1. Loss Prevention, Auditing & Safety Conference 2009 Title Sponsor:

2. How to Improve Performance: Understanding the Levers Walter E. Palmer CEO/President PCG Solutions, Inc.

3. Goals for Today  Understand why many performance interventions have no chance of improving performance  Learn the various “levers” of performance and when they can be used effectively

4. Skills & Knowledge Strategic, Tactical, and Operation Directions Expectations & Feedback Tools, Environment, & Processes Rewards, Recognition, & Incentives Performance Capacity Motivation & Self-Concept Watkins, 2007; Watkins & Wedman, 2003; Wedman & Graham, 1998 Performance Levers

5. How Do We Improve Performance?  Performance Objective: Juggle three objects  Measure of Success: Juggle the objects for one full minute without dropping any of them

6. Strategic, Tactical, & Operations Directions  Clearly communicated strategy  Needs Assessment  Job Descriptions  Task clarification

7. Expectations & Feedback  Clearly identified performance objectives  Balanced scorecards, metrics, dashboards  Managerial feedback  Performance appraisal systems

8. Tools, Environment, & Process  Physical conditions  Hardware, resources  Computer systems  Workplace design  Ergonomics  Company culture

9. Rewards, Recognition, & Incentives  Awards programs  Monetary incentives  Performance reviews  Status, publicity  Disincentives

10. Motivation & Self-Concept  Attitudes  Personality  Self-image  Work/Life Balance  Outside priorities

11. Performance Capacity  Physical ability  Mental ability  Time and workload constraints

12. Skills & Knowledge  Training programs  Job aids  E-learning  Mentoring  JIT training  Knowledge management

13. Questions? Comments? Walter E. Palmer (888) 318-1750 wpalmer@PCGsolutions.com