The Personal Performance Plan Making it work in Services Northamptonshire

Objectives Identify the implications of the Service Plan for your objectives Set your own objectives Define the competencies you need to help achieve your objectives Identify personal issues and values of the County Council Identify ways in which you can develop your competencies Implement and operate the PPP

Objectives - Four Types Intent Direction Result Task

Intent Objectives Set the framework in which all other objectives operate Also known as aims, purposes or missions Often found in business/service plans Can set the context for individual jobs Give a broad idea of what is intended

Intent Objectives “To provide an efficient and friendly service to customers” Terms commonly used include : ‘efficient’, ‘friendly’, ‘maximum’ Difficult to define Use and relevance to PPP?

Direction Objectives Contain broad statements of movement e.g. ‘Increase’, ‘Decrease’, ‘Improve’, ‘Reduce’ Provide a precise context in that they suggest a change Do not state how great the change will be Use and relevance in PPP?

Intent and Direction Objectives Both types of objective are vague… …but, they provide context and an idea of what individuals have to do To provide a happy Christmas and increase joy

Results Objectives Provide precise evidence that objectives of intent and direction have been achieved State precise result, date etc Results must be measurable Use and relevance in PPP?

Confusion may arise… Difference between results and tasks? Result = something you achieve Task = something you do

Task Objectives Describe an activity or task to be undertaken by a certain date e.g. ‘Complete a programme of customer care training by year end’ Simple to set - state what is to be done and by when Do not state why undertaking the task

Common Errors include... Setting task objectives when you mean to set a result objective Not devising appropriate measures

Results……...…Task To make sales to 100 customers by the end of July States what has to be achieved and gives a reason To make contact with 100 customers by the end of July States the activity

Example Objectives Intent : To maximize productivity Direction : To reduce the number of customer complaints Task : To install new computers by March Results : Ensure no more than 5 customers cancel their contract next month

Activity Produce Intent, Direction, Result and Task objectives that will be used to guide and measure the way you communicate with your staff about the new Service Plan

Six types of performance measure Quality Speed Dependability Flexibility Cost Volume

Quality Level of customer complaints Mean time between failures Customer satisfaction score Number of defects ‘No leaks so far…’

Speed Customer query time Frequency of delivery Actual v. theoretical throughput time Cycle time

Dependability %age of tasks completed late Average lateness of delivery Mean deviation from promised arrival Schedule adherence

Flexibility Time needed to develop new products/services Time to increase activity rate Time to change schedules Time to introduce new procedures

Cost Variance against budget Utilization of resources Added value Efficiency Cost per operation hour ‘This job costs how much?’

Volume Numbers produced Customers served Amount completed Transactions made Queries answered Quantity processed

Importance and Performance This may help…when prioritizing How important is your objective/goal/task to the organization? How good at the job required are you? Do you need to change? What about statutory functions - does this apply?

Importance - Performance Matrix High Performance Low Low Importance to the High organization Wasted OK Effort? Why Problem? Bother?

Activity What are the implications of the Importance - Performance matrix for Directorate, Unit and Personal objectives given the Best Value agenda? Which objectives are you fully equipped to meet? Where do you need to change?

The Service Plan What are the implications of the Service Plan for unit and personal objectives? Does it give Intent, Direction, Result or Task objectives? What type(s) of objectives do you need to set? What performance measures will you use?

Objective Setting What are the ‘rules’ that should guide the way you set objectives? Well, it’s one way….

Activity Devise two personal objectives for the next 12 months based on the Service Plan

Competencies Knowledge Skills Will Experience

Activity Identify the levels of competencies and the personal qualities needed to enable you to achieve your objectives

Developing Competencies and Qualities - Activity Based on your experience, which methods of developing competencies and qualities are most effective? For you? For your staff? What can you do yourself and what support do you need?

PPP - Implementation What is the existing experience? OR

Activity Devise your personal/team PPP implementation plan What might go wrong? Who might be ‘difficult’? How will you measure progress?

Activity What Knowledge and Skills are essential to successfully implement and manage the PPP system? How could you best develop them? What do you need/want from Martin? What do you need/want from senior managers?