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© Copyright 2015 Team Coaching International. The information in this document is confidential.
Linking TPIs to KPI:Coaching Teams for Successful Business Performance
Presenter:
Carole Lyles ShawTeam Performance Coach™
Moderator:
George JohnsonChief Executive Officer
© Copyright 2015 Team Coaching International. The information in this document is confidential.
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What We’ll Cover Today
>Linking TPIs & KPIs: Two Track Coaching Process
>KPIs: Practices & Measures>Preparing for the KPI
Session>Facilitating the KPI
Session>Follow Up>Q&A
© Copyright 2015 Team Coaching International. The information in this document is confidential.
Two Coaching Tracks
Team Development Track: TPI’s
Business Track:KPI’s
© Copyright 2015 Team Coaching International. The information in this document is confidential.
Team Performance Indicators™
© Copyright 2015 Team Coaching International. The information in this document is confidential.
Team Performance Indicators™
© Copyright 2015 Team Coaching International. The information in this document is confidential.
Team Coaching Process
1
Discovery
2
BaselineDiagnosticDeployed
3
ReportRevealed
4
Follow UpCoaching
5
Follow-Up Diagnostic
Re-deployed
Outcomes defined
Current situationidentified
Online assessment completed
Report generated
Deliver team report
Create initial awareness of opportunities toimprove
Design next stepsfor ongoing teamdevelopment
Meet with team on an ongoing basis
• 1–2 x per mo• 60–90 min• 6 mos–1 yr• in person or virtual
Create a second benchmark to show progress and assess where ongoingteam development is needed
PHASES
DESCRIPTION
1 2 3 4 5
Provide coaching on team accountabilities and progress
When to Use KPI’s
© Copyright 2015 Team Coaching International. The information in this document is confidential.
What are KPIs?
>Key Performance Indicators (KPIs) are business/organizational metrics that help the team: Understand and align its purpose Prioritize its activities Assess its impact
© Copyright 2015 Team Coaching International. The information in this document is confidential.
KPI Alignment
Organizational Strategic Plan
Unit Plan & Goals
Team Plan & Goals
What are the organizational metrics that this team must have an impact on?
© Copyright 2015 Team Coaching International. The information in this document is confidential.
Best Practices for KPI’s
>Measurable
>Single Value
>Long and Short Term
>Quantitative
>Qualitative
© Copyright 2015 Team Coaching International. The information in this document is confidential.
Types of Measures
> Inputs: FTE’s; workstations
> Outputs: # of calls answered per hour
> Efficiency/Productivity: #calls answered/FTE’s working per hour
> Outcomes: Customer satisfaction scores
> Project: System upgrade $ spent vs $ budgeted
CASE: Leadership Team managing a call center taking customer complaints and inquiries.
© Copyright 2015 Team Coaching International. The information in this document is confidential.
Case: Healthcare
© Copyright 2015 Team Coaching International. The information in this document is confidential.
What are examples of KPI’s
that your client teams have developed?
© Copyright 2015 Team Coaching International. The information in this document is confidential.
In Advance: Preparing for the KPI Discussion
>Review Strategic Plan (team and organizational)
>Review scorecard: current metrics
© Copyright 2015 Team Coaching International. The information in this document is confidential.
Facilitating the Session
>Team Skills Listening Summarizing (every 8 minutes) Conflict Management Leadership role and coaching (real time/offline)
>Visible Memory/Notetaking Key Questions Capture Decisions
© Copyright 2015 Team Coaching International. The information in this document is confidential.
Facilitating the KPI Session
>Review business metrics: what is the organization measuring and why? [strategic plan review]
>Brainstorm in small groups/present results to large group: What are the business metrics that this team directly affects? What are the business metrics that this team indirectly affects?
© Copyright 2015 Team Coaching International. The information in this document is confidential.
Facilitating the KPI Session
> Cascading Exercise: Conduct discussion in small groups and present to larger group What are the team’s KPI’s (metrics) now and ideally? What data is currently available for these KPI’s?
> Decide: Team and team leader select best KPI’s Decide on KPI’s for the team and show link to business metrics Set KPI baseline and targets over time Decide how data will be gathered and analyzed
© Copyright 2015 Team Coaching International. The information in this document is confidential.
Facilitating the Session
>Plan Follow Up How frequently will the team look
at its KPI data? Try to have KPI data available
when 2nd assessment is done
© Copyright 2015 Team Coaching International. The information in this document is confidential.
Questions?
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Thank You!