Benchmark- Performance Management

Question 1

What percent of associates need to be performance coached during a daily shift?

Answer 1

5%

Question 2

Who is responsible for verifying that 5% of shift population is coached?

Answer 2

Operations Manager

Question 3

Under what category are performance coaching documents entered on ADAPT?

Answer 3

Behavioral Coach

Question 4

How long after SOS are associates to be logged-in to their station?

Answer 4

10 minutes

Question 5

How many hours does the manager have to complete a seek to understand conversation with an associate who violated TOT policy?

Answer 5

24 hours

Question 6

What is TWI

Answer 6

Training Within Industry, utilized for a formal retrain- ambassador training. After training is complete, Managers must conduct follow-up to ensure associate understands the correct standard process.

Question 7

Top Performer engagement, what is this?

Answer 7

Top performers are engaged each to to learn best practices, to ensure productivity has trumped quality or safety, and to i.d. issues that impact even the best performers.

Question 8

New associate engagement, what is this?

Answer 8

Must receive a performance coaching during their first week of operation. Great opportunity to set expectation and meet the new associates.

Question 9

Ops Manager shift performance coaching audit, what is it?

Answer 9

Each shift, Ops will accompany AM during a coach to audit the delivery of content.

Question 10

AM: How many performance audits must be complete in a shift’s time?

Answer 10

(2)- one in first half, another in the second. Look for bottom 5%. Look at PPR- prepare audit worksheet: date, associate’s name, coach’s name, function. Verify AA knows standard work sequence for job, audit form will contain all the points to observe.

Question 11

How do you administer performance coaching?

Answer 11

• Complete blind audit without alerting AA.
• Check off boxes, determine area of opportunity
• Approach AA, explain you have feedback, put AA at ease, indicate that this is a routine audit.
• “I noticed you read the screen before..” “Good Job!”
• Coach
• End coaching with more positive feedback.

Question 12

TOT: New Hires, how does it work?

Answer 12

TOT policy will be communicated to new hires by Manager- best practice is by a GM who speaks to the group as a whole.

Question 13

How much gap time should be utilized in TOT?

Answer 13

6 minutes. Must be adjusted. As should the stand-up time- however, 10 minutes is the benchmark.