This document outlines an organization's process for developing internal assessments, linking them to employee development plans, and integrating core values into the organization's culture. It includes developing assessments based on strategic needs, conducting a self-assessment survey and customer surveys, analyzing gaps, creating individual development plans, assigning learning activities, and measuring outcomes through course completions and repeated customer surveys. The goal is to improve customer service and ensure managers and supervisors achieve leadership certification by demonstrating the organization's FAITH values of focused, accountable, innovative, trustworthy and helpful.

2. ? Have you written your
own assessments before?

3. WHAT WE HOPE YOU
TAKE-AWAY:
A method for developing your own assessments based
upon your organization's strategic development needs.
Some ideas and tips for linking the assessments you
development to employee development plans.
A road map for building specific IDP's with clear
alignment between organizational goals and assessments
designed to fill gaps identified through internally built
assessments.

4. What gets measured, gets
managed.
Peter Drucker
“

5. Core Markets
Reactive Service
Customer Service to
the Next Level
Herendeen Financial
Maust/Martin
Financial Partners
Member Focused
Sales Organization
Many Parts Make One
NORLANCO
RPH
Sauder Fin
Lehman Ins

6. MISSION
Drives
VALUES
Define
BEHAVIORS,
COMPETENCIES
AND SKILLS
Clarify
CULTURE
Describe

7. SETTING GOALS BASED ON
VALUES
FOCUSED
on providing outstanding service
ACCOUNTABLE
for our mission
INNOVATIVE
in finding solutions
TRUSTWORTHY
as we respect each customer’s needs
HELPFUL
in how we respond

8. WHAT WE NEED TO
INTEGRATE VALUES
A TOOL to support
assessments
A PROCESS to
convert results into
identified gaps
Development
activities and
RESOURCES
Training and
coaching to
SUPPORT behaviors
VALIDATION of
results from
customers

9. SELF ASSESSMENT
SURVEY
CUSTOMERS FOR
PROGRESS
IMPLEMENT
LEARNING AND
DEVELOPMENT
PROGRAM
MANAGER
ASSESSMENT
CONVERT RESULTS
INTO GAP
ANALYSIS
LINK LEARNING
CONTENT TO
SPECIFIC GAPS
INTEGRATION PROCESS

10. INTEGRATION PROCESS
Develop as Managers/Leaders
• Certification process
• 5 leadership courses
Measure: Data
• Corporate results (surveys and course completion)
• Individual results (3 surveys & 2 course min)
Development Plans
Assess individual results and provide individualized plans
Coach to Results
• Assign courses to address gaps
• Compare customer feedback from surveys to self/mgr assessment
(validate behaviors changes from development activities)
• Internal & external survey comments

11. ASSESSMENTS

12. COMPETENCIES AND BEHAVIORS

13. COMPETENCY:
Focused on Providing Excellent Service
SUPPORTING BEHAVIORS
5 = Extremely often
4 = Very often
3 = Moderately often
2 = Slightly often
1 = Not at all often

14. ALIGNING LEARNING

15. GAP ANALYSIS

16. DEVELOPMENT PLAN
TARGET: ALIGN RESOURCES TO LARGEST SKILL GAPS
SUCCESS CRITERIA: COURSE COMPLETIONS
SUCCESS CRITERIA: CUSTOMER SURVEY RESULTS

17. DEVELOPMENT PLAN
Program Start =
48 course completions
Program End =
1116 course completions
2225%
increase!

18. 72%
86%
85%
83%
OVERALL SATISFACTION
CONTINUED USAGE
FUTURE CONSIDERATION
WILLINGNESS TO
RECOMMEND
LOYALTY INDEX
CUSTOMER SURVEY
Base: Total Respondents past 3 months (n=343)
Loyalty Index is a measure of respondents selecting Top 2 Box measures for overall satisfaction, willingness to recommend, likelihood to continue using
Everence products, and future consideration of Everence for new products.
67%
Internal Survey Results
• 1002 responses
• 86% of goal (3
surveys/person)
• Majority of ratings in
the top two boxes 4/5

19. 93%90%TRUSTWORTHY
VALUES METRICS
FOCUSED 82%
90%
ACCOUNTABLE 85%82%
INNOVATIVE 75% 79%
HELPFUL 83% 90%
EVERENCE ADVISORS
Base: Respondents asked (Everence n=343) (Advisor n=343) (Home Office n/a)
Scores reported are average Top 2 Box scores of all attributes asked for each category.

20. Integration VALUES Action

21. STRATEGIC PLAN
Integrate FAITH values into the fabric of the organization.
Goal Strategy Measure
ET
Lead
2014
Improve
customer
service
Implement
leadership
development
program
All managers
and supervisors
achieve leader
certification
Larry Q4
Improve
customer
service
Implement FAITH
values in the
performance
management
process
Achieve a
minimum rating
of 4 in both
external and
internal surveys
Larry Q4

22. MANAGER CERTIFICATION
Managers will identify opportunities to build and extend
the implementation of FAITH values into their team.
Managers will have the opportunity to develop their own
leadership skills.
Managers will understand and be aware of their
responsibility to carry out HR laws/policies as they manage
others.
Learning Objectives

23. Manager Certification Program

24. Manager Certification Program

25. General Tasks and Compliance

26. Career Development Values Courses

27. Electives

28. Team Meetings – Check-in 3/year

29. KEY TAKE-AWAYS
A method for developing your own assessments based
upon your organization's strategic development needs.
Some ideas and tips for linking the assessments you
develop to employee development plans.
A road map for building specific IDP's with clear
alignment between organizational goals and assessments
designed to fill gaps identified through internally built
assessments.

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Course: Mentoring: Why a
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33. Jessica Petry
Sr. Marketing Specialist
jpetry@bizlibrary.com
@JessLPetry
@BizLibrary
Mary Coursey
Director of Corporate Training & Development
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