Maximizing ROI of Multi-Rater Feedback
Background CSAA had implemented 360 feedback process two years prior to my coming into my role. No formal mechanisms in place to support the process. Executives not happy with lack of behavior change in those participating in the process. Solicited input from past participants to identify issues/barriers to behavior change. Prepared set of recommendations to improve.
Barriers Little or no orientation of participants regarding what to expect from the survey feedback process. Rater completion rates was less than ideal. Lots of “middle of the road” quantitative feedback and less than helpful open-ended comments. Participant resistance to and rationalization of the feedback. No assistance with understanding the report and/or analyzing the feedback. Little if any involvement of immediate manager in the process. Individuals not well equipped to identify key behaviors to change and incorporate into an action plan. No documented development plans.
Follow Up Meetings w/ Raters and Dev. Discussion w/ Manager Participant Orientation Session IMPROVED ACCOUNTABILITY AND ROI Rater & Guidelines Feedback Interpretation & Development Planning Session Mini-Survey Process to Measure Improvement (in process of incorporating) 360 Feedback Process Enhancements Development Plans Linked to PMP Process Phone Feedback Session with Coach
Detail of 360 Process Enhancements Participant Orientation Session (45 minutes) Web-based session to: 1) describe the benefits of participating in the process, 2) outline the steps in the process including schedule, 2) outline roles and accountabilities and, 3) assist participants in the selection of raters. Rater and Guidelines Invitation to raters to participate in the process as well as a set of guidelines to improve the quality of feedback given to participants. Guidelines to help raters: 1) understand the importance of their feedback in the process, 2) understand the rating scale and, 3) provide meaningful feedback in the open comments section. Feedback Interpretation and Development Planning Session (3-4 hours) Objective is to help participants accept and act on feedback they have received. Assists participants in drafting development plans and preparing for follow up session with raters and development discussion with their managers.
Detail of 360 Process Enhancements Phone Feedback Session with Coach (90 minutes) Feedback session with external coach to review any questions or concerns regarding feedback. Coaches have participated in an orientation session first and received feedback reports for those they will be working with. Focus of meeting is to provide additional perspective and insights as well as assist participants with refining their development plan. Follow Up Meetings with Raters Suggested follow up meetings with peers and direct reports prior to meeting with manager. Opportunity to get feedback clarified and to gain additional insights to inform feedback discussion with manager. Development Discussion w/ Manager (60 minutes) Required feedback meeting between participants and their managers. Developed a set of guidelines to provide both the participant and his/her manager assistance in holding an effective feedback and development discussion.
Detail of 360 Process Enhancements Development Plan Linked to PMP Incorporate development goals from 360 feedback process into PMP development plan. Mini-Survey Process to Motivate and Measure Improvement (TBD) Utilize follow up system to both motivate and measure progress on development goals. Participant and raters assess degree to which individual has improved his/her effectiveness as a result of the feedback.
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