Post on 21-Dec-2014
description
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Topics
Concept: Intangibles
Concept: Measurement / Measuring
Concept: Productivity v. Performance
Intangibles and Productivity
Interconnectivity of the Intangibles
Tools for Measuring the Intangibles
Portrait of a High-Functioning Organization
Benefits of Measuring Intangibles
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Increase productivity
Competitive advantage
Why Measure Intangibles?
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Intangibles
Teamwork: The ability to identify and join diverse strengths in order to make a greater whole that would not have existed otherwise
Concept: Intangibles
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How Many Veggies in Your Garden?
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Concept: Intangibles
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Situational Leadership Model
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Intangibles
Communication: transfer of information from transmitter to receiver
Concept: Intangibles
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Intangibles
Morale: the capacity of people to maintain belief in an institution, in others, in oneself or in a goal
Concept: Intangibles
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What sorts of things do you measure in life?
Why?
Concept: Measurement / Measuring
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Concept: Measurement / Measuring
What sorts of things do you measure at work?
Why?
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Concept: Measurement / Measuring
What sorts of things do you not measure at work?
Why?
What are the consequences?
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70%
Personnel traditionally accounts for
approximately
of a long-term care community’s costs
Why Measure Intangibles?
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Measure quality of results not the actual activity
Concept: Measurement / Measuring
Specific
Measurable
Attainable
Relevant
Timely
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Concept: Measurement / Measuring
Good measurements
Customer surveys to measure satisfaction
Number of team errors to measure supervisor’s effectiveness
Average monthly tips to measure waiters competency
Bad measurements
Returns to measure product satisfaction
Happiness level of your residents
Students graduating to measure quality of education
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DEFINITION PRODUCTIVITY
Concept: Productivity v. Performance
Rate at which an individual performs his/her job function
“”
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DEFINITION PERFORMANCE
Concept: Productivity v. Performance
The accomplishment of a given task measured against preset standards of accuracy, completeness, cost, and speed.
“”
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Interconnectivity of Intangibles
5.IMPROVED ORGANIZATIONAL PERFORMANCE & INCREASED PROFITABILITY
4.TECHNICAL AND ADMINISTRATIVE INNOVATION which results in
3.ORGANIZATIONAL LEARNING which promotes
2. TEAMWORK which fosters
1. LEADERSHIP encourages
Communication
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Interconnectivity of Intangibles
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Lots of tools measure individual leadership ability:
Caliper
DiSC
360
Profile XT
Tools for Measuring Intangibles
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Do It Yourself
Define/Identify what you need to measure
Select measurement mode
Assign values to responses
Administer tool
Tabulate data
Analyze data Information
Improve/Take action
Re-measure
Tools for Measuring Intangibles
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Potential Pitfalls
Intensity of Response Range
Clarity of wording
Bias
Expectations
Trust
Tools for Measuring Intangibles
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Balanced Scorecard More a tool to fill the gap between Senior Mgmt’s vision and the rest of the organization.
Tools for Measuring Intangibles
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Tools for Measuring Intangibles
Sigma Score Program
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Tools for Measuring Intangibles
Measurement without action will not bring about improvement
Intangible assets seldom affect financial performance directly.
Customer Service
Quality of Care
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Shared Management Model Cycle
Goal setting
Performance review
A High-Functioning Company
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A High-Functioning Company
According to the Shared Management Model, the primary role of the manager/supervisor is to focus on the growth and development of the employee
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PREPARATION
Select the right person for the job
Establish long-term objectives of the employee
Ensure objectives are clearly communicated
Ensure that the necessary material and people supports are in place to carry out those objectives
Identify and satisfy training needs
Spell out the accountability system related to the employee’s performance objectives
A High-Functioning Company
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ACTIVATION
Determine immediate objectives
Build a performance supportive attitude
Manage on-the-job activity
Provide on-the-job motivation
Identify barriers standing in the way of getting the job done
Remove those barriers whenever possible
Ensure that the job gets done
Recognize on-the-spot opportunities for performance enhancement
A High-Functioning Company
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ON-GOING EVALUATION
Ensure that activities and results are monitored.
Activate the accountability system so that rewards or their absence are consistent with performance.
Perform the fine tuning that observation of previous performance permits.
Use formal reviews:
Performance reviews
On the job testing
Team reviews
A High-Functioning Company
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Increasing the worth of intangibles is taking a longer-term view of the organization
Measuring intangible assets is about estimating how closely aligned those assets are to the company’s strategy
Increase performance
Define and Strengthen Competitive Advantage
Benefits of Measuring Intangibles
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What we measure?
Why we measure?
How we measure?
What benefits will come to us if we measure and take corresponding action?
Summary
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Measuring the Intangibles
Q & A
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WE ARE SO GLAD YOU CAME TODAY.
Please contact us anytime with questions
regarding today’s presentation.
Susan D. LesserSusan Lesser Group
860-716-9933sdl@susanlessergroup.comwww.susanlessergroup.com