December 10, 2007 Denise Shields Shields Resource Group H&HS Performance Measurements Evaluating and Aligning Existing Metrics

Definitions I. I.Why Measure? II. II.Identifying Key Measures III. III.Integrating Measures Content Shields Resource Group. Solutions for Better Business Results. Period

Performance Measures: Metrics that provide fact based numerical information that quantifies input, output, and performance dimensions of products and services relevant to key strategies. Scorecard: A balanced performance measurement system that provides broad view of key and harmonized results. I. Definitions Shields Resource Group. Solutions for Better Business Results. Period

Scorecard = Dashboard Scorecard = Dashboard Shields Resource Group. Solutions for Better Business Results. Period

II. Why Measure? Shields Resource Group. Solutions for Better Business Results. Period

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? Shields Resource Group. Solutions for Better Business Results. Period

Improvement can not be made without measure Shields Resource Group. Solutions for Better Business Results. Period

III. Identifying Key Measures Shields Resource Group. Solutions for Better Business Results. Period

Common Problems with Most Measurement Systems Too much data All financial Lack of external comparison Measures driving wrong performance Lack of balance Shields Resource Group. Solutions for Better Business Results. Period

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 Shields Resource Group. Solutions for Better Business Results. Period

Key Measurement Systems Scorecard Measures should include… a link to Mission, Vision, and Strategies a mix of key measures goals, actual results, benchmark comparisons, prior year results Shields Resource Group. Solutions for Better Business Results. Period

Components to Measurement Systems People (Customers and Employees) Processes (Improved business processes, learning and innovation) Financial (financial management) Shields Resource Group. Solutions for Better Business Results. Period

Balance People People Processes Processes Financial Shields Resource Group. Solutions for Better Business Results. Period

Sample Metrics People (Customers and Employees) Customers Satisfaction (could be 3-5 key measures) Return rates Employees Satisfaction Productivity Retention/Promotions Training/Education Recognition Shields Resource Group. Solutions for Better Business Results. Period

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 Shields Resource Group. Solutions for Better Business Results. Period

IV. Integrating Measures Shields Resource Group. Solutions for Better Business Results. Period

To integrate Measures, linkage to Strategy is Key. To integrate Measures, linkage to Strategy is Key. Shields Resource Group. Solutions for Better Business Results. Period

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 Shields Resource Group. Solutions for Better Business Results. Period

Good Luck!! Shields Resource Group. Solutions for Better Business Results. Period