Cernant's Performance Management Cycle drives business processes to aggressive, but achievable performance results.
Operations and management expertise is available through Cernant's exceptional team, providing direction in day to day operations, productivity, systems support, scheduling referral management and follow up. Measurement and reporting of all phases of these support services is included.
The Cernant School of Thought
The Cernant system includes a balance between the financial and non-financial measures, and a limit on the number of measures tracked to allow focus solely on the key measures. The measures selected are a key component of the five-step Performance Management Cycle (PMC). These five steps consist of: 1) developing a strategy; 2) setting measures and targets; 3) planning and executing; 4) monitoring and evaluating; and 5) rewarding and coaching.
Developing strategy
The first step is to develop a strategy by aligning the vision and mission of our client with its customer service requirements. Specific objectives (or performance results) are identified and linked to that strategy. Next, the processes critical to achieving those objectives are identified.
Setting measures and targets
Once the processes critical to meeting our client's strategy are identified, a set of measures and targets is developed. These Key Performance Indicators (KPIs) should be aggressive but achievable, and should serve to track the company's progress toward achieving desired performance results.
Planning and execution
After a strategy has been crafted and KPIs developed, the next step is to plan and execute. Here, obstacles to achieving the desired performance results are identified, and action plans are developed to overcome the impediments to progress.
Monitoring and evaluation
Consistent reporting of KPI results is crucial to the success of performance management. Periodic reporting gives our client a powerful management tool as well as visibility of the desired performance results.
Rewarding and coaching
The final step in the cycle is to tie the performance results with the compensation earned by the business unit members, from your recruiters and account executives to top management.
The performance management cycle is a reiterative process. Targets should be adjusted, new measures identified, and monitored, due to changing customer requirements. This adjustment in targets and measured simply leads you around the cycle again. In summary, the operations and management expertise provided by Cernant's professionals will bring the balance between financial and non-financial measures to your operation.
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