One of the key drivers for business success is management’s ability to effectively manage the performance of individuals and teams. Managing performance is driven by the gap between where our people are now and where we want them to be!
Whilst it sounds quite simple in theory, in practice it can be tricky to get the balance right across the following drivers. Each of these five drivers are critical and requires both you and your people to understand the vision for the business and the role you/they are required to play in achieving this.
1) Set the standards and agree goals, targets and expectations.
Make these SMART goals i.e. Specific, Measurable, Achievable, Realistic, Time Bound and Agreed.
2) Manage the quality of the work.
Achieving high quality does not happen by accident. The process must be properly managed to achieve quality standards.
3) Measure and monitor that work on a regular basis.
It is no good setting SMART goals without taking the time to measure and monitor how the person is doing. Performance can’t be improved if it wasn’t measured in the first place, so make sure you have targets and measurements in place, even when performance is good.
4) Develop your people through coaching, mentoring and training.
If things are going to change then we need to make sure that the gaps identified above are dealt with in a proactive manager.
5) Select the right tools, techniques and resources to achieve the above.
When targets are fair and achievable, all resources are available and staff are fully trained, under-performance is most likely due to disengagement, and disengagement results directly from a lack of accountability.
From experience, many managers are good at following step one to three. If you are a billing manager, steps four to five can be time consuming and can fall by the way side! If we are going to see improvement and positive change, we must make the time to ensure that there is a focus on all five drivers!