linking performance managment with kpis
TRANSCRIPT
Welcome,ThankYouforA3ending!March232016
7pmEDT
SPECIAL EVENT WEBINAR: Linking Performance Management with KPIs
Phil Holberton
• Youareinlisten-onlymode
• Youcanraiseyourhandoruseanemo0conusingtheiconatthetople5ofyourscreen.
Communication Instructions:
• TypetextintheChatareaandpressEntertosendamessageoraskques0onsatany0me.
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Meet Phil Holberton
PhilHolbertonhasmorethanfourdecadesofexperienceinfinancialmanagement,strategicplanning,businessdevelopment,opera0ons,leadershipdevelopment,andexecu0vecoachingforseniorexecu0ves.HehasbeenontheFacultyofGPSsince1996.
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1. OpeningComments2. OriginsofKPIs3. Strategic4. Financial5. Non-financial6. EmoNonalaspectsofKPIs7. Someclosingthoughts–whatyoushouldyoudonext
Webinar Overview:
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StrategicKPIs–Arewemakingprogresstowardsourvision?
PeopleKPIs–Arewelearningandgrowing?
ExternalKPIs–Howarewedoingintheeyesoftheoutsideworld?
InternalKPIs–Arewebuildingastrongfounda0on?
FinancialKPIs–Areweachievingtherightfinancialgoals?
Howshouldweapproachthisini0a0ve?
What We Will Learn
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Origins of KPIs – Our First KPI
Let’s examine more closely
Cogni0veEmo0onal
Developing KPIs as the Organizational Architect
BusinessDriversJudgmentQuan0fiableLaggingIndicatorsLeadingIndicatorsInputIndicators
PerformanceIndicatorsFinancialIndicatorsFeedbackQualita0veProcessIndicatorsOpera0onalIndicators
All Stakeholders Shareholders/Investors(Strategic,Financial,External,Internal&People)Customers(External,Financial,Internal)Suppliers(External,Financial,Internal)Communi0es(External,Financial)Employees(People,Internal,External)Others?
Shareholders/Investors (Strategic & Financial, + External, Internal, People)
BalancesheetCurrentRa0oReceivablesTurnoverInventoryTurnover
Profit&LossGrossMarginNetProfitReturnonEquity/Assets
GovernanceLeadingIndicatorsReputa0onMarketShareNewProductIntroduc0onsLi0ga0onRiskManagementIndependentDirectors
Strategic – (Strategic)
Employees-futureNewhirereten0onAveragerecrui0ng0meInternalpromo0ons%achievingsa0sfactoryappraisalCost/newhire
Employees-exis0ngTurnoverInternalpromo0onsOpenposi0ons/FTEsRevenue/employeeEmployeecensus/tenureEmployeeengagement
Employees (People)
CustomerService(Internal)HelpDeskResponsivenessServicecallabandonrateFirst0mefixrateWalk-inwait0meOn0medelivery
CustomerRela0onshipAverageAccountSizeReten0onPercep0onEngagementComplaintsResponsiveness
Customers (External, Internal, Financial)
Suppliers (External)
On0medelivery?Aretherealterna0vesuppliers?Dosuppliershavetherightbalancebetweencost,priceandvalue?Areweabletoworktowardscostreduc0onopportuni0es?Howwouldyougaugethefinancialviabilityofoursuppliers?Manymorewaystomeasure
Internal (Building a Strong Foundation)
IsourInforma0onTechnologystateoftheart?
Isourinternalbusinesssystemssuppor0ngourmission?
Dowehaveatransparenthumanresourcesystem?
Doweencourageinnova0onandnewproductdevelopment?
Dowehaveanactudeof‘wecan’?
KPI Steps
Using Emotional Attributes with your KPIs
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• Interest,curiosity • Agrac0on,desire,admira0on• Hope• Gra0tude,thankfulness• Joy,ela0on,triumph,jubila0on• Relief• Pride
• Alarm,panic• Aversion,disgust,revulsion• Fear• Anger,rage• Frustra0on• Embarrassment• Hate
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Why this is important fostering - collaboration
You are the Leader – Develop Your KPIs
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UnderstandyourpurposeformeasuringMapyourmeasurableresultsDesignmeaningfulmeasuresBuildbuy-intoyourmeasuresImplementthesemeasuresUnderstandandinterprettheresultsTransparentrepor0ngofperformancemeasuresReachforyourperformancetargets
• Takeafewstepsforward
• Iden0fyyourkeystrategicobjec0ves
• Engageyourorganiza0on–inspireinvolvement
• Bedisciplinedinyourpursuitofimprovement
• Findanaccountabilitypartner/coachtohelpyouforward
Some closing thoughts
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“Peopledon’tresistchange.Theyresistbeingchanged”
-PeterSenge(TheLearningOrganiza0on)
“FormeaningfulKPIsthataligntostrategy,engagepeopleandgetresults”
-StacyBarr–ThePuMP®Performance MeasureBlueprint
And more closing thoughts
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• BalancedScorecard–RobertKaplan&DavidNorton(Harvard)
• BalancedScorecardIns0tute–Cary,NorthCarolina
• StaceyBarr–ThePuMP®MeasurementSpecialist-
Australia
Resources and credits
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PleasetypequesNonsintheChatarea
General Questions?
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Contact Phil Holberton
@PhilHolberton
Additional KPI Questions & Webinar Feedback
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• BioinformaNcs
• DigitalMarkeNngandDesign
• Health&MedicalInformaNcs
• InformaNonSecurity
• ITManagement
• InstrucNonalDesign&Technology
• Project&ProgramManagement
• SoZwareEngineering
• StrategicAnalyNcs
• User-CenteredDesign
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BRANDEISGPSMASTER’SDEGREES
Thank You for Attending!
Formoreinforma0onaboutBrandeisGPSvisitourwebsite:hgp://www.brandeis.edu/gps/
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