Slide 1

Maximizing ROI

Multi-Rater Feedback

Background

•CSAA had implemented 360 feedback process two years prior to my cominginto my role.

•No formal mechanisms in place to support the process.

•Executives not happy with lack of behavior change in those participating inthe process.

•Solicited input from past participants to identify issues/barriers to behaviorchange.

•Prepared set of recommendations to improve.

Barriers

•Little or no orientation of participants regarding what to expect from thesurvey feedback process.

•Rater completion rates was less than ideal. Lots of “middle of the road”quantitative feedback and less than helpful open-ended comments.

•Participant resistance to and rationalization of the feedback.

•No assistance with understanding the report and/or analyzing thefeedback.

•Little if any involvement of immediate manager in the process.

•Individuals not well equipped to identify key behaviors to change andincorporate into an action plan.

•No documented development plans.

Follow Up Meetings w/Raters and Dev. Discussionw/ Manager

Participant OrientationSession

IMPROVEDACCOUNTABILITYAND ROI

Rater Email & Guidelines

Feedback Interpretation &Development Planning Session

Mini-Survey Process toMeasure Improvement

(in process of incorporating)

360 Feedback Process Enhancements

Development Plans Linked toPMP Process

Phone Feedback Sessionwith Coach

Detail of 360 Process Enhancements

Participant Orientation Session (45 minutes)

Web-based session to: 1) describe the benefits of participating in the process, 2)outline the steps in the process including schedule, 2) outline roles andaccountabilities and, 3) assist participants in the selection of raters.

Rater Email and Guidelines

Invitation to raters to participate in the process as well as a set of guidelines toimprove the quality of feedback given to participants. Guidelines to help raters:1) understand the importance of their feedback in the process, 2) understand therating scale and, 3) provide meaningful feedback in the open comments section.

Feedback Interpretation and Development Planning Session (3-4 hours)

Objective is to help participants accept and act on feedback they have received.Assists participants in drafting development plans and preparing for follow upsession with raters and development discussion with their managers.

Detail of 360 Process Enhancements

Phone Feedback Session with Coach (90 minutes)

Feedback session with external coach to review any questions or concernsregarding feedback. Coaches have participated in an orientation session first andreceived feedback reports for those they will be working with. Focus of meeting isto provide additional perspective and insights as well as assist participants withrefining their development plan.

Follow Up Meetings with Raters

Suggested follow up meetings with peers and direct reports prior to meeting withmanager. Opportunity to get feedback clarified and to gain additional insights toinform feedback discussion with manager.

Development Discussion w/ Manager (60 minutes)

Required feedback meeting between participants and their managers. Developeda set of guidelines to provide both the participant and his/her manager assistancein holding an effective feedback and development discussion.

Detail of 360 Process Enhancements

Development Plan Linked to PMP

Incorporate development goals from 360 feedback process into PMP developmentplan.

Mini-Survey Process to Motivate and Measure Improvement (TBD)

Utilize follow up system to both motivate and measure progress on developmentgoals. Participant and raters assess degree to which individual has improvedhis/her effectiveness as a result of the feedback.

Questions?

Comments?