Previously we have looked at achieving the right balance to ensure:
- what gets measured gets managed and then….
- what gets measured gets better!
Along the way, and with your help, we looked at the need for a balanced view of performance, to make sure measures rewarded the right behaviours and the need for people to “own” the measures that are used in setting the targets they aim for.
But how do you create “ownership”? The challenge is that an approach to MANAGEMENT information is all about just “management”, right? Well, of course not! It’s about “delivering great customer experiences” and it’s about “being rewarded and recognised for the job that a Team Member actually does” to deliver great service to their Customers and Colleagues (as the case maybe).
At first glance, measuring workloads might appear to be the Manager’s job. However, our experience from rolling out the eg operational intelligence® suite to 41,000 users around the world, shows that the key every time is to make sure you involve the team being measured. Rest assured everyone has a view, whether they choose to share it or not! So to make sure you set plans and targets that people can see are fair – they need to know where the measures came from.
Secondly, “ownership of the measures” means more than just being fair to everyone. They must cover the balance people need to achieve to demonstrate “this is what good looks like”.
This is why eg recommend:
- measuring the process, not the person
- reflecting “what good looks like” by measuring “quality” and “quantity”
- allowing for development/training time (“earned” time for skills)
- including appropriate rest and relaxation
- ensuring customer delivery targets are set
As one case handler said to me: “Now I know that my Team Manager knows I am doing the right thing, in the right way, when it’s needed.”
Do you agree with this approach of creating “ownership” in teams? Perhaps you have some hints and tips you can share following your own experiences? Leave a comment here, SMS to +447785 290346 or email me: andrewbaker@eguk.co.uk.
Finally, have a look at Jane Mayhew’s blog (below) at what engaging people can look and feel like and the benefits it brings.
Next time, I’ll look at “leadership” using eg operational intelligence®. Look forward to hearing from you in the meantime!
February 26th, 2010 at 11:39 am
Hi
I discovered eg’s website when researching tools that could help my concern improve the Management Information we produce in order to help leders make operational decisions.
My first impressions are that you take a multi-dimensional view to Management Information which is very interesting.
There appears to be a view that Management Information should only be about the information and as explaned, it needs to be much more than that if you are to gain commitment from staff members and leders. From the development of the measures, to the involvement of staff in producing them, to presenting the information it is all important in order to achieve the right result.
Many operational leders should take a step back I think and take time to rethink their methods. These are refreshing ideas to help deliver the service we all aim for.
hilsen
Kjetil Heinriksen