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

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

5. 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

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

7. Goal: Move The Entire Performance Curve

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

9. 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

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

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

12. 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

13. 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 !

14. 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

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

16. 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

17. 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

18. 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” 

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

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

21. 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)

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