december 10, 2007 denise shields shields resource group h&hs performance measurements evaluating...
TRANSCRIPT
December 10, 2007December 10, 2007
Denise Shields
Shields Resource Group
H&HS Performance MeasurementsH&HS Performance Measurements
Evaluating and Aligning Existing Metrics Evaluating and Aligning Existing Metrics
Definitions
I. Why Measure?
II. Identifying Key Measures
III. Integrating Measures
ContentContent
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Performance Measures: Metrics that providefact based numerical information that quantifiesinput, output, and performance dimensions of products and services relevant to key strategies.
Scorecard: A balanced performance measurementsystem that provides broad view of key and harmonizedresults.
I. I. DefinitionsDefinitions
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Scorecard = DashboardScorecard = Dashboard
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II. Why Measure?II. Why Measure?
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To ensure a balance between the needs and requirements of our campus, customers, partners and team members
•To factually determine how well an individual and their organization did in progressing toward achievement of their mission and vision
•Aligns mission, vision, strategy, budget, workflow and personnel
•Provides team members with a clear understanding of what the organization values
•Identifies and quantifies opportunities for improvement or advancement
Why Measure?Why Measure?
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Improvement can not be made without measure
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III. Identifying Key III. Identifying Key MeasuresMeasures
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Common Problems with Most Measurement Systems
•Too much data
•All financial
•Lack of external comparison
•Measures driving wrong performance
•Lack of balance
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Measures Vary•Hard: Production, IT downtime, vacancy
•Soft: Employee satisfaction, absenteeism, injury rates
•Leading: Drivers such as future income, new leads, referral rate, intent to re-purchase
•Lagging: Outcomes such as expenses, grades in school, customer satisfaction, profit
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Key Measurement Systems Key Measurement Systems
Scorecard Measures should include…
• a link to Mission, Vision, and Strategies
• a mix of 18-25 key measures
• goals, actual results, benchmark comparisons, prior year results
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Components to Components to Measurement SystemsMeasurement Systems
•People (Customers and Employees)
•Processes (Improved business processes, learning and innovation)
•Financial (financial management)
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Balance Balance
PeoplePeople
ProcessesProcesses
FinancialFinancial
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Sample Metrics
People (Customers and Employees)•Customers
•Satisfaction (could be 3-5 key measures)•Return rates
•Employees•Satisfaction•Productivity•Retention/Promotions•Training/Education•Recognition
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Sample Metrics
Processes:•Work orders completed•Telephone hold times•Wait time for housing•Number of supplies delivered on time Financial:•Performance to budget•Expense control•Financial ratios•Cost per meal served
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IV. Integrating MeasuresIV. Integrating Measures
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To integrate Measures, linkage to To integrate Measures, linkage to Strategy is Key.Strategy is Key.
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6
P. Angelis
SLT
Managers
All the way to the people who do real work!
The Leadership Shadow
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Aligning Your Organization
Individual ProjectsNon-Aligned Department
Objectives= Standstill= Standstill
Company Direction Setbut no Mechanism to align
organization= Some Movement= Some Movement
Fully Aligned Linkageto achieve Company
Goals
Pre-Scorecard Organizational Scorecard
Workgroup and Individual Scorecard
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Cascading Dashboard System
H&HSMission/ Vision
Statement
Strategic Objective
# 1
Strategic Objective
# 2
Strategic Objective
# 3
Dashboard Measures
Dashboard Measures
Dashboard Measures
ManagersOperational Goals
ManagersOperational Goals
ManagersOperational Goals
Individual Goals
Individual Goals
Individual Goals
Individual Goals
Cascading Goals
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Guidelines for Development:
•Verify or develop Mission and VisionVerify or develop Mission and Vision•Verify strategiesVerify strategies•Develop key metricsDevelop key metrics•Verify or develop strategic plan linkageVerify or develop strategic plan linkage•Develop deployment planDevelop deployment plan•Develop collection planDevelop collection plan•Assign ownershipAssign ownership•Communicate throughout organizationCommunicate throughout organization
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Good Luck!!Good Luck!!
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