Performance Improvement Strategies

PERFORMANCE STRATEGIES

1. What is performance?  Positive outcome
2. Who is responsible for performance? Everybody
3. How to achieve performance.
• Critical performance gaps
• Critical success factors
• system change
• Training
• Motivation
• Authority
• Resources
4. Linking efficiency to performance.
5. Linking strategies to performance
• the right and wrong strategies
6. Marketing performance Strategies
7. Operational performance Strategies
8. HR performance Strategies
9. Financial Performance Strategies
10. Corporate Performance - Strategic Performance

What does a performance analyst do? Here's a list of some of the things you maybe doing as part of a performance analysis:

Interviewing CEO and key departmental heads

Reading the annual report / critical performance gaps

Chatting at lunch with a group of customer service representatives

Reading the organization's policy on customer service, focusing particularly on the recognition and incentive aspects

Listening to audiotapes associates with customer service complaints

Leading a focus group with supervisors / competency gaps

Interviewing some randomly drawn representatives

Reviewing the call log 

Reading an article in a professional journal on the subject of customer service performance improvement

Chatting at the supermarket with somebody who is a customer, who wants to tell you about her experience with customer service