Align Behaviors with Goals & Values Understanding High/Medium/Low Performers Principle 7: Align Behaviors with Goals & Values

By Creating Accountability MUHA What can we learn? Hardwire Results By Creating Accountability Re-read Chapters 6 and 9!

Goals for Finance & Administration MUSC Excellence Goals for Finance & Administration Service Quality People Finance Growth Diversity Dev. career counseling program by 6/30/07 Dev. process for distributing/posting recruitment & placement goals to all hiring mgrs Recognition & Reward Make recommendations to enhance Div. Programs by 1/15/07. Increase Empl Sat Survey “Communication from supv is timely & effective” from 50% to 65% by 6/30/07. Develop Division- wide Customer Service Survey by 1/15/07 Conduct cust svc training for 50% of division employees by 6/07, and 50% by 6/08 Develop Division- wide survey for quality of service by 1/15/07 Perform prof. development assessments in all units by 4/07. Use info. for budgeting training for fiscal 2008 Establish productivity measures and Best Practice benchmarks in 80% of depts by 6/30/07

Low Performers! Oh sure, and we say… “Let’s just take it a step at a time!”

Goal: Move The Entire Performance Curve

Movement of H-M-L Performers Gap is intolerable M H EXCELLENCE Gap is uncomfortable M L L L

Definition Of High, Middle and Low Performers Come to work on time Good attitude Problem solve You relax when you know they are scheduled Good influence Use for peer interview H Good employees Need a little development Make or break your workforce Behave like high performers, but not as consistently M L Negative influence Take up lots of time Often are “sacred cow” type employees Refuse to adapt to change Can appear as informal leader

Performance Management Ignore negative behavior and it will increase Ignore positive behavior and it will decrease

Impact of Low Performers To Us: Exhausted Frustrated De-motivated Embarrassed To Our Customers: Angry Complaints Non-support Go elsewhere

Top 5 Ways To Recognize a Low Performer They will be the first to tell you what went wrong even if it went right They will complain about the free food at the staff lunch You’d say “no” if asked to hire them again If your 8 year old knows them by name If you are out for a romantic dinner and your spouse asks…..”what’s Mary been up to?” We want winners not whiners We take low performers home with us and they make us weary….zapping th energy to anything else They rob us of our time and serenity With guts we must deselect low performers

Why We Don’t Address Low Performance I don’t want to be the bad guy I want to be liked I don’t feel comfortable I don’t like confrontation Just Do It !

A No “But’s” Culture “ But they are good technically” “But I had to hire a warm body…there’s no one else” “But they may work out better on night shift” “But they are going through a hard time” “But what could I expect with the ratio they have” BUT….BUT….BUT….BUT…….BUT

I’m here to save your butt…not kiss it Managing Resistance I’m here to save your butt…not kiss it

Develop the Skill Get support - talk with someone, use HR Role play Keep in mind the damage they do Envision how it will be without them

Start with success! Usual percent breakdown of HML staff: High: 34% Middle: 58% Low: 8% 75% of LPs move to MPs after having HML conversation 25% of LPs leave the organization

Do you ignore High Performers? “According to a new study by Leadership IQ, 47% of high performers are actively looking for other jobs (they’re posting and submitting resumes, and even going on interviews). While it’s terrible that almost half of high performers are thinking about quitting, what’s perhaps even worse is that low performers want to stay.  Only 18% of low performing employees are actively seeking other jobs, and 25% of middle performers are actively looking around” 

Think About the Teacher in Your Life Some were easy … Some challenged and expected excellence … What kind of leader do we want to be?

H/M/L – Impact on Service Low Performers Middle Performers Very Poor High Out Poor Fair Good Very Good Customer Satisfaction Rating Up Stay

Leadership Evaluation: Sample Critical Success Factor Goal & Result Score 70 = 5 65 = 4 Result 60 = 3 __63__ 55 = 2 50 = 1 Weight x Result = To Increase Communication from 50 to 65% Weight = 15% People Score (Ex: .15 x 3 = .45)

Three Components Monthly Progress Report 90 Day Action Plans Objective Goals Monthly Progress Report 90 Day Action Plans