Developing the Work Plan

The Edge Consulting Ltd 2

Session ObjectivesSession Objectives

Understand the concept of Work Planning – what is a Work Plan?

Be able to identify key performance areas and work out performance standards

Be able to understand the importance of Performance Agreement


Presentation OutlinePresentation Outline

General Introduction

Focus of Performance Management

The Work Plan and its Components

Example of a Work Plan

Performance Agreement

Work Plan Review


Performance Performance ManagementManagement

Good Management Practice

Continuous process

Development Tool

Improvement Tool

Motivation Tool


Main PhasesMain Phases

Direction and Objective setting

Monitoring and Follow up

Measuring

Taking Action accordingly

Providing Support


The Focus of Performance Management

The Focus of Performance Management

Clarifying the Purpose of the Job

Defining and Setting Objectives

Establishing the Key Tasks

Identifying Performance Indicators


Work PlanWork Plan

First stage in the design of the Performance Appraisal System

Levels of Work Planning

Documentation of the joint discussions

The Work Plan is a central part of the Performance Appraisal Form


Key Result Areas (KRA’s)

Key Tasks (KT’s)

Key Performance Indicators (KPI’s)

Work Plan - ComponentsWork Plan - Components


Work PlanWork Plan Key Result Areas (KRA’s) - (objective -

setting)

Key or main functions to be performed by the employee for the coming year

An area of a job for which performance is critical for making an effective contribution to the achievement of organisational strategies, goals and objectives


Key Result Areas refer to general areas of outcomes or outputs for which a role is responsible

Where results are expected (in line with the mission)

Work PlanWork Plan


KRA’s KRA’s Main goals / objectives to be fulfilled during a

review period

KRA’sKRA’sKRA’sKRA’s

Organisation’s Strategy

+Vision and Mission

Organisation’s Strategy

+Vision and Mission

Division Objectives Division

Objectives

Current priorities and

pressing needs

Current priorities and

pressing needs

Scheme of

Service

Scheme of

Service


The ‘SMART’ PrincipleThe ‘SMART’ Principle

A SMART objective is one that is:

Specific – the goal and methods are clearly defined

Measurable – the objectives are measured numerically

Achievable – humanly possible, and the project has all the required resources

Relevant – must be in alighment with the demands of the job and the

requirements of the department Time framed

– completion within deadlines to be agreed upon


Key Tasks (KT’s)

Clarifying further the Purpose of the Job

Main activities / tasks or steps to fully achieve the KRA, i.e. main tasks to be performed – the process involved

Work PlanWork Plan


Key Performance Indicators (KPI’s)

KPI’s are quantifiable measurements i.e. Performance Levels or Standards agreed to beforehand, that reflect the critical success factors (of the company, department, project)

Evidence demonstrating achievement of performance objectives

Work PlanWork Plan


KPI’sKPI’s

KPI’s used to observe progress and measure actual results compared to expected results

Performance is measured according to the relevance of the situation in terms of:– Quantity – Quality– Efficiency – Effectiveness– Timeliness


KPI’sKPI’sPerformance

IndicatorsDefinitions Examples

Quantity Quantity of service provided Number of projects Number of people served

QualityQuality of service provided according to customers or stakeholders

Time taken to process and application Satisfaction of the customers with the level of

service

EfficiencyCost per unit of output; Processing time

Cost per liter of water delivered by household Percentage of accommodation applications that

are processed within 3 days

EffectivenessThe degree to which the intended objective of the service is being met

Percentage increased in employment Decrease in crime rate


Work Plan - ExampleWork Plan - Example

Key ResultAreas

Key Tasks

Key PerformanceIndicators

1.

2.

3.

4.


Performance AgreementPerformance Agreement

Importance of the Work Plan being discussed in details and agreed upon by both parties

Importance of communication, dialogue and joint discussions


Appraiser and Appraisee jointly identify training and development needs

Endorsement by the Moderator / Moderating Committee

Performance AgreementPerformance Agreement


KRA’s - ExampleKRA’s - Example

Customer Service: to improve customer service

Customer Service: to improve customer service


KT’s - ExamplesKT’s - Examples

To attend to customer queriesTo attend to customer queries

To suggest means of improving customer service

To suggest means of improving customer service


KPI’s - ExamplesKPI’s - Examples

Number of customers attended to (daily / weekly)

Number of customers attended to (daily / weekly)

% of customer complaints resolved

% of customer complaints resolved


Work Plan - Example Work Plan - Example Key Result

AreaKey

TasksKey Performance

Indicators

To Improve Customer Service

Receive customers and attend to queries by assessing customer needs

Assist in building existing customer base by following up and calling up on dissatisfied customers identifying selling opportunities, and advising customers on services

Attend to customer complaints by taking remedial action or referring problem to customer services

Track all customer service issues by liaising with subordinates, internal or external customers

Ensure premium service to customer by identifying and developing new ideas for improvement

Number of customers received daily and number of queries attended to

% increase in customer base

Response time to customer complaints

% of issues resolved

Number of new acceptable suggestions and initiatives during the period


Work Plan - QuestionsWork Plan - Questions

What needs to be done?

How well should it be done?

How well is it being done?

How can it be improved?


A Working ExerciseA Working Exercise

POST : ……………………………….

Key ResultAreas

Key Tasks

Key PerformanceIndicators

1.

2.

3.


Work Plan Review Work Plan Review

The need for the supervisor and employee to meet periodically to discuss progress, changes ….

Performance Appraisal Exercise


Concluding RemarksConcluding Remarks

Work Plan: the Basis of the PMS

The Success of the Performance Appraisal System will depend to a very large extent on the Work Plan

Failing to Plan = Planning to Fail


Developing the Work Plan

Documents