CLC Building The High Performance Workforce A Quantitative Analysis of The Effectiveness of Performance Management Strategies

Corporate Leadership Council
Building the High-Performance Workforce

A Quantitative Analysis of the Effectiveness
of Performance Management Strategies
2002 Corporate Executive Board

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Gillian Marum
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Lisa Goffredi
Contributing Consultant
Julie Houghton
Director of Content Delivery
Ron Kann
Managing Director
Jean Martin-Weinstein
Executive Directors
Peter Freire
Michael Klein
www.corporateleadershipcouncil.com
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Catalog No.: CLC1V6EMX
Table of Contents
Letter from the Corporate Leadership Council v
Building a High-Performance Workforce: The Study in 10 Conclusions vi
Chapter IOverview and Methodology 1
Chapter IISeven Keys to High Performance 11
The Performance Management System: The Singular Power of Clarity 13
Performance Culture: The Freedom to Take Risks, Communicate, and Be Flexible 18
ManagerEmployee Interaction: Solutions Enabler 23
Formal Performance Review: The Delicate Balance Between Praise and Critique 27
Informal Performance Feedback: The Primacy of Fairness and Accuracy 31
Day-to-Day Work: Connection Over Rewards 36
Job Opportunities: High Profile, Good Fit, and New Skills 41
Chapter IIIBuilding the High-Performance Workforce: Guidelines for Performance Improvement 47
iii
iv
Letter from the Corporate Leadership Council

As more organizations recognize the importance of human capital to the bottom line, identifying the strategies that most improve
individual performance is a significant source of competitive advantage. Given the consequences of success or failure in this endeavor,
organizations must not only identify which performance management strategies effectively drive employee performance but also must do
so with unprecedented precision and accuracy.
Throughout the Councils yearlong review of academic and professional literature and in-depth interviews with a wide cross-section
of the membership, the Council was struck by both the urgency to improve performance and the tremendous difficulty organizations
face in trying to do so. Specifically, todays organizations face three challenges when formulating strategies for workforce improvement:
1) limited budgets and resources, 2) an overwhelming number of viable approaches, and 3) a lack of compelling evidence indicating the
effectiveness of one approach to performance improvement over another.
The Council presents this study as a first step in addressing these challenges. Ultimately, the goal of the research is to help members
identify strategies that contribute most to the development of a high-performance workforce. Using a unique research design and
econometric modeling techniques to identify the organizational strategies that drive individual performance, this study seeks to enable
members to more effectively allocate resources toward performance management activities.
The Council sincerely hopes that the research methods and findings presented in this study will support our members and their goal of
building organizations capable of continuous performance improvement. As always, we encourage and look forward to your comments.
With our continued appreciation,
Washington, D.C.
Fall 2002
vi
Executive Summary
Building the High-Performance Workforce: The Study in 10 Conclusions

1. The drivers of on-the-job performance are notably
different from the drivers of recruiting and retention.
2. The most effective drivers of employee performance
are often underemphasized (even excluded) from
performance management as it is traditionally defined.
Organizations must redefine performance management
to include all relevant organizational, managerial, and
employee-level drivers.
3. No one category of performance management is singularly
important. The most effective performance management
strategy is composed of a portfolio of carefully selected
organizational, managerial, and employee-related levers.
4. Employees perform best when they feel personally
connected to their work and their organization. These
connections are more important to improving employee
performance than traditional financial and nonfinancial
incentives.
5. Managers can most effectively drive employee
performance by providing solutions to day-to-day
challenges. Providing employees with informed, positive,
fair, accurate, and detailed feedback is critical.
6. Organizational factorssystems and culturehave a large

impact on employee performance. Three of the Councils
nine most effective performance management levers are
organizationally related.
7. Communicationbetween employees, employees and
managers, and from senior leadershipstands at the heart
of an effective performance management strategy.
8. In order to drive employee performance, organizations
should consider careful reexamination of any low-scoring
lever. Despite their lesser impact on improving performance,
these levers may be crucial to attracting and retaining
top talent. In addition, these levers may potentially be
redesigned (through more consistent or tailored application)
so as to increase their positive impact on performance or
enable their support of other higher-impact levers.
9. The impact of performance management levers is
remarkably consistent across different segments of
the workforce, including geographic region, company,
level, function, performance level, and demographic
characteristics.
10. The effectiveness of performance management levers varies
tremendously, improving or destroying performance by up
to 40 percent. Levers must be chosen and prioritized with
precision.
Executive Summary

Organization
The Performance
Management
System
Ensure employee
understanding
of performance
standards.
Create performance
standards that
are perceived as
fair and linked
to organizational
success and strategy.
Provide feedback
to employees from
multiple sources
(e.g., 360-degree
reviews).
Understanding,
connection, and
fairness are more
important than
system design and
structure.
Performance
Culture
Encourage, yet
manage, risk taking.
Institutionalize
the free flow
of information,
innovation, openness,
and flexibility.
Differentially treating
strong and weak
performers is vital,
but its ultimate
impact on employee
performance is
limited.
Manager
Manager
Employee
Interaction
Managers must
help employees find
tangible, immediate
solutions to specific
work challenges
to improve
performance.
Managers must
provide needed
information,
resources, and
technology.
Managers can be
performance
killers by providing
employees
with unclear
or inconsistent
expectations.
Formal Review
Managers must
emphasize the
positive during
formal reviews.
Discussion of
performance
weaknesses must be
clearly focused on
specific suggestions
for improvement
or development; if
not, emphasizing
weaknesses can
dramatically decrease
performance.
Review should also
include a discussion
of the employees
long-term career in
the organization.
Employee
Informal
Feedback
Fair and accurate
informal feedback on
performance from
a knowledgeable
source is the single
most effective
performance
management lever
available to the
organization.
Feedback should be
voluntary, detailed,
immediate, and
positive.
Day-to-Day
Work
Carefully match
employees to
jobs: employees
who understand
and enjoy their
work significantly
outperform those
who do not.
Take time to explain
the big picture:
employees will
perform better if they
understand how their
work contributes
to organizational
strategy and success.
Job
Opportunities
Provide employees
with highly visible
opportunities that
leverage their
strengths.
Training should
be functionally
relevant and job
specific. General
skills training
is much less
effective.
The promise of
promotions and
financial rewards
drives employee
performance, but the
impact is smaller than
employees personal
connection to their
work.
Source: Corporate Leadership Council 2002 Performance Management Survey.
vii
viii
Note on Research Methodology

Research Methodology
Building the High-Performance Workforce is supported by three components.
The Corporate Leadership Councils 2002 Performance Management
Survey: The data presented in this study was gathered with a new survey
instrument, the Corporate Leadership Councils 2002 Performance
Management Survey. The survey was Web-based and was administered
during May and June of 2002. In total, over 41,000 employees and managers
were surveyed, and completed responses were received from 19,187
respondents (a 45.8 percent response rate).
Analytical Tools: Building the High-Performance Workforce employs a
number of analytical tools, chief among them structural equation models.
Structural equation models are a straightforward extension of more common
statistical techniques such as multiple regression and factor analysis. They
estimate how one variable affects a second, how the second variable affects
a third, and so on. Structural equation models are particularly useful in
evaluating performance management strategies in that they allow the analyst
to estimate the impact of a performance management strategy on employee
attitudes and how changes in employee attitudes ultimately affect employee
performance. In addition, structural equation models allow the analyst to
estimate the relationship between two variables that influence each other.
For instance, the amount of informal feedback an employee receives affects
an employees performance, but an employees performance also affects
how much informal feedback he or she receives. Unless otherwise noted,
all results presented in this study take into account these nonrecursive
relationships between strategies and performance.
The Corporate Leadership Councils Performance Management Database:

The database described in this study is maintained and updated by the
Council. Organizations participating in the research were provided with
a detailed analysis of the responses of their employees and managers and
an organization-specific set of recommendations on how to optimally
deploy their performance management resources. In addition, the database
allowed companies to place their performance in a competitive context
by benchmarking their results at the industry and aggregate levels. This
report, however, summarizes the aggregate findings of the study only. No
organization-specific findings from any participating member are presented
in this report. All data and information presented here are based on
aggregate-level findings only.
Interpreting Study Findings

The findings from this analysis are based on data collected from a
large sample of employees and managers from a diverse set of member
organizations. Readers interpreting and employing these results may wish to
keep the following considerations in mind:
Generalizing to Employees and Managers in Other Organizations,
Industries, and Countries: The observations and conclusions to follow are
based on a nonprobability sample of organizations and, as with any such
sample, should be interpreted with caution. The Council believes, however,
that the conclusions in this study are likely to be generalizable to many, if not
most, organizations for the following reasons.
Supplementing the Data in Building the High-Performance Workforce

with Other Sources: Although the analysis presented here is based on a
large sample of employees and managers, the Council advises members to
supplement the information presented in this study with other sources where
appropriate. Research is always most powerful when it draws from multiple
data sources and methods.
A Note on Terminology: Throughout this study, the terms strategy and
lever are used interchangeably to refer to any tactic, event, or intervention
an organization may use to improve the performance of its employees.
1. Employees and managers were sampled from a diverse set of

organizations (34), industries (seven), and countries (29).
2. The size of the sample, over 19,000, is very large by traditional standards.
In general, large samples increase the accuracy with which inferences can
be drawn about the target population.
3. Through appropriate weighting, the final sample and subsequent analysis
is not dominated by any one organization.
ix
Chapter I
Overview and Methodology
2a
In Search of the High-Performance Organization

A Common Challenge: To succeed in an environment in which declining
budgets are juxtaposed against aggressive growth targets, organizations
must obtain the highest possible level of performance from their workforces.
Already an ambitious goal, this task is made particularly challenging by the
overwhelming number of viable approaches to performance management
and the lack of consensus and understanding as to which strategies
effectively drive performance.
As the quotations below suggest, HR executives recognize an acute pressure

to allocate resources toward activities that will most successfully boost
workforce performance. Across geographic regions and industry groups,
executives identify this task as a persistent challenge.
The Performance Management Challenge

Importance and Difficulty of Improving Employee Performance
The Cart Before the Horse

A system that drives improvements
in employee performance drives
improvements in your business. If you
cant use reviews to improve employee
performance, then whats the point?
VP of HR
European Manufacturer
The Managers Role

The manager has a critical role in
driving high employee performance,
and HR needs to provide managers
with the support to do that well. The
problem is we dont really know which
manager behaviors drive good employee
performance.
VP of HR
North American Health Care Company
No Way to Know
There are many drivers of high
performanceleadership, recognition,
development. But it is extremely difficult
to figure out how to actually create a
high-performance environment.
VP of HR
South African Financial Services Firm
Which Lever to Pull

Weve learned that you have to have the
right reward structure in place or your
performance management system wont
work. But beyond aligning performance
criteria and rewards, we struggle with
knowing what else we can do to make sure
were getting the best performance from
our employees.
VP of HR
European Retailer
Source: Corporate Leadership Council research.
2b
3a
A Model of Performance Improvement

The Councils Model of Individual Performance Improvement: Before
organizations can engage in a serious effort to improve the performance
of their workforces, they must understand how a given strategy ultimately
translates (or fails to translate) into improved individual performance.
Models, both theoretical and statistical, enable this understanding by
delineating how strategies work. In addition, they present hypotheses that
are subject to empirical examination, allowing evidence to be gathered on
the effectiveness of any given strategy before costly mistakes are made in
resource allocation.
Direct and Indirect Impact: The Councils model of performance
improvement posits that performance can be improved in one of two ways.
First, performance can be improved directly by providing employees with
job-relevant information, experiences, or resources. Second, performance
can be improved indirectly by affecting a number of attitudes that in turn
drive performance.
By changing the way employees think about themselves, their jobs, and their
organizations, the model hypothesizes that it is possible to have a dramatic
impact on their performance. Specifically, by convincing employees to try
harder (discretionary effort), encouraging them to personally attach to
and believe in the organization (organizational commitment), increasing
their confidence that their job is the right one for them (match with job),
providing employees with what they need to do their jobs (having necessary
resources), surrounding them with highly motivated, highly talented,
hardworking colleagues (team strength), increasing job satisfaction and
reducing turnover, organizations can actively boost the performance of
individual employees, and ultimately of their entire workforce.
In this study, the Council uses this model to test the impact of 106
performance management strategies. By identifying which strategies affect
performance directly or indirectly, or fail to affect performance altogether,
the model offers insight into how scarce performance management resources
should be allocated in order to receive the highest return.
Fair and Accurate FeedbackAn Example: Any given performance
improvement strategy may have both direct and indirect effects on
performance. For example, providing employees with fair and accurate
performance feedback can affect performance directly by giving employees
job-relevant information. But just as importantly, giving fair and accurate
feedback also affects employee performance indirectly by driving a number
of important attitudes, such as discretionary effort or organizational
commitment. The true impact of a given strategy can only be identified by
accurately assessing both its direct and indirect effect.
The Corporate Leadership Councils

Model of Individual Performance Improvement
Performance
Management System
Attitudes of High Performance

Discretionary Effort
Organizational Commitment
Performance Culture
Match with Job
ManagerEmployee Interaction
Formal Performance Review
Informal Performance Feedback
Day-to-Day Work
t
ac
p
e
t I m a nc
c
e
rm
ir
Ind Per fo
on
Having Necessary Resources

Team Strength
Job Satisfaction
Intent to Leave
D
on irec
Pe t Im
r fo p
r m ac t
an
ce
Individual Performance
Job Opportunities
3b
4a
The Importance of Attitudes

Definitions of High-Performance Attitudes: The Council examined
the seven high-performance attitudes most likely to impact individual
performance: discretionary effort, organizational commitment, match with
job, having necessary resources, team strength, job satisfaction and intent to
leave. Further definitions of each attitude are included on the page below.
Definitions of High-Performance Attitudes

High-Performance
Attitude
Definition
Discretionary effort
Extent to which employees put their full effort into their job, are constantly looking for ways to do their
job better, are willing to put in the extra effort to get a job done when necessary, and believe that people
would describe them as enthusiastic about the work they do
Organizational
commitment
Extent to which employees feel a strong sense of belonging to the organization, feel that the organization
has a great deal of personal meaning for them, enjoy discussing the organization with people outside of it,
and feel that the organizations problems are their own
Match with job
Extent to which employees feel that their work is the right type of work for them and they are the right
type of person for the job
Having necessary
resources
Extent to which employees think that they can always find out what they need to know to do their job
successfully, always have the tools, resources, and technology they need to succeed at work, and know that
they have the skills and knowledge to accomplish whatever it is that is asked of them at work
Team strength
Extent to which employees believe that every person they work with brings something important to the
team, all of the people they work with do their fair share of work, and everyone at work cares about
whether they do a good job or not
Job satisfaction
Extent to which employees describe themselves as very satisfied with their job and with the kind of work
that they do
Intent to leave
Extent to which employees do not intend to look for a new job with another organization in the next year,
do not frequently think about quitting their job and leaving the organization, are not actively looking for a
job with another organization, and have not made phone calls or sent out their rsum in order to find a
job at another organization
Whether employees say that they would be happy to spend the rest of their career at their organization
Whether employees believe they could easily find a job at another organization
4b
5a
Definition of Performance Improvement

Performance Defined: Throughout this study, the Council will define
performance as an employees on-the-job performance in their current
position or role. It is the goal of this research to identify the strategies
that most improve on-the-job performance. To do so, the Council will
intentionally exclude a number of topics from empirical examination.
For instance, this research is not about changing the composition of a
companys workforce or providing unrealistic, large leaps in workforce
performance. In addition, the study does not examine the impact of
recruiting, retention, or replacing low performers with high performers. In
fact, strategies that attract and retain employees are often quite different
from those that drive the same individuals to higher levels of performance.
Instead, this analysis focuses on helping organizations achieve steady and

quantifiable improvement in the performance of their current workforce.
Of course, employees natural abilities are always important, but there is
also significant opportunity for organizations to increase the performance
level of their talent base by focusing on the strategies and activities that
have the greatest impact on performance. In sum, this research centers
on the following question: Which strategies drive the most significant
improvements in employee performance?
Thinking About Performance Improvement

Performance Improvement: Same Workforce, Better Performance
What This Is About
What This Isnt About
Steady, quantifiable improvement
Quantum (unrealistic) leap in performance
Same person, better performance
Replacing low performers with high performers

Changing the composition of the workforce
Same workforce, better performance
Number of
Employees
Attracting and retaining talent
Performance
Source: CLC Solutions Employee Preferences Database; Corporate Leadership Council research.
5b
6a
The Councils 2002 Performance Management Survey

Measuring the Impact of Performance Management Levers: To identify
which strategies for performance improvement have the greatest impact on
employee performance, the Council measured the presence and strength
of 106 performance management strategies using the 2002 Performance
Management Survey. The survey, given to 19,000 managers and employees
in 34 member organizations, measures the extent to which employees,
managers, and organizations engage in the performance management
activities that appear below. These activities, culled from academic and
secondary literature and interviews with senior executives, are currently
used by many organizations to drive employee performance.
The 106 performance management activities are organized into seven

categories: the performance management system, performance culture,
manageremployee interaction, formal performance review, informal
performance feedback, day-to-day work, and job opportunities. The
challenge is to identify the strategies that have the greatest positive impact
on performance.
Potential Performance Management Drivers

Performance
Management
System
Challenge and
applicability of
development plan
Employee
accountability for
things that matter
Employee
understanding of how
system works
Employee
understanding
of performance
standards
Extent to which
employees receive
performance ratings
they deserve
Fairness of
performance
standards
Link between
performance
management system
and organizational
strategy
Number of formal
reviews received each
year
Presence of 360degree reviews
Presence of employee
development plan
Presence of
procedures for
handling grievances
with performance
reviews
System credibility
Use of rank-ordering
Performance
Culture
ManagerEmployee
Interaction
Coworker
involvement
Diffuse decisionmaking authority
Risk taking
Coworker cohesion
Innovation
Flexibility
Differential treatment
of best and worst
performers
Internal
communication
Future orientation
Breaks down projects into

manageable components
Clearly communicates
expectations
Creates work plans and
timetables
Diffuses unhealthy rivalries
or competition among
team members
Encourages employees to
be positive and enthusiastic
about work
Expresses confidence in
employees ability to do job
Helps team get started on
a new project
Helps attain needed
information, resources, and
technology
Helps find solutions to
problems at work
Holds people accountable
Identifies or removes
unnecessary barriers at
work (such as unnecessary
rules or regulations)
Inspires others
Listens carefully to views
and opinions
Measures performance and
results
Persuades and encourages
others to move in a desired
direction
Recognizes and rewards
achievement
Translates long-term goals
into step-by-step plans
Makes frequent changes to
projects and assignments
Formal
Performance
Review
Informal
Performance
Feedback
Emphasis on
performance
strengths
Emphasis on
performance
weaknesses
Emphasis on
personality strengths
Emphasis on
personality
weaknesses
Emphasis on skills and
behaviors needed in
the future
Emphasis on specific
outcomes of formal
performance review
(e.g., promotions,
raises, or bonuses)
suggestions for doing
the job better
Emphasis on
long-term career
prospects within the
organization
Emphasis on amount of
effort put into the job
Emphasis on
performance strengths
Emphasis on
performance weaknesses
Emphasis on personality
strengths
Emphasis on personality
weaknesses
Emphasis on skills and
behaviors needed in the
future
suggestions for doing the
job better
Fairness and accuracy of
informal feedback
Feedback that helps
employees do their jobs
better
Immediate versus
delayed feedback
Manager likelihood
to volunteer informal
feedback
Method of delivering
informal feedback (e.g.,
face-to-face, in writing)
Manager knowledgeable
about employee
performance
Day-to-Day Work
Job Opportunities
Challenge of projects and

assignments
Connection between
successful project
completion and incentives
such as:
Size of annual merit
increase
Size of annual bonus
Opportunity for higher
performance rating
Opportunity for
promotion
Raise in base salary
Employee influence in
selecting projects
Employees personal
enjoyment of their work
Employee understanding
of connections between
day-to-day work and
organizational strategy
Employee understanding of
how to complete projects
and assignments
Importance of projects
to business unit and
organization
Importance of projects and
assignments to employees
long-term careers
Importance of projects and
assignments to employees
personal development
Number of projects and
assignments
Time to complete projects
and assignments
On-the-Job Development
Opportunities
Opportunity to:
Spend time with a professional
coach
Do challenging and leading-edge
work
Experiment and take risks
Have significant accountability
and responsibility
Help launch a new business,
initiative, or program
Help turn around struggling
business
Work with a mentor
Be promoted
Work for strong senior
executive team
Work in a different country
Work in a variety of jobs/roles
Work in new business units
Work in new functional areas
Work on the things you do best
Work with a diverse group of
people
Training Content
Business (e.g., accounting,
finance)
Diversity
IT
Leadership
New employee orientation
People management (e.g.,
communication, team-building)
Process management (e.g.,
managing timelines or budgets,
resource allocation)
Product
Quality control
Sales
Technical
Other
6b
7a
Overview of Research Methodology

The Councils 2002 Performance Management Survey employed a dyadic
survey designtwo versions of the survey, one for managers and one
for employees. Each survey included more than 200 questions and took
an average of 45 minutes to complete. The survey asked employees and
managers about nearly all facets of their organizations performance
management systems, including manager quality, organizational context,
on-the-job development and training, and day-to-day work.
Company-Supplied Performance Data: Survey data was combined
with company-supplied data on employees and managers, including,
most importantly, data on individual employee performance. Given that
the participating companies used many different systems to measure
performance, the Council standardized all company-supplied data into a
common measure for all participating companies. The standardized scale
represents a measure of employee performance in which each employees
score denotes the percentage of employees in his or her company who
received a lower performance rating that he or she did. Higher percentile
scores indicate higher levels of performance while lower scores represent
lower levels of performance. Throughout this study, the term impact
on performance indicates a shift, either up or down, in this percentile
rank. For example, a positive impact of 25 percent means that a particular
performance strategy has the potential to move an employee from the 50th
percentile to the 75th percentile in terms of relative performance in his or
her organization.
Performance data was subjected to a number of standard tests for validity

and reliability. For example, the standardized performance measure showed
appropriate relationships to education level, annual bonus size, number of
promotions, and hours worked per week. There was also strong evidence
of a number of predicted relationships between the Councils standardized
performance scale and many high-performance attitudes, leading to the
conclusion that the standardized performance measure is a valid and reliable
indicator of employee performance.
Understanding SEMs: The Council analyzed this data using
structural equation models (SEMs). SEMs estimate the impact of one
variable (e.g., frequency of informal feedback) on another variable
(e.g., discretionary effort) and how changes in this second variable
impact a third (e.g., employee performance). SEMs allowed the Council
to isolate the unique impact of each of the various performance strategies
and to understand why each succeeds or fails to impact attitudes of high
performance and ultimately employee performance.
GoalImproved Performance Through Focused Resource Investments:
Ultimately, this research strives to bring us closer to a new science of
performance improvement: one in which decisions are made that enable
organizations to achieve the highest level of performance from their existing
workforce with the best use of their resources.
The Goal: Identify Performance Drivers

1
Dyadic Survey Design Plus Company-Supplied

Employee Performance Data
Managers and employees surveyed on nearly all facets of performance and

performance managementmanager quality, organizational context, on-the-job
development and training, and day-to-day work
Survey data combined with company-supplied data on employees and managers
Structural
Equation Models
(SEMs)
Y2 = + 1Y1 + 1X1 + 2X2 + 3X3 + 4X4 + 2
Using SEMs, the Council

estimates the unique impact of
each performance driver and
why it works (or does not)
Y3 = + 8X8 + 2Y2 + 3
Y1 = + 1X1 + 5X5 + 6X6 + 7X7 + 1
1.
2.
3.
4.
5.
Goal: Improved Performance
The Council generates a list of performance drivers, in

rank-order of their impact on individual performance
7b
8a
Analysis in Action
The page below provides an overview and example of this analysis using
a sample strategy (informal performance feedback from an employees
manager) and a sample attitude of high performance (discretionary effort).
Step #1: Measure Employee Performance: Company-provided performance
data on employees was standardized into a common scale and subjected to a
number of tests for validity and reliability.
Step #2: Measure Presence and Effectiveness of Performance Levers:
The presence and effectiveness of each performance management strategy
was measured by asking employees a number of questions about their
experiences with each lever. In the example below, employees are asked how
often they receive informal feedback from their managers.
Step #3: Measure Attitudes of High Performance: Each of the Councils
seven attitudes of high performance was measured using a number of
standard scales. The example below presents one of four questions used to
measure discretionary effort.
Step #4: Estimate Impact of Lever Using SEMs: Structural equation

models were then used to estimate the direct and indirect impact of each
lever on employee performance. In the example below, an increase or
decrease in the amount or quality of informal feedback is hypothesized
to affect performance directly as well as indirectly through its impact on
discretionary effort.
Step #5: Calculate Total Impact: The combination of each strategys direct
and indirect effect provides its total impact on performance. Below, the
impact of informal feedback is the sum of its direct effect on performance as
well as its indirect effect on attitudes of high performance.
Step #6: Prioritize Levers According to Maximum Impact: Finally,
structural equation models were used to estimate the maximum total impact
of each performance management strategy. This is calculated by comparing
the predicted performance level for an employee who scores high on
a strategy (i.e., the performance of an employee who receives frequent
informal feedback) with the predicted performance level for an individual
who scores low on the strategy (i.e., the performance of an employee who
receives infrequent informal feedback).
A Methodological Overview and Example

The Impact of Informal Feedback on Discretionary Effort and Performance
Company-Reported Data
Manager and Employee Survey Data
Step #1:
Measure Employee Performance
Collect
Test
Standardize
CompanyProvided
Raw Data
Validity
and
Reliability
Tests
Percentile
Rank in
Company
5
4
3
2
100
99
98
97
Impact on
Attitudes and
Performance
Estimated Maximum
Change
Change in Performance
Step #6: Prioritize Levers

According to Maximum Impact
Step #2: Measure Presence and

Effectiveness of Performance Levers
Step #3: Measure Attitudes

of High Performance
On average, about how often does your manager give

you informal feedback about your work performance?
Once a day
24 times a week
Once a week
23 times a month
Once a month
811 times a year
47 times a year
23 times a year
Once a year
Less than once a year
My manager never gives me informal feedback
about my work performance
When needed, I am willing to put in

the extra effort to get a job done.
Very strongly agree
Strongly agree
Somewhat agree
Neither agree nor disagree
Somewhat disagree
Strongly disagree
Very strongly disagree
Step #5:
Calculate Total Impact
Step #4: Estimate Impact

of Lever Using SEMs
Indirect
Indirect
effects work
through five
key attitudes
Direct
Indirect
Total
Impact
Direct
Change in
Informal
Feedback
Indirect
D ir
Change in Employee
Discretionary Effort?
ec t
Change in Employee
Performance?
Statistical Analysis
8b
9a
Organizations Participating in the Study

Leveraging the Council Network: The Councils 2002 Performance
Management Survey gathered information on over 19,000 employees and
managers from 34 organizations across seven major industry groups and 29
countries. Organizations were selected in order to ensure a balanced sample
across industry, size of company, and geography.
With Sincere Thanks

Partnering with the Membership, the Council Surveyed Over 19,000 Respondents
from 34 Companies, Seven Industry Groups, and 29 Countries
Consumer Products
and Retail
Entertainment
and Media
Financial Services
Chemical and
Energy
Health Care
Manufacturing
Technology
IADB
9b
10a
A Rich Database
Demographics of Survey Participants: The profile of the database shown
below illustrates the diversity of the survey respondents. Broad distribution
across organizational level, work function, geographic region, age, gender,
and tenure allows for robust analysis of the impact of various performance
management strategies on different segments of the workforce. For
comparisons across geographic region, for example, the study examines the
experiences of more than 700 employees from Latin America, 3,900 from
Europe, 500 from South Africa, 2,400 from Asia, 500 from Australia, and
over 10,000 from North America.
A Portrait of Our Workforce

Organizational Level, Function, and Geography of the Survey Participants
Organizational Level
Division
Head/VP
2%
Other
Nonmanagement
Department
Manager/Director
21%
25%
Other
Management
Work Function
15%
12%
24%
Supervisor/
Administrator
Corporate
Admin
Customer Service
Other*
5%
Engineering
12%
21%
4% and Design
8% Finance/Accounting
Sales 7%
8%
14%
5% Human Resources
Retail
9%
Operations
Professional/
Technical
Geography (by Residence)

Latin
America Other
4% 4%
Europe
21%
North
America
3% South Africa
53%
13%
Asia/Pacific
IT
4% 3%
3%
Marketing Manufacturing
Australia/
New Zealand
* Includes strategy/planning (2%), research and development (4%),

quality control (2%), purchasing (2%), legal (1%), and other (10%).
Age, Gender, and Tenure of the Survey Participants

Age
Gender
Tenure with Company
6170
Years Old
5160
Years Old
14%
3140 Years
1830
Years Old
1%
2130
Years
Female
13%
41%
17%
59%
30%
4150
Years Old
26%
1120
Years
38%
3140
Years Old
Note: Percentages do not add up to 100 percent due to rounding.
3%
Male
57%
10 Years
or Less
10b
11a
Chapter II
Seven Keys to High Performance
11b
12a
Skyline of Potential Performance Drivers

The graphic below presents the list of performance drivers in order of their
impact on performance, from left to right (the taller the bar, the greater the
impact). A number of important implications for performance management
are clear:
Wide Range in Level of Impact: The sizeable difference in height between
the bars on the left side of the graph and those on the right indicates
that not all performance management activities are equally effective. In
fact, the difference in performance improvement from the performance
management strategy with the highest bar to that with the lowest bar is
nearly 50 percent, a considerable range of impact on employee performance.
Certain performance management strategies are clearly much more
important to performance improvement than others are, and selection of the
right (or wrong) strategy can have significant consequences for the overall
performance of the workforce.
The performance strategies are divided below into four levels (A, B, C, D)
based on the magnitude of their impact on individual performance. The
items on the left side of the chart are A-level strategies, meaning they can
each improve individual performance by a remarkable 25.0 percent or more.
In other words, employees whose organizations successfully implement an
A-level strategy rank 25.0 percentile points higher than their peers who
do not receive the same A-level strategy. B-level strategies can improve
performance by 10.0 to 24.9 percent. C-level strategies have a potential
performance improvement of 0.0 to 9.9 percent, while D-level strategies can
actually have a negative impact on employee performance.
Defining Relative Impact on Performance
Not All Created Equal

A-Level
Drivers
B -Level
Drivers
C - Level
Drivers
D -Level
Drivers
50.0
Impact on
Employee 0.0
Performance
(50.0)
Level of Performance Driver

A-Level
B -Level
C-Level
D-Level
25.0
10.0 to 24.9
0.0 to 9.9
<0.0
12b
13a
Road Map for the Research

Chapter II presents an analysis of the drivers of individual performance,
examining seven categories of performance management: the performance
management system, performance culture, manageremployee interaction,
the formal performance review, informal performance feedback, day-to-day
work, and on-the-job opportunities.
This chapter begins with an analysis of the performance management system

itself, revealing the singular importance of clearly defined performance
standards.

1. The Performance Management System: The Singular Power of Clarity
2. Performance Culture: The Freedom to Take Risks, Communicate, and Be Flexible
3. ManagerEmployee Interaction: Solutions Enabler
4. Formal Performance Review: The Delicate Balance Between Praise and Critique
5. Informal Performance Feedback: The Primacy of Fairness and Accuracy
6. Day-to-Day Work: Connection Over Rewards
7. Job Opportunities: High Profile, Good Fit, and New Skills
13b
14a
The Performance Management System

Evaluating the Impact of Performance Management Systems: Central to
any analysis of the factors that drive employee performance is an assessment
of the tools most organizations rely on to evaluate the performance of their
workforces: the performance management system. This chapter evaluates
the overall impact of the performance management system on individual
performance.
In all, we examined 13 items related to performance management systems

across three broad categories:
Compiling the List: Based on an exhaustive review of the literature and

scores of conversations with senior HR executives and other experts,
the Council compiled a list of the components and characteristics of
performance management systems thought to be most important for
improving individual performance. To this list, the Council added a number
of factors in addition to the basic components of the systems themselves,
such as employee understanding of the performance management system
and their perceptions of its fairness and credibility.
Connection and Understanding: Employees understanding of and

relationship to the performance management system, including their
understanding of the process and evaluation standards, belief that they are
held accountable for the skills, behaviors and outcomes that are critical to
the success of the organization, and their assessment of the link between the
performance management system and organizational strategy.
Content: Elements considered the nuts and bolts of a performance

management system, including 360-degree reviews, forced ranking, number
of formal reviews, and presence and challenge of development plans.
Fairness and Credibility: Employees belief that they receive the

performance ratings they deserve and that the system is fair and credible.
The Performance Management System
Potential Performance Drivers

Elements of the Performance
Management System
Definitions
Challenge and applicability of development plan
Amount of influence employees have in creating development plans, their perspectives on how challenging the development plan is, and
the frequency with which employees refer to development plans
Employee accountability for things that matter
Whether employees believe that they are held accountable for skills, behaviors, and outcomes that are critical to their organizations and
their business units success
Employee understanding of how system works
Whether employees understand how their organizations formal performance review system works
Employee understanding of performance standards
Whether employees understood the standards they were evaluated on in their most recent formal performance review
Extent to which employees receive performance

ratings they deserve
Whether employees believe that most people in their organization get the performance ratings they deserve
Fairness of performance standards
Whether employees believe that the standards they were evaluated on in their most recent formal review were fair and realistic
Link between performance management system and

organizational strategy
Whether employees believe the formal performance review system is clearly linked to their organizations overall strategy
Number of formal reviews received each year
Number of formal performance reviews employees have with their manager (the person they directly report to)
Presence of 360-degree reviews
Whose opinions were included in employees most recent formal performance review (e.g., the people who directly report to them,
peers, direct managers, senior executives in the organization, clients or customers from outside the organization)
Presence of employee development plan
Whether employees most recent formal performance review produced a written development plan for them
Presence of procedures for handling grievances with

performance reviews
Whether their organization has a procedure for addressing employees concerns about the outcome of their formal performance review
System credibility
Employee belief in the formal performance review system as a determination of who gets promoted and who gets raises and bonuses
Use of rank-ordering
Whether their organization formally ranks people at their level in order of their performance from best to worst

14b
15a
Impact of Performance Management System Strategies

The graph below presents the percentage impact that the 13 components of
the performance management system can have on employee performance.
The taller the bar on the graph, the greater the impact the performance
management strategy has on individual performance (including both direct
and indirect effects).
All 13 strategies related to the performance management system are arranged
below by category, with the highest impact category on the left and the
lowest impact category on the right. Based on this analysis, a number
of important implications for resource allocation around performance
management are clear:
Understanding and Connection Have the Largest Impact: Items involving
understanding and connection to the performance management
systemincluding understanding of performance standards, accountability
for things that matter, and understanding how the system worksare
the most important factors within the performance management system
for driving performance. This group also contains the single element of
the performance management system with the largest positive impact on
individual performance. In fact, the dominance of that first baremployees
understanding of performance standardsis striking. Simply by increasing
employees knowledge and understanding of the standards by which they are
evaluated results in a possible 36 percent improvement in their performance.
Understanding standards is the only A-level item (greater than 25 percent
impact) in the performance management system category, and is one of only
nine A-level items identified in this study.
A Positive, but Smaller Impact from Fairness and Credibility: The items
related to the fairness and credibility of the performance management
systemincluding the extent to which employees receive the performance
ratings they deserve and the fairness of performance standardshave less
impact on performance than understanding and connection but more
impact than the content of the system.
Content Less Important Than Fairness and Understanding: Overall, the

specific features of the system itself (e.g., the number of reviews, the use of
rank ordering, the presence and effectiveness of development plans) have far
less impact than do understanding, connection, fairness, and credibility. In
fact, out of the five items, three are C-level items (meaning their impact on
individual performance is between 0 and 9.9 percent) and two are D-level
items (meaning they have a neutral or negative impact on performance).
When looking at the overall effect of the content of performance
management systems on driving individual performance, only 360-degree
reviews have a notable impact on individual performance.
Focusing on What Matters: Organizations currently focus a great deal of
time, resources, and energy on the contents of the performance management
system, namely deciding how many formal reviews to hold each year
or whether or not to rank-order employees according to performance.
However, much less effort is spent on ensuring that employees understand
the system and believe that it results in a fair and credible assessment of
their performance and that of their peers. These findings suggest that
organizations would do well to refocus their investments from the process
of performance management toward activities that promote understanding,
connection, fairness, and credibility.
Furthermore, this research suggests that a wide variety of different
performance management systems will likely work equally well. What
distinguishes one from another and determines its success or failure is the
extent to which employees and managers understand their standards and
believe that the process is fair and credible.
The following page provides a closer look at the relative impact of the
content of the system compared to employee understanding of the system.
The Council analyzes why understanding and connection have significantly
higher impact on performance than do specific features of the system.
Performance Drivers: Performance Management System
The Importance of Understanding and Fairness

Maximum Impact of Performance Management System Levers on Employee Performance*
Understanding
and Connection
Mean = 12.9
Content
Mean = 1.6
Fairness and Credibility

Mean = 3.1
45.0
High
36.1
Change in
Performance
20.0
8.1
5.8
5.2
4.6
3.7
3.6
3.0
2.0
1.4
0.2
(0.1)
s
ing
it
ou
ye
plo
Em
e
ye
lp o
de
Un
ks
at
M
at
Th
f
go
ow
or
W
ste
Sy
r
fo
ir
Fa
Pr
es
c
en
es
ar
St
ce
rie
Pr
em
vie
ib
ed
Cr
nc
of
36
Pr
E
of
ce
n
se
Pr
e
ye
plo
ge
d
an
t
en
Pla
fD
nk
r
be
of
(1.0)
ing
ed
eiv
c
Re
a
fR
Us
o
lity
er
rd
-O
pm
elo
ev
bi
ca
li
pp
Pla
pm
elo
ev
e
es
t
en
Re
-D
fG
re
eg
st
Sy
ilit
ur
d
ce
va
so
s
ne
ds
d
an
c
an
er
fP
in
nd
sta
Lin
k
Em
bil
a
nt
c
eA
Em
or
yf
er
Be
Sy twe
ste e
m nP
an erf
d or
O m
rg an
an ce
iza M
tio an
Ex
na ag
t
e
l S em
Pe nt
tr a e
rfo to
te nt
rm W
gy
an hi
ce ch
Ra Em
tin pl
gs oy
Th ee
ey s R
D ece
es iv
er e
ve
plo
y
Pe ee
rfo Un
r m de
an rst
ce an
St din
an g
da of
rd
s
Low (5.0)
al
ie
ev
m
or
um
en
all
Ch
* Each bar presents a statistical estimate of the maximum total impact on employee performance each strategy will produce. The total impact includes the strategys direct
impact on performance as well as any indirect impact it may have through employee attitudes. The maximum total impact is calculated by comparing two statistical estimates:
the predicted performance level for an employee who scores high on the strategy and the predicted performance level for an employee who scores low on the strategy.
The impact of each strategy is modeled separately. A strategy that fails to achieve traditional levels of statistical significance is denoted with a white bar (t < 2.0).

A-Level
B -Level
C-Level
D-Level
25.0
10.0 to 24.9
0.0 to 9.9
<0.0
Source: Corporate Leadership

Council 2002 Performance
Management Survey.
15b
16a
Indirect and Direct Impact

Introductory Note on Closer Look Analyses: Across all seven key lessons,
a series of closer look pages provide additional information on a few items
from each category. These pages explain why a particular performance
lever may or may not work effectively. They also explain why strategies
that have only a limited impact on individual performance may still be
very important. Namely, some strategies do not have a significant impact
on performance, but do drive employee attitudes that are critical to other
important outcomes such as retention and job commitment.
For each of these closer look pages, the Council investigates in further
detail a number of particularly interesting items from each of the seven
categories. This page provides a closer look at three items in the performance
management system category: employee understanding of the standards on
which they are evaluated, the number of formal reviews employees receive
each year, and the presence of 360-degree reviews.
Only Positive Results from Increasing Employee Understanding:
Clarifying employee performance standards not only positively impacts
individual performance, but also drives several important employee
attitudes. As shown below, employees who fully understand the standards
on which they are evaluated try 19 percent harder, are 34 percent more
committed to the organization, and are 36 percent more likely to feel
matched to their job. These substantial changes in employee attitudes,
plus the obvious direct impact on performance of 31 percent, result in a
substantial total impact on performance of 36 percent.
A Closer Look at Number of Formal Reviews: Both within and across

organizations today, there is wide variation in the number of formal
reviews received by employees during the course of a year. Although
the vast majority of employees receive one or two reviews a year, some
employees never receive reviews, while others receive reviews as frequently
as once a quarter. With such a high level of variation, it is important to
fully understand the impact that increasing or decreasing the number of
reviews may have on individual performance. As shown in the middle of the
page below, as the number of formal reviews increases, key attitudes such
as discretionary effort, organizational commitment, match with job, and
having necessary resources remain largely unchanged and even decrease
slightly. The minimal impact on of employee attitudes, in addition to a
slightly negative direct impact on performance of 0.1 percent, leads to a total
impact on performance that is essentially neutral.
Understanding the Value of 360-Degree Reviews: The third column on
the page below provides the detail necessary to further understand the
value of 360-degree reviews. As shown below, their impact on all three
employee attitudes (discretionary effort, organizational commitment, and
having necessary resources) is not only small but also consistently negative.
However, due to their positive direct impact on performance of 9.0 percent,
360-degree reviews provide a total impact of 8.1 percent. These findings
suggest that some performance management activities are effective drivers of
performance despite their negative impact on several key employee attitudes.
In sum, it is better to ensure that employees understand the standards
on which they are evaluated and to provide multiple sources of feedback
than to increase the number or frequency of formal reviews. It is from
understanding and fairness, rather than from the nuts and bolts of the
system, that workforce performance will improve.
A Closer Look at the Performance Management System
Understanding Drives Commitment, Effort, and Job Fit
Indirect:
Understanding Standards:
Impact on Performance*
Number of Formal Performance Reviews:

Presence of 360-Degree Review:

Employee Understanding
of Performance Standards
Number of Formal
Performance Reviews
Presence of
360-Degree Review
Discretionary Effort (19.0%)
Commitment (34.0%)
Commitment (4.8%)
Commitment (6.9%)
Match with Job (36.1%)
Having Necessary Resources (4.6%)

+ Direct:
= Total:
Direct Impact (31.4%)

Increases
by 36.1%

Decreases
by 1.0%
* The total impact of a strategy on employee performance is a weighted sum of the strategys direct and indirect effects. Each direct and indirect
effect is weighted differently, which is why the direct and indirect effects do not sum to the total impact. Percentages next to employee attitudes
denote the maximum percentage change produced by each strategy, expressed as a percentage of the total possible change.

Increases
by 8.1%
Source: Corporate Leadership Council 2002

Performance Management Survey.
16b
17a
Impact of Development Plans

The page below provides further information about another item within the
performance management system category: development plans. Starting at
the top of the page and moving down, it is clear that overall, the presence
of a development plan has a relatively small impact on employee attitudes
and performance. In fact, having a development plan only slightly increases
employees discretionary effort, job match, and perceptions of having
necessary resources, and slightly decreases organizational commitment.
Why do development plan score so low? The graphs below suggest an

explanation. Development plans are certainly good road maps to help
employees determine what to focus on, but by themselves do little to improve
performance. Rather, as currently practiced, development plans are often not
truly integrated into employees day-to-day jobs: barely a third of employees
refer to their development plan while doing their day-to-day job. These
findings suggest that the full impact from customized development plans
can only be achieved by systematically connecting the components of the
plans to employees day-to-day jobs.
A Closer Look at the Performance Management System
Pitfalls and Potential of Development Plans

Overall limited impact on performance
despite proven importance to leaders

of customized leadership development plans
Presence of Employee Development Plan:

Impact on Performance1
Distribution of Importance Scores for Feedback

and Relationship Development Programs2
Presence of Employee Development Plan

10.0
Indirect:
8.1
6.6
Commitment (2.0%)
6.4
6.3
6.1
Meeting
with an
Executive
Coach
Meeting
with a
Mentor
Feedback
Importance
5.0
Score

+ Direct:
= Total:
0.0
Creating
Interacting
Leadership with Peers
Development
Plan
Increases Individual Performance by 1.4%
possibly explained by loose connection with day-to-day job

Distribution of Responses to the Question:
On average, about how often do you refer to your development plan while doing your day-to-day job?
Percentage of
Respondents
14%
Almost
Never
17%
22%
14%
18%
10%
5%
Almost
Every Day
The total impact of a strategy on employee performance is a weighted sum of the strategys direct and indirect effects. Each direct and indirect effect is weighted
differently, which is why the direct and indirect effects do not sum to the total impact. Percentages next to employee attitudes denote the maximum percentage
change produced by each strategy, expressed as a percentage of the total possible change.
Importance scores, derived from conjoint analysis, measure the relative importance leaders place on each program for the development of their leadership skills.
Source: Corporate Leadership Council

2002 Performance Management
Survey; Corporate Leadership
Council 2001 Leadership Survey.
17b
18a
Performance Culture
The next lesson focuses on organizational culture and the importance of a
culture of risk taking, internal communication, and flexibility to individual
performance.

18b
19a
Understanding the Impact of Performance Culture

In Search of the High-Performance Culture: While the performance
management system is clearly a critical driver of individual performance,
its ultimate success or failure is a product of the cultural environment
that surrounds it. Indeed, throughout the course of the research, the
Council observed that some organizations cultures actively support high
performance more successfully than do others. Although it is obvious that
organizational culture plays a role in the success or failure of individuals, it
is much more difficult to determine which cultural elements are more or less
important. This chapter will examine which of nine cultural elements are
most important to improving employee performance.
Measuring the Presence of Cultural Traits: To measure the impact of

each cultural trait on employee performance, the Council included a
series of questions within the 2002 Performance Management Survey that
asked employees to agree or disagree with a series of statements about
their organizations. For example, for coworker involvement, respondents
were asked questions to determine whether their coworkers take pride in
the organization or apply extra effort to their job. Similarly, to assess the
presence of diffuse decision-making authority in an organizations culture,
employees were asked whether the organization delegates decision making
and allows decisions to be made without manager approval. Details about
each of the nine cultural traits are included in the table below.
Performance Culture

Cultural Trait
Definition
Coworker involvement
Employees perceptions of whether their coworkers take pride in the organization, put a lot of effort into
what they do and are willing to volunteer, and whether it is difficult to get people to do extra work
Diffuse decision-making
authority
Employees perceptions on whether many actions can be taken without the approval of the manager and
whether small matters have to be referred to someone higher for a final answer
Whether employees believe that their organization has a strong desire for high-risk, high-return investments
Risk taking
Coworker cohesion
Whether employees believe that initial failures dont reflect on their competence (i.e., if people fail in the
process of creating something new, the organization encourages them to keep trying)
Whether employees take a personal interest in each other, get along well, feel like they have a lot in
common, and pitch in to help each other out
Whether employees describe their organization as having a lot of team spirit
Innovation
Flexibility
Employees perceptions of whether their organization encourages them to find new ways around old
problems, develop their own ideas, and improve upon the organizations methods
Whether employees agree that their organization can be described as flexible, continually adapting to
change, and always moving toward improved ways of doing things
Employees perceptions on whether or not top managers are set in their ways
Differential treatment of
best and worst performers
Employees beliefs that the best performers always get promoted and get much larger raises and bonuses
than the worst performers
Whether the organization weeds out the worst performing employees
Extent to which there is good communication between peers
Internal communication
Whether employees believe their managers are willing to share all relevant information
Number of opportunities for junior staff to have informal conversations with senior personnel
Future orientation
Employees perceptions on whether the ability to plan ahead is highly valued in their organization,
management constantly plans for the future of the organization, and people are encouraged to take a
long-term view of their career
19b
20a
The Freedom to Take Risks, Communicate, and Be Flexible

The graph below presents the percentage impact that a number of cultural
traits have on employee performance. The taller the bar on the graph, the
greater the impact the strategy has on individual performance (including
both direct and indirect effects). The nine cultural traits are displayed from
left to right in descending order of impact.
Risk Taking, Internal Communication, and Flexibility Drive Performance:
As shown below, the single cultural trait with the largest impact on employee
performance is a culture of risk taking. Risk takinga culture in which
employees are provided with incentives and encouragement to work on new
ideas despite uncertain outcomes or initial failurescan improve employee
performance by a striking 39 percent, clearly making the Councils list of
A-level performance strategies.
A culture of internal communicationone that is characterized by
frequent and effective communication between peers and the steady flow
of information, not only up and down, but across the organizationis also
an A-level performance strategy. Such a culture often has opportunities for
junior staff to speak and interact with senior executives. As shown below, a
culture of internal communication has a significant impact on individual
performance, leading to potential performance improvements of nearly
35 percent.
In addition to risk taking and internal communication, flexibilitya

culture that is continually adapting to change and is committed to process
improvementis also a B-level driver, improving individual performance by
22.9 percent.
Indeed, it is striking that three of the Councils nine A-level performance
drivers are all related to organizational culture. The combination of these
three cultural traitsrisk taking, internal communication, and flexibility
provides an emerging definition of the high-performance culture as one
that creates a community of openness where employees are encouraged to
experiment and try new things without fear of reprisal for mistakes.
Only Minimal Impact from Differential Treatment of Best and Worst
Performers: Before moving on to a more detailed look at some of these
cultural traits, it is first important to note not only items that excel at driving
performance, but also those with a more limited impact. As shown on
the right-hand side of the graph below, differential treatment of best and
worst performers is much less important to driving individual employee
performance than a number of other cultural traits, a finding that is perhaps
somewhat surprising. The next page provides more detail into why risk
taking and internal communication are clearly important contributors to
high performance, while differential treatment of best and worst performers
has a noticeably smaller impact.
Performance Drivers: Performance Culture
The Culture of High Performance

Risk Taking, Communication, and Organizational Flexibility Most Important
Maximum Impact of Cultural Traits on Employee Performance*
50.0
38.9
34.4
Change in
Performance 25.0
22.9
16.7
9.5
7.7
7.2
4.7
1.5
Co
-M
on
isi
ec
D
se
ak
ing
ke
r
Co
wo
r
D
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at
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0.0

A-Level
B -Level
C-Level
D-Level
25.0
10.0 to 24.9
0.0 to 9.9
<0.0

Management Survey.
20b
21a

Why do organizational cultures that support risk tolerance and internal
communication have such a strong effect on individual performance, while
differential treatment of best and worst performers has such a limited
impact? The graphic below explains these results in further detail, breaking
down the total impact into its component parts of direct and indirect
effects.
A Closer Look at Risk Taking: As shown below, a culture of risk tolerance
has a substantial and positive impact on three important employee
attitudes. Employees who work in a risk-tolerant culture are likely to put
18 percent more effort into their job, be 45 percent more committed to
their organization, and feel 33 percent more closely matched with their
jobs than are employees in a risk-intolerant culture. Moreover, promoting
a risk-tolerant culture has further direct benefits. Specifically, it has a
direct positive effect by encouraging employees to push themselves beyond
their current practice, leading to a total impact on performance of nearly
39 percent.
Understanding the Benefits of Internal Communication: Internal

communicationthe extent to which information flows upward and
downward within an organizationhas a very powerful impact on employee
performance. In fact, it can lead to increases in discretionary effort of
17 percent, increases in organizational commitment of 43 percent, and
increases in match with job of 34 percent. It, too, has a positive direct impact
on performance by providing employees with information that they may not
otherwise have had, leading to a total impact on performance of 34 percent.
Only a Small Impact from Differential Treatment by Performance: The
far right column presents further detail into the impact of differential
treatment of best and worst performers on performance levels. A culture of
differentiation can increase discretionary effort by 5 percent, commitment
by 23 percent, and match with job by 13 percent. It even has a positive
impact on team strength, defined as the degree to which individuals believe
that their colleagues bring something important to the team, do their fair
share of work, and care about the quality of their work. However, although
a culture of differentiation clearly has strong and positive impacts on a
number of important attitudes (and may support organizations recruiting
and retention efforts), weeding out underperformers and rewarding top
performers does not in itself provide employees with information, resources,
or experiences that directly improve their performance.
A Closer Look at Performance Culture
The Value of Culture

Cultural Traits Drive Attitudes of Performance
Indirect:
Risk Taking:
Internal Communication:
Differential Treatment of Best and

Worst Performers: Impact on Performance*
Risk Taking
Internal
Communication
Differential Treatment of
Best and Worst Performers
Commitment (45.7%)
Commitment (43.2%)
Commitment (23.2%)

Team Strength (29.3%)
+ Direct:
= Total:
Increases
by 38.9%

Increases
by 34.4%
No Direct Impact
Increases
by 1.5%

21b
22a
High-Performance Organizational Strategies

Summary of Performance DriversThe Importance of Organizational
Factors: Focusing performance management efforts solely on managers
and employees may not be enough to ensure widespread performance
improvement. Rather, organizations also must provide employees and
managers with the institutional and cultural settings that enable and
encourage high performance. Key lessons one and two revealed the
importance of organizational factors to any performance management plan.
In fact, three of the nine A-level performance strategies are organizational
factors: ensuring that employees understand the standards on which they are
evaluated, encouraging a culture of managed risk taking, and providing clear
and accessible lines of communication.
Driving Individual Performance Through Understanding and Fairness:
Findings from the Councils research on the performance management
system clarify the most effective ways for organizations to spend time and
focus their resources. Data from this section reveals that the components
of the system itselfor the systems design and structureare much less
important than understanding, fairness, and credibility. The critical finding
from this section is that the key to improving employee performance
through the performance management system is helping employees to
understand the standards on which they are evaluated and fostering a belief
that they and their colleagues are being treated fairly by the system.
Many different performance management systems will likely work equally
well. What is key to the success of any system, however, is that employees and
managers understand how the system works and believe that the evaluation
process is fair and credible.
Creating a High-Performance Culture Through Risk Taking and Internal

Communication: As presented across the last few pages, the highest impact
cultural elements focus on encouraging risk and creating a free flow of
information up, down, and across the organization. While differentially
treating strong and weak performers can significantly impact a number of
attitudes, it is obvious that a true high-performance culture requires much
more than rewarding high performers and managing out low performers.
The remaining five key lessons continue to build on this definition of
high-performance. Having completed the review of organizational factors,
the study next examines another set of players responsible for workforce
performance: organizations line managers. Specifically, the next three key
lessons investigate the importance of manageremployee interaction, the
formal performance review, and informal performance feedback to employee
performance.

Organizational Factors
Organization
The Performance
Management System
Ensure employee
understanding of
performance standards.
Create performance
standards that are perceived
as fair and linked to
organizational success
and strategy.
Provide feedback to
employees from multiple
sources (e.g., 360-degree
reviews).
Performance
Culture
Encourage, yet manage, risk

taking.
Institutionalize the free flow
of information, innovation,
openness, and flexibility.
Differentially treating strong
and weak performers is vital,
but its ultimate impact on
employee performance is
limited.
Understanding, connection,
and fairness are more
important than system design
and structure.
22b
23a
The third key lesson centers on the importance of the manageremployee
relationship. Specifically, it discusses the sizeable impact that managers can
have on employee performance by providing tangible solutions to day-today challenges at work.

23b
24a
Role of the Manager

This lesson explores a number of important questions on the role of the
manager in driving performance: How important is it to performance that
the manager be inspiring or listen carefully to others views? Are managers
more successful at improving individual performance if they are hands-on
or hands-off? Of all the various resources and information available, which
should managers provide to employees to promote high performance?
Listed below are the 18 characteristics of manageremployee interaction
included in the survey as potential drivers of high performance. Definitions
for each characteristic are listed in the second column of the table. The list
includes the most important elements of the many competing roles managers
may play in their day-to-day interactions with employees, from manager as
supporter and encourager, to manager as solutions provider, to manager as
manager.
Manager as Supporter and Encourager: Items in this category include
encouraging employees to be positive and enthusiastic about work,
expressing confidence in employees ability to do a job, inspiring others,
persuading and encouraging others to move in a desired direction,
recognizing and rewarding achievement, and listening carefully to views and
opinions.
Manager as Solutions Provider: Items in this category include breaking

down projects, clearly communicating expectations, creating work plans,
helping teams get started on new projects, and translating long-term goals
into step-by-step plans.
Manager as Manager: Items in this category include holding people
accountable, measuring performance and results, and changing the scope
of projects and assignments.
The next three pages take a closer look at each of these 18 manager
characteristics in order to identify the set of managerial qualities that are
most important for driving performance.

Manager Characteristics
Definition
Breaks down projects into manageable components
How strong or weak employees believe their manager is in breaking down a project into manageable components
Clearly communicates expectations
How strong or weak employees believe their manager is in clearly communicating expectations overall and in regard to specific
work or assignments
Creates work plans and timetables
How strong or weak employees believe their manager is in creating work plans and timetables
Diffuses unhealthy rivalries or competition among

team members
How strong or weak employees believe their manager is in diffusing unhealthy rivalries or competition between team members
Encourages employees to be positive and

enthusiastic about work
Whether employees believe that their manager encourages them to be positive and enthusiastic about their job and the
organization
Expresses confidence in employees ability to do job
Whether employees agree that their manager expresses confidence in their ability to do their job successfully
Helps team get started on a new project
How strong or weak employees believe their manager is in helping a team get started on a new project
Helps attain needed information, resources, and

technology
Employee perception of whether their manager helps them attain the information, resources, and technology they need to do
their job successfully
Helps find solutions to problems at work
Whether employees agree that their manager helps find solutions to problems at work
Holds people accountable
How strong or weak employees believe their manager is in holding people accountable
Identifies or removes unnecessary barriers at work

(such as unnecessary rules or regulations)
How strong or weak employees believe their manager is in identifying or removing unnecessary barriers at work (such as
unnecessary rules or regulations)
Inspires others
How strong or weak employees believe their manager is in inspiring others
Listens carefully to views and opinions
Whether employees feel that their manager listens carefully to their views and opinions on work issues
Measures performance and results
How strong or weak employees believe their manager is in measuring performance and results
Persuades and encourages others to move in a

desired direction
How strong or weak employees believe their manager is in persuading and encouraging others to move in a desired direction
Recognizes and rewards achievement
How strong or weak employees believe their manager is in rewarding and recognizing achievement
Translates long-term goals into step-by-step plans
How strong or weak employees believe their manager is in translating a long-term goal or objective into a step-by-step plan
Makes frequent changes to projects and assignments
Employee indications of how often their manager makes a fundamental change to their work projects or assignments in
response to unforeseen developments or events
24b
25a
Manager: A Critical Factor in Employee Performance

Included in the graphic below are the 18 manager characteristics listed
from left to right in decreasing order of their predicted impact on employee
performance. As shown below, some manager characteristics have a much
greater impact on employee performance than do others, and one of the
studied characteristics has a negative impact. Due to this wide variation
in impact, it is critical for organizations to be aware both of performance
drivers and performance killers, and assess the presence of those behaviors
in their current and future managers. Within the data presented below are
three important implications for understanding the role of the manager as a
driver of workforce performance.
Manager as Solutions Enabler: The following six B-level strategies all

have a sizeable impact on individual performance: helping find solutions
to problems at work, helping attain needed information, resources and
technology, breaking down projects, translating long-term goals, clearly
communicating expectations, and helping a team get started with a new
project. It is noteworthy that all six of these activities center around
managers providing employees with specific, tangible answers and assistance
to help them do their day-to-day jobs. In other words, of all the activities
that managers could focus on, providing day-to-day solutions for employees
is what most drives performance.
Nearly All Manager Activities Impact Performance: Despite the variation

in impact from the items listed on the far left to the item listed on the far
right of the graph, nearly everything the manager does affects performance
in some way. In fact, all but one of the 18 manager characteristics or
behaviors improves individual performance. However, although there
are numerous ways for managers to drive performance, no single activity
belongs on the list of A-level performance strategies. Managers clearly have
the power to improve the performance of their direct reports; however, no
one manager activity stands out as one of the most important drivers of
employee performance.
Frequent Changes to ProjectsA Performance Killer: Third, as shown on

the far right side of the graph, managers can also destroy performance. In
fact, managers who make frequent changes to their employees projects and
assignments can reduce performance by up to 22 percent. This is one of the
levers that clearly falls on the D-list of performance drivers.
With an understanding of both the positive and negative impact that
managers actions can have on employee performance, the next goal is to
understand why. What employee attitudes can managers impact, and how
do shifts in those attitudes ultimately affect performance? The next page
investigates two important manager-led strategies in more detail: helping
employees find solutions to problems at work and recognizing and rewarding
achievement.
Performance Drivers: ManagerEmployee Interaction
Performance-Driving Management Means

Providing Solutions and Required Resources
Maximum Impact of ManagerEmployee Interaction on Performance*
30.0
23.7
19.2
18.5
16.7
16.2
Change in
Performance
11.9
7.3
6.8
6.8
6.7
6.1
5.7
5.6
5.6
5.3
4.6
4.4
Makes
Frequent
Changes to
Projects and
Assignments
0.0
(30.0)
Helps Find
Solutions
to
Problems
at Work
Breaks
Down
Projects into
Manageable
Components
Helps Attain
Needed
Information,
Resources,
and
Technology
Clearly
Communicates
Expectations
Translates
Long-Term
Goals into
Step-byStep Plans
Helps
Team Get
Started
on New
Projects
Creates
Clear Work
Plans and
Timetables
Encourages
Employees
to Be
Positive and
Enthusiastic
About Work
Identifies/
Removes
Unnecessary
Barriers
Holds
People
Accountable
Persuades and
Encourages
Others to
Move in
a Desired
Direction
Measures
Performance
and Results
Listens
Carefully
to Views
and
Opinions
Diffuses
Unhealthy
Rivalries and
Competition
Inspires
Others
Recognizes
and Rewards
Achievement
Expresses
Confidence
in Ability to
Do the Job
(27.8)

A-Level
B -Level
C-Level
D-Level
25.0
10.0 to 24.9
0.0 to 9.9
<0.0

Management Survey.
25b
26a

Despite widespread agreement on the importance of the manager to
employee performance, there is a lack of hard data and quantifiable measures
explaining the difference between managers who excel and those who
struggle with certain manager activities. On the page below, the Council
presents a first step in understanding the true impact that some managers
can have on an organizations workforce. The graphic illustrates the potential
impact of a manager who helps employees find solutions to problems at work
and one who excels at recognizing and rewarding achievement.
Importance of Helping Employees Find Solutions: Helping find solutions
to employees problems at work has a sizeable impact on several highperformance attitudes. Specifically, employees whose managers provide
solutions to work problems put nearly 22 percent more effort into their
job, are nearly 43 percent more committed to the organization and feel
39 percent more closely matched with their jobs than do employees who have
no manager assistance in solving day-to-day problems at work. Moreover,
helping employees find solutions to problems at work has a direct positive
impact of over 17 percent. Combining these indirect and direct effects results
in a total impact of nearly 24 percent.
A Smaller Impact on Performance from Recognizing and Rewarding

Achievement: Recognizing and rewarding employees for their achievements
also has a positive impact on performance. In fact, it leads to increases in
discretionary effort of 19 percent, increases in organizational commitment
of nearly 36 percent, and increases in match with job of 35 percent. However,
because recognizing and rewarding achievement does not provide employees
with job-relevant information, experiences, or resources, it does not have
a direct impact on performance. That said, due to its sizeable impact
on employee attitudes, recognizing and rewarding achievement boosts
individual performance by over 4 percent.
In both cases, managers who excel at these two activities have employees
who are significantly more committed, who try harder, and who feel that
they are in the right job. However, the two activities differ significantly in
their total impact on individual performance. Finding solutions directly
impacts performance. The second activityrecognizing and rewarding
achievementimpacts employee performance through attitudes alone.
Although both positively impact individual performance, helping find
solutions has a much larger positive effect due to its direct effect on the
challenges that employees confront day-to-day.
A Closer Look at ManagerEmployee Interaction
The Power of Immediate Impact

Manager Helping to Find Solutions to
Problems at Work: Impact on Performance*
Manager Recognizing and Rewarding

Achievement: Impact on Performance*
Helping Find Solutions

to Problems at Work
Recognizing and Rewarding

Achievement
Commitment (42.9%)
Commitment (35.9%)
No Direct Impact
Indirect:
+ Direct:
= Total:
Increases
by 23.7%
* The total impact of a strategy on employee performance is a weighted sum of the strategys direct and indirect
effects. Each direct and indirect effect is weighted differently, which is why the direct and indirect effects do
not sum to the total impact. Percentages next to employee attitudes denote the maximum percentage change
produced by each strategy, expressed as a percentage of the total possible change.
Increases
by 4.4%
26b
27a

The fourth key lesson addresses the impact of the formal review on
individual performance and the importance of maintaining a balance
between praise and critique.

27b
28a
The Delicate Balance Between Praise and Critique

Lesson three examined the role of the manager in general. This lesson
focuses on the core manager event within traditional performance
management systems: the formal performance review. Throughout this
study, the term formal review refers to the formal meetings between
managers and employees that usually occur once or more per year and are
used to document and discuss each employees performance level.
Listed below are a number of activities that managers engage in as part
of the formal review process. Of course, there is a natural limit to the
number of things managers can emphasize during the formal review and
frequently they must make choices about how to allocate their time during
the discussion. Some managers may choose to focus more on an employees
performance or personality strengths while others may concentrate on
performance or personality weaknesses. Some managers place greater
emphasis on promotions and bonuses rather than skill development or
long-term career prospects with the organization. The important question,
however, is what sort of impact do these choices have on the performance of
their direct reports? What does an ideal performance review discussion
one that drives employee performance to the next levellook like?
Across the next three pages, these questions are examined in greater
detail, with the goal of further expanding the list of critical manager-led
performance drivers.

Formal Review Characteristic
Definition
Emphasis on performance strengths
Amount of emphasis employees believe their manager placed on performance strengths in

their last formal performance review
Emphasis on performance
weaknesses
Amount of emphasis employees believe their manager placed on performance weaknesses

in their last formal performance review
Emphasis on personality strengths
Amount of emphasis employees believe their manager placed on personality strengths in

Emphasis on personality weaknesses
Amount of emphasis employees believe their manager placed on personality weaknesses in

Emphasis on skills and behaviors

needed in the future
Amount of emphasis employees believe their manager placed on skills and behaviors they
need to develop in the future in their last formal performance review
Emphasis on specific outcomes of

formal performance review (e.g.,
promotions, raises, or bonuses)
Amount of emphasis employees believe their manager placed on specific outcomes

(e.g., promotions, raises, bonuses) in their last formal performance review
Emphasis on specific suggestions for

doing the job better
Amount of emphasis employees believe their manager placed on specific suggestions for
doing their job better in their last formal performance review
Emphasis on long-term career

prospects within the organization
Amount of emphasis employees believe their manager placed on their long-term career
prospects within the organization in their last formal performance review
28b
29a
Impact of Formal Performance Review

Focus on the Positive: As shown by the height of the bar on the far lefthand side of the graphic, emphasizing the positive in performance reviews
can have a substantial impact on employee performance. In fact, emphasis
on performance strengths in formal reviews, with a possible impact of more
than 36 percent, clearly falls onto the list of A-level performance strategies.
The second bar on the graphicemphasis on personality strengthsalso
has a positive impact on individual performance, but to a lesser extent than
emphasis on performance strengths does.
Emphasis on WeaknessesA Performance Killer: Finally, as shown on

the far right of the graph, emphasis on certain things in the formal review
can damage employee performance. Specifically, emphasis on performance
weaknessesto the exclusion of other types of feedbackreduces
performance substantially. These findings suggest the importance of
educating line managers on the possible side effects of providing tough
feedback and the need to accompany any negative feedback with specific
suggestions for doing the job better.
Being Specific and Targeted Also a Key Driver: While the impact is slightly
less than for emphasizing strengths, being specific with employees on the
outcomes of the formal performance review (e.g., promotions, raises, or
bonuses) also has a positive impact on performance of 6.6 percent.
These findings offer insight into what managers should emphasize and avoid
during formal review discussions with employees. Constructive comments
on skills in need of development and specific suggestions for doing the job
better are clearly very valuable, but are dwarfed by two extremes on the
skyline: emphasizing the positive and emphasizing the negative. The next
page offers further detail to explain the sizeable gap in performance impact
between these two items.
Emphasize the Future: The middle of the graph also reveals the importance
of emphasizing employees long-term career prospects during formal
reviews. The sizeable impact on performance from communicating with
employees about their long-term potential within the organization suggests
that the traditional view of the labor marketone in which employees spend
their career at only one or two organizationsmay not be as outdated as
previously believed.
Performance Drivers: Formal Performance Review
Emphasizing the Positive Drives High Performance

Maximum Impact of Formal Performance Review on Employee Performance*
40.0
36.4
21.3
Emphasis on
Performance
Weaknesses
9.1
Change in 0.0
Performance
6.6
Emphasis
on Specific
Outcomes of
Formal Review
Emphasis on
Performance
Strengths
Emphasis on
Personality
Strengths
Emphasis on
Specific Suggestions
for Doing the
Job Better
5.3
4.2
Emphasis
on Skills and
Behaviors
Needed in
the Future
Emphasis on
Personality
Weaknesses
(5.5)
Emphasis on
Long-Term
Career Prospects
(26.8)
(40.0)

A-Level
B -Level
C-Level
D-Level
25.0
10.0 to 24.9
0.0 to 9.9
<0.0

Management Survey.
29b
30a

The page below explains why emphasizing performance strengths drives
such substantial improvements in employee performance while emphasizing
performance weaknesses leads to a significant decrease in performance.
Emphasizing Performance Strengths: Employees whose managers
emphasize performance strengths during formal reviews are willing
to extend higher levels of discretionary effort to their work, are more
committed to their organization, feel well matched with their job, and
believe that they have the necessary resources to do their job. In other words,
by emphasizing the positive, managers are more likely to have employees
who try harder, are more committed to the organization, and feel more
comfortable with their work.
Emphasizing Performance Weaknesses: As demonstrated in the graphic

on the right-hand side of the page, there are few benefits to focusing on
the negative during performance reviews. In fact, emphasis on the negative
reduces the presence a number of key attitudes. Managers who emphasize
performance weaknesses are more likely to have employees who feel they
are not in the right job and who put less effort into their work. Emphasizing
weaknesses also results in a sizeable direct and negative direct impact on
performance. In fact, out of all of the factors examined in the research,
emphasizing performance weaknesses has the second largest negative impact
on performance.
The primary lesson from this section is a note of caution. It is critical for
organizations to be clear with managers about how to conduct formal
reviews with their employees. While presenting employees with specific
suggestions for doing their job better is an important driver of performance,
giving predominantly tough or negative feedback, absent specific
suggestions for improving performance, can ultimately undermine the goal
of the formal review and lead to a drop in employee performance.
A Closer Look at Formal Performance Reviews
Why Going Positive Works
Indirect:
+ Direct:
= Total:
Emphasizing Performance Strengths:

Emphasizing Performance Weaknesses:

Emphasizing Performance
Strengths
Emphasizing Performance
Weaknesses
Commitment (21.2%)
Commitment (2.2%)
Increases
by 36.4%
* The total impact of a strategy on employee performance is a weighted sum of the strategys direct and indirect effects.
Each direct and indirect effect is weighted differently, which is why the direct and indirect effects do not sum to the
total impact. Percentages next to employee attitudes denote the maximum percentage change produced by each
strategy, expressed as a percentage of the total possible change.
Decreases
by 26.8%
30b
31a

Lesson five addresses the key role that fair and accurate informal feedback
plays in driving individual performance.

31b
32a
The Primacy of Fairness and Accuracy

Unlike the formal review process, informal feedback is not a calendar-based
event. Instead, informal feedback is given outside of the formal review.
Managers can deliver informal feedback to employees in face-to-face
conversations or anytime through e-mail and voice mail. But how much
value does informal feedback add, beyond that already given through the
formal performance review? Does it improve performance? How important
is the frequency of informal feedback? If informal feedback is provided, what
should the manager say or do to ensure that the feedback has a positive effect
on performance?
The list of informal feedback characteristics that the Council examined

is included below. The Council considered frequency of feedback as well
as the value of proactive feedback volunteered by the manager compared
to feedback that is sought out by the employee. The importance of what is
emphasized during informal feedback was also examined. Finally, method
of delivery, perceived fairness of feedback, and overall manager knowledge
about performance were analyzed.
Beginning with the wide range of possibilities presented on this page, this
lesson reveals how managers can provide informal feedback to maximize

Informal Feedback Characteristic
Definition
Emphasis on amount of effort put into the job
Amount of emphasis employees say their manager places during informal feedback
on the amount of effort they put into their job
Emphasis on performance strengths
Amount of emphasis employees say their manager places on their performance

strengths
Emphasis on performance weaknesses
on their performance weaknesses
Emphasis on personality strengths
on their personality strengths
Emphasis on personality weaknesses
on their personality weaknesses
Emphasis on skills and behaviors needed in the

future
on the skills and behaviors they need to improve in the future
Emphasis on specific suggestions for doing the job

better
on specific suggestions for doing their job better
Fairness and accuracy of informal feedback
Whether employees believe that the informal feedback their manager gives them
about their work performance is fair and accurate
Feedback that helps employees do their jobs better
about their work performance helps them do their job better
Feedback that is detailed and specific
about their work performance is detailed and specific
Immediate versus delayed feedback
Employee reports of about how often their manager gives them informal feedback
about their work performance
Manager likelihood to volunteer informal feedback
Whether employees need to ask their manager for informal feedback about their
work performance in order to receive it
Method of delivering informal feedback:

face-to-face
Whether managers usually deliver informal feedback in face-to-face conversations
Manager knowledgeable about employee performance How much employees think their manager knows about their level of performance
32b
33a
Impact of Informal Performance Feedback

Outlined below are all of the elements of informal feedback examined in the
research. They are presented from left to right in decreasing order of impact
on individual performance. As shown by the wide variation in the height of
the bars, the type of informal feedback managers choose to deliver can have
a significant impact on whether or not the feedback successfully improves an
employees performance. A few notable findings are evident:
Fairness and AccuracyThe Single Largest Driver of Performance: On
the left-hand side of the graph, fairness and accuracy stands out as the
most important characteristic of informal feedback. Not only does fairness
and accuracy fall within the list of A-level performance strategies, but it is
also the single most important driver of performance across all 106 factors
examined in this study. This suggests that there is significant potential
to improve individual performance simply by selecting and rewarding
managers who deliver fair and accurate feedback. In fact, employees who
receive fair and accurate feedback from their managers perform nearly 40
percent better than do employees who do not feel that the feedback they
receive is fair or accurate. Moreover, it is notable that the single largest
performance driver is related to informal, rather than formal feedback and is
conducted at the manager level rather than the organizational level.
Knowledgeable, Job-Focused Feedback Drives Performance: The two bars
immediately to the right of fairness and accuracymanager knowledge
about performance and feedback that helps employees do their jobs
betteralso have a high impact. Both of these items are within the A-list of
performance strategies and improve individual performance by more than
25 percent. This finding suggests the importance of credibility and trust
within the manageremployee relationship; employees expect managers to
be prepared and knowledgeable on employee performance before providing
feedback.
Emphasis on Weaknesses: On the right-hand side of the graph, another

consistent theme is observed. Emphasis solely on the negative in informal
feedback not only does not improve individual performance, but decreases it.
These findings provide a detailed outline of what managers should and
should not do when giving informal performance feedback. The large
number of A-level and B-level strategies on this page emphasize the critical
role that informal feedback can play in improving individual performance.
Due to the significant value gained from informal feedback, organizations
may wish to assess the type of informal feedback currently being delivered to
ensure that line managers are focusing on those areas most likely to improve
the performance of their direct reports.
The next page offers further detail to explain the sizeable gap in performance
impact between two characteristics of informal feedbackfairness and
accuracy of feedback and specific feedback that helps employees do their job
better.
Performance Drivers: Informal Performance Feedback
Fair and Accurate Informal Feedback Drives Performance

Maximum Impact of Informal Performance Feedback on Employee Performance*
50.0
39.1
30.3
25.8
22.3
Emphasis on
Performance
Weaknesses
14.7
Change in
Performance
10.6
10.0
6.7
3.1
Fairness
and
Accuracy
(30.0)
Manager
Likelihood
to Volunteer
Informal
Feedback
Feedback
That Helps
Employees
Do Jobs
Better
Manager
Knowledgeable
About
Employee
Performance
Emphasis on
Personality
Strengths
Immediate
Versus
Delayed
Feedback
Detailed
and
Specific
Feedback
1.2
1.1
Emphasis
on Specific
Suggestions
for Doing
the Job
Emphasis
on Amount
of Effort
Put into
the Job
0.2
Emphasis on
Personality
Weaknesses
0.0
Emphasis
on Skills to
Develop in
the Future
Method of
Delivering
Informal
Feedback:
Face-to-Face
(3.2)
(10.9)
Emphasis on
Performance
Strengths

A-Level
B -Level
C-Level
D-Level
25.0
10.0 to 24.9
0.0 to 9.9
<0.0

Management Survey.
33b
34a

The page below provides further detail on two A-level strategies within the
informal feedback category.
The Benefits of Giving Fair and Accurate Feedback: The single
largest driver of individual performancegiving fair and accurate
informal feedbackalso has a substantial positive impact on three key
high-performance attitudes. As illustrated below, increasing employees
perceptions that the feedback they receive is both fair and accurate can
substantially boost the amount of effort they put into their job, their
commitment to the organization, and their belief that they are well matched
with their job.
Importance of Job-Relevant Feedback: The graphic on the right-hand

side of the page discusses the impact of providing employees with specific
feedback that helps them do their jobs better. As shown below, employees
who receive job-relevant feedback from their managers work nearly
22 percent harder, are 39 percent more committed to the organization, and
are 42 percent more likely to feel that they are in the right job than their
peers who do not receive the same type of job-relevant feedback.
A Closer Look at Informal Performance Feedback
Tell Me How Im Doing

Why Fair, Accurate, Job-Relevant Feedback Works
Indirect:
+ Direct:
= Total:
Fair and Accurate Feedback:

Feedback That Helps Employees Do

Their Jobs Better: Impact on Performance*
Being Fair and Accurate

in Giving Feedback
Giving Informal Feedback That Helps

Employees Do Their Job Better
Commitment (40.0%)
Commitment (39.2%)
Increases
by 39.1%
* The total impact of a strategy on employee performance is a weighted sum of the strategys direct and indirect effects. Each
direct and indirect effect is weighted differently, which is why the direct and indirect effects do not sum to the total impact.
Percentages next to employee attitudes denote the maximum percentage change produced by each strategy, expressed as
a percentage of the total possible change.
Increases
by 25.8%
34b
35a
Summary of Manager-Related Factors

Manager-related factors account for four of the nine A-level performance
drivers. By emphasizing performance strengths during formal reviews,
providing fair and accurate informal feedback, being knowledgeable about
employee performance, and providing feedback that helps employees do
their jobs better, managers have the power and opportunity to improve the
performance of their direct reports by more than 25 percent.
It is clear by looking across the last three sections that the manager is truly a
critical player in driving employee performance. The graphic below presents
a summary of the three manager-related factors examined in this study
(manageremployee interaction, formal performance review, and informal
performance feedback) and summarizes exactly which activities managers
should focus on in order of their impact on performance.
ManagerEmployee Interaction: Everything the manager does affects
performance to some extent. However, while most manager-led activities
clearly boost individual performance, others can destroy it. Strategies and
behaviors that directly affect individuals abilities to do their jobs in an
immediate, day-to-day sense have the most impact on performance. On the
other hand, managers can drive down performance of their direct reports
especially if they provide unclear or inconsistent expectations.
Formal ReviewPositive, Specific, and Job-Relevant Feedback: To
achieve the maximum possible positive impact on individual performance
from formal reviews, managers should emphasize the positive aspects of
employee performance and personality. Solid gains in performance can also
be seen from offering specific suggestions for improvement and including
a discussion of the employees long-term career with the organization.
Focusing on the negative, without providing specific suggestions for
improving on performance weaknesses, can decrease performance
significantly.
Informal FeedbackFair, Accurate, and Proactive Feedback Also Critical:

Informal feedback is an incredibly important tool for driving individual
performance. In fact, not only is the number one driver of performance (fair
and accurate feedback) within this category, but also two additional A-level
strategies related to informal feedback (managers knowledgeable about
employees performance and feedback that is focused on helping employees
do their jobs better). While providing fair, accurate, and timely feedback is
certainly critical, it is only a first step on the path to improving employee
performance. Managers must also recognize the importance of providing
this feedback voluntarily, rather than waiting for employees to request it.
Understanding the Role of the Manager: It is critical for organizations
to assist and support their managers in providing employees with the
information, resources, and feedback they require to do their jobs.
Incorporating this understanding of which strategies drive employee
performance into selection and promotion criteria and manager training
programs will ensure that managers recognize the importance of the key
performance strategies and know how to exhibit them well. Across a given
organization, there may be hundreds or thousands of managers, some of
whom are successful at these important activities and others whom are
not. It is by finding ways to ensure that all managers focus on and succeed
at those activities identified as performance drivers that organizations will
begin to see significant positive changes in individual performance across
the entire workforce.

Manager-Related Factors
Manager
ManagerEmployee
Interaction
Managers must help

employees find tangible,
immediate solutions to
specific work challenges to
improve performance.
Managers must provide
needed information,
resources, and technology.
Managers can be
performance killers by
providing employees with
unclear or inconsistent
expectations.
Formal Review
Managers must emphasize

the positive during formal
reviews.
Discussion of performance
weaknesses must be
clearly focused on
for improvement or
development; if not,
emphasizing weaknesses
can dramatically decrease
performance.
Informal Feedback
Fair and accurate informal

feedback on performance
from a knowledgeable
source is the single most
effective performance
management lever available
to the organization.
Feedback should be
immediate, and positive.
Review should also include a

discussion of the employees
long-term career in the
organization.
35b
36a
Day-to-Day Work
Lesson six examines the importance of employees day-to-day work,
revealing that personal connection, rather than incentives, drives high
performance.

36b
37a
Day-to-Day Work: Connection Over Rewards

With a clear understanding of both the organizational and manager-related
factors that impact individual performance, the study now investigates the
role of the individual employee in driving workforce performance. The
discussion begins by focusing on the day-to-day work employees do at
their jobs, specifically the kinds of activities and projects they work on and
whether they enjoy their day-to-day work, understand their role, and believe
they will be rewarded for performing well.
Listed below are the characteristics of employees day-to-day work that

the Council examined in this lesson, including the degree to which work is
challenging, the perceived connection between work and rewards, influence
in selecting projects, whether employees enjoy their projects, and whether
they understand the perceived importance of their projects. The next section
will investigate each of these characteristics in detail, ultimately revealing
which characteristics of employees day-to-day work matter most to
individual performance.
Day-to-Day Work

Day-to-Day Work Characteristic
Definition
Challenge of projects and assignments
Employees perceptions of how challenging their work is
Connection between successful project completion and

incentives such as size of annual merit increase, size of
annual bonus, opportunity for higher performance rating,
opportunity for promotion, and raise in base salary
Whether employees believe that the better their performance, the

more likely they are to receive a larger merit increase, larger annual
bonus, higher performance rating, larger opportunity for promotion,
and larger raise in base salary
Employee influence in selecting projects
Employees reports on how much influence they have in picking which

projects and assignments they work on as part of their day-to-day job
Employees personal enjoyment of their work
Employees indication of whether or not they personally enjoy their job
Employee understanding of connections between

day-to-day work and organizational strategy
Whether employees understand how their work projects or

assignments are connected to their organizations overall strategy
Employee understanding of how to complete projects and

assignments
Whether employees feel like they understand how to successfully

complete their work
Importance of projects to business unit and organization
How important employees believe it is to their business unit and their

organization that they successfully complete their work
Importance of projects and assignments to employees

long-term careers
How important employees believe it is to their long-term careers that

they successfully complete their work
Importance of projects and assignments to employees

personal development
How important employees believe it is to their personal development

that they successfully complete their work
Number of projects and assignments
The number of projects or assignments employees report working on

at any one time
Time to complete projects and assignments
The amount of time employees need to complete each project or

assignment that they are asked to work on
37b
38a
Performance Impact of Work Characteristics

Presented below are the 15 day-to-day work factors grouped into four
categories: personal connection, organizational connection, incentives, and
work characteristics. The categories are listed from left to right in order of
impact on performance.
Personal Connection Drives Performance: Personal connectionincluding
employees understanding of how to complete their projects, personal
enjoyment of their work, and influence in selecting projectsrepresents the
day-to-day work category with the single greatest impact on performance.
In other words, employees perform better if they understand how to do their
work, feel that it is connected to their personal development, and enjoy it.
Connection to Something Larger Also Important: Employees who
feel connected to the organization and feel that they can advance within
it outperform those who do not. Organizational connectionincluding
connections between employees work and organizational strategy and the
importance of employees projects to the business unit and organization
is the category with the second largest impact on individual performance.
Incentives and Basic Nature of Work Have Less Impact: Incentives and
the basic characteristics of employees work, such as number of projects,
have significantly less impact. While the prospect of financial rewards
for performance does positively impact performance, the effect of any
one of these activities in isolation is relatively small. Raises, bonuses, and
promotions contribute to overall performance improvements, but on
their own, are not the activities that lead to a significant positive change in
performance. It is certainly possible to pay employees to perform better, but
the impact is limited and much smaller than ensuring that they understand,
enjoy, and believe in what they are doing.
No Day-to-Day Work Factor Qualifies as an A-Level Driver: It is clear that

none of the day-to-day work factors fall among the A-level performance
strategies, and only four can be included on the list of B-level items.
Furthermore, those four B-level items are all found within the personal
connection category: employee understanding of how to complete projects
and assignments, employees enjoyment of their work, employee influence in
selecting their projects, and the degree to which their work is challenging.
An important lesson emerges in comparing the findings presented on this
page. Specifically, financial rewards do drive key attitudes, and ultimately
affect performance, but they simply cannot substitute for a personal
connection and appreciation of ones work and a belief that it makes a
difference to the organization. Therefore, while offering the right financial
incentives may be critical to attracting and retaining employees, its power to
make an employee better at his or her job is limited.
The following page explains in further detail the importance of ensuring
that employees feel personally connected to their day-to-day work.
Specifically, it examines the impact of employee understanding of how to
complete their projects and assignments and enjoyment of their work on
performance and several high-performance attitudes.
Performance Drivers: Day-to-Day Work
Incentives Drive Performance, but Connection Matters More

Maximum Impact of Work Characteristics on Employee Performance*
Organizational
Connection
Mean = 7.4
Personal Connection
Mean = 11.2
Work
Characteristics
Mean = 0.0
Incentives
Mean = 3.5
High 20.0
13.2
13.1
12.5
11.1
Change in
Performance
9.0
10.0
8.3
8.0
6.4
4.2
4.1
3.8
3.6
2.0
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A-Level
B -Level
C-Level
D-Level
25.0
10.0 to 24.9
0.0 to 9.9
<0.0

Management Survey.
38b
39a

The page below compares two important items within the day-to-day work
category: understanding how to complete projects and assignments and
enjoyment of work.
Understanding How to Complete Projects and Assignments: As illustrated
below, employees who understand how to complete their projects and
assignments put more effort into their job, are more committed to the
organization, and feel more closely matched to their jobs than do their peers
who do not have the same level of understanding. In addition to its impact
on these high-performance attitudes, increasing employees understanding
of how to complete their projects has a direct effect on performance, leading
to a sizeable performance improvement of up to 13 percent.
Employees Enjoyment of Their Work: Similarly, employees enjoyment

of their work has tremendous positive impact on discretionary effort,
commitment, and in particular match with job. Specifically, by more closely
matching employees with the types of projects and assignments on which
they personally enjoy working, organizations can observe a 37 percent
increase in employees discretionary effort and a 57 percent increase in their
commitment to the organization. Moreover, the more employees enjoy what
they are doing day-to-day, the more they believe they are in the right job for
them. In the end, however, enjoying ones work does not have a direct impact
on performance, because it does not give employees the necessary resources,
information, or experiences to do their jobs better. Nevertheless, because of
the significant attitudinal improvements, the total impact on performance
makes this one of the B-level strategies.
Not only does employees day-to-day work positively impact performance,
but it also serves as a powerful recruiting and retention tool. Organizations
that carefully consider employees strengths, skills, and personal interests
during staffing and project assignment decisions will benefit from increased
effort levels and organizational commitment. The importance of employees
day-to-day work to attitudes of high performance is further emphasized
by contrasting it to the impact from financial rewards, as presented on the
following page.
A Closer Look at Day-to-Day Work
Understanding and Enjoyment

Understanding and Enjoyment Drive Performance and Attitudes
Indirect:
+ Direct:
= Total:
Understand How to Complete Projects

and Assignments: Impact on Performance*
Employees Enjoyment of Their Work:

Understand How to Complete

Projects and Assignments
Employees Enjoyment
of Their Work
Commitment (35.6%)
Commitment (57.4%)
No Direct Impact
Increases
by 13.2%
strategy, expressed as a percentage of the total possible change.
Increases
by 13.1%
39b
40a
Pay for Retention, Not Performance

The Councils research on financial incentives suggests that incentives are
more likely to attract and retain employees than drive performance. In fact,
as shown below, increases in base salary, merit increase, and annual bonus
heighten employees intention to stay with the organization by approximately
19 percent. As shown on the right-hand side of the page, employee
perceptions that their bonus will be closely tied to their performance
level also increase the key attitudes of discretionary effort, organizational
commitment, and match with job.
However, employee perceptions of a link between their performance and the

size of their bonus does not have a direct impact on employee performance.
As a result, despite the positive impact that a clear link between performance
ratings and size of bonus can have on a number of key attitudes, the lack of
a direct impact on performance results in an overall increase in employee
performance levels of just 2 percent. Although there are obvious reasons
to offer financial rewards to employees, as illustrated by the positive
impact they have on attraction and retention, financial rewards only affect
performance indirectly and do not improve employees abilities to do their
day-to-day jobs.
A Closer Look at Day-to-Day Work
Driving Retention Versus Performance

Financial Incentives Drive Retention, but Have Less Impact on Performance
Importance Score of
Job Offer Attribute Categories
Impact of Financial
Incentives on Retention
7.00
Importance
Score
Incentive
4.30
3.85
3.57
3.46
3.50
Perceived RewardSize of Bonus:

Perceived Reward
Size of Bonus
Impact
on Intent
to Stay
Increase in
Base Salary
19.1%
Merit Increase
18.9%
Annual Bonus
19.1%
Indirect: Discretionary Effort (4.9%)

Commitment (18.1%)
+ Direct: No Direct Impact
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* The total impact of a strategy on employee performance is a weighted sum of the strategys direct and indirect
effects. Each direct and indirect effect is weighted differently, which is why the direct and indirect effects do
not sum to the total impact. Percentages next to employee attitudes denote the maximum percentage change
produced by each strategy, expressed as a percentage of the total possible change.
Source: CLC Solutions Employee Preferences Database;

Corporate Leadership Council research.
40b
41a
Job Opportunities
The final lesson of this chapter discusses the value of on-the-job
development and training. High-profile development opportunities that
match employees interests and skills have the most sizeable impact on
performance.

41b
42a
Understanding the Value of On-the-Job Development and Training

Organizations currently devote significant resources to training and
development programs without a complete understanding of how effective
they actually are. Does training improve performance? If so, how? Does
performance improve most through on-the-job development opportunities
or formal training classes? Should training be tailored toward specific
functions or is general training just as effective?
Listed below are the on-the-job development and training opportunities
included in the survey as a first step toward answering these questions. These
activities represent many of the most common approaches to employee
development. The Council also added a few items beyond the traditional
scope of development and training, including opportunities to work for
a strong executive team, work on things you do best, and work with a
diverse group of people. The Council hypothesized that some or all of these
additional items may be critical drivers of individual performance.
For the purposes of this study, on-the-job development opportunities

were defined as those focused on enabling on-the-job learning and new
experiences. Function-specific training was defined as job-relevant
training provided to select functions within an organization (e.g., IT
training for IT employees). General training was defined as traditional
curriculum-based instruction provided to employees across the entire
organization (e.g., diversity training or new employee orientation). The
survey included questions on 15 on-the-job development opportunities,
five function-specific training opportunities, and eight general training
opportunities.
Job Opportunities

Job Opportunity
Opportunity to spend time with a professional coach

Opportunity to do challenging and leading-edge work
Opportunity to experiment and take risks
Opportunity to have significant accountability and responsibility
Opportunity to help launch a new business, initiative, or
program
Opportunity to help turn around struggling business or project
Opportunity to work with a mentor
Opportunity to be promoted
Opportunity to work for strong senior executive team
Opportunity to work in a different country
Opportunity to work in a variety of jobs/roles
Opportunity to work in new business units
Opportunity to work in new functional areas
Opportunity to work on the things you do best
Opportunity to work with a diverse group of people
Training effectiveness
Business training
Diversity training
IT training
Leadership training
New employee orientation
People management training
Process management training
New product training
Quality control training
Sales training
Technical training
Definition
Whether employees have a professional, paid consultant from outside their firm who speaks with them about their job and career
Amount of time those with a professional coach spend with this person each month discussing their job and career
Amount of opportunity employees say they have to do challenging and leading-edge work
Amount of opportunity employees say they have to experiment and take risks
Amount of opportunity employees say they have to have significant accountability and responsibility
Amount of opportunity employees say they have to help launch a new business, initiative, or program
Amount of opportunity employees say they have to help turn around a struggling business or project
Whether employees say they have someone in their organization to whom they go for advice about their job and career
Amount of time they spend with this person each month discussing their job and career
Amount of opportunity employees say they have to be promoted with the organization
Amount of opportunity employees say they have to work for a strong executive team
Amount of opportunity employees say they have to work in countries they havent worked in before
Amount of opportunity employees say they have to work in a variety of jobs and roles
Amount of opportunity employees say they have to work in new business units or divisions
Amount of opportunity employees say they have to work in new functional areas (such as marketing or finance)
Amount of opportunity employees say they have to work on the things they do best
Amount of opportunity employees say they have to work with a diverse group of people
Whether employees believe their training to be effective (i.e., improved skills and abilities, advanced career, held accountable)
Whether employees in business functions have received business training since joining the organization
Whether employees have received diversity training since joining the organization
Whether employees in IT functions have received IT training
Whether employees have received leadership training
Whether employees have received new employee orientation
Whether employees have received people management training
Whether employees have received process management training
Whether employees have received new product training
Whether employees have received quality control training
Whether employees in sales functions have received sales training
Whether employees have received technical training
42b
43a
Job Opportunities: High Profile, Good Fit

Exhibited below are the 27 job opportunities and training activities
examined in the research. The items are grouped into three broad categories:
on-the-job development opportunities, function-specific training, and
general training. Within each category, the items are listed in decreasing
order of impact from left to right.
What I Do Best with a Strong Team: The five on-the-job development
opportunities with the greatest impact on individual performance are
opportunities to:
work on things you do best
work for a strong senior executive team
help launch a new business, initiative, or program
turn around a struggling business or project
have significant responsibility and accountability
Although the first two (work on things you do best and work for a strong
executive team) are not necessarily thought of as part of the traditional
performance management system, they both belong within the list of A-level
items and can positively impact individual performance by more than 25
percent. Providing employees with additional opportunities to work on the
things they do best and to work with a strong executive team contributes
more than any other on-the-job development or training opportunities to
an organizations goal of improving performance.
High-Profile Opportunities Also Important: Opportunities to launch
a new business, turn around a struggling business, and have significant
responsibility and accountability all improve individual performance and
are within the Councils list of B-level strategies. In fact, this is one of just
two areas in the study where the Council identified such a large number of
strategies that can lead to a performance improvement of over 20 percent.
The sizeable number of on-the-job development opportunities falling within
the A-level and B-level items strongly indicates that on-the-job development
makes an important difference in the performance of the workforce and
should be considered a critical part of any performance management
strategy.
In devising a development program designed to improve individual

performance, organizations should focus their investments on those
opportunities that contain high-profile work matched to employees strengths
and providing opportunities to develop new skills.
Training Has Less Impact: At the category level, training has less of an overall
impact on performance than do on-the-job opportunities. That said, some
significant lessons become clear through a closer look at each of the two
training categories:
Function-Specific Training Can Sometimes Drive Performance: In the
category labeled function-specific training, the Council assesses the impact
that function-specific training has on employee performance. As shown below,
IT training may increase the performance of IT employees by up to 13 percent.
In addition, accounting and finance employees who receive training in
accounting and finance outperform their peers who do not receive it by almost
8 percent. However, other function-specific training programs (customer
service, quality control, and sales training) show little impact on individual
performance and generally fall short of statistical significance, meaning that
employees receiving such training do not significantly outperform their peers
who are not trained. This suggests that there are other factors, besides training,
that explain the relative performance of the sales or customer services staff.
General Training Only When Effective: Overall, training that is more general
and less focused on a specific functional area does little to improve individual
performance. Moreover, as shown on right side of the graphic, the effectiveness
of the course might well be more important than the content. In fact,
employees who report that training was effective (i.e., improved their skills
and abilities, helped them perform better in their job, and helped advance
their career) outperform their peers by as much as 10 percent. These findings
suggest that problems with training are associated with ineffective execution,
rather than content of the training course.
The following two pages take a closer look at the relative impact of several
on-the-job development opportunities and training. Specifically, the Council
analyzes in further detail the impact that three important on-the-job
development opportunities (working with a diverse group of people, working
on what you do best, and experimenting and taking risks), general training,
and function-specific training have on several high-performance attitudes.
Performance Drivers: Job Opportunities
High-Profile and Good-Fit Opportunities Work Best

Maximum Impact of Development and Training on Employee Performance*
Function-Specific
Training
On-the-Job Development Opportunities

30.0
General
Training
28.8
25.7
23.8
20.9
18.4
16.7
Change in 15.0
Performance
15.4
13.2
9.5
6.3
7.5
5.6
5.3
5.0
4.9
4.1
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* Each bar presents a statistical estimate of the maximum total impact on employee performance each strategy will produce. The total impact includes the strategys
direct impact on performance as well as any indirect impact it may have through employee attitudes. The maximum total impact is calculated by comparing two
statistical estimates: the predicted performance level for an employee who scores high on the strategy and the predicted performance level for an employee who
scores low on the strategy. The impact of each strategy is modeled separately. A strategy that fails to achieve traditional levels of statistical significance is denoted
with a white bar (t < 2.0). Impact of training courses controls for time spent in training and training effectiveness. Impact of training effectiveness controls for specific
course and time spent in training. Function-specific training is defined as training for functional employees in their functional area (e.g., IT training for IT employees).

A-Level
B -Level
C-Level
D-Level
25.0
10.0 to 24.9
0.0 to 9.9
<0.0

Management Survey.
43b
44a
Indirect and Direct Impact of Development Opportunities

The page below explains the impact of three development opportunities: the
opportunity for employees to work with a diverse group of people, work on
what they do best, and experiment and take risks.
Work with a Diverse Group of People: Organizations currently devote
significant time and resources to the important issue of diversity, despite the
difficulty of quantifying the benefits of a diverse organizational culture. The
Councils research serves as an initial step toward the goal of understanding
the value of diversity. As shown below, the benefits of working with a diverse
group of people are clearly demonstrated by examining the impact that
diversity has on a number of high-performance attitudes. Employees who
feel that their companies give them an opportunity to work with a diverse
group of people put 24 percent more effort into their job, are 34 percent
more committed to the organization, and are 32 percent more likely to
feel that the job they have is right for them. Providing employees with
opportunities to work with a diverse group of people also has a small positive
direct effect on performance, leading to an overall boost in performance
of up to 6 percent.
Matching Employees with What They Do Best: The graphic in the center
of the page provides further details on the single biggest performance driver
in this category: providing employees with opportunities to do what they do
best. As shown below, creating opportunities for employees to capitalize on
their strengths increases discretionary effort by nearly 30 percent and drives
organizational commitment by an astonishing 50 percent. Furthermore,
finding opportunities for employees to do what they do best increases
their feeling that they are in the right job by more than 65 percent. These
sizeable positive effects on various high-performance attitudes, coupled
with a substantial direct impact, leads to a total impact on performance of
29 percent.
Experiment and Take Risks: The final item listed belowthe opportunity
to experiment and take risksalso drives a number of critical highperformance attitudes. As presented earlier in the organizational culture
section, not only does providing opportunities for managed risk taking
and experimentation increase employees effort level, commitment to the
organization, and belief that they are well matched with their job, it also has
a notable direct impact on individual performance. Experimentation and
risk taking provide employees with clear opportunities to develop new skills,
leading to a total performance improvement of over 15 percent.
A Closer Look at Job Opportunities
Three Levers, Different Impact
Indirect:
+ Direct:
= Total:
Work with a Diverse Group of People:

Matching Employees with What They

Do Best: Impact on Performance*
Experiment and Take Risks:

Work with a Diverse

Group of People
Matching Employees with

What They Do Best
Experiment and
Take Risks
Commitment (41.3%)
Commitment (49.1%)
Commitment (47.1%)
Increases
by 6.3%
Increases
by 28.8%
Increases
by 15.4%

44b
45a
Indirect and Direct Impact of Training

The page below illustrates in further detail why function-specific training
improves performance more than generalized training.
Process Management Training: As shown below, there are limited positive
effects from general training such as process management courses. Like
many of the other training courses examined in the survey, process
management training marginally improves organizational commitment and
provides employees with resources that they feel are valuable. Such training
has a direct effect on employee performance as well, although the effect is
substantively quite small at 0.2 percent.
Function-Specific IT Training: By comparison, function-specific

IT training (i.e., IT training provided to IT staff) has a much more
significant impact on employee performance. It drives increases in two
high-performance attitudes (organizational commitment and employees
feelings of having the necessary resources). IT training for IT staff also
directly improves performance by 13 percent, indicating that it provides
employees with the skills and information they need to do their job better.
Overall, IT training for IT staff increases individual performance by
13.2 percent and falls onto the list of B-level performance strategies.
The two examples presented below suggest how to best allocate resources
and training dollars to those courses with the potential for the greatest
impact on individual performance. Effective training can have an impact,
albeit small, on individual performance. Training is most effective when it is
job relevant and specifically targeted to certain functions.
A Closer Look at Job Opportunities
The Value of Tailored Training
Indirect:
+ Direct:
= Total:
Process Management Training:

Function-Specific IT Training:
Process Management
Training
Function-Specific
IT Training
Commitment (3.5%)
Commitment (1.6%)
Necessary Resources (1.0%)
Necessary Resources (1.5%)
Increases
by <1.0%
strategy, expressed as a percentage of the total possible change. Function-specific training is defined as training for
functional employees in their functional area (e.g., IT training for IT employees).
Increases
by 13.2%
45b
46a
Summary of Employee-Related Factors

The last two sections demonstrated specific ways in which employees
themselves can improve their performancebalance opportunities to work
on the things they do best, gain visibility, and seek new skills. However,
improving performance requires more than simply providing employees
with certain experiences. Improved performance comes from ensuring that
employees understand the big picture, feel connected to their work and
their organization, and ultimately, enjoy what they are doing day-to-day.
Day-to-Day WorkImportance of Understanding and Enjoyment:
While there are number of different ways to improve performance through
an employees day-to-day work experience, none of the items in this
category fall onto the Councils A or B list. As organizations prioritize their
efforts and resources, it is important to consider that although day-today work certainly has a positive impact on workforce performance, the
impact is significantly less than that achieved through a number of other
manager- and organization-related activities. That said, carefully matching
employees with jobs and taking time to explain to employees how their work
contributes to organizational success and strategy is extremely important in
driving a number of high-performance attitudes, specifically organizational
commitment, discretionary effort, and match with job.
Job Opportunities More Important Than Training : Employees

performance improves most through high-visibility development
opportunities that allow them to work on what they do bestanother reason
for careful selection of employees projects and assignments.
Two of the 15 on-the-job development opportunities examined in
this research fall onto the Councils list of A-level items that improve
performance by more than 25 percent: opportunities to work on things you
do best and work for a strong executive team. The Council found training
courses to be most effective when they are focused on specific functional or
technical needs.

Employee-Related Factors
Employee
Day-to-Day Work
Carefully match employees

with jobs: employees who
understand and enjoy their
work significantly outperform
those who do not.
Take time to explain the
big picture: employees
will perform better if they
understand how their work
contributes to organizational
Job Opportunities
Provide employees with

highly visible opportunities
that leverage their
strengths.
Training should be
functionally relevant and
job specific. General
skills training is much less
effective.
The promise of promotions

and financial rewards drives
employee performance, but
their impact is smaller than
the employees personal
connection to their work.
46b
47a
Chapter III
Building the High-Performance Workforce:
Guidelines for Performance Improvement
47b
48a
A, B, C, and D Drivers
Taken together, the A, B, C, and D performance drivers act as a blueprint for
focusing organizational investments on the strategies that matter most to the
high-performance workforce.
A-Level Performance Strategies (page 48b): The page below provides
the overall list of A-level performance strategies in rank-order by their
impact on individual performance. These nine items result in the largest
improvements in employee performance of all 106 potential performance
strategies examined in the research. Careful selection and implementation of
the right strategies can lead to huge individual performance improvements
of more than 25 percent.
With the exceptions of manager quality and day-to-day work, each of the
seven categories of performance strategies is represented on the list of A-level
strategies, meaning that high performance is about excellence across all
components of the performance management process. Careful and precise
strategy selection, providing fair and accurate informal feedback, creating a
culture of managed risk taking and internal communication, emphasizing
performance strengths, and ensuring that employees understand the
standards upon which they are evaluated should go furthest to improve
B-Level Strategies (page 49b): The inventory of the Councils 22 B-level
performance strategies, in their order of impact, is presented on page 49b.
Each B-level driver can improve performance by between 10 and 25 percent,
providing organizations with another set of tools that have a significant
and positive impact on the performance of the workforce. Like the A-level
performance strategies, the B-level strategies also come from each of the
seven different performance management categories examined in the
research.
C-Level Strategies (page 50b): The C-level performance strategies are

listed on page 50b. The largest of the four groups, the C-level strategies
have a smaller impact on performance, ranging from no impact to
9.9 percent improvement in individual performance. Although the impact
on performance is relatively small, these items have numerous benefits,
including increases in many high-performance attitudes as well as benefits
to areas such as employee retention and recruiting.
D-Level Strategies (page 51b): The seven D-level performance strategies
listed on page 51b were found to decrease employee performance. Given the
potential for lowering employee performance levels, the Council encourages
members to safeguard against these factors. In fact, the items outlined at the
bottom of the listemphasizing performance weaknesses and frequently
changing projects and assignmentscan result in decreases in employee
performance by between 10 and 28 percent.
Building the High-Performance Workforce reveals that the most effective
performance management strategy involves a portfolio of carefully
selected organizational-, managerial-, and individual-level drivers. It is
only through systematic selection across different types of performance
management activities that organizations can be confident that their
selections are powerful drivers of individual, and ultimately, organizational
performance. The Council sincerely hopes that this analysis not only
helps organizations to identify the specific activities that most improve
performance and but also provides some precision and clarity around why
certain strategies are more effective than others.
On the next page, the Council presents a summary of key findings from each
of the seven categories of performance management activities examined in
this study. The Council believes that this list provides organizations with a
detailed blueprint for more effective selection of performance management
strategies in order to produce the greatest impact on the overall performance
of the workforce.
No One Category Drives Performance

A-Level (25 Percent Improvement)* Performance Drivers by Category
In Rank-Order by Impact on Performance
A-Level (High-Impact) Performance Drivers
Attribute Category
1. Fairness and accuracy of informal feedback
Informal Feedback
2. Risk taking
Performance Culture
3. Emphasis (in formal review) on performance strengths Formal Review

4. Employee understanding of performance standards
Performance Management System
5. Internal communication
Performance Culture
6. Manager knowledgeable about performance
Informal Feedback
7. Opportunity to work on the things you do best
Job Opportunities
8. Feedback that helps employees do their jobs better
Informal Feedback
9. Opportunity to work for a strong executive team
Job Opportunities
* A-level is defined as having 25 percent or greater positive impact on performance.
48b
49a
Summary of Performance Drivers

B -Level (10.0 to 24.9 Percent Improvement) Performance Drivers by Category
B-Level Performance Drivers
10. Opportunity to help launch a new business,
initiative, or program
20. Culture of innovation
11. Manager helps find solutions to problems
21. Manager translates long-term goals into step-bystep plans
12. Organizational flexibility
22. Manager clearly communicates expectations
13. Emphasis (in informal feedback) on personality

strengths
23. Opportunity to experiment and take risks
14. Emphasis (in formal reviews) on personality

strengths
15. Opportunity to help turn around struggling
business
16. Manager helps attain information, resources, and
technology
17. Manager breaks down projects into manageable
components
18. Opportunity to have significant responsibility and
accountability
19. Opportunity to do challenging and leading-edge
work
24. Manager likelihood to deliver voluntary informal

feedback
25. Function-specific training: IT
26. Employee understanding of how to complete
projects
27. Employees personal enjoyment of their work
28. Employee influence in selecting projects
29. Helps team get started on a new project
30. Challenge of projects and assignments
31. Level of specificity in informal feedback
49b
50a

C-Level (0.0 to 9.9 Percent Improvement) Performance Drivers by Category
C-Level Performance Drivers
32. Overall effectiveness of training
33. Future orientation
34. Emphasis on specific outcomes of formal performance review (e.g., promotions, raises, or bonuses)
35. Importance of projects and assignment to employees personal development
36. Employee understanding of connection between day-to-day work and organizational strategy
37. Presence of 360-degree reviews
38. Importance of projects to employees long-term careers
39. Coworker involvement
40. Function-specific training: business (e.g., accounting, finance)
41. Manager creates work plans and timetables
42. Coworker cohesion
43. Manager identifies/removes unnecessary barriers at work
44. Manager encourages employees to be positive and enthusiastic about work
45. Manager persuades/encourages others to move in desired direction
46. Immediate versus delayed informal feedback
47. Emphasis (in formal reviews) on specific suggestions for doing the job better
48. Importance of project to business unit and organization
49. Manager holds people accountable
50. Opportunity to work with a diverse group of people
51. Employee accountability for things that matter
52. Manager listens carefully to views and opinions
53. Measures performance and results
54. Inspires others
55. Opportunity to work with a mentor
56. Opportunity to work in new divisions or business units
57. Emphasis (in formal reviews) on skills to develop in the future
58. Diffuses unhealthy rivalries or competition
59. Employee understanding of how system works
60. Opportunity to be promoted within the organization
61. Opportunity to work in a variety of jobs and roles
62. Diffuse decision-making authority
63. Manager expresses confidence in employees ability to do job
64. Link between performance management and organizational strategy
65. Manager recognizes and rewards achievement
66. Emphasis (in formal review) on long-term career prospects

67. Connection between successful project completion and raise in base salary
68. Connection between successful project completion and opportunity for promotion
69. Opportunity to work in new functional areas
70. Connection between successful project completion and opportunity for stock options
71. Connection between successful project completion and size of annual merit increase
72. Extent to which employees receive performance ratings they deserve
73. Fairness of performance standards
74. Connection between successful project completion and opportunity for higher performance rating
75. Emphasis (in informal feedback) on amount of effort put into job
76. Presence of procedures for handling grievances with performance reviews
77. Connection between successful project completion and size of annual bonus
78. People management training (e.g., communication, team building)
79. Performance management system credibility
80. Opportunity to work in a different country
81. Differential treatment of low and high performers
82. Presence of employee development plan
83. Emphasis (in informal feedback) on specific suggestions for doing the job
84. Method of delivering informal feedback: face-to-face
85. Challenge and applicability of development plan
86. Emphasis (in informal feedback) on skills to develop in the future
87. Customer service training
88. Diversity training
89. Leadership training
90. New employee orientation
91. New product training
92. Process management training
93. Quality control training
94. Sales training
95. Technical training
96. Emphasis (in informal feedback) on performance strengths
97. Time to complete projects and assignments
98. Number of projects and assignments
99. Opportunity to spend time with a professional coach
50b
51a

D-Level (<0 Percent Improvement) Performance Drivers by Category
D-Level Performance Drivers
100. Use of rank-ordering
101. Increasing the number of formal reviews received each year
102. Emphasis (in informal feedback) on personality weaknesses
103. Emphasis (formal reviews) on personality weaknesses
104. Emphasis (in informal feedback) on performance weaknesses
105. Emphasis (in formal reviews) on performance weaknesses
106. Manager makes frequent changes to employees projects
51b
52a
Characteristics of the High-Performance Workforce

The Council designed this study as a first step toward addressing the key
challenges that organizations face in successfully improving workforce
performance. Specifically, this research provides organizations with the
quantitative evidence necessary to select, with confidence, from the vast
number of performance management strategies at their disposal.
Having explored seven distinct categories of performance management

strategies in depth, we now conclude with an outline of the most important
characteristics of the high-performance workforce.

Organization
The Performance
Management
System
Ensure employee
understanding
of performance
standards.
Create performance
standards that
are perceived as
fair and linked
to organizational
success and strategy.
Provide feedback
to employees from
multiple sources
(e.g., 360-degree
reviews).
Understanding,
connection, and
fairness are more
important than
system design and
structure.
Performance
Culture
Encourage, yet
manage, risk taking.
Institutionalize
the free flow
of information,
innovation, openness,
and flexibility.
Differentially treating
strong and weak
performers is vital,
but its ultimate
impact on employee
performance is
limited.
Manager
Manager
Employee
Interaction
Managers must
help employees find
tangible, immediate
solutions to specific
work challenges
to improve
performance.
Managers must
provide needed
information,
resources, and
technology.
Managers can be
performance
killers by providing
employees
with unclear
or inconsistent
expectations.
Formal Review
Managers must
emphasize the
positive during
formal reviews.
Discussion of
performance
weaknesses must be
clearly focused on
for improvement
or development; if
not, emphasizing
weaknesses can
dramatically decrease
performance.
Review should also
include a discussion
of the employees
long-term career in
the organization.
Employee
Informal
Feedback
Fair and accurate
informal feedback on
performance from
a knowledgeable
source is the single
most effective
performance
management lever
available to the
organization.
Feedback should be
immediate, and
positive.
Day-to-Day
Work
Carefully match
employees to
jobs: employees
who understand
and enjoy their
work significantly
outperform those
who do not.
Take time to explain
the big picture:
employees will
perform better if they
understand how their
work contributes
to organizational
Job
Opportunities
Provide employees
with highly visible
opportunities that
leverage their
strengths.
Training should
be functionally
relevant and job
specific. General
skills training
is much less
effective.
The promise of
promotions and
financial rewards
drives employee
performance, but the
impact is smaller than
employees personal
connection to their
work.
52b
53a
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54a

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Corporate Leadership Council

Building the High-Performance Workforce

2002 Corporate Executive Board

Corporate Leadership Council

Creative Solutions Group

Senior Publications Specialist

Catalog No.: CLC1V6EMX

Chapter IIIBuilding the High-Performance Workforce: Guidelines for Performance Improvement 47

Letter from the Corporate Leadership Council

Building the High-Performance Workforce: The Study in 10 Conclusions

6. Organizational factorssystems and culturehave a large

Building the High-Performance Workforce

Source: Corporate Leadership Council 2002 Performance Management Survey.

Note on Research Methodology

The Corporate Leadership Councils Performance Management Database:

Interpreting Study Findings

Supplementing the Data in Building the High-Performance Workforce

1. Employees and managers were sampled from a diverse set of

In Search of the High-Performance Organization

As the quotations below suggest, HR executives recognize an acute pressure

The Performance Management Challenge

The Cart Before the Horse

The Managers Role

Which Lever to Pull

Source: Corporate Leadership Council research.

A Model of Performance Improvement

The Corporate Leadership Councils

Attitudes of High Performance

Match with Job

Formal Performance Review

Informal Performance Feedback

Having Necessary Resources

Source: Corporate Leadership Council research.

The Importance of Attitudes

Definitions of High-Performance Attitudes

Match with job

Source: Corporate Leadership Council research.

Definition of Performance Improvement

Instead, this analysis focuses on helping organizations achieve steady and

Thinking About Performance Improvement

What This Isnt About

Steady, quantifiable improvement

Quantum (unrealistic) leap in performance

Same person, better performance

Replacing low performers with high performers

Same workforce, better performance

Attracting and retaining talent

The Councils 2002 Performance Management Survey

The 106 performance management activities are organized into seven

Potential Performance Management Drivers

Breaks down projects into

Challenge of projects and

Source: Corporate Leadership Council research.

Overview of Research Methodology

Performance data was subjected to a number of standard tests for validity