Developing Meaningful Performance Measures Of Results Comcast Tina Waters
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Transcript of Developing Meaningful Performance Measures Of Results Comcast Tina Waters
IQPC - Strategic Performance Management & Measurement Summit
Tina Waters │March 2012
Powering the dream Powering the dream
National Customer Operations – People Strategy
Realize the best performance from employees by:
• Attracting and hiring the best
• Developing the appropriate knowledge, skills, and abilities
• Cultivating feelings of engagement with Comcast
• Building motivation to work and dedication to Comcast
• Strengthening productivity and customer service excellence
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Powering the dream Powering the dream
ATTRACT & RECRUIT
ON-BOARD & TRAIN
DEVELOP & PERFORM
REWARD & PROMOTE
RETAIN & GROW
Selection
Tools
Comcast
University Career Progression Plans & Reward / Recognition
Standard
assessment
for pre-
employment
screening
Standard
interview
guide
New hire
training
Ongoing
training for:
1) HR compliance 2) New products 3) Career
progression
CommTech
Comprehensive career path program for Comcast field
technicians
Quarterly Frontline Bonus
Reinforces performance and connects employees to how they
contribute to the customer experience
Bow Tie Awards
Recognizes top frontline employees who
consistently exceed key performance goals.
Circle of Success
Celebrates employees who go above and
beyond to live the Credo, while improving our
company and customer experience
Employee
Lifecycle
How Do We Get the Best Performance? ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●
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Powering the dream Powering the dream
A CASE STUDY
Developing Meaningful Performance Measures for Results
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Powering the dream Powering the dream
Performance Management Support
Leader’s Guide available to all people leaders:
• Performance management calendar
• Setting goals for “how to”:
Behavioral goals – the “how”
Individual goals – the “what”
• Sample development plans
• Sample agendas for goal setting meetings
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Powering the dream Powering the dream
Our Approach to Goal-Setting
• Tie employees’ day-to-day activities to Comcast’s strategic
business objectives
• Provide employees with clear expectations for their job
performance
• Facilitate top performance by providing employees with tools and
resources that will help them succeed
• Establish desired outcomes Managers can use to objectively
measure and optimize employee performance
• Lay the groundwork for effective performance differentiation
between employees at the time of performance evaluation
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Powering the dream Powering the dream
Our Promises to Customers
1. We will give you a 30-day, money-back guarantee on our video,
voice or high-speed services.
2. We will always be on time within your appointment window or we'll
credit you $20 or give you a free premium channel for three
months.
3. We will resolve routine issues in one visit or we'll credit you $20 or
give you a free premium channel for three months.
4. We will treat you and your home with courtesy and respect.
5. We’re here for you, 24 hours a day, 7 days a week to answer
questions at your convenience.
6. We will offer easy-to-understand packages and provide you with a
clear bill.
7. We will continually offer the best and most video choices.
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Powering the dream Powering the dream
CommTech Career Progression
Certify to
CT2 in 90-
days
Max
Certify to CT3
in 5-months
to 18-months
Self-
Progression
Must be at
Proficient or
Advanced to
move to CCT4
CCT5 is Posted
Position
NCT4 is Posted
Position
NCT 5 is Self-
Progression
CT1: Trainee/New Hire
CCT4: Expert-level triple play
and Commercial installations
and service
CCT5: Complex Commercial
installations/surveys NCT5: Optical Fiber and
Facilities Maintenance
NCT6: Headend and C-RAN
Maintenance
CT3: Multi-Product residential and basic commercial installation and
service including Video, CDV, CHSI
CT2: Video and CHSI installations and service
NCT4: Coaxial and Fiber
Network Maintenance
Functional Proficient Advanced
Network CT
Functional Proficient Advanced
Functional Proficient Advanced Network CT
Must Stay in Horizontal Level for Two Consecutive Quarters
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Powering the dream Powering the dream
Linking Performance to Customer Expectations
Customer Promise Individual KPIs Behavioral Goal
We will always be on time
within your appointment
window
Rework Rate
Make it easier for the
customer to do business with
us by providing first interaction
resolution every single time
We will resolve routine issues
in one visit Rework Rate
We will treat you and your
home with courtesy and
respect
Voice of the Customer
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Powering the dream Powering the dream
The Results…
"Last year was a very important year for our company. Cable continued to
drive innovation, increase new product introductions and transform the
customer experience, and we successfully integrated NBCUniversal. We
also reported strong financial and operating results in both the fourth quarter
and for the full year. Specifically, cable had another terrific quarter of
improving customer metrics, demonstrating that our new XFINITY brand
and our intensified focus on service and innovation are making a real
difference…”
Source: Brian L. Roberts, Chairman and Chief Executive Officer
of Comcast Corporation, 4th Quarter and Year End 2011 Results
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• 2011 Consolidated Revenue increased 47%
• Operating Cash Flow increased 26%
• Operating Income increased 34%
• Free Cash Flow increased 30% to $7.0 Billion, with $5.2 Billion from Cable
Powering the dream Powering the dream
The Employee Experience Results
• Attrition of 10% or less
• Comcast employee engagement higher than general industry on
most fronts
• Comcast field technicians have highest ratings on annual employee
satisfaction survey:
Our strategy
Communications
Great Place to Work
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IQPC - Strategic Performance Management & Measurement Summit
Tina Waters │March 2012
Powering the dream Powering the dream
Strategic Performance & Change Management Conference
Actuate - The BIRT Company™
Spider Strategies, Inc. Association for Strategic Planning Process Excellence Network Strategy Management Group
If you would like to receive the free IQPC brochure
directly email [email protected]
November 13-15, 2012 in New Orleans, LA
View the Strategic
Performance & Change
Management program here:
http://tinyurl.com/8wxywgc