Client Case Study
An industry leader in the real estate investment market was looking for an innovative approach to improve performance, engage employees, and reinforce the unique culture it had built over the last decade.
The company felt that the discipline of coaching exemplified the approaches, perspectives, and behaviors they wanted their managers and executives to demonstrate in their employee interactions. They also wanted to create an intrinsically motivating work environment to drive engagement and performance.
The overall goal was to create a company-wide coaching environment and to implement effective performance management systems that would be embraced and consistently used by employees, managers and executives. There were 6 key project principles:
Executive Support: Getting buy-in from all managers and executives
Change: Letting go of long-standing, traditional metrics
The overall approach of this initiative was to build a coaching, performance measurement, and evaluation system designed by and for the people that would be using it—executives, managers, and individual contributors.
People at all levels were engaged in a collaborative and iterative design process that produced a performance coaching system that would work for their specific needs and environment. The approach also focused on providing a high level of transparency in the change process and in each aspect of development for the new processes and systems. Developing and implementing the new approach included the following 6 components:
To ensure the initiative would be successful, we reviewed the existing performance systems, processes, and tools to determine what supported a coaching environment and the company culture and what did not. A cultural survey was used to assess employee satisfaction, values alignment, and potential barriers to success. The assessment surfaced a number of key issues that could pose potential barriers to success, including:
Based on the assessment findings, the company expanded the initiative to encompass the following additional components: Greater focus and feedback on employee satisfaction, goal development and goal management, performance measurement and metrics, performance analysis, developing training and an automated platform to facilitate the above areas and aligning compensation with coaching and performance objectives
This broadened and integrated perspective became known as AMPS – which stands for Assessment, Motivation, and Performance System. It is a process for facilitating manager and employee interactions, setting successful goals, coaching, and motivating. AMPS focuses on ensuring that employees have clear, achievable, and understood goals while helping to facilitate conversations between managers and employees.
Executive coaching started at the beginning of the project and focused on a simple and engaging process for executives to coach their direct reports and model the desired behaviors. Coaching then expanded down through the organization to both Directors and Managers to create alignment and pull-through.
3. AMPS System
AMPS also spawned a server-based technology platform that manages a 360° assessment, goal development, and a simple performance management process. The system uses a dashboard that both managers and employees access to track goal progress and completion. The dashboard design was based on input from management regarding use and functionality. The final version only contains features used and valued by management. The AMPS system provides the ability to:
4. 360 Evaluation
From a development perspective, we focused on two key areas to ensure adoption.
To ensure accountability and reinforcement, we tightly tied AMPS performance measurement to individual performance bonuses. The weighting was follows.
In twenty four months:
LSA’s approach has certainly brought value to Knight Ridder Digital. They were laser focused on our goal and determined to meet all of our Leadership development program needs. Their flexibility and commitment were keys in making our program successful.
Director of Marketing
LSA exceeded all my expectations.
We interviewed 7 potential training and consulting partners and selected LSA due to their expertise, flexibility, and breadth and depth of leadership solutions.
We were able to design a highly focused and relevant management training course that fit our unique needs.
Our leaders and managers galvanized as a team and are better prepared for the rigors of a leading their teams in a very competitive and fast-changing market.
Great job in designing the Mergers and Acquisition strategy session for our global leadership team. The session was excellent.
I gained additional insight on the importance of the role of HR regarding strategy, culture, and people in Mergers and Acquisitions and would recommend LSA to anyone looking to align strategies and cultures.
Senior Vice President, Human Resources
We contacted LSA to help us design and deliver customized management development programs. LSA worked with us to meet our exact needs. We started at the top with our executive team. It was such a great success that we rolled it out company-wide. We look forward to a long-term partnership with LSA Global and their team of experts.
Barry L. Byrd, SPHR
Human Resources Manager
It was a challenge to find a consultant with an approach to performance improvement that fit our unique performance culture and style. We were pleasantly surprised to discover LSA’s depth of expertise in the fields of motivation, developmental coaching, performance management, and measurement.
LSA seamlessly integrated those components without our folks feeling like the intervention was forced. They understood what we were trying to accomplish, helped us clarify our objectives, and created a solid, refreshing approach that quickly got us moving and engaged at all levels across the organization.
Overall, I couldn’t be happier that we found a true strategy and implementation partner in LSA.
President and Director
Our relationship with LSA is extremely valuable.
We worked closely with LSA to customize critical Management Training Programs to meet our unique business needs.
I’d recommend LSA to any company looking for first class and high quality leadership and management training assessment, design, delivery, and follow-through.
Vice President of Human Resources
LSA is an instrumental training outsourcing partner helping us to build leadership and management capacity while strategically investing in our people.
LSA’s flexibility, depth, and breadth of expertise allows us to deliver top quality solutions that are directly tied to key business plans and talent management strategies.
Their ability to custom design, deliver, and evaluate high impact Management Training Programs has been excellent. They are true business partners and a pleasure to work with.
Margaret M. Mader
Vice President, Human Resources
You have become our premier change leadership strategic partner. Your expertise in the human side of change is unparalleled and enabled our company to successfully implement our ERP Solution under challenging and ever-changing circumstances.
Thank you for your practical and outcome-oriented approach.
CIO & SVP
The customized leadership program was very practical and achieved our goals. LSA adapted very well to our group and the situation and helped us build trust and awareness of successful leadership styles. We look forward to the next steps.
Director of Software Development
The quality of LSA’s Leadership Training Programs and facilitators is always top notch. We recognize and appreciate the hard work LSA always goes through to align to our unique culture and meet our specific requirements. Thank you for regularly going above and beyond. Your support and dedication, both on the strategic and tactical side, have been outstanding!
LSA Global has been a great partner in helping us move toward being “the leading developer of talent in the service performance management industry.”
I have engaged LSA to help develop best-in-class programs in the areas of: Executive On-boarding, Manager Training, Sales Training and Coaching, Employee Engagement, and Instructional Design.
They have consistently met or exceeded my (very) high expectations and are always responsive to my needs to increase performance, engagement, customer satisfaction, and sales growth.
Senior Director, Training & Development
Having tripled in size and recently merged, LSA helped our executive team to increase our level of strategic alignment, to solidify our new direction, and to push our agency forward.
As we look to rapidly scale, the clear, actionable, and critical few strategic moves combined with how we differentiate ourselves to our top accounts and target clients has really set us on a great path to success.
This is exactly what we needed to get to the next level. Thank you LSA!
As a high growth agency with cutting edge talent, we hired LSA Global to help clarify our strategy and work with our executive leadership team to help implement strategic changes in a way that made sense for our unique culture.
The work was so successful that we also hired them to coach our key leaders. LSA has been instrumental in helping us transition to a new leadership team and triple revenue. In this age of useless consultants, I highly recommend their practical and business-oriented approach to strategy, culture, and talent.
Thank you to LSA Global for their partnership and support in helping us to design and roll-out highly needed and valuable leadership and management development programs that fit our unique situation.
I personally have partnered with LSA Global at four of my previous companies. It continues to be a delight.
We look forward to partnering with them for a long time to develop our managers and leaders.
VP Human Resources
Having taken on a new executive leadership role, one of my first calls was to LSA Global to help my leadership team to design, implement, and cascade clear strategic plans. First, LSA helped our leadership team identify the strategy, culture, and talent areas that mattered most to create organizational alignment.
Then they helped facilitate the design of a strategic growth plan that is clear, compelling, believable, and implementable. We now have 100% commitment from an aligned leadership team and key stakeholders going forward.
I would recommend LSA to anyone who wants to create high levels of strategic alignment, growth, and performance.
Vice President, General Manager
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