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Lifecycle Lifecycle Performance Performance Professionals Professionals Customer satisfaction is your organization’s level of performance through your customers, employees, and/or stakeholders perspective. In fact, many times customer satisfaction feedback, if requested properly, can provide information and insight for achieving breakthrough increases in organizational performance and effectiveness. When measuring customer satisfaction, organizations should review their objectives and ensure that the customer service strategy is linked to those objectives. But how can you ensure that your organizational objectives are linked to your customer service strategy? The 120 Day Plan: Step by Step Guide includes a detailed section on the performance measurement processes of customer satisfaction and the Lifecycle Performance Management Kit includes sample customer satisfaction surveys. Workforce Performance Management Workforce performance management is the strategic alignment of an organization’s human capital with its business activities. It is a methodical process of analyzing the current workforce, determining future workforce needs, identifying the gap between the present and future, and implementing solutions so the organization can accomplish its mission, goals, and objectives. People are the most important aspect to any organization. Therefore, the performance of the people within an organization will greatly impact the overall performance of the organization. While most employees understand what they need to do, workforce performance management tells them how well they must do it. The greatest benefit to workforce performance management is the process of aligning employee performance to organizational objectives and goals. But how can a manager truly evaluate individuals on their alignment with corporate goals and their contributions to business results? The 120 Day Plan: Step by Step Guide includes a section detailing the importance of aligning employee performance to organizational goals and the steps to accomplish this. Functions within workforce performance management are Recruit and Hire Management, Compensation Management, Incentive Management, Goals Management, Learning Management, Competency Management, and Performance Measurement. Each of these workforce management functions are described in more detail in The 120 Day Plan: Step by Step Guide. The Lifecycle Performance Management Kit includes templates to help manage workforce performance. IT Performance Management © 2009 Lifecycle-performance-pros.com All rights reserved 28
Lifecycle Lifecycle Performance Performance Professionals Professionals IT performance management assists organizations with the increasing demands of maximizing value creation from technology investments, reducing risk from IT, decreasing architectural complexity, and optimizing overall technology expenditures. Behind people, technology is the next critical factor in maximizing efficiency and organizational performance. Many organizations from small to large are using IT strategically to support profitable growth. IT performance management includes maximizing technology to improve service delivery in every area of the organization. IT performance management utilizes such technology as unified management reporting and dashboard tools to enhance performance and drives business processes. How do you find the right technology to enhance your business intelligence? Choosing the right business intelligence tools and aligning IT/IS systems to business objectives is discussed in detail in The 120 Day Plan: Step by Step Guide, and the Lifecycle Performance Management Kit includes vendor summaries and templates for performing your own vendor assessments with weighted criteria. Knowledge Management Knowledge management refers to the guidelines, policies, and practices that an organization uses to create and transfer information to support the performance of the people in the organization. These can include various documents and copyrights, and intangible processes, models and methods that their people use to get work done. The impact of knowledge management on key business results is seen through its potential for improving the performance of business processes. Take call centers for example. They may handle hundreds, even thousands of calls a day. It would be too much too ask for call center representatives to be able to resolve the majority of these calls without a knowledge management system in place. With a knowledge management system, the call center representatives have more information and resources to access and can thus resolve more customer requests. Performance benefits can be seen in such areas as first call resolution, time to resolve, and customer satisfaction. Knowledge management drives performance by linking knowledge to critical functions which impact business and putting the supports in place to ensure knowledge is leveraged across people and circumstances. Quality Management Quality management is a method for ensuring that all the activities necessary to design, develop and implement a product or service are effective and efficient with respect to the system and its performance. Quality management includes several processes that enable organizations to ensure quality. © 2009 Lifecycle-performance-pros.com All rights reserved 29
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