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I am at a small firm and have a couple of staff who focus almost entirely on day-to-day work that is mostly manual. They and I struggle every year to identify goals for them and their team that can be measureable. We don't have systems or tools that would make this easy. Should I still ask them to design simple metrics that they can track to see how they are doing from an accuracy and timeliness standpoint? How should I respond if they say that would add a lot of work and slow down their servicing for clients?
What is measured and reported is valued
Hi - I have a similar problem.
Should I still ask them to design simple metrics that they can track to see how they are doing from an accuracy and timeliness standpoint?
Yes - you need a measurable standard. They need one too -- but don't like it. I understand.
How should I respond if they say that would add a lot of work and slow down their servicing for clients?
Here are some of my standard response (s) :
"I am willing to accept a short term loss in productivity for the benefit of the measurable metrics. You will get used to it"
(BTW - they can almost always fit it in with little loss of productivity)
"What is measured is what is valued. I have people that I need to answer to as well. We, as a department, need to provide this measured data to justify our work here. If I can't deliver metrics about our department to my supervisors, then I have a harder time justifying your continued employment"
"Our department is important. Every time we create metrics and report them we show the entire organization exactly how and why we are valuable to them --- in short - We can make our case."
"I need to base my appraisals of your performance on something. You wouldn't want me to just make stuff up because I like you or not -- do you ? What would you suggest be a good measure and standard that I should appraise your performance on ? "
AND
Other Goals ---- Don't forget that you can set relationship Goals as well. Lunches with a colleague, participation with other activities in the organization - company picnic - running meetings - volunteering for committees.
-- And When they say that stuff takes away from "the real work" -- Go back to the standard answers.
"Good work behavior is based on Results and Relationships, I am willing to accept a short term loss in productivity for the benefits of better Results and Relationships in our organization. "
"This organization needs good folks on these committees. Overall it is a benefit to the organization. I will note your participation on your annual appraisal, it becomes a measurable Metric. A positive work behavior that we can count and document. "
"Remember that what is measured and reported is what is valued. Your relationship building activities and participation can be measured and reported on your annual appraisals. It helps me show how much of an important and valued employee that you are to the organization"
Just some ideas
Good Luck
TJPuccio