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TPMG
The Performance Management Group LLC
Professional Services Overview
TPMG
TPMG
OUR OBJECTIVE
The Performance Management Group’s mission is to work with
our clients to measurably improve the overall performance and
operational excellence of work products produced within their
organizations. The results of our efforts are measured by:
1. Increased productivity.
2. Enhanced quality.
3. Improved cost effectiveness.
TPMG
We successfully integrate the strategy of a company with its day-to-day, operational objectives.
OUR APPROACH
Strategy
ProcessLeadership
Development
Performance Integration
Synergy
We successfully integrate the strategy of a company with the actions of its middle and frontline management.
We successfully develop and integrate management “people skills” and “operational excellence” practices.
TPMG
OUR APPROACH
Strategy
ProcessLeadership
Development
Strategy
Synergy
TPMG
OUR METHODS
Strategic Planning System
Translate Strategic Intent into Specific Operational Goals and Objectives.
Link Operational Goals and Objectives with Each Employees Function.
Ensure Alignment of Individual Effort with Strategy for Each Department.
Facilitate a perfect line of sight!
Additional Work Products:
• 18 – 24 Month Vision
• Annual Mission Statement
• Statement of Corporate Values
TPMG
OUR METHODS
Strategic Planning SystemBalanced Scorecard Model
Financial
What must we do to create sustainable economic value?
Customer Focus
Linking 4Key Business Perspectives
Internal Operations
What do our customers require from us and how are we doing according to those requirements?
To satisfy our stakeholders, what must be our levels of productivity, efficiency, and quality?
Workforce Performance Management
How does our employee performance management system, including feedback to employees, support high performance?
Establish Key Focus Areas
Define Critical Success Factors
TPMG
LINKING GOALS WITH STRATEGYKey Focus Area: Customer
Critical Success Factors
Metric Strategic Objective Attributes
Customer Loyalty Rolling Retention Rate as calculated by 1 – customer cancellations/month’s beginning customer base.
Achieve an overall average 80% Retention Rate by end of 3Q2009
Retention is a function of competitive pricing, telecom product features, and quality of service.
Executive Level
Department Head Level
Key Focus Area: Customer
Critical Success Factors
Metric Business Unit Goal Y=F(X)
Quality of Service First Call Resolution (FCR)Customer Hold times (ASA)
Achieve an average monthly 85% First Call Resolution by end of 3Q2009.Achieve an Average Speed of Answer of 20 seconds for 4 consecutive months by 3Q2009
1. First call resolution is a function of knowledgeable reps and quality of back office processes.
2. ASA is a F(X) of adequate prediction of volume, appropriate staffing, and quality supervision.
Management and Supervision
Level
Key Focus Area: Workforce Management
Critical Success Factors
Metric Operational Goal Attributes
Effective Supervision of Adherence to Staffing Forecast
Team adherence to staffing forecast (ADH).
Achieve Average service team adherence to schedule of 95% by end of 3Q2009
1. Adequate implementation of supervision/HR policies and operational maintenance/supervision of customer service operation.
TPMG
OUR APPROACH
Strategy
ProcessLeadership
Development
Process Excellence
Synergy
TPMG
OUR METHODSProcess Excellence
Creating Process Focused Organizations!
Dept.A
Dept.B
Dept.C
Dept.D
Company
Dept.A
Dept.B
Dept.C
Dept.D
The Customer
Product /Service Delivery
Figure 1Functionally Focused
Figure 2Process Focused
Functionally Focused Organizations Create:1. “Us-versus-them” relationships which can limit communication between departments.2. Departments too concerned with its own needs to meet the needs of external customers.3. Unmanaged gaps between departments that often disrupt the continuity of cross-functional work
processes.
Process Focused Organizations:1. Encourage relationships across functions.2. Base process requirements on internal and external customer needs.3. Promote teamwork to improve “shared” work processes.
TPMG
OUR METHODSProcess Excellence
Creating Process Focused Organizations!
TPMG creates and establishes:
1. Process requirements based on input from external and internal customers.
2. Key performance measures and indicators for process improvement.
3. Process feedback loops designed to achieve better performance.
4. A way to provide assistance to suppliers/partners to help them improve their overall performance.
TPMG
OUR METHODSProcess ExcellenceOutcomes and Results!
Cost decrease because of fewer deficiencies, fewer delays & snags, fewer errors & credits,less rework and better use of technology, materials and people!
Productivity Improves!
Capture the market with better quality & lower price!
Enhance Shareholder value!
Stay in business and provide more jobs!
ProcessExcellence!
Sets in Motion a “Chain Reaction!”
• Elimination of Rework.
• Elimination of Bottlenecks.
• Fewer Errors & Credits.
• Improved Cost Effectiveness.
TPMG
SERVICE OFFERINGSProcess Excellence
Select a customized offering to fit your specific needs:
• Continuous Process Improvement
• Total Quality Management (Malcolm Baldrige Criteria)
• Operational Excellence
• Six Sigma Service Excellence (Lean Concepts Included)
TPMG
OUR APPROACH
Strategy
ProcessLeadership
Development
Leadership Development
Synergy
TPMG
OUR METHODS
Leadership DevelopmentSkill Building!
Manager as CoachManagement by Fact
Metrics and Scorecards
“People Skills”“Critical Thinking”
“Performance Measurement”
Vital Management Skills for the 21st Century!
TPMG
OUR METHODS
Leadership DevelopmentSkill Building!
Manager as Coach
“People Skills”
Vital Management Skills for the 21st Century!
As a result of this workshop, your managers will bebetter equipped to:• Understand people and their motivations.• Examine the behavior of employees and their performance in new ways.• Develop solutions for performance problems.• Coach with the best of them!
TPMG
OUR METHODS
Leadership DevelopmentSkill Building!
Management by Fact
“Critical Thinking”
Vital Management Skills for the 21st Century!
As a result of this workshop,your managers will be betterequipped to:• Collect performance data regarding an issue.• Organize data to perform business analysis.• Present data graphically and conduct quantitative and qualitative analysis.• Arrive at a fact based conclusion regarding the
issue at hand.
TPMG
OUR METHODS
Leadership DevelopmentSkill Building!
Metrics and Scorecards
“Performance Measurement”
Vital Management Skills for the 21st Century!
As a result of this workshop, your managers will bebetter equipped to:• Account for quality, productivity, and efficiency of an operation’s performance. • Collect performance data and present data graphically.• Use statistical methods to analyze operational performance.
TPMG
OUR METHODS
Leadership DevelopmentWorkshops are:
RELEVANTPRACTICAL
EASY TO APPLY!
Important to the success of today’s
managers!
“Useful to managers at all levels” “Can be easily put into
practice immediately”
Vital Management Skills for the 21st Century!
TPMG
VALUE ADDED SERVICES
Strategy
ProcessLeadership
Development
Performance Integration
Value Added Approach:
Performance Improvement is a value added approach to a non-traditional consulting model. You can select one or the comprehensive package of consulting services for your specific business need.
TPMG Guarantee:
Services are guaranteed to be effective and affordable! Contact TPMG directly to discuss the TPMG ROI guarantee and the related fee structure.
Synergy
TPMG
CLIENT REFERENCES1. “The processes we created and implemented are working well! We have doubled our output without
increasing head count. We continue to measure performance and look for areas to improve intervals and quality.”
- Glenn Taylor, Vice President Service Ops. Logix Communications
2. “Because of TPMG’s efforts, we have eliminated many redundancies in our activities and the cost associated with them. Without reservation, I highly recommend The Performance Management Group.”
- Ken Snyder, President Dynegy Global Communications
3. "I was pleased with my overall learning experience. The course facilitator was an outstanding teacher. I felt like I received my money’s worth. I am already using my knew skills."
- Jack Dennis Director Facilities Management H-E-B Grocery Stores
4. "The instructor’s explanations of the foundations of Six Sigma and the use of quality improvement techniques were helpful, as were the how to’s on using quantitative analysis. The class participation exercises were done well. I felt the instructor had a broad range of practical and theoretical knowledge and responded well to class questions. I was pleased with the in-class use of the laptops and graphing and analysis exercises"
- Dave Houser Washington State Dept of Social and Health Services
TPMG
QUALIFICATIONS
For an extensive client list visit our website at: http://www.helpingmakeithappen.com/pages/151624
Our consultants are experienced professionals and average over 12 years of successful management, training, and performance improvement experience. Their years of practical business experience are supported by outstanding academic success in exceptional Masters programs which include, Business Administration, Human Resources, Organizational Behavior, and Organizational Communications.
Each consultant has been certified in Performance Management and Six Sigma Quality Improvement by TPMG and have achieved their certifications with distinction.
• For additional information, contact TPMG Consulting services at 602 728 0185.
