What is a Credibility Reliability Index?

A Credibility Reliability Index (CRI) is a measurement that was developed as part of the PE-ER platform to establish a basis for understanding trust and focus on being trustworthy.  The basic premise is, the more commitments you successfully keep the more reliable you will be and hence more trustworthy.

Therefore, it’s really quite simple. The higher the Credibility Reliability Index score, the more reliable the individual or company is to deliver on their commitments- the lower the score, the less reliable they are.

As a guideline the Credibility Reliability Index figure is calculated as a combination of:

  • The number of commitments you met or exceeded on the timeline,
  • The number of commitments that you missed delivery on,
  • The total number of points available for commitments requested
  • The feedback scores received on all completed commitments

So it’s not simply a case of recording how many commitments you make – it’s much more comprehensive than that and the data is constantly updated.

Not all commitments are present in the CRI – only when you and your collaborative partner have determined that a particular commitment has sufficient visibility and value to warrant tracking does it become data reality. However, the more commitments tracked successfully the better the integrity of the Index.

It is our thought that once you have developed a habit of completing high visibility, high-value commitments well, then the small commitments become second nature and improve also. If you try to track every commitment you make in a day, you will find yourself buried in a morass of detail that will cause you to lose focus and destroy your productivity. It is all about balance.

A commitment is formed by type, due date, priority, and expectations. This ensures that no single commitment can unduly influence a maker’s overall Index figure.

Another thing to bear in mind when reviewing an individual’s CRI score is that it can be dependent on the diligence and discipline of each partner in terms of recording correctly. I like to refer people to the acronym: F.D.A. or Full Disclosure Always when it comes to building commitments.

Normally, a newer user will have a lower CRI Score than a person who has been doing this for some time. Experience and ease of use will be the performance edge in this case.

Standard of Trust, the company behind the CRI, is ultimately looking to provide valuable information aggregated from the data of the community of users that can help leaders develop their organization’s performance and participation with customers and employees. This will be done with non-privacy related data analysis making the applicability much more open.

As a subscriber, i.e., a Maker, you will be able to monitor and effect your overall CRI. The Index also offers information on which types of commitments you used most often and what the priorities were on those commitments.

And just to complete the picture, PE-ER allows Requesters and Makers, the ability to give a number of Appreciation Awards for attitudes and work ethic that exceeds expectations. These are the type of things that help build employee engagement.

As we see growth in the use of the product and processes, we can easily envision the CRI becoming a standard that is as relevant as a FICO score or any other measurement body index. It will take the time to get to that point but have the vision is always the best starting point.

If you would like to follow the progress of PE-ER, please navigate to http://standardoftrust.com and sign up for product updates there. Or you can contact me a 630-454-4821.

25 Whys for Tracking Commitments

Simon Sinek makes some major statements in his 2011 book, “Start with Why: How Great Leaders Inspire Everyone to Take Action”, but he emphasizes the fundamental need of every human, who is striving to succeed, to know the “WHY” of what they are doing. He discusses the idea of inspiring others to do well and provide great service. This is true of everyone; leaders, employees, or contractors within your company.

It should be no surprise that this is also the basis of PE-ER, the tool that helps you unlock the “real” potential of relationship capital. The currency of the 21st century. It tracks how well you keep your commitments or promises.

No, this is not a magic pill nor is it a silver bullet that will make everyone a super commitment maker.  It is a tool that will help you see how well you and others do and provide a process that can help build the disciplines necessary to encourage success.

Will some people game the system? Of course, I am sure we will have some, but the goal is to create an environment that is built on authenticity, integrity, transparency, and trust. My belief is that those who do game it will be exposed readily.

Why should you as a professional or a company track and monitor your commitments on a regular basis? Failing to keep your commitments is often perceived as an indication that you don’t care about your dream client, your employees, your stakeholders, their time, or their desired results. This can lead to static or even declining sales, reduced profits and high turnover of employees.

To answer the question of WHY, here are some to choose from and incorporate into your company culture:

 1.  Accountability is key to performance improvement. – With PE-ER, you can easily set very clear goals between leadership and employees, company and clients. It can help move you from discussion to execution more quickly.

2. Helps you to make fewer, better commitments. Leaders sometimes make promises that do not really help and leave stakeholders uncertain on the issues that do (i.e., can I trust you?).

3. Being specific, supported by tracking your key commitments. Leaders often do not really stop and think about what they are committing. Tracking helps you make promises you can keep and remember them over time. It also can help you sharpen your prioritization skills because you don’t really want to track every commitment, only those that are high value and high results.

4. Help build good habits: Always ask for a commitment from others. Leaders often fail to articulate the commitments they are asking others to make, which slows down follow-through on company commitments. Make requests not assignments. Be crystal clear on the expectations and agreements. Encourage trust and connection.

5. Learn to build bridges. Leaders tend to focus on what they own, yet the biggest barrier to keeping promises as a company is often the lack of coordination between groups. By tracking commitments, you can bridge the gaps in silos within the organization, small or large.

6. Helps you focus on clear, sustainable processes, not heroics. Leaders wear out employees’ goodwill if they rely on heroic efforts rather than investing in processes that make it easy to deliver. PE-ER can help individuals, teams and companies stay focused.

7. Always know what commitments you are inheriting in a new role. Leaders start new roles focused on making their mark, yet they can undermine trust if they don’t ask about prior commitments.

8. Learn to continually check for contradictions. Contradictions create distrust. Yet a company can easily end up speaking out of both sides of its mouth if related departments don’t talk. Cross-cultural discussions and commitments can really go afoul if not monitored.

9. Assemble a library of accomplishments. Can apply to the company or personal careers. Can be documented and demonstrated based on completed commitments if well documented.

10. Establish & demonstrate a Commitment Reliability Index – Today customers, suppliers, and employees want proof of what a company is capable of.  The same is true of employers looking for new employees. The CRI can be a results-based measurement that people can trust if done correctly.

11. Learn from failed commitments. Missed or error based commitments can provide a way for people or companies to evaluate and determine how to correct approaches and deliverables.

12. Learn to refine and ensure commitments of value! The higher the CRI the more valuable each individual commitment will be in the marketplace. Leaders could recognize success if they used PE-ER full time in the business.

13. Use to track or monitor commitments so you can be proactive in times of expansion or contraction making your company more agile & responsive.

14. Reduce the number of REDO’s – Improved completion of commitments results in delivered product or services with reduced redo’s improving the cost factor and erosion.

15. Concisely tracking can help keep your commitments realistic. – so often commitments are done in a casual, matter of fact way with little detail nor concern. This usually leads to erosion of trust, inconsistent delivery and declining utilization.

16. Keeping commitments can be profitable for all. It is relatively simple if people know that there is a high probability that you and your company will keep the commitments you make, the more likely they are to buy from you initially and continue to buy from you when you continue to support that same level of commitment. With PE-ER, you can demonstrate that with physical data, not just words.

17. Help monitor & demonstrate effective processes for ISO and CMS processes. Most quality systems like ISO and others require that certain tasks are completed on a regular basis. PE-ER could provide the confirmation of many of those tasks. It could be possible to generate a series of leaderboards that you could use for documentation at the time of certification.

18. Use as one component of reputation management for personal and company use. Tracking of personal and company commitments allows you do provide the background on anything where people are challenging your story.

19. Use Commitment Tracking as a Recognition program – PE-ER can provide both intrinsic and extrinsic motivation for employees if utilized well. By using the Commitment Reliability Index (CRI) you could create a quarterly discussion vehicle for each employee and manager which could possibly replace the performance appraisal.

20. Use CRI to build trust: When employees feel they are trusted to perform their job functions they have the freedom and confidence to engage creatively and participate in solving problems, which in turn creates a feeling of value, maximizing their contribution. And make sure keep any promises you make to them – broken promises will remove any feelings of trust they may have! Consistency is critical to sustaining trust.

21. Help create positive delegation – You can use the PE-ER tool to set up various commitments amongst your team that can be traced to an effective delegation process within the company.

22. PE-ER could be used to develop a series of Career growth plans for an individual. The PE-ER solution could provide intrinsic motivation to employees to get out of their comfort zones and move into their growth zone.

23. Built into PE-ER is the ability to provide honest, concise feedback! – Each commitment provides the requestor the ability to provide consistent, positive feedback to the maker. This can lead to better products, services, and relationships. Helps build transparency internally and externally within your company.

24. Use PE-ER as a Respect Builder within the company – By utilizing the Leader Boards you can provide a consistent way to help build respect between various groups, teams, clients or vendors.

25. Use PE-ER to encourage Face to Face discussions – Each commitment will require initial discussions and setting of expectations that can be done F2F to ensure clarity, conciseness, and agreement. It can also encourage F2F discussions when renegotiating the commitment, if necessary.

PE-ER is due to be released this summer.  We will be selecting a small group of beta users to give us feedback and ideas for future releases, so signup today for updates at Standardoftrust.com.  If you would like to build the foundation of the PE-ER process and app, please join us. Also, please give us your feedback on the why’s you would consider when using PE-ER.

There is a PE-ER LinkedIn group where you can join the conversation regarding the general topic of monitoring commitments and business value. The title is “PE-ER Social Business Credibility Leadership Group”.

You can also participate in our open Facebook group and give us your input on the platform and processes.  You are encouraged to provide feedback on how you would use the tool or what your expectations would be for the product in your business. Check it out at: PE-ER SaaS

What Does an Engaged Employee PEER Look Like?

ID-10020186 (2015_09_21 22_53_07 UTC)In previous articles, I have been focused on making and keeping commitments. I feel this is a critical component of success for every company and leader but too often we forget about what the follower’s roles are and how they impact an organization. The basis of our new PE-ER tool, coming this summer, is “Performing Excellence, Engaging Recognition” and we believe strongly that these attributes provide the basis for any organization.

Continue reading “What Does an Engaged Employee PEER Look Like?”

Can Your Company Be Counted ON?

ID-100264882 (2015_09_21 22_53_07 UTC)How often do you think, before you make a promise or commitment to someone? Do you even think about what will happen if you can’t deliver on your word? Does it really matter? Many would say that most promises are not tied to life and death situations so you can be flexible but in my opinion, YES, they really do matter.

Today, many are very casual about making promises and commitments. I find many times, that promises and commitments are made in a knee-jerk reaction with little or no real intention of keeping them. For example, how often have you uttered these words, “Let’s do lunch,” “I’ll call you later,” or “I’ll be there in a sec”. Do you realize that these are really examples of disposable promises or commitments?  They are often made but seldom kept in real life, whether personal or in business.

Continue reading “Can Your Company Be Counted ON?”

How to Develop & Sustain Commitment

RC_Venn DiagramIn my last article we discussed what commitment was and why it is important, so here we will look at some specific techniques, tasks or ideas that will assist you in building and sustaining commitment in yourself personally or your company.

In this article, I will refer to the organization and clients quite a bit but remember there are always parallels between the processes in organizations of all sizes, even solopreneurs.

You can refresh by reading my previous article here!

Up front, I recommend that you acknowledge and learn to work within the following guidelines of commitment management:

Continue reading “How to Develop & Sustain Commitment”