3. Baseline Performance Quantification

The third step of our 5 step process involves establishing a baseline performance  standard for the business results identified in the second step. This process will answer difficult questions such as:

• "Our staff is constantly moving around. How can I improve the workplace if I can't even stop long enough to find out where we are?" 
  
• "Our staff has been surveyed to death. The last thing we need is another survey which they will manipulate to get what they want. How else can we find out how well our workspace works for our organization?" 
  
• "The last thing I need is another furniture manufacturer telling me that the system they sold me 3 years ago is obsolete when it isn't even half way depreciated. How can I make sure that I build workplace that last longer that the last reorganization fad? "

To quantify the baseline or current level of performance of the workplace, PdK Consulting examines the performance drivers of a chosen workgroup (see Step 2: Identify Business Objectives). For each performance driver, PdK Consulting selects a metric and a data collection method.

In essence the The Balanced Scorecard objectives and performance drivers give a sharp focus and specific direction for the performance of an audit and measurement study. This study measures the effectiveness of the current workgroup's workplace design, workplace standards, and employee perceptions.

PdK Consulting selects Workplace Assessment consultants with demonstrated expertise in collecting the data required by the Balanced Scorecard analysis. PdK Consulting directs and assists the Workplace Assessment consultants in collecting the data and monitors and minimizes the costs associated with the data collection methods.

Workplace Assessment Tasks 

Time Utilization Study

 A Time Utilization Study is an observational study that measures how space is used over time, and compares the intensity of space utilization with type of activity and type of user. Its value lies in the identification of opportunities to maximize efficiency of space utilization.

The consultant observes a representative sample of key work locations ("route stops") and key employee functions within each setting. Typically two weeks of observations are collected at selected times throughout the workday.

The study is conducted without disturbance to normal operations within the settings observed. Each observation is conducted in seconds, by observers walking through the carefully prepared route on a regular schedule throughout the day. The consultant prepares a brief communication that is sent to all staff within the observed areas, to explain the purpose of the study. This also helps to prevent disruption, as users understand the reasons for observers being present.

The study identifies time spent in and out of the office, degrees of individual and collaborative work as well as individual work content. This objective data is used to question perceived conventions of space use and can determine additional facility design issues. The results of the survey are analyzed using standard and customized reports.  

Workplace Performance Survey 

A Workplace Performance Survey is administered to all staff in the chosen workgroups. The survey measures key aspects of the performance of the existing workplace in providing these attributes. The survey is tailored to address the particular performance drivers identified by the Balanced Scorecard.

The survey is administered either via the Intranet or on paper. A typical survey requires approximately 20 minutes to 30 minutes for each user to complete. Questions are developed to address the specific business objectives and drivers identified in  the Balanced Scorecard Analysis.

Results of the Survey will establish: 

• A detailed understanding of the essential work processes used by different staff groups, the relative importance and performance of aspects of the work environment, and how this differs by different types of workers 
  
• Appropriateness and adequacy of the existing work environment, in relation to its ability to support effective performance from different staff groups 
  
• Strengths and weaknesses of the technology supporting the staff and the work environment 
  
• Key issues and priorities for the company which need to be addressed in evaluating the workplace 
  
• Gap Analysis to highlight the differences between importance and performance of key issues

Focus Groups and Personal Interviews 

Workshops and Personal Interviews are developed and conducted to complement the findings of Time Utilization Studies and Workplace Performance Surveys. Groups are queried on key performance drivers identified in the Balanced Scorecard as well as behaviors noted in research gathering activities. By combining consensus-driven comments with documented findings, cultural drivers are defined and prioritized.

Findings from this phase of the study address work style and content within job descriptions or within performance teams. Results from workshops factor largely in communicating strategies for change. Interviews are used to further define key issues at both staff and management levels as required. Key indicators for success are communicated and tested.

Video Ethnography 

Video-ethnography is a methodology that enhances the findings of Time Utilization Studies, Workplace Performance Surveys, and Focus Group activities. The ethnographer adds a "show" to the "tell" of the report on how people spend their time. The ethnography elicits in-depth responses to issues, providing better data for survey construction up front and filling in the blanks afterward by eliciting the reasons people had for their responses. In Focus Groups, video captures the tones, emotions and emphasis of individuals and the group - displaying the group process as it happens and revealing formal and informal modes of influence.

Most people are surprisingly open to being videotaped, and the images captured bring to life emotions, interactions and detailed behaviors as they occur in the workspace - contextual information that is easily lost in written form. Knowledge gathered through video ethnography can be returned to time and again to access subtle nuances and details. The taping process also provides pre- and post-implementation documentation for assessment and review. The result of applying this methodology is an enduring, compelling record of the knowledge of people in their work environment.

Standard research tools are tailored to reflect the specific requirements of the Workplace Performance Outcomes and Drivers and prioritize the findings in order to support the development of an Optimized Workplace in step 4 of our five steps process.

Workplace Performance Baseline Measure 

Using multivariate statistics, PdK Consulting will transform the dozens of variables on which data has been collected into a rank ordering summary statistic. The choice of statistical method, which can range from a simple heuristic system to a complex neural network, will depend on the nature of the data and on the need for isolation of exogenous variables causing performance changes. The results identify the most prevalent activities, work styles, and attitudes and structures, with an aim towards prioritizing issues to be addressed in the solution strategy. Areas with maximum potential for positive impact are categorized and addressed in the development of solutions.

PdK's participation in the Baseline Performance Quantification includes the statistical analysis of the data collected by the Workplace Assessment Consultant. PdK also closely partners with the consultants throughout the data collection effort to ensure the best possible results.

The Baseline Performance Quantification effort is typically completed in 2 to 4 weeks depending on the variety of data collection methods.

PdK's fee for the Baseline Performance Quantification module ranges from $10,000 to $20,000 depending on the variety of data collection methods. Fees from the Workplace Assessment consultants and from Ethnographers can vary greatly, from as little as $15,000 for simple data collection and assessment to as much as $200,000 for the most extensive efforts. A typical range is $25,000 to $50,000.

All PdK fees are offered with unconditional money back guarantee. If you are not satisfied with PdK's performance for any reason, PdK will refund your fees.