MONITORING FOR RESULTS   

LENS method review

 "Accountability without Acrimony"

Monitoring is a necessary feature of implementation. Too often this function becomes a stumbling block impeding progress. Done well, however, monitoring can accelerate progress focus energy on crucial points promote learning, and enhance morale. Effective monitoring is characterized by six elements:
Implementation Monitoring 
  • lively reporting sessions
  • frequent encouragement
  • access to required resources
  • visible progress charts
  • learnings reflection
  • celebration of accomplishments

 

 

Lively reporting sessions may well be the primary component of effective monitoring. People are generally sensitive about performance reviews, and monitoring is about performance related to project plans. The purpose of monitoring, however, is not to evaluate people; the purpose is to see where the project is in terms of progress and take corrective action where needed.

Monitoring sessions have a practical function and need to be conducted with objectivity. Project teams, being human, will be sensitive to hints of disapproval and looking for affirmation.The following flow provides a framework which encourages objective responses and gives appropriate recognition for accomplishments:

  

      recommended length of session: 3-4 hours

Project reporting session

1. Context (What we're here for and what we will do; include a review of the project objective.)

2. Accountability of project completion and listing of accomplishments relative to objectives/milestones. (have large chart available with milestones listed next to which accomplishments can be entered)

3. Discussion regarding next steps where objectives are not fully realized.

4. Reflection on learnings. (identify insights regarding both accomplishments and shortfalls)

5. Plan the next phase, including making assignments. (affirm the real situation, e.g. "we may not be where we planned to be at this stage, but what do we need to do next?"

6. Celebrate the accomplishments and send the team out to take on the next phase of the project.

sample chart from first - three months reporting session TEAM  : FIVE STAR
 Project : Turnaround in Customer Service
    (technicians & counter team)       (from 30% to 80% satisfied)
Milestones
% complete
Accomplishments
Next Steps
Answer all calls in three rings or less 50% answer in 3 rings
  • upgraded database & customer call-in system
  • train another 10 staff in appropriate enquiry and complaint handling
Reduce product service time to 24 hours vs. 72 hours 75% service calls complete in 24 hours
  • pagers to all service personnel
  • service personnel restructured team assignments for speedier coverage
  • assess parts inventory for "right parts at right time" delivery