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Performance Impact Enterprise Provides Port of Oakland
with 100%
One of the top five ports in the nation, the Port of Oakland is an unusual type of public sector organization. Tied to the City Charter, the Port is governed by the same rules and regulations as other government agencies. But as a public sector "enterprise", it must generate all its own revenue. It does so through three major business enterprises: the maritime Port of Oakland, Oakland International Airport, and a commercial real estate division. In the mid-1990's, the Port initiated an ambitious capital expansion program involving all three of its main enterprises. To support the Port's increased emphasis on effectiveness and efficiency, Aileen Evans, Organizational Development Manager, worked with the Port's compensation team to search for a new performance management system. The goal was to adopt a process that would align with the Port's core mission and values, while linking directly to its employee incentive program.
LACK OF CONSISTENCY, LATE REVIEWSOne of the biggest problems with the Port of Oakland's previous performance management system was the lack of consistency. Without clear criteria in place to guide them, it was difficult for managers to evaluate employees in a consistent manner. According to Evans, "Each rater had a different criteria."
"Managers were all using different criteria for their rating decisions.
Performance Impact Enterprise has provided the consistency we needed."
Late reviews were another concern. Because performance evaluations were tied to hire and promotion dates, reviews were scattered widely throughout the year. Without an automated reminder system, it was a challenge for managers to complete all their reviews on time. In addition to finding a program that would help increase consistency and timeliness, the compensation team also sought a means of encouraging managers to provide performance feedback throughout the year - not only at the annual review discussion.
PERFORMANCE IMPACT ENTERPRISE CHOSEN FOR SECURITY, EASE OF USE AND FLEXIBILITYAfter a year-long period of intense analysis and comparison of different products, the team chose Performance Impact Enterprise from KnowledgePoint.The team was especially drawn to Performance Impact Enterprise's ease of use and flexibility. Adjustable ratings and weightings made it easy to tailor the system to match organizational needs. Another important consideration in choosing an online system was security. Performance Impact Enterprise offers several levels of password protection, restricting unapproved access to confidential information without hindering accessibility for authorized users.
SOFTWARE SUPPORTS COACHING AND FEEDBACKIn implementing Performance Impact Enterprise, Evans made sure to offer adequate training. Over a two-day period, a KnowledgePoint trainer provided brief user orientation to managers and their direct reports, as well as a more intensive "train the trainer" session for a core group who could then act as resources within their departments.
"I want all users to understand that Performance Impact Enterprise is not only
a measuring tool, but a coaching tool as well."
Additionally, Evans provided a 2½ hour workshop for managers and supervisors on the performance management process, stressing the importance of coaching, feedback, and mentoring. The goal was to change the "once-a-year" attitude toward performance evaluations to an understanding that successful performance management takes place 365 days a year. "I want all users to understand that Performance Impact Enterprise is not only a measuring tool, but a coaching tool, as well," explains Evans. To reinforce the initial training, periodic "refresher" workshops are available to managers on a variety of performance management issues.
PERFORMANCE IMPACT ENTERPRISE LINKS TO CORE VALUES, INCENTIVE PAY PROGRAMAt the Port of Oakland, Performance Impact Enterprise has been well received by managers and employees. Managers find it easier to provide their employees with meaningful feedback, and the goal setting and coaching features support them in their efforts to manage performance on a daily basis. Employees appreciate the fact that the system is finally standardized, consistent, and fair. In addition, during the first year Performance Impact Enterprise was implemented, 100% of reviews were completed on time.Has Performance Impact Enterprise met the original goals set by the compensation team? Evans believes it has. By using the Intelli-Text Designer, KnowledgePoint's tool for customizing review criteria and language, they have developed custom competencies that reflect the Port's mission and core values (which include Working with Ongoing Change, Accountability, Customer Focus, and Information Sharing). And Performance Impact Enterprise has met another important goal established by the team. "We now have accurate and measurable criteria that link to our incentive pay program," says Evans. "Performance Impact Enterprise has met all our needs, including some major security issues. It's easy to customize and has given us the consistency that was lacking before." Does this mean the Port's new system is a finished product? Not necessarily. The Port views its performance management system as a continuous improvement project - and they plan to make use of Performance Impact Enterprise's customizing features to continue tailoring review forms and performance criteria to the evolving needs of specific divisions. "Because we are a revenue-driven organization," explains Evans, "we need to remain competitive through continuous improvement and innovation, both externally and internally."
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