“Strengthening Your Corporate Infrastructure”

FCEDA – Procurement Academy

May 11, 2011

Presented by: Jeff Parks and Ellen Gray

Performance Breakthroughs, Inc. www.performancebreakthroughs.com

What is a High Performance Organization (HPO)?

• The best it can be

• Has all required elements

• All elements are integrated with each other

Change

Management

&

Implementation

Change

Management

&

Implementation

Performance

Measures

Performance

Measures

CustomersCustomers

Vision & Strategic PlanningVision & Strategic Planning LeadershipLeadership

Employee

Commitment

Employee

Commitment

Employee

Competence

Employee

Competence

Change

Management

&

Implementation

Change

Management

&

Implementation

Change

Management

&

Implementation

Change

Management

&

Implementation

Performance

Measures

Performance

MeasuresPerformance

Measures

Performance

Measures

CustomersCustomersCustomersCustomers

Vision & Strategic PlanningVision & Strategic PlanningVision & Strategic PlanningVision & Strategic Planning LeadershipLeadershipLeadershipLeadership

Employee

Commitment

Employee

CommitmentEmployee

Commitment

Employee

Commitment

Employee

Competence

Employee

CompetenceEmployee

Competence

Employee

Competence

Property of: Performance Breakthroughs, Inc. - 2 -

How Do You Achieve a HPO?

Property of: Performance Breakthroughs, Inc. - 3 -

Strategic Management System Organization Pain/Gain Vision/Strategic Plan Strategy Map Balanced Scorecard Performance Metrics Strategic Initiatives

Leadership Training Change Management Process Improvement Coaching Communications Collaboration

Motivated Employees

Selection (Right People) Recognition & Reward Preparation Commitment

Where We Invest Our Time

Property of: Performance Breakthroughs, Inc. - 4 -

Operating Improving Creating Middle-Level

Leaders

Operating the System Improving the System

Create Frontline Service

Providers & Support Members

STAFF MANAGEMENT LEADERSHIP

Operate Creating the Future Executive

Leaders Improving the System

Source: City of VA Beach w/Quality Learning Systems, Inc.

Types of Organizational “Pain”

Property of: Performance Breakthroughs, Inc. - 5 -

Employee • Accidents &/or absenteeism • Attrition of key employees • Job dissatisfaction • Poor morale • Disciplinary actions • Decreased motivation & commitment • Fatigue, confusion, burnout

Customer

• Poor/weak deliverables • Dissatisfied customers • “At Risk” customers • Lost customers/referrals • Bad word-of-mouth press • Poor reputation

Process • Rework • Poor implementation (new technology

or service) • Fuzzy/changing strategic direction • Rapid, unplanned growth • Poor communications • Tense work relations • No trust / sabotage

Financial

• Diminished work quality & quantity • Poor profit margins • Missed market opportunities • Lawsuits

FINANCIAL

PROCESS

CUSTOMER

EMPLOYEE

Customer Delight

Property of: Performance Breakthroughs, Inc. - 6 -

GONE SEARCHING

SEARCHING

AT RISK

AT RISK

AT RISK

LOYAL

LOYAL ADVOCATE

THE

OU

TCO

ME

THE EXPERIENCE

Dissatisfied Satisfied Dazzled

Expectations Not Met

Expectations Met

Much Value Added

Adapted from: 1996 Performance Research Associates, Inc.

Performance Equation

Property of: Performance Breakthroughs, Inc. - 7 -

= PERFORMANCE

High Performance Organizations invest in this systemic approach to improving performance.

Selection:

Select the right

employees +

Performance

Expectations: Clear &

detailed

+ Performance

Feedback: Timely &

specific

+

Environment: Physical,

Emotional, &

Risk

+ Motivation: Recognition

& Rewards +

Skills /

Knowledge: Training

+

Six (6) Critical Elements for Success in Managing Change

Property of: Performance Breakthroughs, Inc.

Success Urgency Resources Incentives Capabilities Action Plan Vision + + + + + =

Urgency Resources Incentives Capabilities Action Plan Vision

Lacking + + + + + =

Apathy Urgency Lacking

Resources Incentives Capabilities Action Plan Vision + + + + + =

Anxiety Urgency Resources Incentives Capabilities

Lacking Action Plan Vision + + + + + =

Restraint, Resistance

Urgency Resources Incentives

Lacking Capabilities Action Plan Vision + + + + + =

Frustration Urgency Resources

Lacking Incentives Capabilities Action Plan Vision + + + + + =

False Starts Urgency Resources Incentives Capabilities Action Plan

Lacking Vision + + + + + =

Original Source: Unknown. Adapted by PBI.

- 8 -

Confusion