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This document outlines an agenda for a two-day workshop on developing a balanced scorecard and key performance indicators for an HR division. Day one will introduce the balanced scorecard concept and strategy map, and involve identifying KPIs. Day two will cover writing SMART KPIs, a performance appraisal form and process. The balanced scorecard translates strategy into objectives and measures across financial, customer, internal process and learning/growth perspectives. The workshop will help the HR division develop objectives and measures aligned to these perspectives to monitor performance.
Исходное описание:
Balanced Scorecard and Individual KPI for performance management
This document outlines an agenda for a two-day workshop on developing a balanced scorecard and key performance indicators for an HR division. Day one will introduce the balanced scorecard concept and strategy map, and involve identifying KPIs. Day two will cover writing SMART KPIs, a performance appraisal form and process. The balanced scorecard translates strategy into objectives and measures across financial, customer, internal process and learning/growth perspectives. The workshop will help the HR division develop objectives and measures aligned to these perspectives to monitor performance.
This document outlines an agenda for a two-day workshop on developing a balanced scorecard and key performance indicators for an HR division. Day one will introduce the balanced scorecard concept and strategy map, and involve identifying KPIs. Day two will cover writing SMART KPIs, a performance appraisal form and process. The balanced scorecard translates strategy into objectives and measures across financial, customer, internal process and learning/growth perspectives. The workshop will help the HR division develop objectives and measures aligned to these perspectives to monitor performance.
HR Divisional Business Drivers & KPI Development Workshop Program Agenda Day One
Introduction of Balanced Scorecard Cascading of HR Performance Scorecard Strategy Map Human Resources Identifying Department Key Performance Indicators
Day Two
Writing SMART Key Performance Indicators HR Performance Appraisal Form Performance Appraisal Process (September till December 2009)
HR Divisional Business Drivers & KPI Development Workshop HR Divisional Business Drivers & KPI Development Workshop At the highest conceptual level, the Balanced Scorecard is a framework that helps organizations translate strategy into operational objectives that drive both behavior and performance. What is a Balanced Scorecard? HR Divisional Business Drivers & KPI Development Workshop a management and measurement system whose purpose is to
translate strategy into a limited set of measures that uniquely communicate your vision to the organization
Kaplan and Norton
...its key management perspectives are ... A Balanced Scorecard is HR Divisional Business Drivers & KPI Development Workshop What is the Balanced Scorecard? It addresses four basic questions:
Financial Perspective: How are we faring with shareholder returns? Customers Perspective: How do customers see us and value our services? Internal Process Perspective: What must we excel at to meet customer needs? Learning & Growth Perspective: How can we develop our people and their capabilities? HR Divisional Business Drivers & KPI Development Workshop Alignment & Cascading Business Agenda HR Divisional Business Drivers & KPI Development Workshop The Balanced Scorecard concept.. Finance Objectives Measures Targets Initiatives Learning and Growth Objectives Measures Targets Initiatives Customer Objectives Measures Targets Initiatives Internal Business Process Objectives Measures Targets Initiatives VISION AND STRATEGY
HR Objectives Measures Targets Initiatives HR Divisional Business Drivers & KPI Development Workshop Profitability Growth Shareholder Value The Strategy Price Service Quality Capability enhancement Continuous Improvement Employee Engagement If we succeed, how will we look to our shareholders? To achieve our vision, how must we look to our customers? To satisfy our customers, what management processes must we excel at? To achieve our vision, how must our organization learn and improve? Infrastructure Productivity Cost Technology Financial Perspective Customer Perspective Internal Perspective Learning & Growth Perspective The BSC is comprised of themes, objectives, measures, targets, and initiatives. The BSC represents the cause and effect relationships in your strategy. Translate Strategy: The BSC Translates Strategy into the Four Perspective Framework Outcomes Drivers Financial Perspective Financial Perspective HR Divisional Business Drivers & KPI Development Workshop KRAs STAR HRA Division Individual Measures KPIs Complete Framework for YOUR COMPANY The Importance of Alignment Financial Perspective Sustained Shareholder Value Increase Asset Utilization Improve Cost Structure Enhance Customer Value Expand Revenue Opportunities Productivity Strategy Revenue Growth Strategy Customer Perspective Internal Perspective Price Quality Availability Selection Functionality Service Partnership Customer Value Proposition Brand Product/Service Attributes Relationship Image Processes that produce and deliver products and services Operations Management Processes Processes that enhance customer value Customer Management Processes Processes that create new products and services Innovation Processes Processes that improve communities and the environment Regulatory & Social Processes CREATING ALIGNMENT Learning & Growth Human Capital Information Capital Organization Capital + + Skills Training Knowledge Systems Databases Networks Culture Leadership Alignment Teamwork CREATING READINESS Strategic Job Families Organization Change Agenda Strategic IT portfolio The Strategy Map Aligns Processes and Intangible Assets to Customer and Financial Outcomes HR Divisional Business Drivers & KPI Development Workshop The Conclusion Measurement Must Be Linked To Strategy Strategy Balanced Scorecard Measurement To Communicate, Not To Control Measurement Communicates Values, Priorities And Direction The Premise The Premise Behind the Balanced Scorecard Is that Measurement Motivates Behavior HR Divisional Business Drivers & KPI Development Workshop Objectives Fast ground turnaround Statement of what strategy must achieve and whats critical to its success Target 30 Minutes 90%
The level of performance or rate of improvement needed Cycle time optimization Key action programs required to achieve objectives Initiative Measurement On Ground Time On-Time Departure How success in achieving the strategy will be measured and tracked Strategic Theme: Operating Efficiency Profitability Financial Learning More customers Ground crew alignment Lowest prices Fewer planes Customer Internal Fast ground turnaround Strategy Map: Diagram of the cause-and-effect relationships between strategic objectives Flight Is on time Balanced Scorecard Example HR Divisional Business Drivers & KPI Development Workshop % Ground crew trained % Ground crew stockholders Objectives Measurement Market Value Seat Revenue Plane Lease Cost FAA On Time Arrival Rating Customer Ranking (Market Survey) On Ground Time On-Time Departure Strategic Theme: Operating Efficiency Initiative Cycle time optimization program ESOP Ground crew training Quality management Customer loyalty program Target 30% CAGR 20% CAGR 5% CAGR #1
#1 30 Minutes 90%
yr. 1 70% yr. 3 90% yr. 5 100% Profitability Financial Learning More Customers Ground Crew Alignment Lowest Prices Fewer Planes Customer Internal Fast Ground Turnaround Flight Is on Time Profitability More Customers Fewer planes Flight is on -time Lowest prices Fast ground turnaround Ground crew alignment Balanced Scorecard Example HR Divisional Business Drivers & KPI Development Workshop 4. Financial Linkage Every objective can ultimately be related to financial results 1. Executive Involvement Strategic decision makers must validate and own the strategy and related measures 2. Cause-and-Effect Relationships Every objective selected should be part of a chain of cause and effect linkages that represent the strategy 3. Balance between outcome and leading measures There should be a balance of outcome measures and leading measures to facilitate anticipatory management 5. Linkage of Initiatives and Measures: Each initiative should be based on a gap between baseline and target. A good Balanced Scorecard will tell the story of your strategy in actionable terms. HR Divisional Business Drivers & KPI Development Workshop Group Activity Identify what are the HR objectives complements: 1) Finance 2) Customer 3) Internal Processes 4) Learning & Growth Work in Groups of 4 HR Divisional Business Drivers & KPI Development Workshop STAR Corporate Role Department Derived Value (Synergy) Scorecard Cascade HR PERFORMANCE SCORECARD The process of cascading creates synergy. It must be based on a clear understanding of the corporate role. Perspective Strategic Objectives Strategic Measures Customer Perspective C1 Improve on internal customer satisfaction Rating vs. internal satisfaction (survey) Targets Internal Perspective I1 Review and improve the effectiveness of HR internal control systems Percentage of reviews within specified timeframe Learning and Growth L1 Develop skilled workforce Fulfillment of specified number of training hours per employee Improvement in performance evidence in annual appraisal Variance of actual against organizational and departmental training budget Finance Perspective F1 Monitoring HR operating expenses Variance of actual against departmental budget F2 Monitoring Employee Costing Employment cost per employee Recruitment cost per employee Employee cost over/budget/revenue/profit/operating cost F3 Monitoring the administrative costing activities Admin cost per employee Admin cost over budget/revenue/profit/operating cost HR Divisional Business Drivers & KPI Development Workshop Perspective Strategic Objectives Strategic Measures Customer Perspective C1 Improve on internal customer satisfaction Rating vs. internal satisfaction (survey) Targets Internal Perspective I1 Review and improve the effectiveness of HR internal control systems Percentage of reviews within specified timeframe Learning and Growth L1 Develop skilled workforce Fulfillment of specified number of training hours per employee Improvement in performance evidence in annual appraisal Variance of actual against organizational and departmental training budget Finance Perspective F1 Monitoring HR operating expenses Variance of actual against departmental budget F2 Monitoring Employee Costing Employment cost per employee Recruitment cost per employee Employee cost over/budget/revenue/profit/operating cost F3 Monitoring the administrative costing activities Admin cost per employee Admin cost over budget/revenue/profit/operating cost The Balanced Scorecard for Human Resource Division HR Divisional Business Drivers & KPI Development Workshop HR Performance Scorecard Select and Determine relevant HRA KPIs Use the HR Performance Scorecard to Select and Manage Individual Initiatives Perspective Strategic Objectives Strategic Measures Customer Perspective C1 Improve on internal customer satisfaction Rating vs. internal satisfaction (survey) Targets Internal Perspective I1 Review and improve the effectiveness of HR internal control systems Percentage of reviews within specified timeframe Learning and Growth L1 Develop skilled workforce Fulfillment of specified number of training hours per employee Improvement in performance evidence in annual appraisal Variance of actual against organizational and departmental training budget Finance Perspective F1 Monitoring HR operating expenses Variance of actual against departmental budget F2 Monitoring Employee Costing Employment cost per employee Recruitment cost per employee Employee cost over/budget/revenue/profit/operating cost F3 Monitoring the administrative costing activities Admin cost per employee Admin cost over budget/revenue/profit/operating cost Head of Human Resources & Administrations Organizational Development & Training Compensation & Benefits Recruitment Industrial & Employee Relations Administrations The Balanced Scorecard aligns priorities throughout the enterprise. HR Divisional Business Drivers & KPI Development Workshop Head of Human Resources & Administrations Organizational Development & Training Compensation & Benefits Recruitment Industrial & Employee Relations Administrations Human Resources & Administration Department Structure HR Divisional Business Drivers & KPI Development Workshop Head of Human Resources & Administrations Organizational Development & Training Compensation & Benefits Recruitment Industrial & Employee Relations Administrations Human Resources & Administration Department KPIs Training cost Skill Workforce Training Proce ss improvement HR cost Process improvement Recruitment cost Process improvement Employee relation Process improvement Admin cost Process improvement Departmental Cost Efficiency Employee Cost Admin Cost Process Improvement (HR policies, procedures, processes) Customer Satisfaction Skilled Workforce
HR Divisional Business Drivers & KPI Development Workshop Corporate Role Balanced Scorecard Cascading Process HR PERFORMANCE SCORECARD Perspective Strategic Obj ectives Strategic Measures Customer Perspective C1 Improve on internal customer satisfaction Rating vs. internal satisfaction (survey) Targets Internal Perspective I1 Review and improve the effectiveness of HR internal control systems Percentage of reviews within specified timeframe Learning and Growth L1 Develop skilled workforce Fulfillment of specified number of training hours per employee Improvement in performance evidence in annual appraisal Variance of actual against organizational and departmental training budget Finance Perspective F1 Monitoring HR operating expenses Variance of actual against departmental budget F2 Monitoring Employee Costing Employment cost per employee Recruitment cost per employee Employee cost over/budget/revenue/profit/oper ating cost F3 Monitoring the administrative costing activities Admin cost per employee Admin cost over budget/revenue/profit/operating cost Head of Human Resources & Administrations Organizational Development & Training Compensation & Benefits Recruitment Industrial & Employee Relations Administrations Individual Prioritized List of KPIs and Initiatives Vision Mission Values Business Strategy Performance Outcome By Whom Cascading Process OUTCOME HR Divisional Business Drivers & KPI Development Workshop The Value Drivers provide the glue between the four perspectives of the Balanced Scored by outlining the cause and effect: relationships Value drives provide the cause and effect: between the four perspectives
Example: Identify the intermediate drivers that link training and development programs and behaviours to business priorities and financial performance Training LEADING INDICATORS Training Employee Morale Responsiveness to Clients Customer Satisfaction Increased Sales Total Return Total Return LAGGING INDICATORS Cause Effect Correlation Leads to, . HR Divisional Business Drivers & KPI Development Workshop Some Goals of the Balanced Scorecard The Balanced Scorecard is a framework that helps organizations translate strategy into operational objectives that drive both behavior and performance Create a systems approach to form an integrated Strategic Management Process Provide a clear line of sight to the vision and strategy of the company Provide a tool for cascading the communication processes: strategy, and processes and systems required for implementing the strategy Draw a cause and effect roadmap to stakeholder value shareholder, customer, and employee. HR Divisional Business Drivers & KPI Development Workshop
What gets measured gets done.
If you do not measure results, you cannot tell success from failure.
If you cannot see success, you cannot reward it.
If you cannot reward success, you are probably rewarding failure.
If you cannot see success, you cannot learn from it.
If you cannot recognize failure, you cannot correct it.
If you cannot demonstrate results, you cannot win stakeholders support is used here.
HR Divisional Business Drivers & KPI Development Workshop
Personal Action Work
HR Divisional Business Drivers & KPI Development Workshop Program Agenda Day One
Introduction of Balanced Scorecard Cascading of HR Performance Scorecard Strategy Map Human Resources Identifying Department Key Performance Indicators
Day Two
Writing SMART Key Performance Indicators HR Performance Appraisal Form Performance Appraisal Process (September till December 2009)
HR Divisional Business Drivers & KPI Development Workshop What is Performance Management? It is a communication process that enables the employee and his/her manager to foster a partnership to improve performance throughout the year HR Divisional Business Drivers & KPI Development Workshop Purpose of Performance Managemet The Performance Management Process is a continous cycle that supports a cultural of excellence in service delivery and productivity. It enables us to link business objectives to individual objectives and focus on priorities. It is a major part of the on-going process of managing people and not merely the completion of forms. Formal process to measure performance, give feedback and document performance. Identify training and development needs. Identify special talent and provide support for advancement. HR Divisional Business Drivers & KPI Development Workshop Purpose - continued Identify weaknesses in work processes Recognise strengths and motivates employees Make assessments about salary increases based on performance Direct work and behaviour of a unit or team towards achieving business targets Clarify expectations performance and others between the manager and the individual
Performance Definition WHAT an Individual achieves (Results/Individual Key Performance Indicators) + HOW the Individual achieves it (Competencies)
= PERFORMANCE HR Divisional Business Drivers & KPI Development Workshop Writing SMART Key Performance Indicators HR Divisional Business Drivers & KPI Development Workshop Key Performance Indicators Defined Key Only a subset of all possible viewpoints, those which best reflect the state of an asset, organization or financial entity Performance Metrics related to performing ones job, or adhering to a agreed standards Indicator Not a closed-loop function, KPIs are to be used by people to help them take correct action HR Divisional Business Drivers & KPI Development Workshop Benefits of Performance Management Opportunity to receive feedback on performance Enhanced working relationships between Manager and Employees Helps Employee focus on meeting needs of business Helps Employee grow and develop skills => training needs identified Employee can highlight career ambitions/aspirations Explore and resolve problems/differences Reduce Employee turnover HR Divisional Business Drivers & KPI Development Workshop What makes an Objective Effective? SPECIFIC (both parties know exactly what needs to be achieved) MEASURABLE (it will be possible to say if the number has reached 100) ACHIEVABLE (presumably this is within the realms of possibility from the current base) RESULTS-ORIENTED (targeted towards achieving the desired outcome) TIME-BOUND (the goal has to be achieved by end of Quarter 2)
Setting Targets - Performance Objectives HR Divisional Business Drivers & KPI Development Workshop Criteria for WellWritten Objectives
Specific A specific objectives is one that is understandable, clear, concise and explicit.
For example: Recruitment of management trainees.
To be clearer, the objective can be rewritten as: ______________________________________________ ______________________________________________ ______________________________________________ ______________________________________________ ______________________________________________
HR Divisional Business Drivers & KPI Development Workshop Criteria for WellWritten Objectives
Specific A specific objectives is one that is understandable, clear, concise and explicit.
For example: Recruitment of management trainees.
To be clearer, the objective can be rewritten as:
Develop an action plan for the recruitment of management trainees by shortlisting and assessing the candidates within 75 days time (from date of advertisment in the newspaper.
HR Divisional Business Drivers & KPI Development Workshop
Measurable A measureable objective defines how it will be measured. This can be in terms of quantity, cost, timeliness, and/or quality.
Example: Deploy HRIS as the main database of employee records.
Well written objective ______________________________________________ ______________________________________________ ______________________________________________ ______________________________________________
Criteria for WellWritten Objectives HR Divisional Business Drivers & KPI Development Workshop
Measurable A measureable objective defines how it will be measured. This can be in terms of quantity, cost, timeliness, and/or quality.
Example: Deploy HRIS as the main database of employee records.
Well written objective
Deploy HRIS as the main database of employees data (personnel, history, career training and etc) been updated to current month by October 2009 according to blue print of the master document plan. (evidence: all filing of paperwork cleared / no back log & ease to access personnel data of any employee) without any error. Criteria for WellWritten Objectives HR Divisional Business Drivers & KPI Development Workshop Achievable An achievable objective defines how realistic it will be achieved and not beyond your reach.
Achieve a higher rating in Customer Satisfaction Survey
Example: Well written objective: ________________________________________________ ________________________________________________ ________________________________________________ ________________________________________________ Criteria for WellWritten Objectives HR Divisional Business Drivers & KPI Development Workshop Achievable An achievable objective defines how realistic it will be achieved and not beyond your reach.
Achieve a higher rating in Customer Satisfaction Survey
Example: Well written objective:
To achieve rating of 4 or higher on a 5 point in Customer Satisfaction Survey conducted by an outside agency by 31st December 2009.
Criteria for WellWritten Objectives HR Divisional Business Drivers & KPI Development Workshop
Result Oriented The objectives set must be able to reflect the results of the objectives.
A less SMART objective might be:
Continuous performance awareness briefing for all employees.
Example: Well written objective _________________________________________________ _________________________________________________ _________________________________________________ _________________________________________________
Criteria for WellWritten Objectives HR Divisional Business Drivers & KPI Development Workshop
Result Oriented The objectives set must be able to reflect the results of the objectives.
A less SMART objective might be: Continuous performance awareness briefing for all employees.
Example: Well written objective
Conduct at least 3 briefing sessions by November 2009 with a minimum of 80% results reflected in the assessment form. Criteria for WellWritten Objectives HR Divisional Business Drivers & KPI Development Workshop
Time Bound The results of your efforts need to be evident to the people who provide you with feedback. Need to be done within a certain time frame.
Example: Support team members development plans
Alternative way to state the objective: _________________________________________________ _________________________________________________ _________________________________________________ _________________________________________________ _________________________________________________ Criteria for WellWritten Objectives HR Divisional Business Drivers & KPI Development Workshop
Time Bound The results of your efforts need to be evident to the people who provide you with feedback. Need to be done within a certain time frame.
Example: Support team members development plans
Alternative way to state the objective:
Identify and complete a specific number of staff development actions to support each team members development yearly plan by end of December 2009 with a minimum of 48 hours of trainings.
Criteria for WellWritten Objectives HR Divisional Business Drivers & KPI Development Workshop Performance Ratings Rating 1 : Performance significantly below expectation => Not achieved Objectives are not met and the person is not responding to Training, Development or Coaching. A decision on future employment is required. Rating 2 : Opportunities for further improvement exist => Partially achieved Objectives are met but does not use the competencies to the required standard. Does not meet all objectives but works hard to use the competencies. Rating 3 : A well rounded and solid performance => Fully achieved All objectives are met and the competencies are used to the required standard. Rating 4 : An excellent performance => Partially exceeded All objectives are met and some are exceeded as the competencies are used to a high standard. Rating 5 : An exceptional performance => Significantly exceeded All objectives are significantly exceeded and the competencies used to a very high standard on a regular basis. The person takes on initiates / new objectives during the year which are also met. HR Divisional Business Drivers & KPI Development Workshop