Welcome,ThankYouforA3ending!March232016

7pmEDT

SPECIAL EVENT WEBINAR: Linking Performance Management with KPIs

Phil Holberton

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Communication Instructions:

•  TypetextintheChatareaandpressEntertosendamessageoraskques0onsatany0me.

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Meet Phil Holberton

PhilHolbertonhasmorethanfourdecadesofexperienceinfinancialmanagement,strategicplanning,businessdevelopment,opera0ons,leadershipdevelopment,andexecu0vecoachingforseniorexecu0ves.HehasbeenontheFacultyofGPSsince1996.

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1.   OpeningComments2.   OriginsofKPIs3.   Strategic4.   Financial5.   Non-financial6.   EmoNonalaspectsofKPIs7.   Someclosingthoughts–whatyoushouldyoudonext

Webinar Overview:

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StrategicKPIs–Arewemakingprogresstowardsourvision?

PeopleKPIs–Arewelearningandgrowing?

ExternalKPIs–Howarewedoingintheeyesoftheoutsideworld?

InternalKPIs–Arewebuildingastrongfounda0on?

FinancialKPIs–Areweachievingtherightfinancialgoals?

Howshouldweapproachthisini0a0ve?

What We Will Learn

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Origins of KPIs – Our First KPI

Let’s examine more closely

Cogni0veEmo0onal

Developing KPIs as the Organizational Architect

BusinessDriversJudgmentQuan0fiableLaggingIndicatorsLeadingIndicatorsInputIndicators

PerformanceIndicatorsFinancialIndicatorsFeedbackQualita0veProcessIndicatorsOpera0onalIndicators

All Stakeholders Shareholders/Investors(Strategic,Financial,External,Internal&People)Customers(External,Financial,Internal)Suppliers(External,Financial,Internal)Communi0es(External,Financial)Employees(People,Internal,External)Others?

Shareholders/Investors (Strategic & Financial, + External, Internal, People)

BalancesheetCurrentRa0oReceivablesTurnoverInventoryTurnover

Profit&LossGrossMarginNetProfitReturnonEquity/Assets

GovernanceLeadingIndicatorsReputa0onMarketShareNewProductIntroduc0onsLi0ga0onRiskManagementIndependentDirectors

Strategic – (Strategic)

Employees-futureNewhirereten0onAveragerecrui0ng0meInternalpromo0ons%achievingsa0sfactoryappraisalCost/newhire

Employees-exis0ngTurnoverInternalpromo0onsOpenposi0ons/FTEsRevenue/employeeEmployeecensus/tenureEmployeeengagement

Employees (People)

CustomerService(Internal)HelpDeskResponsivenessServicecallabandonrateFirst0mefixrateWalk-inwait0meOn0medelivery

CustomerRela0onshipAverageAccountSizeReten0onPercep0onEngagementComplaintsResponsiveness

Customers (External, Internal, Financial)

Suppliers (External)

On0medelivery?Aretherealterna0vesuppliers?Dosuppliershavetherightbalancebetweencost,priceandvalue?Areweabletoworktowardscostreduc0onopportuni0es?Howwouldyougaugethefinancialviabilityofoursuppliers?Manymorewaystomeasure

Internal (Building a Strong Foundation)

IsourInforma0onTechnologystateoftheart?

Isourinternalbusinesssystemssuppor0ngourmission?

Dowehaveatransparenthumanresourcesystem?

Doweencourageinnova0onandnewproductdevelopment?

Dowehaveanactudeof‘wecan’?

KPI Steps

Using Emotional Attributes with your KPIs

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•  Interest,curiosity •  Agrac0on,desire,admira0on•  Hope•  Gra0tude,thankfulness•  Joy,ela0on,triumph,jubila0on•  Relief•  Pride

•  Alarm,panic•  Aversion,disgust,revulsion•  Fear•  Anger,rage•  Frustra0on•  Embarrassment•  Hate

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Why this is important fostering - collaboration

You are the Leader – Develop Your KPIs

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UnderstandyourpurposeformeasuringMapyourmeasurableresultsDesignmeaningfulmeasuresBuildbuy-intoyourmeasuresImplementthesemeasuresUnderstandandinterprettheresultsTransparentrepor0ngofperformancemeasuresReachforyourperformancetargets

•  Takeafewstepsforward

•  Iden0fyyourkeystrategicobjec0ves

•  Engageyourorganiza0on–inspireinvolvement

•  Bedisciplinedinyourpursuitofimprovement

•  Findanaccountabilitypartner/coachtohelpyouforward

Some closing thoughts

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“Peopledon’tresistchange.Theyresistbeingchanged”

-PeterSenge(TheLearningOrganiza0on)

“FormeaningfulKPIsthataligntostrategy,engagepeopleandgetresults”

-StacyBarr–ThePuMP®Performance MeasureBlueprint

And more closing thoughts

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•  BalancedScorecard–RobertKaplan&DavidNorton(Harvard)

•  BalancedScorecardIns0tute–Cary,NorthCarolina

•  StaceyBarr–ThePuMP®MeasurementSpecialist-

Australia

Resources and credits

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PleasetypequesNonsintheChatarea

General Questions?

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Contact Phil Holberton

pholberton@holberton.com

@PhilHolberton

Additional KPI Questions & Webinar Feedback

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•  BioinformaNcs

•  DigitalMarkeNngandDesign

•  Health&MedicalInformaNcs

•  InformaNonSecurity

•  ITManagement

•  InstrucNonalDesign&Technology

•  Project&ProgramManagement

•  SoZwareEngineering

•  StrategicAnalyNcs

•  User-CenteredDesign

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BRANDEISGPSMASTER’SDEGREES

Thank You for Attending!

Formoreinforma0onaboutBrandeisGPSvisitourwebsite:hgp://www.brandeis.edu/gps/

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