How can you identify staff development goals and performance indicators?

2 Define the desired outcomes

Once you have assessed the current situation, you need to define the desired outcomes for your staff development. These are the specific and measurable results that you want to achieve through your staff development activities. They should align with your organization's vision, mission, values, and strategic objectives. You can use the SMART framework to define your desired outcomes, which means they should be Specific, Measurable, Achievable, Relevant, and Time-bound. For example, a desired outcome could be to increase customer satisfaction by 10% in the next six months by improving your employees' communication and problem-solving skills.

3 Identify the staff development goals

Based on the desired outcomes, you can identify the staff development goals for your employees. These are the broad and general statements that describe what your employees need to learn or do to achieve the desired outcomes. They should reflect the competencies and behaviors that are essential for your organization's success. You can use the KSA framework to identify your staff development goals, which means they should cover the Knowledge, Skills, and Attitudes of your employees. For example, a staff development goal could be to enhance your employees' knowledge of customer needs and expectations, or to develop their skills in active listening and empathy, or to foster their attitude of service excellence and professionalism.

4 Select the performance indicators

To measure the progress and impact of your staff development goals, you need to select the performance indicators that will track and evaluate your employees' performance. These are the specific and quantifiable measures that show how well your employees are achieving the staff development goals and the desired outcomes. They should be relevant, reliable, valid, and comparable. You can use the KPI framework to select your performance indicators, which means they should be Key, Performance, and Indicators. For example, a performance indicator could be the number of customer complaints resolved, or the average rating of customer satisfaction surveys, or the percentage of repeat customers.

6 Monitor and review the staff development process

Finally, you need to monitor and review the staff development process to ensure that it is effective and efficient. This means collecting and analyzing the data from the performance indicators, soliciting and providing feedback, identifying and addressing any issues or challenges, and celebrating and rewarding any achievements or improvements. You should also review the staff development goals and indicators periodically to ensure that they are still relevant and aligned with your organization's needs and objectives. You can use the PDCA framework to monitor and review your staff development process, which means you should Plan, Do, Check, and Act on your staff development activities and outcomes.