Setting Objectives in GA

Setting Objectives in GA

Performance and Learning Objectives in GA A quick guide to setting meaningful objectives

Aligning our contribution objectives

My Performance Contributions in GA

GA and Security Mission and Vision

Three Strategic Pillars

Everything we do in Government Affairs should positively contribute to achieving our mission and vision and/or our three strategic pillars

Our GA Contribution Objectives – Link to…….

Become among the top leading Customer orientated organizations in the world by 2022

GA Vision and Mission

Government Affairs mission is to offer our customers a variety of services in innovative and distinctive techniques that save time and improve quality of life and to be recognized as a great place to work

1. Strengthening Partnership, 2. Process Excellence, 3. Customer Experience

Three Strategic Pillars

Setting Objectives – Why?

Setting objectives will help you to: • Be clear about what is required e.g. the outcomes, results, expected behaviors and standards to help keep you on track • Helps you be clear on how your role aligns with the GA’s mission, vision and strategic pillars • Measure your success - achieving objectives helps quantify the value added by you, the team and the department. Most organizations assess performance by measuring to what extent objectives have been achieved.

SMART Objectives? What are they?

Where possible we should try to make our objectives SMART

S pecific Objectives should specify exactly what you aim should to achieve. There should be no vague or ambiguous language. M easurable Where possible to measure objectively the extent to which objectives have been met. A chievable You should be able to achieve your objectives. However, this does not mean that they should be too easy; they should be challenging and stimulating. R elevant Objectives should have a clear purpose and benefit – think about GA’s mission, vision and or strategic pillars T ime-bound Is your objective on-going or time specific with a deadline

Objective Example 1

Objective Title – Customer Facing Services

This objective links directly to two of GA’s strategic pillars:

1. Process Excellence. 2. Customer Experience

The objective expects me to provide highly professional, clear and accurate responses to all customer enquiries at all times.

In meeting this objective the Customer should experience me;

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Smiling and being courteous at all times

- Being patient to listen and fully understand the issues - Offering clear explanations and solutions as appropriate - Following up to ensure customers are kept informed and issues are quickly resolved - Ensuring customer documents are complete and correct

In contributing to GA delivering its strategic pillars, I should;

- Continually seek new ways to effectively deliver our services - Be proactive and anticipate customer needs - Encourage my colleagues to set and maintain our high standards

Measure may include;

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Feedback from Customers and colleagues

- Observations from Supervisors and Management - Customer Satisfaction Surveys

Objective Example 2

Objective Title – ‘GA I.T. Project’ This objective links directly to two of GA’s strategic pillars:

1. Process Excellence. 2. Customer Experience The I.T. project is part of GA’s drive towards automation and will allow colleagues to track work thus helping to avoid delay and ensure GA services are delivered in the most efficient way on a daily basis. My role in the project will include;  Working with IT to provide GA technical information about processes and procedures, relevant >Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8

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