Need Performance Scorecards
Cost Effective Performance Management
Costly Turnover
Lack All in one Performance Management Solution
Incentive and Recognition Programs

Need Performance Scorecards

Problem:

You know that things are moving, you know what expenses exist but you have trouble finding enough detailed operations data to make accurate and dynamic business decisions. You believe that the issue must be the accounting system or database system used by your customer service, order entry, or manufacturing staff. You don’t know the answers but you need them quickly.

Finding actionable information within a public agency is just as difficult as in larger organizations. Oh, there is data, but turning that data into a form that can be used is the challenge. You want to:

• Better understand shifts in citizen(customer) perceptions
• Better organize customer service efforts to meet customer perceptions
• Understand how much support costs for each customer
• Understand if agency and service initiatives are working in tandem or against each other

Solution:

Leveraging our team of advisors, we can help your agency better service it’s citizen customers with a defined growth and migration plan that outlines a strategic infrastructure plan across people, process, and technology. This plan will mirror your strategic objectives and yet provides a growth model to measure future parameters to success. We utilize the Balance Scorecard Model throughout this process. Balanced Scorecard Business Model Benefits

• Clearly communicate the mission and vision of an organization to all levels and departments
• Enhance management focus and ensure initiatives are aligned to original mission and vision statements
• Ensure the readiness of your organization to engage in dynamic business events that might arise.
• Delivery of an operations and initiatives model that can be managed by your staff on a consistent basis without the need for outside assistance.
• Improve customer service and consistency in which that service is delivered

Success Stories:

Small Business Contact Center Outsourcer-Balanced Scorecard and Growth Initiative
Small Business Retail-Balanced Scorecard and Growth Initiative
Financial Services-Optimization and Growth Planning
Dispatch & 911-Optimization and Growth Planning

Cost Effective Performance Management

Problem:

You find that your staff is working hard, yet not achieving the results required. You have identified performance goals, you have job descriptions, and you have incentive and recognition programs. What else do you need you ask yourself? Many organizations find themselves in this position. Without a truly integrated performance management system, most organizations will not realize the true potential lying within their existing people, processes, or technology.

Solution:

A performance management system starts with the development of a true Employee Development Program that is designed to provide enhanced support towards accomplishing increased business results. This program must: increases the competency and productivity of all employees, reduce the risk of customer related issues associated with administration of policies, reduce the time necessary to develop the competency of new employees and get the “to the floor”, increase the consistent application of company-wide standardized policies, procedures, products and philosophy, provide a cost effective yet efficient system for developing current staff to ensure customers receive consistent and quality service, provide a flexible training system that responds to individual learning needs and changing staff development demands and finally, one that provides a clear career path for growth; thus increasing employee retention and reducing costs associated with employee churn.

Success Stories:

Financial Services-Employee Development Program
Financial Services-Performance Management System Program
Media & Radio Networks-Employee Development Program

Costly Turnover

Problem:

‘Employee retention' has assumed mythological status in recent years - a problem seemingly so large that just understanding the issues involved seems intimidating. Our client’s state that we helped them suddenly see the potential lying right within their organization, in short, we created an Epiphany.

More often than not we find that incentive plans, training programs, and departmental cultures are not aligned with the strategic goals of the organization. Thus, people are not performing as expected; Staff members are frustrated, management is frustrated and retention problems arise.

Solution:

Our belief is that people stay where they feel at home. To feel at home one must feel:

• They are important to the overall cause at hand and understand where their roles aligns
• They must feel that there opinions matter
• They must feel that compensation programs reward low, average, high, and exceptional staff appropriately
• They must believe that the organization cares as much about them as they do about their job.

Organizations work with us to design and implement employee development programs that express who you are as an organization and ones that consistently align program to strategic operational goals, even as they change. We will first work to identify the organizational goals and then we will work to align those goals through all aspects of Employee Development including Mentoring and Coaching, Employer Branding, Retention Strategies, Recruiting & Orientation, Compensation Programs, & Training.

Success Stories:

Financial Services - Employee Development Program

Lack All in one Performance Management Solution

Problem:

Many of today's organizations have deployed a host of applications such as customer relationship management (CRM) tools, quality management tools (QM) tools, and workforce management (WFM) tools designed to provide data that will help them improve their output and operate more efficiently. However, with this myriad of disconnected sources of information, the data can be useless if it's not aggregated and presented in an easily accessible and meaningful way.

Solution:

When your employees succeed, your organization does too!

To achieve maximum performance, employees and managers need to work at their optimal level while focusing on organization goals & objectives as well as specific tasks. The best managers and supervisors work as coaches and mentors to help individuals improve their performance; The Comb Groups Clear Potential service series helps your managers focus their one-on-one time in support of front line employee’s success. With Clear Potential managers, supervisors and employees can access daily, weekly, monthly and quarterly performance measures depending upon on frequency of operational reviews. Employees are able to see how their performance compares to that of their peers either on an anonymous or comparative basis. This approach empowers employees by giving them a personal sense of ownership in their work, resulting in improved job performance which benefits the overall performance of the organization.

Success Stories:

Health Insurance - Performance Management

Incentive and Recognition Programs

Problem:

An organization is only as good as its people, and most organizations have as their goal to have the best. These organizations focus on recruiting and retaining exceptional people, but they usually don’t stop there: they are committed to the ongoing training and development of staff. Ongoing development benefits not only employees, but also our members because it keeps us at the leading edge of changing technologies, changing policies and regulatory issues. Incentives and Recognition programs fall within employee development. Must human beings need a reason to be. Yet, incentive and recognition programs only work in certain organizations, in certain departments. Many times, organizations develop counterproductive incentive and recognition programs.

Solution:

The Comb Group builds all incentive and recognition programs to proactively meet the changing needs of organizational employees through skills development, regulatory and policy training, professional development, and career exploration.

The Comb Group has worked with many organizations to develop an employee development program with the following process in mind:

1) Self Awareness- Helping employees become more aware of who they are and what their strengths and weaknesses are.

2) Career Awareness-Helping employees better understand what the possibilities are in mapping strengths to growth opportunities at TRS

3) Individual Development-Working on an ongoing basis with the individual to determine what a possible development plan for them is in order to continue to improve their performance in their current position as well as to progress further if that is what they desire.

4) Performance Management-Working to consistently coach and illustrate to individuals how they are performing against all goals at all time.

Success Stories:

Financial Services-Employee Development Program