurring have highlight the opportunities below:
1) Understands the business vision and knows how they personally impact this direction.
2) Has clear visibility of metrics to be personally responsible for.
3) Develops a solution-focused mentality to any problems or obstacles that arise.
4) Has access to structured support from their manager to improve performance.
5) Is rewarded for hard work, delivering results and going beyond the call of duty.
6) Acts in line with the expectations set within company policies
ACTIONS:
The following two strategies should be implemented straight away in order to maximise the opportunities to improve the performance of this team:
1) Communication Strategy:
A structured approach to meetings to ensure every employee has access to updated information on a regular basis:
- Hold an Annual Company Presentation to explain direction business is taking.
- Quarterly Channel Meeting to explain how channel fits into company objectives and update on performance and changes required.
- Monthly Team Meeting to update on performance in line with targets
- Morning Huddles as appropriate to disseminate new information
- Open Door Management Style to encourage feedback from team members
- Inter-department Knowledge Sharing days to understand business beyond own objective.
- Customer / Broker Insight Days to understand problems in the market place that the business must offer solutions for.
2) Performance Management Strategy:
Each individual will have access to the support required in order to take responsibly and be empowered to deliver results:
- Weekly KPI Dashboard reports issued on time to ensure visibility of own performance
- Annual Appraisals to review performance and set career objectives
- Monthly 1-2-1 to review performance metric’s and give examples of behavioural competencies in action.
- Implement personal performance improvement plans as required.
- Coaching sessions to resolve problems and ensure team has solution-focused mentality.
- Training plans identified and agreed to fulfil development and skill gaps.
- Reward and recognition programme implemented in line with Behaviour and Competency Matrix
- Company Policies re-issued and signed by employees that the information has been received to ensure expectations of behaviour have been understood, i.e. Sickness, Disciplinary and performance.
RESULTS:
In order to measure the success of these strategies, the following actions need to be taken prior to implementation:
1) Survey External Customers to gain a benchmark Satisfaction score
2) Survey Team Members to gain a benchmark satisfaction score
3) Take current performance metrics of each individual to gain a benchmark performance score
Once the benchmarks have been established, the success of the above recommendations can be measured on an on-going basis.
Additional strategies can be introduced as identified in line with performance criteria.
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About The Author – Jon Daniels is a Top UK Self-Confidence Coach. Find out how you can build self-confidence and take control of your life today by visiting www.stepupspeakout.co.uk
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