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The Tao of Performance Management: Lessons Learned and Best Practices at Hartford Life

Published by: TowerGroup

Published: Mar. 17, 2008 - 9 Pages


Table of Contents


Report Coverage

Organizational Background

Exhibit 1 Hartford Life Organizational Chart (2008)

The Need for Performance Management

Best Practices and Lessons Learned

Exhibit 2 Hartford Life Performance Management Best Practices and Lessons Learned (2008)

Exhibit 3 Business Objects' Performance Management Architecture (2008)

Exhibit 4 Dashboard Development Methodology (2008)

Exhibit 5 Performance Management Implementation Workflow (2008)

Summary

Abstract

In 2007, Hartford Life undertook an initiative to implement a performance management dashboard to provide a consistent, transparent view of the company's customer-retention program to an internal executive audience. The project was plagued with disparate data sources, functional organizational silos, and a steep implementation learning curve. However, stakeholders worked through the challenges and ultimately found success. Strong organizational culture, team spirit, and highly engaged stakeholders were key factors. Hartford shared with TowerGroup its top 10 lessons learned and recommended best practices for organizations getting started on their own performance management projects.

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