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I am better because of your seminar.

Participant, Surgical assistant


By far the best Customer Service training I’ve attended.

Participant, American EuroCopter


One of the most important things we are doing to prepare for deregulation.

Analyst, Progress Energy


People are acting on what they heard and learned.

Manager, AmeriGas


The response and improvement in our people has been outstanding.

Manager, Saint-Gobain Plastics

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Managing Accountable Performancebutton_free_samples

The MAP™

 

The #1 cause of quality, service, and cost issues is a lack of accountable performance standards and goals.

 

How do you reduce costs and still improve quality and customer service? The answer is to empower your managers with The MAP™ (Managing Accountable Performance™) to implement accountability with every employee for quality, service, and cost-control.

 

For as little as $15* per employee, The MAP enables you to:

  • Establish standards and goals for every employee in quality, service, and cost-control
  • Cascade and integrate goals and standards throughout your organization
  • Empower your managers with professional performance management skills and practices
  • Implement the checklist revolution within your organization

 

The MAP addresses these faults of goal-setting programs

  • Why goal-setting by itself fails to establish accountability and may lead to a rate-busting mentality
  • Why SMART Goals don’t specify what behaviors employees are actually accountable for
  • Why managing by goals leads to employee defensiveness, blaming, and risk-avoidance
  • hy employees end up managing their managers

 

The MAP  develops accountable-performance management skills

  • Provide managers with the tools to analyze the causes of quality, service, and cost problems
  • Enable managers to collaboratively develop checklists of behavioral standards with employees
  • Document behavioral accountability for critical incidents, and prevent their reoccurrence
  • Implement four ways to SPOT Coach™ to behavioral standards in daily manager rounds
  • Observe and monitor employees in-depth using checklists of behavioral standards
  • Conduct collaborative employee performance improvement sessions
  • Facilitate team meetings to continuously improve quality, service, and cost-control standards

 

* Developed by an Organizational Behavior Psychologist, The MAP program includes

  • A customizable workshop for managers to create an accountability plan for their employees
  • Sample checklists of behavior standards and behavior observation forms
  • Critical Incident Reports and other performance improvement documentation
  • Hundreds of best practices to improve quality, service, and cost-control
  • Workshop facilitation, train-the-trainer, on-site consultation, and program customization

 For brochure of The MAP Click Here