Project Summary:  Industry: Auto Manufacturing Employees: 12,000 Outcome: Improved profit margins Organizational Challenge: The rising costs associated with the manufacturing and distribution of automotive component parts, coupled with shrinking profit margins, was threatening our client’s ability to execute on their strategy to be the most reliable, just-in-time, error-free component supplier to North American auto assembly plants. To remain competitive, they sought to: Validate the hypothesis that increased forecasting accuracy would reduce the need for overtime Decrease the variance in sales forecasting accuracy (a gap of 30-50%+) Reduce the significant overtime exhibited in ten of their twelve plants Performance-Based Solution Components: Role Excellence Profiles (REPs) for the Plant Manager and Account Manager Performance Support Resources Client Impact: Improved profit margins due to: Improved forecasting accuracy (within 7% of target) Optimized workforce planning (reduced overtime by 40%) Reduced variance in sales quota attainment Reduced variance in unit costs across multiple plants

Project Summary: Industry: High-tech software/electronic agreement company Employees: 7,500 Outcome: Increased performance and less variance in how key customer success roles were performed, leading to increased customer satisfaction, retention, and expansion Organizational Challenge: To assist with their transition from customer support generalists to product specialists , this #1 cloud agreement and electronic signature company sought to define “what great looks like” in their key customer success roles. Doing so, they felt, would enhance their ability to attract, retain, and grow top talent in a highly competitive and lucrative marketplace. As a company who invests heavily in their people managers, it was important to not only gain their advocacy for a novel approach to performance and coaching, but also accelerate their already strong performance. Performance-Based Solution Components: Role Excellence Profiles (REPs ) for Technical Customer Success Managers and Technical Support Engineers Assets to support the new standard of excellence for each role, including: Job Descriptions, Interview Guides, Coaching Guides, and Action Plans Recommendations for an onboarding curriculum and “repeatable practices” job aids Manager Workshops – to equip managers to coach and hold the team accountable to the new standards Individual and Team Diagnostics & Workshops – explored how to unleash higher levels of individual performance and self-awareness, and improve team communication and collaboration Individual Leadership Coaching Sessions Client Impact: Increased dashboard metrics including: Maintaining/Exceeding Service Level Agreement targets, including: First response rate to resolution 80%+ All cases managed to resolution High quality and clear customer communications Number and quality of detailed information contained in bug reports Customer-satisfaction metrics (via both formal surveys and unsolicited feedback) Increased levels of engagement, job satisfaction, teamwork, knowledge-sharing, and intention to stay with the organization

Project Summary: Industry: Biopharmaceuticals (rare & rheumatic disease) Employees: 1900 Outcome: Standardized job roles and defined career progression Organizational Challenge: Despite a heavy investment in defining capabilities, re-structuring to reduce span of control ratios, and engaging with various vendors for external benchmarking, this Fortune 100 “fastest growing company” sought to create standards of excellence as a strategy for their Commercial Training & Development team. Defining “what great looks like” across their training job family, and standardizing tools and templates that proved successful, would allow this team to keep pace with the dynamic needs of the various business units and continue to deliver the same level of excellence stakeholders had come to expect. To consistently deliver excellence, they sought to: Define and standardize roles and titles Align role standards to job descriptions, hiring guides, performance management assets, and action plans to ensure they attract, retain, and invest in the best talent Equip sales training leaders with the tools to support in-role development and prepare for role advancement Pivot from tenure-based promotions to career pathing based upon influence, impact, and value added to the organization Performance-Based Solution Components: Role Excellence Profiles (REPs) for key Commercial Training & Development roles: Sales Training Manager, Senior Sales Training Manager, Associate Director, Director, Senior Director, and Executive Director Assets to support the new standard of excellence for each role, including: Job Descriptions, Interview Guides, Coaching Guides, and Action Plans Career Pathing Roadmap Client Impact:  Increased levels of engagement, job satisfaction, teamwork, and intention to stay with the organization Higher levels of productivity by reducing redundant activities of multiple roles Increased satisfaction with leadership A more consistent, repeatable approach to serving multiple business units

Just as the Ides of March was a turning point in Roman history, the information presented in this webinar (originally aired March 15, 2023) can be a turning point in your people development approach: one that shifts away from the fad of defining a role’s knowledge, skills, and competencies to one that emphasizes performance-based career design. In this webinar, Improving Performance at Work interviews Jaime Torchiana and showcases two different case studies that reinforce how proper analysis can solve your performance problems, how to employ this methodology when thinking through career paths, and how clients that use performance analysis have benefited from this approach.

What do successful executives and elite athletes have in common? They both strive for sustained high performance. Unfortunately, we know that a drive to achieve isn’t enough to ensure consistent high-level performance. Organizational Psychologists, Business Consultants, and Sports Scientists have long sought to identify what contributes to, or hinders, peak performance. The problem with most theories to date is that they focused on an individual’s motivation, discipline, and technical skills without thinking about environment, systems, preferences, or the importance of feedback. To take a closer look at this conundrum, Exemplary Performance and Metta Endurance have come together to explore The Performance Paradox: Why sub-optimal performances happen to great performers and how to stack the odds in your favor. View the webinar slides here: The High-Performance Paradox Slideshow  View the PDF here: The High-Performance Paradox Insight Guide

To supplement their ongoing business transformation, DocuSign engaged Exemplary Performance to define excellence in two critical roles: the Technical Support Engineer , and the Technical Customer Success Manager .  The partnership aimed to help these roles navigate from e-sign generalists to product specialists, accelerate the performance of all employees through strong Managers, and attract, retain, and grow top talent in a highly competitive industry. Listen as Joe Mulkern, Director of Technical Customer Success at DocuSign describes first-hand what it’s like to work with Exemplary Performance to solve complex business problems and share a passion for improved performance.

Project Summary:  Industry: Pharmaceuticals Employees: 60,000 Outcome: Sales Transformation

Project Summary: Industry: Auto Manufacturing Employees: 12,000 Outcome: Improved profit margins