Company profile:

• One of Southern California’s foremost medical groups dedicated to the well being of its patients and the communities it serves
• Approximately 2,500 employees and clinicians spread across 40 business locations throughout the region

Business challenge:

• Company wanted to create strategic culture change to promote healthier work environment for employees and more positive image within its communities
• Significant turnover and ongoing transition in HR department inhibited ability to implement new policies or drive successful change efforts

Talent management and process improvement solutions provided include:

• Facilitated integration of four distinct HR units during re-branding and launch of new Employee & Clinician Services department
• Evaluated current benefits and rewards programs and implemented changes, like the “Preferred Partner Pass” discount program, that aligned with corporate objectives to promote better health and wellness
• Designed and implemented new performance management process, including automated performance assessment tools and a goal-setting training program to educate management and staff
• Designed central Program Management Office to manage strategic process improvement initiatives and facilitated customized project team visioning activities
• Developed various HR policies and procedures to standardize business practices across organization
• Created corporate communications for management and staff to expedite rollout process and enhance acceptance of new policies and program changes
• Performed ROI analyses and systems assessments on several HR information systems, including web self-service, online recruitment and time and attendance

Key business results:

• Enabled successful rollout of new Employee & Clinician Services department committed to delivering results with excellence, integrity and compassion
• Effectively designed and executed key policies and procedures to support organizational improvement
• Delivered high-quality organization development and change services to other areas of the business to support their ongoing strategic change efforts

Jeremy helped us through a difficult transition process and truly served as a lifeline to us all. In addition, Plus Delta’s team of talented consultants continued to meet our ongoing business needs on a variety of other business-critical initiatives.

- Vice President, Employee & Clinician Services

Managing a highly diverse and changing workforce has created new challenges for senior leaders. And as today’s organizations continue to undergo drastic changes as well, new requirements for managing a productive workforce are presenting important questions about how people fit into overall corporate strategy. Companies that are seeking to align their people strategies to organizational imperatives must now commit themselves to implementing a complete talent management approach.

Also referred to as “succession management”, this process of taking proactive measures to ensure the long-term success of your business operations requires a holistic approach to integrating what once used to be very separate and distinct Human Resources functions. This is not just a fad, or “flavor of the month” program, in today’s organizations though. In fact, 77% of the HR professionals surveyed by the International Association for Human Resource Information Management (IHRIM) last year stated that talent management will only increase in importance over the next 3 years. (IHRIM & Knowledge Infusion, 2006 Talent Management Survey) That means that senior leadership will – or at least should – be placing much more attention on their people moving forward.

After spending hundreds of millions of dollars implementing new operating systems and redesigning core business processes, senior leadership seems to have finally realized that it is their people who make these systems and processes work. So they are now asking all employees, including management and staff, to become strategic business partners in managing – and streamlining – business operations in order to meet their organizational objectives. If they are successful, these performance improvements will produce higher quality products and services while oftentimes reducing overall operating costs. These benefits will not be created overnight though. It will likely take quite some time – too long for some leaders – to produce these anticipated benefits.

To be successful then, leaders cannot have a short-term focus. And providing employees feedback only once a year during their annual performance reviews is not enough! To help your employees succeed – and stay committed to the organization – you must start at the beginning of the employee life-cycle and create a positive climate by providing continuous opportunities for development and helping your employees manage their performance on an ongoing basis. For this reason, Plus Delta’s methodology for leading Talent Management initiatives includes an extensive plan for addressing key business challenges in the following areas of focus:

• Recruitment and selection – Identify best practice procedures to enable the effective sourcing of qualified candidates and smooth transitions for new employees once they are hired
• Training and development – Design and implement extensive programs, including instructor-led workshops, computer-based training, and one-on-one mentoring, to support the ongoing development of a productive workforce
• Performance and succession – Establish a process for setting performance goals, conducting appraisals, career pathing, and creating a coaching culture to encourage performance improvement and groom your next generation of organizational leaders
• Rewards and retention – Develop comprehensive pay systems and incentive programs to motivate your employees and drive the long-term retention of your high-potentials and other top performers
• Systems and processes – Utilize advanced technologies and document consistent policies and procedures to establish efficient business practices that enhance organizational performance

Talent management requires continuous efforts to engage managers and employees in regular coaching, training, and development efforts. With focused attention to attracting, developing, and retaining your talented workforce though, you will be better able to compete in today’s competitive marketplace by engaging your employees in managing the success of the organization.

Can Plus Delta help you improve performance by developing an integrated Talent Management strategy? Please contact us directly at +1 (310) 589-4600 or send us an email at info@plusdelta.net to find out more about our proven approaches in this area.

• Are you dreading that upcoming annual performance appraisal that you give your employees?
• Are you frustrated at how much time you spend on them for little-to-no results?
• Or, are you confused at where to even start because it’s been years since you last had the ‘pleasure’ of providing such appraisals?

Here’s the reality: Managing employee performance is a process, and not a one-time event. It is an approach to leading your people that, when done correctly, leads to individual and organizational success. It also helps establish a shared understanding of what is expected and how it is to be achieved. According to recent research, companies that have performance management programs in place tend to have higher profits, better cash flows, stronger stock market performance, and a greater stock value than those that do not. (Hewitt Associates, 1994). Performance management systems have also been found to directly influence critical organizational outcomes such as productivity, quality, customer satisfaction, and employee job satisfaction. (Development Dimensions International, 1997). The two most important people in the managing performance process are you and your direct report.

How would you like to take the hassle out of performance appraisals, while at the same time have an easy way to give employees difficult feedback? Plus Delta has designed a performance management process that helps easily align the goals of the organization overall so that they’re in sync with every business unit and with the performance expectations of the employees. Here’s a basic overview of the approach, one that has proven to achieve success:

• Clearly define expectations – Make sure each individual is clearly accountable for specific tasks they are expected to perform. This is what someone is paid to do. Individual roles and responsibilities need to be articulated in current and accurate job descriptions – and then communicated clearly so that individuals understand the minimal requirements for the job.
• Set S.M.A.R.T. performance goals – Performance goals go beyond individual job expectations. You should be encouraging continual improvement and growth at every level in your organization. To be effective, these goals must be “SMART” – Specific, Measurable, Action-Oriented, Realistic (but with a stretch), and Time-Bound.
• Conduct reviews like clockwork – Clearly calendared mid-year and year-end reviews give supervisors and their direct reports the opportunity to assess progress towards well defined goals. These regular reviews also help determine when new goals might be needed. They are easy to conduct once a standard performance appraisal form is created.
• Provide regular coaching and support – Informal weekly or monthly “check-ins” with your employees will be well received and will provide a regular opportunity for interaction and feedback that will help team members further develop existing skills.

The real key to success in managing performance is this: It is an ongoing and iterative process. The greatest challenge in successfully managing employee performance is not specifically about the individual employee. It is in integrating this performance management process with the organizational objectives and keeping the two expectations in line. As the needs of your business change, performance expectations and goals need to follow suit. Flexibility, clarity of expectations, and commitment to continuous feedback all contribute to effective performance management, as does making sure that these benchmarks are clearly aligned with the organization’s overall objectives.

When implemented properly, there are several benefits of following Plus Delta’s four-part performance management process. First, effectively managing employee performance provides a clear benchmark for performance expectations. In addition, this approach establishes a framework for discussing employee capabilities in a meaningful way. It also helps to readily identify performance improvement opportunities while providing useful information for continuous goal-setting.

Plus Delta can help enhance the success of your performance management process. To learn how to create a culture within your organization for encouraging performance improvement and growth, please call Dr. Jeremy Lurey directly at +1 (310) 589-4600 or send him an email at jslurey@plusdelta.net