Benito Piuzzi, the COO of Lakeview Loan Servicing and former McKinsey consultant, specializes in large-scale transformations. He believes in the importance of prioritizing work that matters, comparing it to Earth’s magnetosphere that protects life on Earth from solar wind. By focusing on outcome-driven culture, employee satisfaction, development, growth, and bottom-line impact, organizations can shield their employees from unnecessary noise and prevent burnout.
Company success should be measured by metrics that trickle down from the top to the frontline. It is crucial to connect high-level company metrics with frontline performance metrics to ensure consistency and clarity. Failure to do so can result in incorrect, excessive, or nonexistent metrics, leading to performance issues throughout the organization. Managing metrics that matter becomes increasingly challenging in larger organizations, making it essential to prioritize work that directly impacts company goals.
To move towards becoming an “outcome-based” organization, Piuzzi recommends five tactics. First, reassess and confirm metrics that matter by aligning them with leadership goals. Track and maintain performance management conversations to ensure performance is properly monitored and discussed. Use an “urgent vs. important” framework to prioritize tasks based on their impact on company strategic value. Build a culture that encourages employees to question tasks and expectations, and celebrate success and learn from failures to foster a positive work environment.
Creating a platform for discussions and questions through performance reviews and check-ins can help recalibrate expectations with teams and address any pushback or concerns from employees. By acknowledging their feedback and explaining how tasks contribute to business value, leaders can foster a culture of understanding and collaboration. Celebrating small wins and learning from failures can help teams feel valued and encourage innovation and growth within the organization.
Forbes Business Council, a premier growth and networking organization for business owners and leaders, highlights the importance of focusing on outcomes rather than task completion. By giving teams space to reflect and take ownership of their work, leaders can ensure that employees are successful and engaged. It is crucial to intervene when necessary to prevent burnout and maintain a productive and positive work environment.
