Gillian Chung
Director of human resources, TNT Hong Kong
System
At TNT, people are really our most important asset. Therefore, we make sure our performance management system provides useful information which can help us motivate and improve employees. Our top priority is to deliver a quality service for customers, and the commitment to meeting client needs starts with having motivated staff. Hence, our performance management system focuses on these areas. The basic approach we use is to have planned goals and objectives for each person, with measurements, coaching and feedback to help them advance. Recognition and rewards are also used to motivate people and ensure they can fully realise their potential. The three main phases of the process are: objective setting, a mid-year review and an annual performance appraisal.
Improvement
With clear objectives set at the start of each year and regular feedback afterwards, staff have a clear understanding of their responsibilities, what they are accountable for, and what their manager expects. This level of clarity helps employees improve their performance and see what still needs attention. Since the reward and recognition system is closely linked to achievements, this helps to drive both individual and team performance, and to strengthen their sense of teamwork.
Feedback
Overall, the system has made it easier to instil the kind of behaviour and attitudes we look for from employees. This includes a commitment to teamwork, a focus on customers, and the ambition to seek continuous improvement. As a result, it has been possible to drive the company forward and achieve the results we are aiming for. One particular benefit is that the system provides great information for use in our succession planning and talent development process.
Lillian Liang
Director, people, Ernst & Young
System
We rolled out a consistent process to measure, evaluate and track employee performance globally in 2006. The Performance Management and Development Process (PMDP) is a key process used by counselors and others to provide our people with clear expectations and honest feedback, support personal growth, and serve as a mechanism to explore and pursue career opportunities. It is also designed to ensure that each individual's career objectives and performance plans are linked to the goals of their business unit. The PMDP is linked to the pay review process, so rewards and recognition are linked to performance in a fair and transparent manner.
Improvement
Our technology-based feedback tool, Global Learning and Development System (EYLeads), supports the PMDP. It helps people focus on performance and development. People from the staff level up to directors are encouraged to request formal feedback throughout the year, rather than just waiting until the year-end review. This allows our people to continuously work on improving performance throughout the year.
EYLeads contains a catalogue of learning and development activities available at the firm.
Feedback
A special feature of PMDP and EYLeads is that performance management is linked to learning. Continuous feedback and the opportunity for development are key to improving employee performance.
Our recent employee survey has shown an increase in the percentage of staff who understand the measures used to evaluate their performance and what is expected of them. We feel this is important for people to perform at their best and realise their potential.
