Pre Test

Find this in your Performance Management

Handouts

Performance Management---a process designed to help individuals

practice Southern Style by achieving business results,

demonstrating desired behaviors and accomplishing individual

development plans.

What is Your DefinitionOf Performance Management?

Three Components of the Performance Plan

• Business Results• Behaviors – except for Southern Style, this is

a derivative of the Business Results: What are the behaviors that need to be demonstrated to achieve these results

• Development

Unofficial traditional components: job descriptive and departmental results goals

Case Study 1You are “Supervisor” Jones. You are a customer service group. You typically serve

internal customers. Your group has been established to reduce the amount of contract and outside help that your current customers have been using, draining the company of necessary resources.

Your business result is to retain $1.2 million in outbound resources. You have determined that the behaviors that need to be improved are your customer service skills. At the conclusion of the past year, you scored an average of 3.5 on your customer service satisfaction surveys. You have determined that by scoring a 3.7 this year, you will retain that $1.2 million. This was based on observing an increase from 3.2 to the 3.5 the year past that resulted in a $1.8 million retention in previously outbound resources. This is exactly in line with the projections that brought the Customer Service Group in house.

You have determined that the focus this year is “Customer Service.” You’ve agreed as a team on what customer service should look like; specifically, you will greet them, value them, ask how you can help, listen to them, help them, and invite them back.

Based on the above information, write:

A Business results goal

A Behaviors goal

Select a Goal (Business Result) from the Table Team

1. Write it as a measureable goal

2. Write a Behavior goal to support the achievement of

the business result goal

Scribing Exercise

After communicating an expectation,

“Silence” is not an option.

Addressing Performance Gaps

Feedback Guide

• You…their understanding of expectations

• Me…my understanding of expectations

• It…what is the gap• Us…what are we going to do about it

Expectations / Actual = Feedback

Case Study 2Role Play

Performance Notes

Prepare “Documentatio

n” as if you were supervisor Jones; use the forms in PM

Tab