Hot Team – Performance Management
Business and staff performance measurement and monitoring is, many believe, the cornerstone to enabling continuous improvement in any business. In any event, if you are reading this you probably have an interest in doing so, regardless of what others think.
But to get started, from scratch, is an unenviable task. The why, when, who, what and how questions hit you in the face from the start. Actually, it can be relatively straight forward if you have a system that you believe will work and the common sense to identify what your (and your business) objectives are.
The system could be a spreadsheet or a notebook. But these have little rigour and even less ability to communicate with others. Hence Hot Team and the Performance Module. This is an online solution, available to everyone, anywhere, any time.
It solves the problems of How, When and Where. It even has some sample objectives which can help you with the What.
The only decisions you really have to make are Why and Who.
Some links to help:
The Performance Module (PM) is based upon Staff, Teams, Objectives and Measures (or Performance Levels).
There are also some basic settings some of which are set during configuration and some in Staff records.
1. Seniority – this is set in the Staff Record and applies to the PM and the Staff Events page. In principle, higher seniority lets you see more staff records. So, if you have seniority higher than your colleague you can view their performance details – assuming they are in the same Team and that you have authority to view/edit performance data.
2. Seniority for HR and Administrators – if you have an HR person then they could have their seniority set to a value above 90 – this will let them see data for all staff in any team, except themselves. A seniority of 100 – for administrators – allows those users to see everything.
3. Teams – every member of staff is in a Team. Only a team member with a higher seniority and authority to view performance data, can see your performance data.
4. Objectives – the PM encourages you to use SMART objectives and includes space to allow you to specify in what way an objective is SMART. Objectives can be applied to one or more members of staff. An objective that is applied to a member of staff can be termed a ‘staff objective’.
5. Templates – an objective template is simply a collection of objectives. A template of objectives can be applied to a member of staff in one step rather than having to apply each of the objectives one by one for every member of staff.
6. Measures or Performance Levels – a measure is a single recording of a performance achievement. Measures in the PM are always integers of low order e.g. (1,2,3), (1,2,3,4,5). It is possible to have more but that would be overkill, IMHO. The system allows for a legend to be displayed at the bottom of the performance grid.
Each objective has a name, description and attributes for simple, measurable, achievable, realistic and timely. These attributes are designed to encourage objective designers to make their objectives SMART. Whilst there may be other ways to ensure good objectives, this is both a simple and widely accepted method. You don’t have to use the attributes if you don’t want to.
An objective does not have an intrinsic measurement scale. Each objective can be measured using the measures described above e.g. (1,2,3,4).
An objective can be edited, though this might not be a good idea as the original intent might be lost through an inadvertant update.
KPIs – a special group of objectives. KPIs are reserved for overall business performance rather than an individual’s performance. KPI’s are owned by a designated member of staff and can only be measured by that member of staff, usually a principal or director.
KPIs are shown on every page of performance data and are there to remind all member of staff that their personal performance directly influences the scores allocated to each KPI. KPIs are added to the objectives just like other objectives but the type must be set to ‘KPI’. We would suggest that there might be 6 KPIs though your business may prefer a different number. A suggested list might be:
– Staff Turnover %
– Diagnostic Ratio %
– Number of Active Clients per FTE Vet
– Number of Pet Health Club members
KPIs should be allocated only to one member of staff so as to ensure only once of data entry. Regardless of who is allocated KPIs they will always show the latest performance value.
A template is simply a list of objectives. Editing a template allows adding and removing objectives from a list. You cannot add KPIs to a template.
In the PM higher order integers mean better performance, e.g: 1 = poor; 2 Development Needed; 3 = As Expected.
In some instances you might need to determine what number applies to what natural level of performance. For instance, if your target revenue is exceeded, you might give that a score of 3. If revenue underperformed by between 0 and 10% you might give that a score of 2, and worse than 10% under a score of 1. This is what we call a local rule and is not controlled in the PM.
Measures can be added to each staff objective as many times as necessary and at any interval.
Measures cannot be edited – in the event of an error a new measure should be recorded saying why the previous one was in error. This is to prevent subsequent changes – a bit like medical notes.
Adding Objectives To Staff
Objectives can be added to a member of staff one at a time or by choosing a pre-configured template. For many roles it may be perfectly acceptable to have a role based template and assign that template to each member of that team. Subsequently, individual objectives can also be assigned.
Objectives can be deactivated on a per member of staff basis and these are then excluded from the performance page. They can also be Activated again if necessary.
An objective can itself be deactivated – this action would immediately remove it from all members of staff.
Adding Performance Measures To Staff Objectives
The performance page is individual to each member of staff. On first display, the only option is to choose a member of staff (you can only see staff member within your own team and who have lower seniority.
After staff selection, the current list of Active objectives allocated to the member of staff is displayed in a grid.
To the left is a button labelled ‘ADD PM’ meaning ‘add a new performance measure’. Click to get the form for adding a measure and fill in the details. The only required field is the score itself. The score must be an integer between 1 and the maximum score for your
After a performance measure has been added, the performance page is shown again. You will see the Performance Total (PT) will be updated to take account of the new score.
The PT is calculated by taking the sum of the scores and dividing by the maximum score possible x 100 – to give a (rounded) percentage.