I.C.5 Team Performance and Evaluation
Excerpt From The Certified Manager of Quality/Organizational Excellence Handbook
Team members and top management will quickly become frustrated if teams are not making progress. The organization should be tracking progress to identify problems, such as poor meeting attendance, failure of other departments to provide the necessary support, or lack of specialized technical knowledge. Long-term projects also require more-complex project management skills and processes. Measuring and communicating the effectiveness of a team can help promote necessary changes and stimulate improvement. The feedback is important to management to indicate the degree to which a team is meeting its objectives.
Objective measures directed toward the project goal could include data such as changes in process performance (for example, increase in first-time yield, reduction of customer waiting time), resource utilization (for example, number of person-hours invested in the project, funds spent), and timing against the project plan. The team may also use internally oriented measures such as overall percentage of team member attendance at meetings and the team’s evaluation of meeting effectiveness. A team should take responsibility for self-evaluation, with appropriate measures reported to the sponsor and steering committee.
One way a team can evaluate itself is to select criteria based on team effectiveness guidelines included in team training materials or based on the team’s list of behavioral norms. A list of questions and a rating scale can then be used at the end of each meeting to monitor how well the team performed. The evaluation criteria can also evolve over time as the team develops. Standard instruments available from providers of training and organization development materials can also be used.
Questionnaires or interviews can be administered to outside-the-team personnel—such as internal and external customers, other teams, or management—and used to capture metrics related to perceived progress on attributes such as relationship building, effectiveness of the team’s progress, and efficiency of the team’s process. Maintaining a list of lessons learned can also help the team to see what additional benefits are being gained, and these lists can be shared with others to accelerate organization-wide learning.
Quality Management BOK Reference
I.C Teams and Team Processes
I.C.5 Team performance and evaluation - Evaluate team performance in relation to established metrics to meet goals and objectives. Determine when and how to reward teams and celebrate their success.
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