BACKGROUND

Our client for this assignment was a forward looking charitable housing association with over 300 employees, managing over 2000 homes and providing care and support services for more than 500 people.

WHAT EXPERIENCE DOES OBSIDIAN HAVE IN THIS SECTOR?

We have worked with three social housing organisations and a wide range of other not-for-profit organisations

Nature of client's problem

The client had a long standing appraisal process but it was not clear how much real value it was adding. Linkages between the Business Plan and the way the appraisal of individuals was carried out were unclear, and the appraisals themselves were carried out in very different ways by different managers, if at all. It was some time since the whole process, taking into account current thinking and practice, had been reviewed and up-dated. In addition, we had already worked with the organisation to help them develop a behavioural-based competency framework which needed to be integrated into the appraisal process

Obsidian's experience in this problem area?

Obsidian has considerable experience both of designing and implementing individual performance management systems from scratch and of reviewing and improving existing systems. Also of anglicising US-based systems. We are able to provide both consultancy and training.

Objectives of Product/service offered by Obsidian

The aim of the assignment was to develop and introduce a revised appraisal framework in order to improve the value of services that the organisation provides in a cost effective way. Specific objectives were:

• To deliver an appraisal process that had been developed to take account of the culture of the organisation, and current thinking and practice
• All personnel within the organisation will have been involved in activities that will enable them to understand the thinking behind the new process, and its purpose and benefits
• Anyone filling a management role who will be responsible for carrying out appraisals, and all those people who will be appraised, will know the part they need to play, and have developed skills, to make the appraisal process effective

How the assignment was carried out

We first carried out a survey by means of a questionnaire that was circulated organisation-wide to understand how the current process was viewed and also, more generally, people’s previous experience of appraisal processes. This not only revealed current perceptions but also enabled everyone to have an input into the process from the start. We then ran a one-day workshop for the senior management team to:

• Provide a sound understanding of current thinking and practice and the reasons for them
• Review the positive and negative feedback obtained from the questionnaires
• Consider the key principles of the new appraisal process, the potential barriers to successful implementation, and how they could be overcome.

Following this we, in conjunction with HR, drew up a proposed new appraisal process for review by the senior management team.

We next provided all managers who would be appraising people with 2 days highly participative training covering:

• The part that appraisal plays in the management process and how it can be used as a motivational tool
• The purpose and benefits of appraisal
• Knowing how to set and agree suitable objectives (including the linkage to the Business Plan)
• Having a framework for carrying out informal and formal reviews
• Knowing how to deal with poor performance and difficult situations
• Understanding the proposed appraisal process and procedures
• Experience of some common situations that are likely to be faced and practice how they might be handled in a relaxed and stress-free environment.

We then provided all staff who were to be appraised (excluding those covered in the managers’ training) with a 2-3 hour training session in groups of c10 providing an understanding of

• The purpose, principles and benefits of appraisal
• The new appraisal procedures and processes
• The part they were expected to play in the process, and providing them with the opportunity of how to prepare prior to a formal appraisal review.

Benefits for the client

A fully deployed, pragmatic, fresh and well respected individual performance management process. More effective managers and higher satisfaction of people with the way they were managed.