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All too often, something is lost in translation between the development of organizational strategy and the delivery of results. The objectives set forth in corporate vision and direction documents are sound; the executives tasked with developing goal-centric metrics are experienced and familiar with the challenges of managing employees. But somewhere along the way, the demands of frontline metrics and the demands of corporate strategy disconnect, and customers and shareholders are often left with mixed messages from the company. Worse, valued employees can feel that they are being given contradictory tasks to perform – leading to attrition and high recruiting costs.

 Performance Optimization was designed specifically to bring organizational strategy directly onto the employee desktop, not as a slogan or an abstract concept, but as an everyday goal with achievable, real-world metrics. Performance Optimization tools make it possible for employees to see organizational goals translated directly into metrics that make sense for frontline employees, supervisors, managers, and executives. But Performance Optimization goes far beyond the synergy of corporate strategy with workday performance metrics. Using business processes like Ultimate Rewards, employee reward and recognition programs are tailored to provide incentives for high-performing employees by varying employee rewards as goals are achieved and exceeded. By adding the employee performance tracking and dashboard reporting tools provided by Empower, everyone in the organization – from frontline employees to executive management – can see, in near-time, their individual and group progress toward those goals.

The tools and processes of the Performance Optimization system are not confined to the reward, recognition, and performance management process, however. They are linked seamlessly with the other components in the human capital process, talent acquisition and learning, to provide best end-to-end solution for human capital management. Information gathered from the Performance Optimization process is used to refine talent acquisition practices and on-demand education. When we identify the profile for a top-performing frontline employee, the information is passed in near-time to recruiting and testing to further focus recruiting and hiring activities. That same information is also used to identify specific learning curriculum content to be incorporated into on-demand education and training programs.

Case Study

Performance Optimization has achieved measurable positive improvements. A wireless telecommunications firm has seen overall performance scores increase in three facilities; in one, performance scores improved from 46% to 60%. Attrition at a leading money transfer company decreased monthly from 12% to 5%, while customer satisfaction increased from 73% to 92%. At a leading financial services firm, quality scores improved from 72% to 88%, and customer satisfaction scores for a financial services firm climbed from 54% to 66% in seven months.

Empower

With Empower, corporate strategy is no longer confined to a C-level mission statement or ‘glass tower’ memo – it lives and breathes on the employee desktop, informing each customer interaction, extending and enhancing the company message and culture every day. Empower creates a direct link between your organizational goals and objectives and the frontline employee workday – right down to detailed tracking of progress toward those goals and variable pay based on that progress. Empower tracks frontline employee performance in near-time and presents up-to-the-minute, easy-to-navigate dashboard data to supervisors and managers – data that can be used for immediate coaching, training, rewards and recognition. Empower also allows employees to access on-demand educational programs to increase their capabilities and performance.