Performance Management
Performance Management is the practice of staffing and scheduling in workforce management, covering policies, schedules, and operational constraints. It combines data, clear workflows, and role-based rules so leaders can adjust quickly and keep coverage aligned, even when demand changes. Effective programs improve service levels and labor efficiency and reduce unplanned costs, while keeping employees informed and policies applied consistently. When the practice is measured and reviewed regularly, teams can adjust quickly and avoid last-minute disruption. It creates a shared operating rhythm across teams, improves handoffs, and gives leaders the data needed to coach performance. It creates a shared operating rhythm across teams, improves handoffs, and gives leaders the data needed to coach performance. It creates a shared operating rhythm across teams, improves handoffs, and gives leaders the data needed to coach performance.
Coverage Impact and Cost
Performance management aligns employee output with service goals and staffing plans. It reduces variability in execution and improves consistency across teams.
Strong performance management also helps identify training needs that affect coverage and quality.
Performance Management: What Powers the Gains
Managers set clear goals, track outcomes, and provide regular coaching. Performance data feeds back into scheduling, staffing, and training decisions.
When metrics are consistent, employees understand expectations and can improve predictably.
Avoidable Pitfalls
Overemphasis on volume can hurt quality. For Performance Management, another issue is inconsistent feedback cadence, which weakens trust.
Metrics to Monitor
- Goal attainment by role.
- Quality scores and rework rates.
- Coaching cadence and follow-through.
- Improvement trends over time.
Performance goals should be realistic and aligned with staffing levels.
Frequent, short feedback is more effective than annual reviews alone.
Linking coaching to measurable behaviors improves accountability.
Balanced scorecards prevent teams from optimizing one metric at the expense of others.
Regular one-on-ones keep performance discussions timely and actionable.
Performance trends should inform staffing and training plans.
Performance reviews should align with schedule realities so expectations are achievable.
Recognition programs help reinforce desired behaviors.
Performance interventions should be documented for consistency.
Performance plans should include both quantitative and qualitative measures.
Consistent documentation ensures fairness across teams.
Training plans should be linked to recurring performance gaps.
Coaching notes provide context for future reviews.
Performance targets should be reviewed after major process changes.
Managers should calibrate scoring to reduce inconsistency across teams.
Performance insights should feed into staffing and scheduling decisions.
