© Copyright 2015 Team Coaching International. The information in this document is confidential. Linking TPIs to KPI: Coaching Teams for Successful Business Performance Presenter: Carole Lyles Shaw Team Performance Coach™ Moderator: George Johnson Chief Executive Officer

© Copyright 2015 Team Coaching International. The information in this document is confidential. Upcoming Webinars Learn About the ROI Methodology for Team Coaching >November 6, 11am US Central time CDT, 6pm Europe CEST How to Bring Team Performance Coaching™ Throughout a Company >November 19, 11am US Central time CDT, 6pm Europe CEST

© Copyright 2015 Team Coaching International. The information in this document is confidential. What We’ll Cover Today  Linking TPIs & KPIs: Two Track Coaching Process >KPIs: Practices & Measures >Preparing for the KPI Session >Facilitating the KPI Session >Follow Up >Q&A

© Copyright 2015 Team Coaching International. The information in this document is confidential. Two Coaching Tracks Team Development Track: TPI’s Business Track: KPI’s

© Copyright 2015 Team Coaching International. The information in this document is confidential. Team Performance Indicators ™

© Copyright 2015 Team Coaching International. The information in this document is confidential. Team Performance Indicators ™

© Copyright 2015 Team Coaching International. The information in this document is confidential. Team Coaching Process 1 Discovery 2 Baseline Diagnostic Deployed 3 Report Revealed 4 Follow Up Coaching 5 Follow-Up Diagnostic Re-deployed Outcomes defined Current situation identified Online assessment completed Report generated Deliver team report Create initial awareness of opportunities to improve Design next steps for ongoing team development Meet with team on an ongoing basis 1–2 x per mo 60–90 min 6 mos–1 yr in person or virtual Create a second benchmark to show progress and assess where ongoing team development is needed PHASES DESCRIPTION Provide coaching on team accountabilities and progress When to Use KPI’s

© Copyright 2015 Team Coaching International. The information in this document is confidential. What are KPIs? >Key Performance Indicators (KPIs) are business/organizational metrics that help the team:  Understand and align its purpose  Prioritize its activities  Assess its impact

© Copyright 2015 Team Coaching International. The information in this document is confidential. KPI Alignment Organizational Strategic Plan Unit Plan & Goals Team Plan & Goals What are the organizational metrics that this team must have an impact on?

© Copyright 2015 Team Coaching International. The information in this document is confidential. Best Practices for KPI’s >Measurable >Single Value >Long and Short Term >Quantitative >Qualitative

© Copyright 2015 Team Coaching International. The information in this document is confidential. Types of Measures  Inputs: FTE’s; workstations  Outputs: # of calls answered per hour  Efficiency/Productivity: #calls answered/FTE’s working per hour  Outcomes: Customer satisfaction scores  Project: System upgrade $ spent vs $ budgeted CASE: Leadership Team managing a call center taking customer complaints and inquiries.

© Copyright 2015 Team Coaching International. The information in this document is confidential. Case: Healthcare

© Copyright 2015 Team Coaching International. The information in this document is confidential. What are examples of KPI’s that your client teams have developed?

© Copyright 2015 Team Coaching International. The information in this document is confidential. In Advance: Preparing for the KPI Discussion >Review Strategic Plan (team and organizational) >Review scorecard: current metrics

© Copyright 2015 Team Coaching International. The information in this document is confidential. Facilitating the Session >Team Skills  Listening  Summarizing (every 8 minutes)  Conflict Management  Leadership role and coaching (real time/offline) >Visible Memory/Notetaking  Key Questions  Capture Decisions

© Copyright 2015 Team Coaching International. The information in this document is confidential. Facilitating the KPI Session >Review business metrics: what is the organization measuring and why? [strategic plan review] >Brainstorm in small groups/present results to large group:  What are the business metrics that this team directly affects?  What are the business metrics that this team indirectly affects?

© Copyright 2015 Team Coaching International. The information in this document is confidential. Facilitating the KPI Session >Cascading Exercise: Conduct discussion in small groups and present to larger group  What are the team’s KPI’s (metrics) now and ideally?  What data is currently available for these KPI’s? >Decide: Team and team leader select best KPI’s  Decide on KPI’s for the team and show link to business metrics  Set KPI baseline and targets over time  Decide how data will be gathered and analyzed

© Copyright 2015 Team Coaching International. The information in this document is confidential. Facilitating the Session >Plan Follow Up  How frequently will the team look at its KPI data?  Try to have KPI data available when 2 nd assessment is done

© Copyright 2015 Team Coaching International. The information in this document is confidential. Questions?

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