How to Measure Team Performance

$42.00 By Jack Zigon
PDF download 8.5x11, 298 pages, ISBN 189280915X

Sample Pages (PDF 70k) | Table of Contents | Detailed Table of Contents

Description:

Having trouble defining performance measures for both teams and individuals?

While much has been written on team development and team process, little in the way of practical advice exists for measuring the results of work teams. If you're looking for pragmatic methods for measuring team performance to support your use of teams, this self-paced training guide is for you. Concrete step-by-step instructions, examples from six different industries and 40 positions, worksheets, job aids and exercises are all included.

Features:

  • Performance measures for 32 kinds of work and five teams
  • Simple how-to steps
  • Worksheets

Benefits:

  • A seven-step process that can be adapted to various kinds of teams, giving you options instead of a “one-size-fits-all” approach.
  • Hundreds of pages of sample performance measures increase the quality of your measurement efforts and save you time.
  • Techniques for measuring hard-to-measure functions like product design, research and development, and customer service give you alternatives to the “measures you've always used” but aren't satisfied with.
  • The process combines team and individual performance measurement to allow you to reward the team while coaching and rewarding the individuals who are helping or hindering the team.
  • The materials are self-paced, giving teams a tool to learn how to measure their own performance.

After completing this guide you'll be able to:

  • Link team measures to organizational measures.
  • Define team measurement points
  • Define the results which the team produces.
  • Define results individuals produce to support the team
  • Create measures for each result.
  • Set performance standards for each measure.
  • Plan how to track the performance.

This guide was written for:

  • Managers and supervisors responsible for the results of teams reporting to them
  • Members and leaders of work teams
  • Human resource personnel charged with helping teams define goals
  • Compensation professionals developing metrics for team compensation

Contents:

Step 1: Review Existing Organizational Measures

Step 2: Identify Team Measurement Points

Option 1: Team Customer Diagram
Option 2: Team Results that Support Organizational Goals
Option 3: Create a Team Result Pyramid
Option 4: Using a Work Process Map to Identify Team Measurement Points

Step 3: Identify Individual Results which Support the Team

Step 4: Weight the Results

Step 5: Create Measures for Each Result

Step 6: Create Performance Standards

Step 7: Create a Tracking System

Appendix:

Sample Team Measures
Sample Individual Measures

Job Aids
References
Index

Detailed Table of Contents:

How To Use This Guide 1

Who the guide is written for 1
Purpose of the guide 1
What you will learn 2
How to use the guide 2

Overview 5

Problems of team measurement 5
Benefits of this approach 5
End point of the process 6
Example set of team and individual performance standards 6
Overview of steps for measuring team performance 11

Step 1 — Review Existing Organizational Measures 13

Why review organizational measures 13
Balanced scorecard measures 13
Definitions 13
How to check organizational measures 14
Summary graphic 14
Organizational measures worksheet 15

Step 2 — Identify Team Measurement Points 17

Introduction 17

Benefits of this step 17
Drawbacks 17
Tips for writing value-added results 22
What's next 24
How to check your work 25

Option 1 — Team Customer Diagram 26

When this technique works best 26
How to use the customer diagram to identify team results 35

Option 2 — Team Results Which Support Organizational Goals 44

When this technique works best 44
How to identify team results which support organizational goals 44
Examples of team results which support organization goals 45

Option 3 — Create a Team Results Pyramid 49

Introduction 49
Problems with traditional forms of linking 49
Advantages of using results to link 49
Example results pyramid 50
Third example of a results pyramid 52
How to create a results pyramid 53
How to use a results pyramid to identify the team's results 54

Option 4 — Using a Work Process Map to Identify Team Measurement Points 60

Introduction 60
What is a work process 60
Advantages of this technique 60
How to use a process map to identify team measurement points 62
Example process map with team measurement points 63

List your Team's Measurement Points 73

How the techniques can be combined 73
When to use each technique 73
Example combining the results of the different techniques 74
Measurement points worksheet 76

Step 3 — Identify Individual Vad Results Which Support the Team 79

Benefits of measuring individual performance 79
Typical conflicts between individual and team performance measures 79
What is a role-result matrix 80
Example role result matrix 80
Example role result matrix for the Father's Day team 82

Step 4 — Weight the Results 91

Why use weights 91
How to assign weights 91
Problems resulting from a lack of priorities 92

Step 5 — Create Measures for Each Result 97

Quantifiable vs. verifiable measures 97
Types of measures 97
How to create measures 99
Example measures for a telecommunications team 100
Example measures for the Father's Day team 101
Example measures for an individual 102
How to use the appendix and index to create measures for your team 102

Step 6 — Create Performance Standards 115

How to create performance standards 115
How to use the appendix to create performance standards 120
Common problems and their solutions 124

Step 7 — Create a Feedback System 125

What feedback does 125
Types of feedback and their effects 126
How feedback systems can help the team and its members 127
How feedback systems can help the team leader 127

Collecting Performance Data 128

Feedback Plan Worksheet 129
Decide What Data to Collect 130
Rules 130
Four sources of feedback 131
The best source 131
How much data to collect 133
Decide When to Collect the Data 135
Why to collect the data immediately 135
Exceptions to immediate collection 135
Decide Who Should Collect the Data 137
Why it is important for the team to collect the data 137
Exceptions 137
Decide Who Should Receive the Feedback Data 139


Create the feedback report 140

Methods of recording the collected data 140
When to use existing systems 140
When to modify existing reports 140
Parts of a feedback report 141
Example performance and feedback plan 143

How to Summarize Performance Data 158

When to summarize 158
When to summarize 158
When to summarize averaged data 158
How to create a summary form 158
Parts of a summary table 159
Parts of a summary graph 162
How to check your work 165
Common problems and their solutions 166

Appendix — Sample Measures and Job Aids 167

Introduction 168

Sample Team Measures 169

Restaurant Chain New Product Development Team 169
Results pyramid 169
Role result matrix 171
Team performance standards 172
Team member performance standards 175
Oil Company Exploration and Exploitation Team 176
Team background 176
Work flow diagram 177
Role result matrix 178
Team performance standards 182
Reservoir Engineer 184
Exploitation Geologist 185
Production Engineer 186
Drilling Engineer 187
Exploration Geologist 188
Geophysicist 190
Technician 192
Cosmetics Company Market Research Team 193
Team background 193
Corporate measures the team supports 193
Results pyramid 194
Team results
Team results which support the results pyramid 195
Performance standards for the marketing information team 195
Performance standards for the estimating team 196
Power Utility Company Customer Service Team 197
Team background 197
Performance standards for the company 197
Work process flow 198
Performance standards for the teams 199
Performance standards for the individuals 200
CC individual feedback report 201
CC team feedback report 202
ET individual feedback report 203
ET team feedback report 204

Sample Individual Measures 205

Account Manager 205
Administrative Assistant 208
Bank Account Specialist 211
Business Analyst - Finance 213
Can Packaging Team Leader 215
Clerk 217
Compensation Analyst 219
Computer Systems Team Leader 221
Controller 223
Director, Sales Support 226
Disaster Recovery Manager 228
Distribution Manager 231
Electrical Power Dispatcher 234
Employee Relations Representative 237
Engineer - Water Utility 239
Engineering Manager 241
Financial Services Manager 245
Health Care Claims Processor 248
Human Resources Manager 250
Mechanical Engineer - Building Maintenance 252
Merchandising 254
Money Processing Clerk 255
Operations Vice President 257
Policy Processing Clerk 261
Power Transmission Operations Planner 264
Product Manager 267
Production Supervisor 269
Programming Team Leader 271
Research Chemist 275
Scientist - Numerical Analysis 279
Secretary 281
Signature Analyst 285
Systems Analyst 287
Team Leader, Container Production 290
Training Coordinator 292

Job Aids 295

How to Develop Team and Individual Performance Standards 295
How to Plan and Create Feedback Reports 297
Performance plan worksheet 300
Feedback Plan Worksheet 302

References 313

About the author 314

Index 315