Managing Performance Instead of Performance Managing You Performance

Managing Performance Instead of Performance Managing You! Performance Management & Continuous Improvement Workforce Texoma The Employment Office

OVERVIEW Ideology Customer Satisfaction Program Performance Workforce Texoma The Employment Office

CUSTOMER SATISFACTION POPULATIONS – PARTICIPANTS • • • Workforce Investment Act (WIA) TANF / CHOICES Food Stamp Employment & Training Welfare-to-Work (Wt. W) Resource Room Orientations – EMPLOYERS Workforce Texoma The Employment Office

CUSTOMER SATISFACTION SURVEYS PARTICIPANT DISMINATION – Universal Applications – Orientations – Job Search Workshops – Career Specialists EMPLOYER DISMINATION – Mail with Stamped, Return Addressed Envelope Workforce Texoma The Employment Office

CUSTOMER SATISFACTION TIMEFRAME OPTIONS COLLECTION TIMEFRAME OPTIONS – On-going – Monthly – Quarterly – Semi-Annually Workforce Texoma The Employment Office

STAFF HELPFUL & COURTEOUS 1 = Very Dissatisfied / 10 = Very Satisfied Workforce Texoma The Employment Office

“IDEAL PROGRAM” 1 = Very Dissatisfied / 10 = Very Satisfied Workforce Texoma The Employment Office

OVERALL SATISFACTION 1 = Very Dissatisfied / 10 = Very Satisfied Workforce Texoma The Employment Office

GETTING THE WORD OUT Posters / Banners in Workforce Centers Billboards Newsletters – Employee – Participant / Employer • Available at Workforce Centers • Mailed to Participants & Employers Letters – Mailed to Employers Workforce Texoma The Employment Office

CUSTOMER SATISFACTION REFERENCES US DOL Final Report: Customer Satisfaction Pilots "Customer Satisfaction Pilot Studies and Analysis” – http: //www. icesa. org/articles/template. cfm? results_art_fi lename=custfinal. htm Training & Employment Guidance Letter (TEGL) 7 -99 Core and Customer Satisfaction Performance Measures for the Workforce Investment System – http: //usworkforce. org/tegl-7 -99. htm American Customer Satisfaction Index – http: //acsi. asq. org/ University of Michigan Business School ACSI – http: //www. bus. umich. edu/research/nqrc/acsi. html Workforce Texoma The Employment Office

PROGRAM PERFORMANCE Basics – Don’t overdo it – Make it useable – Something for everyone – Make report concise Workforce Texoma The Employment Office

PERFORMANCE REPORT Performance Graph – All Programs Represented – % of Total Indicators Exceptions Report – Indicators not meeting – Corrective action plan Workforce Texoma The Employment Office

PERFORMANCE GRAPH Workforce Texoma The Employment Office

EXCEPTIONS REPORT Workforce Texoma Performance Report Workforce Texoma The Employment Office

PERFORMANCE DESK AID From TEGL 7 -99 – Definitions of performance indicators – Provides a picture of exiters – Provides strategies for case managers Workforce Texoma The Employment Office