Thinking thursday performance measurement

2. www.croftcentre.co.uk Thinking Thursday www.linkedin.com/company/croft-centre Results or Performance? Tip 1 Result Indicator Performance Indicator Where we are We can act on it No idea how to fix it Leads to corrective action No one owns it Someone you can phone owns it

3. www.croftcentre.co.uk Thinking Thursday www.linkedin.com/company/croft-centre Tip 2 If you can’t learn from it or improve from it, don’t waste your time measuring it! It’s about driving your business What are your drivers?

4. www.croftcentre.co.uk Thinking Thursday www.linkedin.com/company/croft-centre Tip 3 Avoid Top Down Control Or you’ll find “hitting the target” becomes “missing the point”

5. www.croftcentre.co.uk Thinking Thursday www.linkedin.com/company/croft-centre Tip 4 Everyone should collect and manage their own data That way they own it, and will do something about it

6. www.croftcentre.co.uk Thinking Thursday www.linkedin.com/company/croft-centre Do have a balance Tip 5 Financial Utilisation of assets Customer Net promoter Profit/Relationship Environment/Comm unity Difference made Internal System outputs Employee Motivation Understanding Learning & Growth Increasing skills But align it to what counts in your business

7. www.croftcentre.co.uk Thinking Thursday www.linkedin.com/company/croft-centre Example Speed of Response Innovation One-stop-shop Press Association “Valued media to a dynamic audience when they want it how they want it”

8. www.croftcentre.co.uk Thinking Thursday www.linkedin.com/company/croft-centre First Questions then Indicators then more questions Example KPQ: To what extent are our staff engaged? Tip 6

9. www.croftcentre.co.uk Thinking Thursday www.linkedin.com/company/croft-centre Gallup Q12 survey tool – engagement simplified to 12 Qs 80,000 interviews, 400 companies 1.Do I know what is expected of me at work? 2.Do I have the right materials and equipment I need to do my work right? 3.At work, do I have the opportunity to do what I do best every day? 4.In the last seven days, have I received recognition of praise for doing good work? 5.Does my supervisor or someone at work, seem to care about me as a person? 6.Is there someone at work who encourages my development? 7.At work, do my opinions seem to count? 8.Does the mission/purpose of my organisation make me feel my job is important 9.Are my co-workers committed to quality work? 10.Do I have a best friend at work? 11.In the last six months, has someone at work talked to me about my progress? 12.This last year at work have I had opportunities to learn and grow? http://blog.vovici.com/blog/bid/18535/Employee-Engagement-Survey-The-Gallup-Q12

10. www.croftcentre.co.uk Thinking Thursday www.linkedin.com/company/croft-centre What is Key in any case? What is it that links your purpose to what matters to your customers? Tip 7

11. www.croftcentre.co.uk Thinking Thursday www.linkedin.com/company/croft-centre Don’t just count the easy things Tip 8 Measuring more is easy, measuring better is hard

12. www.croftcentre.co.uk Thinking Thursday www.linkedin.com/company/croft-centre Make them real time and visible Tip 9 TDR Disc Repair Service Interworks UK

13. www.croftcentre.co.uk Thinking Thursday www.linkedin.com/company/croft-centre Tip 10 Here’s the method 1. What’s our core purpose? 2. Hence, what matters most? 3. Hence, what do we need to measure? 4. How do we do that?

14. www.croftcentre.co.uk Thinking Thursday www.linkedin.com/company/croft-centre Your top pick?

15. www.croftcentre.co.uk Thinking Thursday www.linkedin.com/company/croft-centre Effective Strategic Leadership 29th November, Southampton Book at www.croftcentre.co.uk/thinkingthursday Our Next Thinking Thursdays… Building Teams That Deliver 13th December, Bournemouth

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18. www.croftcentre.co.uk Thinking Thursday www.linkedin.com/company/croft-centre £1,903 raised so far Supporting local charities… www.croftcentre.co.uk/donate

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