Employee Development Statement

A component from the Johnson & Johnson Vision Care Practice Improvement Toolbox Development Statement

Development Plan for: John Smith Date: 5/01/2009

The development statement is a short term action plan for providing an employee with objective feedback on their current performance. The development statement is used to confirm the key performance indicators (KPI) and outline the skills and behaviours to be developed for improving the KPI(s). Once feedback and a plan are developed, the Coaching Log is used to track the employee’s progress.

Sales Deficiency

1. Which of the practice Key Performance Indicators (KPIs) need to be improved:

□ Existing Patient Appointments □ Dispensing Ratio % □ New Patient Appointments □ Number of Spectacle Sales □ Walk-in Appointments □ Number of Contact Lens Sales □ No-show Appointments □ Number of Sunglasses Sales □ Eye Tests/Examinations □ Number of Professional Services Sales □ Contact Lens Trials □ Conversion Rate □ Contact Lens Direct Debits  Average Transaction Value (ATV) □ Active vs. Lapsed Patients □ Items per Sale

Give specific information relating to the deficient KPI e.g. Sales, anecdotal information. The deficient KPI which needs attention is your Average Transaction Value (ATV). The practice ATV is £155 and your ATV is £115. The goal over the coming weeks is to increase your ATV to fall in line with the practice ATV. In order to achieve this you need to improve your ATV by £40.

2. Define what skills are to be improved to help with the KPI improvement. Your product knowledge understanding in the areas of Spectacles, Sunglasses and Contact Lenses. We will focus on developing your knowledge of product features and benefits, top-down selling and adding-on skills to develop your Average Transaction Sales.

3. Define which specific employee behaviours are to be improved. The specific behaviours to be improved during the customer interaction include: consistent communication of product benefits, presenting the highest price point products first and adding-on complimentary products to the sale. Spending longer with the patient in order to add value to the experience and position more products is also key.

4. State the standards or statistics upon which the improvement will be measured. Your progress will be measured on the following criteria: 1. Attainment of 90%+ score in product knowledge assessment 2. Compliance to the 6 step practice sales process (especially top-down selling, adding-on steps) 3. Improved ATV from £115 to £130 within the next 4 weeks

5. State the new target or behaviour (if applicable) to be achieved, and when it will be achieved by. Your current ATV is £115. The new ATV target for you is £155. We will progressively work towards the attainment of this £40 goal over the coming weeks. Your goal to reach this target will be within 12 weeks. Development Statement

Development Plan for: Date:

The development statement is a short term action plan for providing an employee with objective feedback on their current performance. The development statement is used to confirm the deficient key performance indicators (KPIs) and outline the skills and behaviours to be developed for improving the KPI(s). Once feedback and a plan are developed, the Coaching Log is used to track the employee’s progress.

Sales Deficiency

2. Which of the practice Key Performance Indicators (KPIs) need to be improved:

□ Existing Patient Appointments □ Dispensing Ratio % □ New Patient Appointments □ Number of Spectacle Sales □ Walk-in Appointments □ Number of Contact Lens Sales □ No-show Appointments □ Number of Sunglasses Sales □ Eye Tests/Examinations □ Number of Professional Services Sales □ Contact Lens Trials □ Conversion Rate □ Contact Lens Direct Debits □ Average Transaction Value (ATV) □ Active vs. Lapsed Patients □ Items per Sale

Give specific information relating to the deficient KPI e.g. Sales, anecdotal information.

2. Define what skills are to be improved to help with the KPI improvement.

3. Define which specific employee behaviours are to be improved.

4. State the standards or statistics upon which the improvement will be measured.

5. State the new target or behaviour (if applicable) to be achieved, and when it will be achieved by.