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Copyright 2003 Creative Metrics 360 Feedback: Keys to Success Creative Metrics.

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Presentation on theme: "Copyright 2003 Creative Metrics 360 Feedback: Keys to Success Creative Metrics."— Presentation transcript:

1 Copyright 2003 Creative Metrics 360 Feedback: Keys to Success Creative Metrics

2 Copyright 2003 Creative Metrics Are viewed by leaders as useful and powerful Result in significant personal improvement Produce minimal strain on the organization Become a process, rather than an event Are seen as integral to running the business Successful 360 initiatives:

3 Copyright 2003 Creative Metrics 1.Senior management support – in talk and action. True belief, born from experience, in the power of feedback and the business need for leadership excellence. 2.Effective communication – to leaders, raters, project team members and the entire organization. 3.Useful survey content – items and competencies that are clear, relevant, observable, concise & lively. 4.Efficient data collection and reporting – a streamlined process that is fast, efficient, easy & simple. Keys to success

4 Copyright 2003 Creative Metrics 5.Easy to understand reports – information that can be immediately understood and acted upon without a psychological or research background. 6.Support for leaders – guides, tools and programs to ensure that they gain value from their feedback and find their unique path to excellence. 7.Follow-through – systems and accountability to ensure that leaders act on the information and make meaningful improvement. Keys to success

5 Copyright 2003 Creative Metrics Creative Metrics provides experience, resources, and service in these areas: Leadership competency development Measurement and statistics Data collection and reporting systems Coaching and training Leadership development strategy

6 Copyright 2003 Creative Metrics And we use all of these resources to ensure that each key to success is in place…

7 Copyright 2003 Creative Metrics We engage top leaders in the process so they can take ownership and lead the initiative. Tools and Methods: Structured interviews with leaders about the organizations strengths, vulnerabilities, and critical leadership needs. Focus groups and an efficient rating process to allow top leaders to evaluate, scrutinize and revise leadership competencies and survey content. Group and individual feedback with top leaders, conducted by seasoned trainers and coaches, to ensure that executives have a positive experience and can therefore fully support the initiative as it is implemented in the organization. 1. Senior Management Support

8 Copyright 2003 Creative Metrics We help you orchestrate a communication campaign - a series of carefully crafted, well-timed messages in multiple media – to ensure that all participants – leaders, raters, and project team members – are informed. 2. Effective Communication Communication Essentials: Purpose of initiative – How the initiative will help the organization achieve its goals and objectives. Logistics – how, when & who of the entire project, beginning to end. Expectations – who will have access to reports, how will leaders be accountable, what resources will be provided, etc.

9 Copyright 2003 Creative Metrics The goal is to create water cooler talk – excitement and clarity about the feedback and how it will help the organization achieve its objectives. 2. Effective Communication Tools and Methods: A detailed project plan with a succinct timeline of events. Suggested introductory memo and testimonial from the CEO to employees A series of PowerPoint presentations for participants and the HR community A series of memos or emails to raters, participants, and HR Suggested answers to frequently asked questions; a method for publicizing answers. Creative methods such as introductory videos, simulcasts, orientation meetings, and kick-off events.

10 Copyright 2003 Creative Metrics We will build your leadership content or work with you to integrate and improve pre-existing models and content. Tools and Methods: Item bank of over 1,500 tested and proven survey items measuring 75 competencies. Items that are clear, behavioral, observable, actionable and relevant Systematic item evaluation to identify and remove problematic items from existing surveys. Consulting on content development and leadership models; insight based on experience and scientific training. Statistical analysis to ensure reliability and predictive power. 3. Useful Survey Content

11 Copyright 2003 Creative Metrics We provide the expertise and system capabilities to streamline the process so that it becomes transparent. Raters can focus on providing high- quality feedback; leaders can focus on acting upon this feedback. At first glance the data collection and reporting of a 360 seems quite simple: all you have to do is collect surveys from a few people about a person and produce a report. Anyone that has been involved in the behind-the-scenes logistics of a 360 project knows better and probably has a few scars to prove it. Michael Stewart Managing Director 4. Efficient Data Collection and Reporting

12 Copyright 2003 Creative Metrics Seven years in the making, our web-based system drives the data collection and reporting. We also provide an innovative method for distributing paper forms through the web. Tools and Methods: Online survey with the graphic look of your organization and 100% customizable content. Easy selection of raters and completion of survey. Minimal number of emails to gain maximum response rates. Administrative tools for sending emails, providing answers to frequently asked questions, monitoring progress, generating reports, etc. 4. Efficient Data Collection and Reporting

13 Copyright 2003 Creative Metrics Our custom reports for individuals and groups are tailored for your organization. We strive to develop reports that are immediately understood and can be acted upon without a psychological or research background Tools and Methods: 100% design flexibility. Paper or electronic, downloadable as Excel. Color coding and sorting for ease of interpretation. Summaries of critical information to be acted upon. 5. Easy to read reports

14 Copyright 2003 Creative Metrics We lower the leaders defenses, provide clarity about the meaning of the feedback, and give the leader a roadmap to fulfill his or her leadership potential. Tools and Methods: Group and individual feedback sessions that are carefully crafted to ensure that leaders get maximal value from their feedback. Paper or electronic guides with questions to ponder, actions to take, books, seminars, movies, etc. for each leadership area. Online tools for building a development plan. Tools to develop the organizations internal capability: train the trainer; train the coach; PowerPoint presentations for managers. 6. Support for Leaders

15 Copyright 2003 Creative Metrics We ensure that leaders set goals on the basis of their feedback and that they are held accountable for progress toward those goals. Sample Tools and Methods: On-line goal setting tool. Check up survey to gauge leaders progress in select leadership areas. On-going coaching, by phone or in person. Consulting about how other organizations have attempted to create accountability. 7. Follow-through

16 Copyright 2003 Creative Metrics We help you find ways to create accountability that are appropriate, given your organizations current feedback culture and familiarity with 360s. Levels of Accountability: 1.Sharing of action plan with manager or coach 2.Sharing of action steps with staff 3.Sharing of results with manager 4.Check up survey 5.Use of results in succession planning & other HiPo activities. 6.Link to formal development planning 7.Direct or indirect link to performance appraisals 8.Direct or indirect link to pay, promotions & job security 7. Follow-through

17 Copyright 2003 Creative Metrics In summary, Creative Metrics provides the expertise, experience, systems, and other resources that are needed to ensure that the initiative is a success. Organizations can choose to work with us in any or all of the areas that have been discussed.

18 Copyright 2003 Creative Metrics We conducted a survey of our 5,000+ managers to find out what they thought the best HR initiatives were at Sun Microsystems. Of 14 HR initiatives, the feedback program we worked with Creative Metrics to develop was rated as #2 in execution and #1 in usefulness. Jillian Dorman Management Excellence Sun Microsystems, Inc.

19 Copyright 2003 Creative Metrics Other Topics (click on the desired topic) Data collection system Reporting flexibility Integration with other HR initiatives User comments about the 360 process Background about Creative Metrics

20 Copyright 2003 Creative Metrics Data collection system

21 Copyright 2003 Creative Metrics Data collection can be done with paper forms or with an online system. Following are the unique features of our on-line data collection system.

22 Copyright 2003 Creative Metrics The look of your site is completely customized to fit your organization and blend with your other web sites. Customized look

23 Copyright 2003 Creative Metrics Role Based Access When users enter the site, the system knows who they are, what role they are playing and therefore what functionality to provide on their site. Most users have just a few simple links chosen specifically for them.

24 Copyright 2003 Creative Metrics Language Independent The site is presented in the preferred language of the user. Our system supports any language that is supported by Unicode. Users can toggle between languages.

25 Copyright 2003 Creative Metrics The survey format is tailored to your needs, including the number of response options and the labels for the options. Flexible Formats

26 Copyright 2003 Creative Metrics Easy-to-use tools are provided for monitoring progress of the data administration, adding users, changing rater relationships, etc. Administrative Tools

27 Copyright 2003 Creative Metrics Tools are provided for generating ad- hoc reports (slicing and dicing the data) Reporting Tools

28 Copyright 2003 Creative Metrics Flexible Business Rules Different content for different rating groups (e.g., fewer items for peers) Different forms and processes for different regions (e.g., Europe can follow a different process) Manager approval of direct reports raters (to ensure that the raters are representative) Ability to decline opportunity to rate. And other unique features. We tailor the business rules for your organization. For example, we can provide the following:

29 Copyright 2003 Creative Metrics We plug and play software modules to create the custom look and functionality you need. This means faster development time, more flexibility, and reliable systems. Modular Software Development

30 Copyright 2003 Creative Metrics Hosting Options Most organizations ask us to host and manage the site. We also will install the system in your environment. (We can provide your IT professionals with documentation from our latest security audit.)

31 Copyright 2003 Creative Metrics Other Topics (click on the desired topic) Keys to Success Data collection system Reporting flexibility Integration with other HR initiatives User comments about the 360 process Background about Creative Metrics

32 Copyright 2003 Creative Metrics Reporting Flexibility

33 Copyright 2003 Creative Metrics Reporting Options Reports can be delivered on paper or electronically. Electronic reports can be static or interactive, allowing sorting, manipulating displays, etc. Resources for improvement can be built into the report, so individuals can identify action steps based on their results.

34 Copyright 2003 Creative Metrics Reporting Options We have almost infinite flexibility in designing reports. We provided the following:

35 Copyright 2003 Creative Metrics Report introductions that say exactly what you would like them to say

36 Copyright 2003 Creative Metrics Complete creative flexibility in creating the look that you want (we can also suggest a look for you)

37 Copyright 2003 Creative Metrics

38 Sorting and coloring coding for easier interpretation

39 Copyright 2003 Creative Metrics Displays that avoid the use of numbers

40 Copyright 2003 Creative Metrics Various methods for reporting the highest and lowest items…

41 Copyright 2003 Creative Metrics Methods for showing gaps…

42 Copyright 2003 Creative Metrics and areas of importance

43 Copyright 2003 Creative Metrics And an endless variety of group reporting options.

44 Copyright 2003 Creative Metrics

45 Finally, we provide downloaded, interactive displays that allow navigation and automatic sorting

46 Copyright 2003 Creative Metrics Other Topics (click on the desired topic) Keys to Success Data collection system Reporting flexibility Integration with other HR initiatives User comments about the 360 process Background about Creative Metrics

47 Copyright 2003 Creative Metrics Integration with Other HR Initiatives

48 Copyright 2003 Creative Metrics Although most companies start with just one initiative, such as 360 feedback, they know that they can later add other initiatives using the same system.

49 Copyright 2003 Creative Metrics Performance appraisal Training Evaluation Career Planning Custom Metrics Talent Management Succession Planning 360 Feedback Employee Surveys

50 Copyright 2003 Creative Metrics The same platform can be used to conduct performance appraisal…

51 Copyright 2003 Creative Metrics Goal setting…

52 Copyright 2003 Creative Metrics Talent Management

53 Copyright 2003 Creative Metrics Succession planning

54 Copyright 2003 Creative Metrics Leadership needs analysis

55 Copyright 2003 Creative Metrics Assessment of executive experience

56 Copyright 2003 Creative Metrics Performance appraisal And other initiatives Training Evaluation Career Planning Custom Metrics Talent Management Succession Planning 360 FeedbackEmployee Surveys

57 Copyright 2003 Creative Metrics Other Topics (click on the desired topic) Keys to Success Data collection system Reporting flexibility Integration with other HR initiatives User comments about the 360 process Background about Creative Metrics

58 Copyright 2003 Creative Metrics User Comments

59 Copyright 2003 Creative Metrics We routinely collect feedback on feedback itself – what do people think about their existing (or previous) 360 initiatives?

60 Copyright 2003 Creative Metrics Some of these initiatives were ones that we helped to design and execute. Others were past initiatives that we were given the task of rebuilding.

61 Copyright 2003 Creative Metrics Following is a sampling of what we have heard (which of these comments have you heard in your organization?)

62 Copyright 2003 Creative Metrics When done right: Early communication about the initiative was excellent. People understood why they are going through this process and how the information will be used. When done wrong: Some of the questions were ambiguous and some looked like two different questions that were combined. I wasnt sure how to rate them.

63 Copyright 2003 Creative Metrics When done right: I thought the areas measured by the survey were definitely important to our jobs and our future as an organization. When done wrong: I got 42 email messages and was asked to rate 21 different people, some of whom I dont know very well. I found myself answering dont know a lot. It felt like a waste of time.

64 Copyright 2003 Creative Metrics When done right: I appreciated that confidentiality was stressed and that an attempt was made to train people to handle their feedback well and get value from it. When done wrong: There has been virtually no follow through. We need more resources to help people and to make them accountable for change

65 Copyright 2003 Creative Metrics When done right: I thought the workshops were lively and helpful. The trainer has great energy. When done wrong: The process of completing the survey was really laborious. 95 items is too many.

66 Copyright 2003 Creative Metrics When done right: I personally got a lot of value out of my feedback and appreciate the high response rates from the raters. When done wrong: The report was way too long. Thumbing through 25 pages is a little mind- numbing. I expected something more succinct and focused.

67 Copyright 2003 Creative Metrics When done wrong: We need a way to make sure people handle their feedback better. There definitely were some destructive outcomes, such as managers pointing fingers at individual raters When done right: The survey items were generally clear and succinct. I liked that they were short and to the point

68 Copyright 2003 Creative Metrics 1.Senior management support 2.Clear communication about the initiative 3.High quality survey content 4.Efficient data collection and reporting processes 5.Easy to read reports 6.Support to help participants understand and gain value from their feedback 7.Systems and commitment to ensure follow through Comments such as these tend to confirm our 7-keys:

69 Copyright 2003 Creative Metrics Other Topics (click on the desired topic) Keys to Success Data collection system Reporting flexibility Integration with other HR initiatives User comments about the 360 process Background about Creative Metrics

70 Copyright 2003 Creative Metrics About Creative Metrics

71 Copyright 2003 Creative Metrics History and Background We were founded in 1997 as a full service firm, offering metrics, systems and consulting. We now have offices in Colorado, Florida, Minnesota, and Brussels. We have a core of full time consultants, technical managers, programmers, project managers and coordinators, and 25 independent contractors devoted to coaching, training and consulting.

72 Copyright 2003 Creative Metrics Leadership development (Center for Creative Leadership) Metrics development and research (Personnel Decisions Research, Inc.) Large-scale data processing (National Computer Systems and Questar) Experience Our leaders draw upon their experience working for other organizations in the following areas:

73 Copyright 2003 Creative Metrics American General Amgen Applied Materials Bell Canada Beverly Industries Boston Scientific Center for Creative Leadership Citigroup Colorado Springs Utilities J.P. Morgan Chase Columbia Health One Hospitals Corporate Express Our clients include… Deloitte & Touche Eli Lilly Environmental Protection Agency Hilton Hotels Ingram Micro Insight Transition KB Homes Mail-Well McDonalds NCR National Computer Systems (NCS) Personnel Decisions Inc. Pfizer Space Mark International Sun Microsystems Sunbeam TEC Group Training Management Corporation U.S. Department of Energy USA Net Western Management Development Weyerhaeuser WorldCom (and others)

74 Copyright 2003 Creative Metrics Other Topics (click on the desired topic) Keys to Success Data collection system Reporting flexibility Integration with other HR initiatives User comments about the 360 process Background about Creative Metrics

75 Copyright 2003 Creative Metrics 360 Feedback: Keys to Success Creative Metrics (end)


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