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Measuring performance during crises and beyond: The Performance Promoter Score.

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Performance management is crucial during crises. The new Performance Promoter Score (PPS) offers a practical solution for measuring performance, even post-pandemic.

Keywords:
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Area of Science:

  • Business Management
  • Organizational Psychology
  • Marketing Analytics

Background:

  • Organizations face challenges in performance management due to crises like COVID-19, leading to reduced or abandoned practices.
  • Difficulties in performance measurement and disruptions in performance-based pay necessitate innovative solutions.
  • Maintaining strong performance management is vital for strategic direction, data collection, feedback, legal protection, and talent retention during crises.

Purpose of the Study:

  • To address the challenges of performance measurement during crises.
  • To introduce and validate the Performance Promoter Score (PPS) as a novel performance metric.
  • To provide evidence-based recommendations for implementing PPS in organizational settings.

Main Methods:

  • Extending and adapting the Net Promoter Score (NPS) from marketing to create the Performance Promoter Score (PPS).
  • Developing recommendations for collecting PPS data from individuals, workgroups, and collectives.
  • Proposing the computation of a Net Performance Promoter Score (NPPS) and integrating multiple data sources.

Main Results:

  • The Performance Promoter Score (PPS) provides a convenient, practical, and relevant method for performance measurement during crises.
  • PPS facilitates administrative and developmental uses, alongside more frequent performance check-ins.
  • The proposed methodology supports robust performance assessment even with disrupted traditional metrics.

Conclusions:

  • The Performance Promoter Score (PPS) is a valuable innovation for performance management, particularly during crises like the COVID-19 pandemic.
  • PPS offers a sustainable solution that extends beyond crisis periods, enhancing organizational effectiveness.
  • Strengthening performance management through innovative metrics like PPS is essential for organizational resilience and success.