© copyright 2015 team coaching international. the information in this document is confidential....

© Copyright 2015 Team Coaching International. The information in this document is confidential.

Linking TPIs to KPI:Coaching Teams for Successful Business Performance

Presenter:

Carole Lyles ShawTeam Performance Coach™

Moderator:

George JohnsonChief Executive Officer

© Copyright 2015 Team Coaching International. The information in this document is confidential.

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What We’ll Cover Today

>Linking TPIs & KPIs: Two Track Coaching Process

>KPIs: Practices & Measures>Preparing for the KPI

Session>Facilitating the KPI

Session>Follow Up>Q&A

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Two Coaching Tracks

Team Development Track: TPI’s

Business Track:KPI’s

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Team Performance Indicators™

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Team Performance Indicators™

© Copyright 2015 Team Coaching International. The information in this document is confidential.

Team Coaching Process

1

Discovery

2

BaselineDiagnosticDeployed

3

ReportRevealed

4

Follow UpCoaching

5

Follow-Up Diagnostic

Re-deployed

Outcomes defined

Current situationidentified

Online assessment completed

Report generated

Deliver team report

Create initial awareness of opportunities toimprove

Design next stepsfor ongoing teamdevelopment

Meet with team on an ongoing basis

• 1–2 x per mo• 60–90 min• 6 mos–1 yr• in person or virtual

Create a second benchmark to show progress and assess where ongoingteam development is needed

PHASES

DESCRIPTION

1 2 3 4 5

Provide coaching on team accountabilities and progress

When to Use KPI’s

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What are KPIs?

>Key Performance Indicators (KPIs) are business/organizational metrics that help the team: Understand and align its purpose Prioritize its activities Assess its impact

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KPI Alignment

Organizational Strategic Plan

Unit Plan & Goals

Team Plan & Goals

What are the organizational metrics that this team must have an impact on?

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Best Practices for KPI’s

>Measurable

>Single Value

>Long and Short Term

>Quantitative

>Qualitative

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Types of Measures

> Inputs: FTE’s; workstations

> Outputs: # of calls answered per hour

> Efficiency/Productivity: #calls answered/FTE’s working per hour

> Outcomes: Customer satisfaction scores

> Project: System upgrade $ spent vs $ budgeted

CASE: Leadership Team managing a call center taking customer complaints and inquiries.

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Case: Healthcare

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What are examples of KPI’s

that your client teams have developed?

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In Advance: Preparing for the KPI Discussion

>Review Strategic Plan (team and organizational)

>Review scorecard: current metrics

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Facilitating the Session

>Team Skills Listening Summarizing (every 8 minutes) Conflict Management Leadership role and coaching (real time/offline)

>Visible Memory/Notetaking Key Questions Capture Decisions

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Facilitating the KPI Session

>Review business metrics: what is the organization measuring and why? [strategic plan review]

>Brainstorm in small groups/present results to large group: What are the business metrics that this team directly affects? What are the business metrics that this team indirectly affects?

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Facilitating the KPI Session

> Cascading Exercise: Conduct discussion in small groups and present to larger group What are the team’s KPI’s (metrics) now and ideally? What data is currently available for these KPI’s?

> Decide: Team and team leader select best KPI’s Decide on KPI’s for the team and show link to business metrics Set KPI baseline and targets over time Decide how data will be gathered and analyzed

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Facilitating the Session

>Plan Follow Up How frequently will the team look

at its KPI data? Try to have KPI data available

when 2nd assessment is done

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Questions?

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Thank You!

info@TeamCoachingInternational.com