FAQs
Scores on the Board™ is usually used by frontline leaders on a weekly or fortnightly cycle. It is designed to review the performance areas of the score board on the period that makes most sense for your team. For support teams and head office teams monthly may be more appropriate.
These matters should be escalated to your appropriate Manager, who will advise you further about how it can be resolved. At a minimum, understanding why the issue exists and why your organisation has the particular process or policy in that area will help you explain it to your team members. Team members deserve to understand why things are the way they are rather than simply being told ït’s company policy” or ”it’s always been this way, just accept it”. As their leader it is critical that you role model the appropriate attitude and professional behaviour in helping them understand the way things are. If there is a corporate project underway that will help with a particular issue this provides a terrific opportunity to demonstrate what is coming down the pipeline to help them with a particular issue in the future.
After you get fully operational with the System, 10–15 minutes should be sufficient.
When the weekly or fortnightly system is implemented, the team should be able to deliver improvements across the performance goal areas selected. Should your team be in a situation where they are exceeding all targets, then identification of what is making the team successful and how to continue these behaviours will be key to your team’s and the business’s ongoing success. It’s also time to raise the bar in terms of the team’s internal goals. Often team members will become more interested in their own personal development and career development when they have mastered their current role. When consistently used retention of staff increases, customer satisfaction and loyalty improves and finally profits grow at a faster rate than competitors with lower staff and customer satisfaction.
The Scores on the Board™ system will be reviewed progressively, there is no end date. It’s all about continuous improvement. It is important to remember that all our competitors are also looking at ways to improve their staff and customers’ experience. It can also be used to troubleshoot reoccurring business problems. The system itself – vision, goals, feedback, gaps and actions can be applied to projects, individual performance or even a single team objective.
A It’s all about improving the way we service our customers. Their feedback is vital to let us know how we are going from their point of view. It is then the role of the team to make improvements, which the customers will benefit from in order to provide a better experience for them.
There are several keys to the success of Scores on the Board™ and the team’s buy-in on an ongoing basis:
- The ability of the team leaders or line managers to demonstrate strong leadership and communication skills week-in week-out. The Leaders consistent, enthusiastic attitude and positive role modelling guarantees ongoing success. The system works if you work the system.
- Staff will believe in the system if they can see improvements happening as a result of their input each cycle at the regular Scores on the Board™ team meeting. Where there are no signs of improvements/team achievements by the team on a regular basis, staff members’ level of enthusiasm could waiver.