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Three Pillars of a People-Focused, Results-Driven Culture

Is it possible to be both data-driven and people-focused? The leaders at Service Express, a national data center maintenance firm, believe it is. They explain the three pillars of their results-focused culture in this short video, part of the Return on Values (ROV) research project.

How to use this video:  Watch this video with your senior leadership team, then use the questions below to launch a discussion on your own performance measurement system and the results it generates. 

Discussion Guide

Service Express’s unique performance measurement system starts first with the personal and financial goals of employees, creating a workplace where each team member is deeply invested in the success of the organization. They use four core objectives and individual performance indicators to measure results and predict success.

With this in mind, discuss the following questions with your leadership team:

  • Service Express have shaped their culture around these three pillars. What gives your culture shape and consistency? How does the culture provide direction and motivation to employees?
  • The ability to prioritize work is a contributing factor to the success of Service Express’s employees. Are your team members clearly able to understand organizational priorities? Are they able to evaluate their own responsibilities in light of these priorities? Ask each member of the leadership team to think through how their direct reports spend their time: does this indicate clarity around organizational priorities? If not, how can this be changed?
  • Transparency is also a motivator for Service Express team members: departmental scoreboards are posted on the intranet. Discuss this concept. Would this motivate your team, or create unnecessary anxiety or competition? What steps could be taken to make results more transparent, and recognize good performance?
  • At Service Express, Pillar #2 (the company’s four core objectives) provides a check and balance system to Pillar #3 (scorecards and indicators). This provides an ethical balance as well as a practical reminder of how to focus attention. What checks and balances are built into your workflow? Share stories of how these systems have guided decision-making. Are more checks and balances needed?

How do you balance a results-orientation with a people-focus? Share your company’s process in the comments box below.

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