The Personal Performance Plan Making it work in Services Northamptonshire

The Personal Performance Plan

Making it work in Services Northamptonshire

Objectives

• Identify the implications of the Service Plan for your objectives

• Set your own objectives• Define the competencies you need to help achieve

your objectives• Identify personal issues and values of the County

Council• Identify ways in which you can develop your

competencies• Implement and operate the PPP

Objectives - Four Types

• Intent• Direction• Result • Task

Intent Objectives

• Set the framework in which all other objectives operate

• Also known as aims, purposes or missions

• Often found in business/service plans• Can set the context for individual jobs• Give a broad idea of what is intended

Intent Objectives

• “To provide an efficient and friendly service to customers”

• Terms commonly used include : ‘efficient’, ‘friendly’, ‘maximum’

• Difficult to define• Use and relevance to PPP?

Direction Objectives

• Contain broad statements of movement • e.g. ‘Increase’, ‘Decrease’, ‘Improve’,

‘Reduce’• Provide a precise context in that they

suggest a change• Do not state how great the change will be• Use and relevance in PPP?

Intent and Direction Objectives

• Both types of objective are vague…

• …but, they provide context and an idea of what individuals have to do

To provide a happy Christmas and increase joy

Results Objectives

• Provide precise evidence that objectives of intent and direction have been achieved

• State precise result, date etc• Results must be measurable• Use and relevance in PPP?

Confusion may arise…

• Difference between results and tasks?

• Result = something you achieve

• Task = something you do

Task Objectives

• Describe an activity or task to be undertaken by a certain date

• e.g. ‘Complete a programme of customer care training by year end’

• Simple to set - state what is to be done and by when

• Do not state why undertaking the task

Common Errors include...

• Setting task objectives when you mean to set a result objective

• Not devising appropriate measures

Results……...…Task

• To make sales to 100 customers by the end of July

• States what has to be achieved and gives a reason

• To make contact with 100 customers by the end of July

• States the activity

Example Objectives

• Intent : To maximize productivity• Direction : To reduce the number of

customer complaints• Task : To install new computers by March• Results : Ensure no more than 5

customers cancel their contract next month

Activity

• Produce Intent, Direction, Result and Task objectives that will be used to guide and measure the way you communicate with your staff about the new Service Plan

Six types of performance measure

• Quality• Speed• Dependability• Flexibility• Cost • Volume

Quality

• Level of customer complaints

• Mean time between failures

• Customer satisfaction score

• Number of defects ‘No leaks so far…’

Speed

• Customer query time

• Frequency of delivery

• Actual v. theoretical throughput time

• Cycle time

Dependability

• %age of tasks completed late

• Average lateness of delivery

• Mean deviation from promised arrival

• Schedule adherence

Flexibility

• Time needed to develop new products/services

• Time to increase activity rate

• Time to change schedules

• Time to introduce new procedures

Cost

• Variance against budget

• Utilization of resources

• Added value• Efficiency• Cost per operation

hour‘This job costs how much?’

Volume

• Numbers produced• Customers served• Amount completed• Transactions made• Queries answered• Quantity processed

Importance and Performance

• This may help…when prioritizing• How important is your

objective/goal/task to the organization?• How good at the job required are you?• Do you need to change?• What about statutory functions - does

this apply?

Importance - Performance Matrix

High

Performance

Low

Low Importance to the High organization

Wasted OK

Effort?

Why Problem?

Bother?

Activity

• What are the implications of the Importance - Performance matrix for Directorate, Unit and Personal objectives given the Best Value agenda?

• Which objectives are you fully equipped to meet?

• Where do you need to change?

The Service Plan

• What are the implications of the Service Plan for unit and personal objectives?

• Does it give Intent, Direction, Result or Task objectives?

• What type(s) of objectives do you need to set?

• What performance measures will you use?

Objective Setting

• What are the ‘rules’ that should guide the way you set objectives?

Well, it’s one way….

Activity

• Devise two personal objectives for the next 12 months based on the Service Plan

Competencies

Knowledge

Skills

Will

Experience

Activity

• Identify the levels of competencies and the personal qualities needed to enable you to achieve your objectives

Developing Competencies and Qualities - Activity

• Based on your experience, which methods of developing competencies and qualities are most effective?

• For you?• For your staff?• What can you do yourself and what

support do you need?

PPP - Implementation

• What is the existing experience?

OR

Activity

• Devise your personal/team PPP implementation plan

• What might go wrong?• Who might be ‘difficult’?• How will you measure progress?

Activity

• What Knowledge and Skills are essential to successfully implement and manage the PPP system?

• How could you best develop them?• What do you need/want from Martin?• What do you need/want from senior

managers?