Using Strategic Performance Management to Define and Achieve a Goal

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Review the relation between team performance and strategic objectives

Team Performance- Every organization or business develops various teams that can help them to focus and work efficiently in achieving the team goals which at the end help the organization to be successful in terms of achieving their objectives. Team performance in simple terms is the performance of the individuals comprising the team to achieve any set goals or targets.

Strategic objectives- Strategic objectives are the targets that are set by the organization for a certain period of time to measure their performance, find out the areas of improvement, to set measureable goals which in turn helps the organization in successfully achieving their business strategy of being successful. Strategic objectives always targets on the greater profits and return for the company as well as for the stakeholders and also tends to ensure that it covers the mission and vision statement of the organization.

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Link between Team performance and strategic objectives- In any organization or business the success and the achievement of the strategic objectives are directly linked with the performance of the respective teams. These team focus on the key functional areas which help the organization to be functioning effectively. If we take example of an organization who aspires to be world class customer service provider, then their objectives will set to provide timely response and service to customer, no wait time for customer for resolution and effective communication skills by the employees. Now we can clearly see that these objectives are dependant of how the team performs who are responsible for various aspects of the customer service. The strategic objective not only help and motivates the team to performance towards achieving the goals but also ensure that they will be rewarded upon achieving the objectives.

Tools and techniques required for setting team performance targets

Setting targets is one of the most critical aspects of the management in any organization. Setting targets gives and overview about the time it would take to achieve certain objectives. In order to set team performance targets there are some tools and techniques that can be utilized.

Tools and techniques for setting performance targets are as follows:

First technique that can be utilized is to set performance benchmarks ranging from low, average and good when compared to previous performance and similar business organization.

Secondly, performance targets can also be set by reviewing the performance trend of the team for a particular period of time and measuring it with it contribution towards achieving the organizational targets and goals.

Third method is continuous monitoring and keep on setting targets and motivating the team to achieve them to get rewarded either by extra incentives or additional benefits.

Follow appropriate key performance indicators will not only help to set team performance targets but also help to set individual targets for the people.

Measurement of future team performance through performance tool

As we discussed about the tools that can be utilized to set team performance targets, their values increases when we try to assess them to check on the future performance of the team. Without measuring the current performance of the team, no company will be able to determine the performance that will be expected in future from the team. As the saying goes- Our future depends on what we do now.

Through the team performance tool we are setting targets for the team which reflects the goals and objectives of the organization and the effort that needs to be put in to achieve these objectives. The team performance tool helps to analyze the performance expected from the team in future. For example if the sales team was unable to achieve the sales targets, by utilizing the performance tool, we can measure the performance that will be required from the team in future to achieve the goals.

Outcome 2. Team performance contributes towards achieving strategic objectives

2.1 Analysis of required team performance based on current performance

The future performance that is expected from the team can only be indentified based on their current performance and the baseline set from these performances. Through the current team performance, we will be able to analyze the areas of improvement and then it will help to develop appropriate strategy to tackle theses areas. These strategies will be incorporated in targets of the team which is set for their performance in future. If the team is unable to achieve the targets currently which in turn effects the objectives of the organization, we can set a targets in future which ensure that these objectives are achieved as we have set a benchmark against the current performance.

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For example- If the organization’s objectives is to deliver good customer service, then the team responsible for resolving customers issue should be most important. Based on this team performance we will be able to understand as to how many customers are satisfied with the service provided. If customers are not happy that means all the area of improvements needs to be found out and appropriate measures needs to be taken to minimize these issues in future.

2.2 Importance of individual commitment in achievement of organizational objectives

As if now we understand that the team performance is essential in the achievement of the organizational objectives, but we also need to understand that when we speak about a team, it comprises of individuals who have different mindset and method of approaching issues and work. Team performance is completely based on how committed individuals are in the team and how they are working together towards achieving the objectives. Effective team work is based entirely on the performance of the individuals part of the team. In order to achieve this, individuals should be encouraged to understand the objectives and mission of the organization so that they realize that there performance in critical in the success of the organization.

Organizational Objectives

Team performance and targets

Individual 1 having certain responsibility

Individual 2 having certain responsibility

Individual 3 having certain responsibility

Individual 4 having certain responsibility

From the above flow chart we can clearly understand that every individual is important for achieving the team performance target and in turn the objectives of the organization hence encouraging each of the individual will ensure that the process flows towards success.

2.3 Relation between mentoring, coaching and delegation

We have already covered the importance of team performance and individual commitment in achievement of the organizational objectives. How an individual can be made committed towards giving good performance if they are not motivated enough at work. The three aspects that can help in achieving this are: Delegation, Mentoring and Coaching

Mentoring

Coaching

Delegation

Organizational objectives

If we look above at the chart, we can see that see that even though all the three aspects are different from each other and hold different importance in achieving organizational objectives but at the end they all are inter-related.

Delegation is one of the methods that can help to encourage the team members in enhancing their performance and also making them understand that they are an integral part of the team and also eligible to take responsibilities. Delegating responsibilities aligned towards achievement of the team goals and targets will enable to the team on the whole to contribute towards achievement of the organization goals.

Mentoring and coaching are the other two aspects which helps to develop leadership qualities in individual which makes them understand the importance of achieving objectives. Every individual have their qualities that can contribute towards the achievement of the objectives, hence through mentoring and coaching these areas can be enhanced that will not only help the individual on personal basis but also organization gets benefited.

Once a team is delegated with responsibilities that is important for the team, the mentoring and coaching comes into picture as the team members needs to understand the concept and importance of the responsibility and how it will have an impact on the performance of the team as well as organization.

2.4 Evaluation of Team performance plan

Team performance is comprehensive plan that helps to estimate the performance expected from the team, indentifies the methods that can adopted to achieve the performance and measure the performance levels in achieving organizational objectives, and also helps to develop appropriate guidance and direction plan for the team.

In a team performance plan, a team goals or objectives is determined, after than performance measurement and methods to achieve the goals are set and it at last it mentions the time that will be required to achieve the goals.

Example of a team performance plan for customer service department (based on individual performance):

Team performance objectives

Performance measurement

Team member name

Performance Rating

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Time required to achieve the target

Method of improving to achieve the objectives

Provide excellent customer service

Performance to be measured with the top calls of the teams

Individual 1

Encourage to listen to calls which have been kept as the benchmark for the customer service calls.

Excellent Communication skills

Performance to be measured against standard call rating communication skills.

Individual 1

Encourage the individual to attend the communication skills training to work on the areas of improvement.

One call resolution

Performance to be measured against the kind of resolution provided based on the issue

Individual 1

Provide the detail resolution available for various call scenarios for the individuals and example calls.

Avoid unnecessary wait time and hold time

Performance to based measured based on amount of time taken to complete the call.

Individual 1

Help the individual in communicating with the customer while finding the resolution of the issue (helps improving communication as well as reduced hold or wait time).

The rating will be given based on a scale of 1 to 5 where :

1= Poor

2=Average

3= Good

4= Very good

5= Excellent

And the time period of the achieving the target can be based on either number of days or weeks based on the choice of team Manager. The above table shows the team performance plan which has been set for every individual of the team to ensure that the overall team achieves the organizational objectives.

Outcome 3. Monitoring actions to improve team performance

3.1 Monitoring team performance

When it comes to achieving organizational objectives, till now we have see the importance of the team performance, setting performance targets and importance of individual commitment, but we should not forget that in order to ensure that the required objectives are met, regular monitoring if the team performance is critical. Performance monitoring not only helps to determine the future of the team but also to determine the areas that needs attention. In order to avoid pitfall, it is always essential to monitor team performance in a regular interval as well as at the year end to get the overall picture of the performance.

Process for monitoring team performance should first start at individual level. Every individual of the team should assess their performance against the targets set by the team and try and find out their own areas of improvement. In this case the issue comes at the end, once the areas of improvement has been recognized, individual training and coaching can become difficult hence to ensure that the individual is getting support to tackle this issue, they should be paired with another individual whose is skilled in that area (this process is not followed in every organization).

The next step for monitoring the performance lies in the hand of the quality department of the organization as they are responsible to ensure that the quality is achieved by each and every team. They can regularly monitor the work on the team and give them feedback to improve on any areas of concern. In every organization quality department has been successful in ensuring that the team is performing as per the organizational standards. In order to ensure that the entire team is aware about the steps to tackle certain situation, the quality department should make sure that there is a formal notice sent to inform every member about the resolution (this process is not followed in every organization).

The last step in the process is monitoring the team performance on overall basis. This is usually done by the supervisor or the managers of the department. In this part they not only check on the individual performances but also the overall performances. At the end of the monitoring the individuals whose performance has been exceptional should be rewarded and then remaining should be encouraged to perform better to ensure achievement of team targets. (this process is not followed in every organization).

Review Current performance

Set desired targets for the team aiming towards strategic objectives

Keep the team aware of the standards and start monitoring performance

Team performance monitoring (Individual basis or self monitoring)

Team performance monitoring (Quality department)

Team performance monitoring (by supervisor or manager of department)

3.2 Review team performance against set objectives

We had set team performance objectives in our plan in the earlier section, now we will review the team performance against the objectives. The below table includes the data:

Team performance objectives

Team member name

Performance Rating (Yes for good performance and No for needs improvement)

Provide excellent customer service

Individual 1

Individual 2

Individual 3

Individual 4

Yes

No

Yes

Yes

Excellent Communication skills

Individual 1

Individual 2

Individual 3

Individual 4

Yes

Yes

No

No

One call resolution

Individual 1

Individual 2

Individual 3

Individual 4

No

Yes

No

No

Avoid unnecessary wait time and hold time

Individual 1

Individual 2

Individual 3

Individual 4

No

No

No

Yes

Now if we take a look at the above data, we can clearly see the following results for the set objectives:

Provide excellent customer service- 75% of the team has performed as per the targets set and remaining 25% needs improvement.

Excellent Communication skills- 50% of the team has performed as per the targets set and remaining 50% needs improvement.

One call resolution- Only 25% of the team has performed as per the targets set and remaining 75% needs improvement.

Avoid unnecessary wait time and hold time- Only 25% of the team has performed as per the targets set and remaining 75% needs improvement.

Based on the above data we can see that the team performance is very poor and not close to achieving the team objectives. The team will have to understand the importance of their objectives and performance. Based on the team performance plan, the performance developed method will need to be implemented to get the performance as per the set standards and targets.

3.3 Impact of team performance on strategic objectives

Team performance has a huge contribution in meeting the strategic objectives. Teams are the driving force that keeps every organization functional. This team can be at operational level, managerial or even a project team. But all these team performances are linked with each other and the outcomes of these performances will be as expected when all the members of the team work together.

Every team member should be aware not only about their individual team targets but also the objectives that have been set by the organization. They should always remember that even though they will achieve their team targets and performance, it will still have room for improvement and impact on the overall organizational strategic objectives. Team performance moves the organization a set closer to achieve their strategic objectives. Organizations functions on performance and productivity and both these aspects are directly related to the teams involved in the organization. Hence in simple terms we can says that different teams and their performance are the pillars on which the strategic objectives of the organizations are set, even one pillar moves, the organization gets directly effected.

Outcome 4. Application of skills towards personal interactions

4.1 Methodologies that increase the individual commitment

This section deals with the influencing and persuading methodologies that can help in gaining commitment of the individuals towards a course of action. We already know the importance of individual commitment towards achieving objectives hence the influencing and persuading is very critical aspect. These methodologies helps in changing an individuals action without using any official power or authority. Now for example, one the team member is not performing good when compared to others then the following methods can be utilized:

First by giving compliments on the time the performance of the individual has been good as per standards.

By first questioning the reason behind the lack of performance

By asking if there are any changes in the department that they are looking which is effecting their performance

By creating need for development of self esteem

By showcasing the importance of being popular due to performance

By trying and comparing the performance of the individuals to others to find the areas that needs improvement.

Try and implement training and coaching sessions that can help the individual to enhance their performance.

To make the individual understand the importance of their commitment towards the overall goals.

By creating reward and recognitions sessions to boost their esteem.

4.2 Impact of individual dynamics, interests and organizational politics on securing commitments

This section will deal with the impact of individual dynamic, interest and organizational politics on securing commitments of individual towards any action.

Individual dynamics and interest have a huge impact on their commitments towards any course of action. Every individual is different, their interests are different and so do their approach towards any situation or work. If an individual understands the importance of his performance and the work involved, they will be fully committed towards achieving it but if an individual has no understanding or interest, the same will show on his performance. It is the responsibility of the individual to understand their area of interest and the work they are interested in, as this will help them to enjoy the work they do and in turn help the team performance as well.

Organizational politics is many occasions is very negative in nature. Individuals get impacted with these politics a lot as they think the people in management and team are cunning, ready to manipulate any data and not give proper credit for the performance put forth by the individual. Individuals will have to understand the organizational politics is necessary to create a balance in the organization, to avoid unnecessary conflicts and to reduce ambiguity. The most important impact that organizational politics can have on an individual’s commitment is through making that person more popular and well known in co-workers. Once an individual understands that there are many people who admire their work and aspire to be like them, they get committed towards their work and performance.