PERFORMANCE MANAGEMENT FRAMEWORK - OVH

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PERFORMANCE MANAGEMENT and Service Improvement FRAMEWORK Author Marcus Evans, Operational Director - PERFORMANCE and Customer Insight Date: December 2015 Sovini PERFORMANCE MANAGEMENT FRAMEWORK December 2015 2 Contents Page 1. Introduction 3 2. strategic Planning process 5 a. Sovini Golden Thread 5 b. Sovini Corporate Plans 6 c. strategic Plans 6 d. Service Delivery Plans 6 e. PERFORMANCE Appraisals 6 f. Key PERFORMANCE Indicators 7 g. Timetable 8 3. PERFORMANCE Monitoring 9 a. Covalent PERFORMANCE MANAGEMENT Software 9 i. Actions 9 ii. PERFORMANCE Indicators 9 iii. Risks 10 iv. Appraisals 10 b. PERFORMANCE Review 10 i. Board meetings 10 ii. Executive MANAGEMENT Meetings 10 iii. Customer Review and Scrutiny 10 iv. Manager s PERFORMANCE Briefing 11 v. Team Meetings 11 vi. 1-2-2 Meetings 11 4. Improving PERFORMANCE 12 a. Business Intelligence and Customer Insight 12 b.

Sovini Performance Management Framework – December 2015 2 Contents Page 1. Introduction 3 2. Strategic Planning process 5 a. Sovini Golden Thread 5

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