7 Techniques for Performance Management and Feedback in Operations
Dive into the world of performance management and feedback with proven techniques vetted by industry leaders. This article unpacks expert insights on frameworks and methods that drive operational excellence. Uncover actionable strategies for fostering effective communication and improvement in your team.
- Set Clear Expectations with WSLL Framework
- Implement Start, Stop, Continue Feedback Method
- Use SBI Model for Constructive Feedback
- Foster Transparent, Two-Way Performance Conversations
- Provide Actionable Feedback Using SBI Technique
- Offer Real-Time, On-Site Coaching for Improvement
- Employ Start, Stop, Continue for Actionable Insights
Set Clear Expectations with WSLL Framework
My Approach to Performance Management and Feedback
Effective performance management starts with clarity. One of the most effective tools I encourage my clients to use is the "What Success Looks Like" (WSLL) framework--a simple yet powerful one-page template that sets clear, individualized expectations for each team member.
Every three months, each employee receives a tailored WSLL outlining:
-Non-negotiables - The baseline of what's expected.
-Targets - What they should aim for.
-Exceeding Expectations - How they can go above and beyond to "blow the boss's mind."
This approach provides crystal-clear direction while creating motivation. High performers love knowing exactly how they can stand out, while struggling employees quickly recognize where they need to improve.
One Effective Feedback Technique
A crucial part of performance management is feedback. One technique I use consistently is "The Cycle of Business" feedback model:
Leaders focus on the team.
The team focuses on clients.
Clients drive business success.
The business then supports the leader's vision.
This cycle only works if feedback is frequent, direct, and constructive. I ensure that employees not only receive feedback but also understand their role in the bigger picture.
I also emphasize positive reinforcement; recognizing when employees exceed expectations fuels a culture of excellence. Equally, the WSLL makes underperformance easy to address. If an employee isn't meeting the non-negotiables, a frank discussion feels fair and objective, rather than personal or confrontational.
The Impact of This Approach
High performers thrive - They know exactly how to stand out.
Struggling employees improve faster - They understand where they need to step up.
Leadership becomes easier - Managers focus on strategy rather than micromanagement.
Customer experience improves - A well-led team provides better service.
Key Takeaway
When leaders set clear expectations, provide structured feedback, and link employee success to business success, engagement and performance soar. Leadership isn't about managing every detail. It's about creating a team that knows exactly what winning looks like.
Implement Start, Stop, Continue Feedback Method
At Write Right, I focus on continuous feedback and clarity rather than waiting for annual reviews. One effective technique I use is the Start, Stop, Continue method.
Whenever I give feedback, I break it down into:
Start - A new behavior or skill that would improve performance.
Stop - Something that isn't working or could be holding them back.
Continue - What they're doing well and should keep up.
This approach makes feedback clear, actionable, and balanced--not just about fixing mistakes but also reinforcing strengths. I also make sure feedback is timely and informal, whether through weekly check-ins or real-time comments.
Another key element is two-way conversations. I encourage my team to share their challenges and suggestions, making performance management a collaborative effort, not just top-down instructions.
Use SBI Model for Constructive Feedback
My approach to performance management and feedback within our ops team is based on regular, constructive communication and clear goal setting. I believe in setting specific, measurable targets for each team member and having regular check-ins to track progress. This way, I can catch issues early and adjust course if needed.
One of the feedback techniques I use is the SBI model (Situation-Behavior-Impact). For example, if a team member missed a deadline, I would say, "In the last project (Situation), when you missed the deadline (Behavior), it delayed the overall timeline for the team (Impact)." This way, the feedback is focused on the action rather than the person, making it easier to have open and productive conversations. I also make sure to highlight positive outcomes in the same way, which helps keep people motivated and ensures balance in the feedback. This approach has worked well in creating a growth-oriented, solution-focused team.
Foster Transparent, Two-Way Performance Conversations
As a CEO of a transportation startup, I ensure that performance management is built on transparency and regular feedback. In our team, where efficiency, punctuality, and customer satisfaction are critical, we track performance using clear metrics like on-time response to customer issues and trip completion rates.
We conduct monthly performance reviews where teams share results but also discuss challenges and identify areas for growth. The goal is to make feedback a two-way conversation with team members.
Provide Actionable Feedback Using SBI Technique
My approach to performance management within my operations team focuses on regular communication, setting clear expectations, and providing constructive feedback that encourages growth. I believe in being proactive rather than reactive, so I make sure to keep regular check-ins with team members to monitor progress and offer support where needed. One effective feedback technique I use is the "SBI" method--Situation, Behavior, Impact. This allows me to give specific, objective feedback that helps team members understand exactly what they did, how it affected the team or project, and how they can improve. It encourages a more open conversation where employees feel comfortable asking questions and discussing areas of improvement. This method helps avoid misunderstandings and ensures feedback is clear and actionable, rather than general or vague. By fostering a culture of constructive feedback, I ensure that my team is continuously learning and improving, which ultimately boosts performance and morale.
Offer Real-Time, On-Site Coaching for Improvement
Performance management in my operations team is all about setting clear expectations, providing ongoing support, and recognizing achievements. I believe that consistency is key, so I make sure every team member knows what is expected of them and has the resources they need to succeed. Regular check-ins allow us to track progress, address challenges early, and celebrate successes. Because I have over 15 years of experience in gardening and landscaping, I understand the intricacies of the job firsthand. This allows me to give specific, practical feedback that helps my team grow their skills and work more efficiently. My background as a certified horticulturist also means I can provide deeper insights into best practices, ensuring our work meets the highest standards.
One of the most effective feedback techniques I use is real-time coaching on-site. For example, I once noticed a team member struggling with hedge trimming, producing uneven cuts that affected the overall look of a client's garden. Instead of waiting for a formal review, I stepped in immediately, demonstrated the right technique, and explained why it works. By showing them how to adjust their hand positioning and angle of the trimmer, they quickly improved their accuracy. Within a few jobs, their confidence and skill level had noticeably increased. This hands-on approach ensures my team learns in the moment, leading to better results for both the workers and our clients.
Employ Start, Stop, Continue for Actionable Insights
In our operations team, performance management is a continuous cycle that integrates goal setting, tracking progress, and providing both formal and informal feedback. This approach is grounded in the belief that regular, constructive feedback helps team members stay aligned with the organizational goals and personal growth objectives. We conduct quarterly reviews that focus not only on what has been achieved but also on how it has been achieved, considering both individual contributions and teamwork.
One effective feedback technique we use is the "Start, Stop, Continue" method. During review sessions, we discuss specific actions or behaviors the team member should start doing, stop doing, and continue doing. This method provides clear, actionable insights and helps the individual easily understand changes needed without feeling overwhelmed. It's a straightforward approach that encourages open communication and promotes a positive, developmental atmosphere. Through fostering an environment where feedback is constructive and welcomed, our team becomes more agile and aligned with our broader company objectives.
