绩效辅导

Continuous improvement is a mindset

We all know that feedback is important to help individuals and teams improve. Having an appropriate model and focus for coaching will improve the value of feedback. High-performance coaching is about helping people reach their full potential, in any area of their lives. For the manager as coach, this means working with people to improve their performance at work.

High-performance coaching may also involve working with other people within your organization – collaborating with other managers and leaders to make the workplace a high-performance organization, one that helps everyone to perform at their best by resolving the most important issues as effectively as possible.

什么是诊断学

Improved performance requires increased capabilities and capacity

  • Observations drive accuracy

    Helping people maximize their performance when adding news skills requires feedback that is framed in terms of accurate descriptions of what is going on. Sharing data that is inarguable and free from judgement, interpretation, or assumption, yields a clear roadmap of the changes necessary for higher levels of performance.

  • Building relevance ensures engagement

    When we provide feedback on things that are important, and that the recipient cares about, we ensure engagement and a willingness to act on the information. Building relevance ties new capabilities and skills to desired outcomes and ensures behavioral alignment with organizational goals and objectives.

  • Establishing consequences confirms results and guides choices

    Being transparent about the consequences of behavior change and maintaining status quo confirms the boundaries and constraints for the person receiving coaching. Creating a context for action makes it easier for the feedback to be matched to behavioral outcomes.

  • Actionable feedback creates momentum

    Coaching is not passive. Creating a persistent flow of performance modifying feedback that supports the right actions, executed in the right place, at the right time, maximizes effectiveness and yields organization momentum.

The greatest athletes would never be without one

详见下表

Coaching to gain a competitive advantage

Managers control the involvement of the right people, but effective coaches help employees gain confidence in moving ahead by recognizing their capabilities and responsibilities.

 

When tough situations arise, coaches provide oversight and structure.

 

Good coaching inspires individuals to develop their own expertise and insights, and find they are better equipped to step up and meet new challenges.

成功案例

挑战

Microsoft’s Customer Service & Support (CSS) offers support in 41 languages and 191 countries. With 8 billion customer touches annually customer service professionals have unique insights into how customers use products, services and devices. In 2014 CEO, Satya Nadella instituted a “Growth Mindset” emphasizing a cultural obsession with customer satisfaction and a commitment to lifelong learning. Since then, the value of the company has nearly tripled, and CSS has partnered with Kepner-Tregoe (KT) to better serve customers by embedding KT processes.

1

Case/day average DTS decrease

27

Minutes average TMPI decrease

结果

To measure the impact of the KT training and support project for CSS customers, key metrics were recorded 12 weeks before the workshops and 12 weeks after. Results of total improvements during the first year:

3.3%

Improvement in customer satisfaction

挑战

在延锋汽车内饰,竞争激烈的商业环境每天都在挑战着员工,为世界领先的汽车制造商提供卓越的产品。汽车内饰部件和系统必须按照严格的标准制造,以确保安全和耐用。制造过程的质量是至关重要的。

3,000%

ROI Verified

$10K

Average per project

结果

Over 130 tracked-and-closed projects had generated a per-project average of $10,000. A critical component to the Yanfeng Automotive Interiors program is a financial controller’s validation and verification of the project results. Having this quantified project validation supports ongoing investment in training and skills development with data-driven results. Larger projects, such as cost avoidance types, are not included in this total.

挑战

福克公司希望提高他们解决问题的成熟度。这意味着要提高问题信息的质量和完整性,加快根本原因分析,并在正确的时间让正确的人参与进来。

4.5

分拆费用减少百万欧元

70%

特定部门的不合格品在3年内减少

结果

成功的衡量标准是不合格品的大幅减少,每年节省数百万欧元。一种积极主动的文化已经取代了被动解决问题的 "救火 "方式。

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