The Performance Formula

Editor's Notes

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• #4: All performance is based on something which has either been achieved previously, or by what it is projected to achieve. Performance goals are adjusted accordingly, but there is always an expectation in place no matter what you do. Think about food for a second. You rate the burger at whatever place you order it from against whatever the best burger is that you’ve ever had. You tell yourself it is either better than, just as good, or less desirable than what you have had before. That is performance as it relates to food.
• #5: This is an exponential equation. Just like 4 x 4 x 4 x 4 is a much greater number than simply multiplying 4 by 4, this is a formula that makes massive strides by just changing the value of one component. For example… 4 x 4 x 4 x 4 equals 256. 4 x 4 x4 x5, however, equals 320. That is quite a leap for only adding one number to it. Change that 5 to a 6 and it goes up to 384 which is even better. Maybe not much better than 320, but it is way better than 256. So imagine what would happen if all of the areas were to improve at once. If all areas were a 6 instead of a 4 you would be looking at a result of 1296, which is 500% greater a number with only a 50% increase to each of the numbers we used.I know not everybody is a math person, so you really don’t need to go into this too much. The best metaphor I’ve found is the one regarding a pond and lily pads. Lily pads will double themselves every day. So if on day 1 of the month you had 1 lily pad and it increased every single day by doubling the number you had before, by day 30 let’s say the pond was half full. On day 31 the pond would be completely overtaken. On day 32 you would have enough for 2 ponds. It is easy to sit there on day 30 and see half the pond still open and usable, but the next day when it is completely full, it would take you by surprise. That is how performance works. One minute you are doing ok, but with a little tweak to how you achieve your results you can go from ‘ok’ to ‘OUTSTANDING!’
• #6: The only person responsible for Attitude is YOU. A good Attitude is just like a thumbs up. You are using 4 fingers to point to yourself and wasting no time blaming someone else for your bad mood. We can all choose to have a good day or a bad day regardless of our circumstances. When my mother was dying from stage 4 breast cancer she held firm that her attitude was more important than anything a doctor could tell her. 14 years later she is still with us despite all the doctors giving her less than a 5% chance of living for another year. It is all about attitude. If she can have a positive attitude in the face of what doctors were telling her was certain death, then surely we can have a positive attitude when we get our service levels beat up a bit because of system issues and adherence problems.
• #7: People have an aptitude for this job. They wouldn’t have made it through training if they didn’t have the ability. Their problem is in actually DOING the work. This comes from lack of pushing from their leaders. They can perform when they must, but unless you push them then they are just going to perform as much work as necessary to not get in trouble. It is human nature to meet requirements and not over extend ourselves. People with a solid work ethic will shine, and people will a poor work ethic will slack. This cannot continue to be the case. People need to realize their potential and perform to the level of their aptitude.Our deepest fear is not that we are inadequate. Our deepest fear is that we powerful beyond measure. It is our light, not our darkness that most frightens us. We ask ourselves, who am I to be brilliant, gorgeous, talented and fabulous? Actually, who are you not to be? You are a child of god.  Your playing small doesn't serve the world. There's nothing enlightened about shrinking so that other people won't feel insecure around you.  We were born to make manifest the glory of God that is within us. It's not just in some of us, it's in everyone. And, as we let our own light shine, we unconsciously give other people permission to do the same. As we liberated from our own fear, our presence automatically liberates others. - Marianne Williamson
• #8: Many people perform poorly because they simply don’t understand how their performance affects the big picture. Make sure your agents understand their role and who their customer is. WellCare is their customer. They have hired us to service their customers, who are the members and providers. Service levels, AHT, QA, adherence, and everything else we track is because our customer has asked us to perform at a certain level for the line of business we service. We need our agents to understand their role in bringing Teleperformance to the top when our customer thinks about their favorite service providers.
• #9: Lots of things get in our way of performance, but when it is important to us we will find a way. When my kids are sick and I need to get some medicine for them, nothing is standing in my way. I’ll drive through a storm across town in the middle of the night to find a open pharmacy to get them what they need. I wouldn’t go through that just so there is milk in the fridge for cereal, but that is because it isn’t a priority. Make servicing our customer by achieving the performance they require a priority and you will be amazed how motivated you will become to remove obstacles and barriers for your agents. Some things are barriers and cannot be worked around, but make sure you aren’t treating a simple obstacle like a barrier.
• #10: By increasing one area, you will very likely impact others. In the example in red we can pretend we are talking about Adherence. By increasing an agent’s understanding of their role from a 5 to a 7 because of some training and explanation, now they feel better equipped to actually impact that metric. By doing that they also improve their attitude because they know WHY they are doing something and not just doing it because they are told to. Their overall performance has increased 100% and it only required a 40% improvement effort in one area. How this translates to the actual metric is another story, but you know it is going to make a difference. You can’t not increase someone’s Attitude, Aptitude, Understanding of their Role, or how to manage Outside Constraints and NOT see performance improvements. Also note that 625 is only 6.25 percent of potential in this example. This is like having a car with the potential of getting 30 miles per gallon, but it is only getting ¼ mile per gallon instead. You would notice that kind of performance drop. If your performance is that low with your car, then there is probably something pretty obvious. Your tires are all flat, your hood is up, you are pulling something… The same holds true for human performance. If you are at 6% of potential then there is probably something pretty obvious you can do to improve it. We just need to identify that and help them achieve results. Remember that multiplying anything by zero is ZERO. If you have a zero in any of these areas, then your overall performance will also be a zero. You can’t show up to work with a zero ability to do the job, zero desire to do the job, zero understanding of the job, and zero ability to work around the obstacles which come up and expect to be successful.
• #11: Steve is my dad. He has been a great mentor for me and this was one of his finest pearls of wisdom he shared with me. Remember that sometimes great things may be accomplished with only the slightest change. Think of a ship and the size of the rudder which controls it. It is amazing how large tasks may hinge on something which seem so unimportant and small. Never discount your small improvements in anything. Any improvement is HUGE!