What could BA have done differently to avoid this situation? Your thoughts please...
Here is what I feel could have been an Engagement based approach that could have been followed:
Before designing the New Performance Management System
1. The questions asked at this stage should have been:
Are we aiming to "improve performance" or are we fixing what's not broken?
2. Is the time right (proposed Brexit and associated uncertainty; assuming that the scheme was on the anvil well before the referendum)
3. How to ensure that the development process is Engaging, inclusive and well documented?
During the Design process
1. Engagement with Employees while the Dashboard idea was starting to emerge on the drawing board. Employees' psychological contracts could have been strengthened by focusing upon What makes freshers apply to BA? What they like about BA (what keeps them at BA?)
After the Design and just before launch
2. Further Engagement through inviting inputs from employees, the concept of marketing for ideas should have been the mainstay for the development. What encourages them to deliver high quality customer service? What more can they do deliver better service? How would they like their performance to be measured?
3. Application of Emotional Intelligence by the Design Team (BA Management) by Choosing a Warm and Positive Theme. This should have been a starting point; motivational associations with Joy/Brightness/Twinkle/Smiles/ Satisfaction/Loyalty should have been worked upon.
[ It seems that the BA management would do well to remember and apply this magnificent quote by Sybil F. Stershic ..“The way your employees feel is the way your customers will feel.]
4. Generating and Strengthening an emotional bond by choosing soulful and engaging words. The term "Dashboard" itself has an insensitive ring to it, it sounds clinical, heartless and very mechanical.
5. Using Traffic Light analogy to sum up a fellow employee's performance is not only hurtful, its downright insulting and demotivating.
After the Design Process and leading up to the Launch:
1.The new system should have been soft launched, monitored (employees updated)
2. A final decision for a full fledged launch should have then been arrived upon.