Human Resources and Training
Managing Performance: Setting KPIs, Tracking Progress and Providing Feedback
Why Attend
This course addresses the three cornerstones of excellent performance
namely, the right set of Key Performance Indicators (KPIs), the proper
means of tracking progress and the most effective methodologies for
intervention and feedback. By learning how to skillfully handle each of
these tasks, team leaders, supervisors or managers will be able to
directly and positively influence performance in their units, sections,
or departments.
In this course, participants will learn how to
set the right KPIs and align them to the organizational strategy. They
will also learn how, and how often, these KPIs should be reported. In
this regard, participants will be exposed to a variety of dashboards and
scorecards which are considered best practices. The course will then
explain to participants how performance feedback should be provided so
that recipients are motivated to bridge the performance gaps they have.
Course Methodology
The course uses a number of workshops to demonstrate how effective
KPIs are formulated. The workshops are team based and use a customized
approach that provokes the thought process for KPI development and
monitoring. In addition, the course relies on the use of behavior
modeling and role plays to demonstrate how and when effective feedback
should be provided.
Course Objectives
By the end of the course, participants will be able to:- Explain the components of a comprehensive strategy and the role of each
- List the main criteria for measuring performance and use them to plan and manage the performance of others
- Design reporting mechanisms which are critical for measuring progress and use them to track performance and determine critical deviations
- Provide effective feedback as a means of dealing with individual performance gaps and as a tool for effectively addressing all unfavorable changes in performance
- Determine when to coach and when to counsel and then do so based on a thorough understanding of performance gaps and their root causes
Target Audience
All managers and senior professionals who are involved in
influencing, formulating or supporting the performance of others, as
well as those who are responsible for linking, measuring and improving
the performance of the organization, including strategy or performance
management professionals, balanced scorecard course managers, business
unit and department managers and business analysts.
Target Competencies
- Formulating KPIs
- Performance monitoring and reporting
- Critical questioning
- Active listening
- Providing constructive feedback
- Coaching and counseling
Course Outline
- The annual strategy cycle and its major phases and components
- Various types of analyses
- Vision and mission
- Critical Success Factors (CSFs)
- Using CSFs to translate strategy to operations
- Performance criteria
- Analyzing CSFs in order to extract the three main performance criteria
- Key Results Areas (KRAs)
- Core competencies
- Core values
- How KRAs are cascaded to the business level
- Using KRAs to extract KPIs
- Types of KPIs
- Behavioral indicators and their link to core competencies
- Goals, Objectives and Targets (GOTs): the main differences
- Using GOTs to develop measures and KPIs
- Why SMART objectives are not SMART!
- Analyzing CSFs in order to extract the three main performance criteria
- Performance tracking and reporting
- The use of balanced and unbalanced scorecards
- The use of dashboards and snapshot reporting
- Compound versus concrete KPIs: The use of indexes to summarize KPI reporting
- Performance gaps: the difference between a gap and a drop in performance
- Performance gaps: determining the need for coaching
- Providing feedback for improved performance
- Feedback: how different is it from opinions, evaluations and appraisals
- Feedback versus appraisals, assessments and evaluations
- The cornerstones of effective feedback
- Types of feedback
- Motivational feedback and its benefits
- Formative feedback and how it should be delivered
- Transforming negative feedback to positive feed forward
- The skills for effectively providing feedback
- Active listening, questioning and feed forward
- Coaching and counseling
- How counseling can act as a double edged-sword
- Feedback: how different is it from opinions, evaluations and appraisals
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