Introduction to the Workforce Strengthening Performance Management Toolkit
Project Last Mile has created this Workforce Strengthening Performance Management Toolkit to help healthcare workers in Africa improve how they deliver essential medicines to patients. This toolkit is designed to improve the way medicines are distributed from local storage hubs to health facilities and made available to patients where and when they need them the most.
Since 2009, Project Last Mile has been using best practices and solutions from the Coca-Cola ecosystem in Africa to strengthen health systems through last mile delivery (LMD). Harnessing a team of experts to adapt private sector methodologies, Project Last Mile facilitates the translation of LMD models into effective health strategies for Africa.
The toolkit consists of two sections: LMD model fundamentals and performance management process.
Once the LMD team has designed and effected an appropriate LMD model, using the information shared in Section 1, the LMD supervisor should support each LMD team member in constructing their performance and development plan. Each team member will be responsible for delivering certain aspects of the overall LMD model based on their specific role in the team.
What’s in the Toolkit?
The Toolkit consists of a 40-page booklet which describes when and how to use the tools. The 16 tools are available as downloadable Word or Excel documents.
You can access the entire toolkit in English or French.
We recommend beginning with the booklet and then accessing or viewing the tools at the specified points mentioned in the booklet. To make it easier, we have provided a list of tools for each section below.
Section 1: LMD model fundamentals
Using the principles of LMD model design successfully used by the Coca-Cola System in Africa to optimize customer service and distribution of beverages, Project Last Mile has adapted these for public health systems in Africa. This helps guide local health systems to understand what an optimal LMD model looks like that is appropriate for their local operating environment. By establishing what a good LMD model looks like for the local context, it becomes possible to understand how LMD staff, such as delivery drivers, helpers, logistics assistants, and delivery supervisors, can be encouraged to positively impact their performance through performance management techniques and practices.
Last mile delivery performance management tools:
- 1. A Look of success
- 1.B Customer service architecture
- 1.C Health facility LMD service performance model
- 1.D Service visit capacity framework
- 1.E Service visit capacity framework
- 1.F Steps of the visit
- 1.G LMD management dashboard
- 1. H LMD management dashboard template
- 1. J Examples of KPIs and metrics
Section 2: Performance management process
Once a good LMD model is established, tools can be introduced to help improve the performance of LMD staff working in public health systems in Africa. These tools are designed to make the LMD staff more effective and efficient in executing the LMD model. Once the LMD model is established, a performance management process can be established to continuously improve the effectiveness and efficiency of the LMD staff and therefore the LMD model.
The LMD model design is typically a periodic activity, while the performance management process is ongoing with periodic review sessions between supervisors and employees to continuously build and develop the organization’s capability to improve LMD effectiveness and efficiency.
Performance management tools:
- 2.A Job description template
- 2.B Example job description: LMD Supervisor
- 2.C Performance and development review template
- 2.D Example performance and development review: LMD Supervisor
- 2.E Difficult conversation template
- 2.F 70 20 10 Development plan template
- 2.G Grow model template
For more information
For more information on this toolkit or how to use it email info@projectlastmile.com.
This toolkit is funded and supported by USAID.
The content and information provided in this toolkit is the responsibility of Project Last Mile and is not official United States government information and does not necessarily represent the views or positions of USAID or the United States Government.