Developing Meaningful Performance Measures Of Results at Comcast by Tina Waters

1. IQPC - Strategic Performance Management & Measurement Summit
Tina Waters │March 2012

2. National Customer Operations – People Strategy
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Realize the best performance from employees by:
• Attracting and hiring the best
• Developing the appropriate knowledge, skills, and abilities
• Cultivating feelings of engagement with Comcast
• Building motivation to work and dedication to Comcast
• Strengthening productivity and customer service excellence
Powering the dream
Powering the dream

3. How Do We Get the Best Performance?
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Employee ATTRACT & ON-BOARD & DEVELOP & REWARD & RETAIN &
Lifecycle
RECRUIT TRAIN PERFORM PROMOTE GROW
Selection Comcast
Career Progression Plans & Reward / Recognition
Tools University
Standard New hire CommTech
assessment training Comprehensive career path program for Comcast field
for pre- technicians
employment Ongoing
screening training for: Quarterly Frontline Bonus
Reinforces performance and connects employees to how they
Standard 1) HR compliance contribute to the customer experience
interview 2) New products
guide Bow Tie Awards
3) Career Recognizes top frontline employees who
progression consistently exceed key performance goals.
Circle of Success
Celebrates employees who go above and
beyond to live the Credo, while improving our
company and customer experience
Powering the dream
Powering the dream

4. A CASE STUDY
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Developing Meaningful Performance Measures for Results
Powering the dream
Powering the dream

5. Performance Management Support
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Leader’s Guide available to all people leaders:
• Performance management calendar
• Setting goals for “how to”:
 Behavioral goals – the “how”
 Individual goals – the “what”
• Sample development plans
• Sample agendas for goal setting meetings
Powering the dream
Powering the dream

6. Our Approach to Goal-Setting
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• Tie employees’ day-to-day activities to Comcast’s strategic
business objectives
• Provide employees with clear expectations for their job
performance
• Facilitate top performance by providing employees with tools and
resources that will help them succeed
• Establish desired outcomes Managers can use to objectively
measure and optimize employee performance
• Lay the groundwork for effective performance differentiation
between employees at the time of performance evaluation
Powering the dream
Powering the dream

7. Our Promises to Customers
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1. We will give you a 30-day, money-back guarantee on our video,
voice or high-speed services.
2. We will always be on time within your appointment window or we'll
credit you $20 or give you a free premium channel for three
months.
3. We will resolve routine issues in one visit or we'll credit you $20 or
give you a free premium channel for three months.
4. We will treat you and your home with courtesy and respect.
5. We’re here for you, 24 hours a day, 7 days a week to answer
questions at your convenience.
6. We will offer easy-to-understand packages and provide you with a
clear bill.
7. We will continually offer the best and most video choices.
Powering the dream
Powering the dream

8. CommTech Career Progression
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NCT6: Headend and C-RAN
Maintenance
Functional Proficient Advanced
Network CT NCT 5 is Self-
CCT5 is Posted Progression
CCT5: Complex Commercial NCT5: Optical Fiber and
Position
installations/surveys Facilities Maintenance
Functional Proficient Advanced Network CT
CCT4: Expert-level triple play NCT4 is Posted
NCT4: Coaxial and Fiber Position
Self- and Commercial installations
Progression Network Maintenance
and service
Must be at
Proficient or
Advanced to Functional Proficient Advanced
move to CCT4
CT3: Multi-Product residential and basic commercial installation and
Certify to CT3
service including Video, CDV, CHSI
in 5-months
to 18-months
CT2: Video and CHSI installations and service
Certify to CT1: Trainee/New Hire
CT2 in 90-
days
Max
Must Stay in Horizontal Level for Two Consecutive Quarters
Powering the dream
Powering the dream

9. Linking Performance to Customer Expectations
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Customer Promise Individual KPIs Behavioral Goal
We will always be on time
within your appointment Rework Rate
window
Make it easier for the
We will resolve routine issues
Rework Rate customer to do business with
in one visit
us by providing first interaction
We will treat you and your resolution every single time
home with courtesy and
Voice of the Customer
respect
Powering the dream
Powering the dream

10. The Results…
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• 2011 Consolidated Revenue increased 47%
• Operating Cash Flow increased 26%
• Operating Income increased 34%
• Free Cash Flow increased 30% to $7.0 Billion, with $5.2 Billion from Cable
"Last year was a very important year for our company. Cable continued to
drive innovation, increase new product introductions and transform the
customer experience, and we successfully integrated NBCUniversal. We
also reported strong financial and operating results in both the fourth quarter
and for the full year. Specifically, cable had another terrific quarter of
improving customer metrics, demonstrating that our new XFINITY brand
and our intensified focus on service and innovation are making a real
difference…”
Source: Brian L. Roberts, Chairman and Chief Executive Officer
of Comcast Corporation, 4th Quarter and Year End 2011 Results
Powering the dream
Powering the dream

11. The Employee Experience Results
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• Attrition of 10% or less
• Comcast employee engagement higher than general industry on
most fronts
• Comcast field technicians have highest ratings on annual employee
satisfaction survey:
 Our strategy
 Communications
 Great Place to Work
Powering the dream
Powering the dream

12. IQPC - Strategic Performance Management & Measurement Summit
Tina Waters │March 2012

13. Strategic Performance & Change Management Conference
November 13-15, 2012 in New Orleans, LA
View the Strategic
Performance & Change
Management program here:
http://tinyurl.com/8wxywgc
If you would like to receive the free IQPC brochure
Powering the dream
Powering the dream
directly email taryn.soltysiak@iqpc.com