Assessing Organizational Effectiveness: The Performance Effectiveness Management System at the University of Arizona Library

TEAM STRATEGIC FRAMEWORK zShared Vision zTeam Mission zCustomers / Stakeholders zMission Critical Processes zPerformance Measures zQuality Standards zData Gathering Methodologies zFuture Competencies zProjects and Activities Planned to Achieve Quality Standards zIndividual Performance Goals zIndividual Learning Goals zPeer Developmental Reviews zCareer Progression, Promotion Library, Team and Individual Strategic Alignment

Organization Effectiveness: 3 Critical Factors u Evidence of External Focus u Evidence of Valuing Outcomes u Evidence of Organizational Resolve –R. Cullen.Northumbria Conference, 1998

Drivers t Performance Appraisal System Needed _ individuals _ teams t Meeting Customer Expectations? t Strategic Alignment of Work t Staff Want Clear Work Expectations

Assumptions u Members more committed and productive if expectations and measures of success are clear zTeam members share accountability for prioritization of work and results for customers u Feedback is key to continued improvement zStructure, time, financial support are needed

Team Strategic Framework Current and Future Situation Analysis = Data and Information on: u assessment of customers’ needs and expected outcomes u understanding of work processes and products and services u current and potential suppliers

Team Strategic Framework zTeam Shared Vision of “Success in 2005” zTeam Mission--activities, services and products for which customers zCustomers and Stakeholders: primary, secondary, tertiary

Team Strategic Framework zMission Critical Areas/Processes = delineation of activities that are most important for mission achievement and customer satisfaction

Team Strategic Framework Performance Measures: = quantitative/qualitative indicators of success Types: s Output/Extent s Outcome s Quality (efficiency, accuracy, cycle time, reliability s Cost (per unit, per customer s Return on Investment (stakeholder perspective) s Learning Opportunity

Team Strategic Framework Quality Standards: = specific, measurable desired levels of performance or quality that customers or stakeholders would expect regarding a service or product

Team Strategic Framework Data Gathering Methodologies: = methods for collecting data/information to know whether the quality standard is being met è measurement of process è measurement of customers’ satisfaction

Team Strategic Framework Future Competencies Needed by the Team = skills, abilities and knowledge that will be needed to reach the Quality Standard--in the future

Team Strategic Framework Projects or Activities = the most important actions that the team can take to meet Quality Standards u sub-team, cross-team projects u individual projects or work u individual, sub-group learning

Team Strategic Framework Individual Performance Goals: Actions that will be taken to achieve QS S pecific M easurable A ttainable R esults-Oriented T imely

Team Strategic Framework Individual Learning Goals Actions to be taken to learn and apply new skills related to performance goals or the team’s future work: S*M*A*R*T

Team Strategic Framework Peer Developmental Reviews v report of progress/problems v summary feedback and support v 3 times per year v member of team and others with knowledge and commitment to support success v Summarized and filed with Team Leader v Team Leader assesses for further coaching

Challenges r Customer-based Quality Standards r Needs assessment r Building team commitment--time for process r Determining appropriate measures--outcome! r Data gathering and analysis r Fear of goal setting and honest report of progress r Feedback skills r Taking time for reflection, support, celebration