the lean 360 - managing feedback with limited resources

Ross Mecham Director for Organizational Development Virginia Tech Human Resources

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Introductions A Qualtrics Refresher The Lean 360 Q&A

Today’s Agenda

Introductions

ROSS MECHAM | VIRGINIA TECH

Director for Organizational Development rmecham@vt.edu

JORDAN MENZEL | QUALTRICS

Employee Insights jmenzel@qualtrics.com

Customer Insights Voice of the Customer Programs

Customer Satisfaction Surveys Net Promoter Systems

Website Experience Feedback

Employee Insights 360-degree Employee Feedback Employee Engagement Surveys Employee Satisfaction Surveys

Exit Interviews

Market Insights Ad Testing

Concept Testing Market Research Academic Studies

All your insights in one place

An Overview

ü  The lean process ü  Before you begin ü  Developing the assessment ü  Result considerations ü  Feedback conversation

The Lean Process

At the heart of Lean thinking is the

idea of delivering the most value

to your customers in the shortest

amount of time, using the least

resources possible.

Why is lean good for business?:

o  Just-in-time learning

o  Leveraging the nimble

o  Mobilizing the genius within

The Lean Process

o  Shoestring budget

o  Limited human resources o  Entrepreneurial spirit

o  VISION

At the heart of Lean thinking is the

idea of delivering the most value

to your customers in the shortest

amount of time, using the least

resources possible.

Why is lean good for business?:

The Lean Process

Tasked to live out a vision with

limited resources

Everyone must be lean at times:

o  Do everything yourself

o  Leverage technology o  Align for impact

o  Form partnerships

Employees

7k Students

31k

Budget

$1.35b

Deans

24

Lean Feedback

Getting the right feedback from

right people at the right time in

one’s career leads to more a

effective organization.

A little development goes a long way:

o  360-degree feedback is a system in which

individuals receive confidential information from people who work around them

o  Rich in feedback, many steps

o  Can be a significant component of a lean

process.

Start with the end in mind

o Think strategically about your objectives

o Is this a question where 360-degree feedback would help?

o Consider organizational culture

Lean tip: Use one person and mobilize your genius!

First things first

o Take time to plan accordingly

o Get leadership on board

o Alignment is critical to achieve outcomes

Lean tip: Align people and process for impact

Ask the right questions

o Leverage Qualtrics resources

o Key guidelines: ü  Stick to competencies ü  Ask about observable behavior ü  Ask clear questions ü  Anchor ratings well

o Assess the assessment

o Alignment is critical to achieve outcomes Lean tip: Use one person and form partnerships

Assessment timeline

Lean tip: Leverage technology

Subject  nominates  raters  

Admin  approves  raters  

Raters  and  subjects  take  assessment  

Admin  reviews  reports  

Feedback  conversa8on  

1 Week 3 Days 2 Weeks 3 Days 1 Day

Communication is key

o Communicate:

ü  Expectations ü  Process ü  Confidentiality ü  Outcomes

o Alignment is critical to achieve outcomes Lean tip: Just-in-time learning/communicating

Communication is key

o Subjects, raters, & leadership need:

ü  Intro to process ü  Clear timelines ü  Reminders ü  Thank you’s

o Alignment is critical to achieve outcomes Lean tip: Just-in-time learning/communicating

Result considerations

o Critical questions to ask:

ü  Who will receive the results? ü  Will individual data be confidential? ü  Will feedback be aggregated? ü  Can you see trends?

o Alignment is critical to achieve outcomes Lean tip: Mobilize the genius and form partnerships

Feedback coaching

o  Insight in the patterns o  JoHari Window conversation o  Individual development plan

Lean tip: Align process, mobilize the genius, form partnerships

Q&A

ROSS MECHAM | VIRGINIA TECH

Director for Organizational Development rmecham@vt.edu

JORDAN MENZEL | QUALTRICS

Employee Insights jmenzel@qualtrics.com