Maximizing ROI

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Maximizing ROI of Multi-Rater Feedback
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Background

• CSAA had implemented 360 feedback process two
  years prior to my coming into my role.
• No formal mechanisms in place to support the
  process.
• Executives not happy with lack of behavior change
  in those participating in the process.
• Solicited input from past participants to
  identify issues/barriers to behavior change.
• Prepared set of recommendations to improve.

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Barriers

• Little or no orientation of participants
  regarding what to expect from the survey 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 the feedback.
• Little if any involvement of immediate manager in
  the process.
• Individuals not well equipped to identify key
  behaviors to change and incorporate into an
  action plan.
• No documented development plans.

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360 Feedback Process Enhancements
Participant Orientation Session
Feedback Interpretation Development Planning
Session
Rater Email Guidelines
IMPROVED ACCOUNTABILITY AND ROI
Development Plans Linked to PMP Process
Phone Feedback Session with Coach
Follow Up Meetings w/ Raters and Dev. Discussion
w/ Manager
Mini-Survey Process to Measure Improvement (in
process of incorporating)
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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 and accountabilities 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 to improve
  the quality of feedback given to participants.
  Guidelines to help raters 1) understand the
  importance of their feedback in the process, 2)
  understand the rating 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 up session with raters and
  development discussion with their managers.

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Detail of 360 Process Enhancements

• Phone Feedback Session with Coach (90 minutes)
• Feedback session with external coach to review
  any questions or concerns regarding feedback.
  Coaches have participated in an orientation
  session first and received feedback reports for
  those they will be working with. Focus of
  meeting is to provide additional perspective and
  insights as well as assist participants with
  refining their development plan.
• Follow Up Meetings with Raters
• Suggested follow up meetings with peers and
  direct reports prior to meeting with manager.
  Opportunity to get feedback clarified and to gain
  additional insights to inform feedback discussion
  with manager.
• Development Discussion w/ Manager (60 minutes)
• Required feedback meeting between participants
  and their managers. Developed a set of
  guidelines to provide both the participant and
  his/her manager assistance in holding an
  effective feedback and development discussion.

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Detail of 360 Process Enhancements
Development Plan Linked to PMP Incorporate
development goals from 360 feedback process into
PMP development plan. Mini-Survey Process to
Motivate and Measure Improvement (TBD) Utilize
follow up system to both motivate and measure
progress on development goals. Participant and
raters assess degree to which individual has
improved his/her effectiveness as a result of the
feedback.
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Questions? Comments?