Method and Business Form for Employee Management and Improvement

• US 20100120000A1
• Filed: 11/11/2008
• Published: 05/13/2010
• Est. Priority Date: 11/11/2008
• Status: Abandoned Application

• Current Assignee: CC Serve Corp. (Atlanticus Holdings Corporation)
• Original Assignee: CC Serve Corp. (Atlanticus Holdings Corporation)
• Inventors: Hytche, Monte, Bellamy, Valorie
• Application Number:
  US12/268,480
• Publication Number:
  US 20100120000A1
• Time in Patent Office: Days
• US Class Current: 434/109
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

Abstract

A method (200) for preparing a supervisor to manage an employee and for managing the employee includes the provision of a management scorecard document (400). The management scorecard document (400) can include a metric analysis portion (402), a behavior analysis portion (421), and a performance target section (434). The supervisor uses the management scorecard document (400) in a coaching session, such as a face-to-face meeting, to focus on developing employee behavior rather than simply delivering employee feedback.

Claims

1. A method of managing an employee, the method comprising the steps of:

providing a management scorecard document comprising;

a plurality of objective performance metrics corresponding to a position held by the employee;

a plurality of behavioral analytics corresponding to the employee, the plurality of behavioral analytics comprising at least one strength analytic and at least one weakness analytic, wherein each of the plurality of behavioral analytics comprises at least a current assessment of a particular behavior, a business impact corresponding to the particular behavior, and a suggested modification of the particular behavior; and

a plurality of improvement goals, each of the plurality of improvement goals corresponding to at least one of the plurality of objective performance metrics or the plurality of behavioral analytics, wherein each of the plurality of improvement goals comprises a current performance metric and a target metric;

scheduling a face-to-face management session with the employee;

meeting with the employee;

discussing one or more of the plurality of objective performance metrics, the plurality of behavioral analytics, or the plurality of improvement goals with the employee;

documenting numerical scores corresponding to at least one of the plurality of objective performance metrics on the management scorecard document;

documenting the suggested modification of the particular behavior on the management scorecard document; and

documenting at least one improvement goal on the management scorecard document; and

obtaining written acceptance of the employee on the management scorecard document.

2. The method of claim 1, wherein at least one of the plurality of objective performance metrics comprises a quality assurance metric comprising an target goal, and an observation score, further comprising the step of identifying an opportunity for improvement for the employee by comparing the target goal and the observation score, wherein the step of documenting numerical scores comprises recording an improvement target on the management scorecard document.

3. The method of claim 2, wherein at least one of the plurality of objective performance metrics comprises a customer satisfaction metric.

4. The method of claim 3, wherein at least one of the plurality of objective performance metrics comprises a team performance metric comprising a measurement of a behavioral characteristic selected from the group consisting of emotions, thoughts, reactions, opinions, and reflections.

5. The method of claim 1, wherein the current assessment of the particular behavior comprises a behavioral trend, wherein the behavioral trend comprises an indicia of performance relating to a customer service characteristic, wherein the plurality of behavioral analytics further comprises a plurality of potential employee behaviors, and wherein the step of documenting the suggested modification comprises documenting a plurality of reinforcement tips on the management scorecard document.

6. The method of claim 1, wherein the step of scheduling comprises scheduling at least one week in advance.

7. A management scorecard document configured to assist a supervisor in managing an employee, the management scorecard document comprising:

a metric analysis portion, the metric analysis portion comprising predefined matrices for recording a plurality of objective performance metrics corresponding to a position held by the employee;

a behavior analysis portion, the behavior analysis portion comprising predefined matrices for recording a plurality of behavioral analytics corresponding to the employee, the plurality of behavioral analytics comprising at least one strength analytic and at least one weakness analytic, wherein each of the plurality of behavioral analytics comprises at least a current assessment of a particular behavior, a business impact corresponding to the particular behavior, and a suggested modification of the particular behavior; and

a performance target section, the performance target section comprising a plurality of improvement goals, each of the plurality of improvement goals corresponding to at least one of the plurality of objective performance metrics or the plurality of behavioral analytics, wherein each of the plurality of improvement goals comprises a current performance metric and a target metric.

8. The management scorecard document of claim 7, wherein the plurality of objective performance metrics comprise at least a quality assurance metric, a customer satisfaction metric, and an employee behavior metric.

9. The management scorecard document of claim 8, wherein the quality assurance metric comprises at least a goal, a first employee performance measurement corresponding to a predetermined amount of past time and a second employee performance measurement corresponding to a predetermined amount of time under review, wherein the metric analysis portion further comprises a comparison portion for recording a grade stemming from a comparison of the first employee performance measurement with the second employee performance measurement.

10. The management scorecard document of claim 8, wherein the customer satisfaction metric comprises a customer service delivery metric desired result and a customer service delivery metric achieved result.

11. The management scorecard document of claim 8, wherein the employee behavior metric comprises a percentage of adherence by the employee to a predetermined goal and an objective measurement of employee behavior corresponding to the percentage of adherence.

12. The management scorecard document of claim 8, wherein the plurality of objective performance metrics further comprises a job specific metric corresponding to the position.

13. The management scorecard document of claim 12, wherein the position is a customer service representative, wherein the job specific metric comprises an average time for each customer service call.

14. The management scorecard document of claim 7, wherein the current assessment of the particular behavior comprises a behavioral trend exhibited by the employee.

15. The management scorecard document of claim 14, wherein the behavior analysis portion comprises a illustrative behavior portion configured for recording at least two illustrative behaviors, wherein the suggested modification of the particular behavior comprises at least two reinforcement tips corresponding to the at least two illustrative behaviors.

16. The management scorecard document of claim 7, further comprising a future success portion, the future success portion comprising a predefined matrix for recording an indicia of current performance, an indicia of target performance, and a time for achieving the indicia of target performance.

17. The management scorecard document of claim 16, wherein the future success portion further comprises cells for recording acceptance by the employee and acceptance by the supervisor.

18. The management scorecard document of claim 7, further comprising a goal portion comprising a business alignment portion for recording a business alignment goal, a team improvement portion for recording a team improvement goal, and an individual improvement portion for recording an individual improvement goal.

19. A method of preparing a supervisor to conduct a performance review with an employee, the method comprising the steps of:

obtaining employee performance data by observing the employee performing a job;

providing a management scorecard document comprising;

a plurality of objective performance metrics corresponding to a position held by the employee, the plurality of objective performance metrics comprising at least a quality assurance metric comprising at least a goal, a first employee performance measurement corresponding to a predetermined amount of past time and a second employee performance measurement corresponding to a predetermined amount of time under review, wherein the plurality of objective performance metrics further comprises a comparison portion for recording a grade stemming from a comparison of the first employee performance measurement with the second employee performance measurement;

a plurality of behavioral analytics corresponding to the employee, the plurality of behavioral analytics comprising at least one strength analytic and at least one weakness analytic, wherein each of the plurality of behavioral analytics comprises at least a current assessment of a particular behavior, a business impact corresponding to the particular behavior, and a suggested modification of the particular behavior; and

a plurality of improvement goals, each of the plurality of improvement goals corresponding to at least one of the plurality of objective performance metrics or the plurality of behavioral analytics, wherein each of the plurality of improvement goals comprises a current performance metric and a target metric;

populating the first employee performance measurement corresponding to the predetermined amount of past time and the second employee performance measurement corresponding to the predetermined amount of time under review with at least a portion of the employee performance data;

instructing the supervisor to schedule a face-to-face management session with the employee;

instructing the supervisor to complete the management scorecard document during the face-to-face management session; and

receiving a completed management scorecard document from the supervisor.

20. The method of claim 19, further comprising the step of requiring the supervisor to attend training regarding completion of the management scorecard document prior to the step of instructing the supervisor to schedule the face-to-face management session with the employee.