Pauline Sandford, Chairperson & Joe Gorman, Chief Executive Performing in the present, building capabilities for the future

Overview Performing in the present… …building capabilities for the future ✓ Performance measurement: lessons learned Learning & flexibility

Performing in the present…lessons learned (using Hammer’s ‘7 Deadly Sins’ framework) Results in: Focus measurement on core end-to-end processes, not functions Deciding what to measure 1 Concentrate your measurement on the drivers of these processes, not just the outcomes 1 value for customers a common focus & brings people together challenging traditional assumptions a thorough understanding of what really affects performance

Performing in the present…lessons learned Results in: Clearly define the measurement – leave no doubts or room for dispute Measure in the right way (1) 1 Always pursue accuracy 1 no ambiguity and no room for ‘interpretation’ the gap between reality & what’s being measured being closed

Performing in the present…lessons learned Results in: Keep an eye on overheads Measure in the right way (2) 1 Beware of humans! 1 simple, convenient & inexpensive measures Measures designed with the potential for undesired behaviours in mind

Performing in the present…lessons learned Results in: Be clear about who performs each measurement area Use Measurement Systematically 1 Have a target for each measurement 1 responsibility-taking & accountability something to compare performance against a basis to start identifying what is and what’s not working

Performing in the present…lessons learned Results in: Manager’s must insist on getting & using good measures Create a measurement-friendly culture 1 Recognise achievement through measure use & critically question success that cannot be explained using measures 1 attitudes committing to measurement use manager commitment to measurement use an emphasis that measures are important

…building capabilities for the future Shared ideas & common purpose Value for customers & a viable future 1 Demand value from each other & our partners 1 listening & learning (starting at the point of service delivery) teamworking, procurement & management interventions experimentation, innovation, evaluation... 1 Never stand still from: