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manager\u2019s performance and \/ or that of the department.\u00a0 Use the four most important measures of success as the basis.<\/p>\nBusiness unit managers are under lots of pressure to perform, and occasionally are tempted to step over the line finding ways to look better than reality reflects.\u00a0 Of course, this has never happened to you, and you have never done this in your past.\u00a0 So we are speaking of a theoretical manager here.\u00a0 Of course.<\/p>\n
Here\u2019s a way to prevent such behavior and create a tool for organization \u2013 and transparency at the same time.\u00a0 Create a \u201cbalanced scorecard\u201d or single place to review a manager\u2019s performance and \/ or that of the department.\u00a0 Use the four most important measures of success as the basis.<\/p>\n
Financial perspective:<\/strong>\u00a0 financial statement showing key indicators such as revenue, expense, net income or other measures important to success.<\/p>\n Customer perspective:<\/strong> Ratings of customer satisfaction, statistics of customer retention, market share and even brand strength.<\/p>\n Internal process perspective:<\/strong> Measures of cycle time, response time, waste, purchasing effectiveness, and improvements and innovations.<\/p>\n Learning \/ growth perspective:<\/strong>\u00a0 Measures of employee satisfaction, employee turnover, employee education and skill advancement.<\/p>\n [Email readers, continue here…]<\/em> <\/span>\u00a0Having this information and sharing it with the manager(s) empowers everyone to come up with solutions to problems, emphasizes common focus upon strengths and weaknesses, and eliminates surprises when formally reviewing performance.<\/p>\n You\u2019d probably be doing many of these processes anyway, just not aimed at assembly into a single file or report for review by all.\u00a0 And this might be the prod you need to increase the quality and perhaps the quantity of customer and employee surveys.\u00a0 A real win for all.<\/p>\n","protected":false},"excerpt":{"rendered":" Business unit managers are under lots of pressure to perform, and occasionally are tempted to step over the line finding ways to look better than reality reflects.\u00a0 Of course, this has never happened to you, and you have never done … Continue reading