1. Tennessee Center for Performance Excellence Section 3 – Evaluating Results

2. 2 Criteria Key Characteristics “The Criteria focus on results,” so.. What should I be looking for? How do I evaluate what I find? What do I do with the results of my evaluation?

3. 3 What Should I be Looking for? Expected Results Appropriate Comparisons Important Segmentation

4. 4 Expected Results Responses to Process Criteria Questions should provide Process outputs and outcomes Performance measures used to manage and improve processes Key Product and Service Descriptions should provide Features important to customers

5. 5 Expected Results

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10. 10 Expected Results

11. 11 Expected Results

12. 12 Appropriate Comparisons “Performance is examined relative to competitors and/or other organizations providing similar products and services” “Include appropriate comparative data”

13. 13 Appropriate Comparisons

14. 14 Appropriate Comparisons

15. 15 Important Segmentation “Segment your results...”

16. 16 Important Segmentation

17. 17 Important Segmentation

18. 18 Important Segmentation

19. 19 Important Segmentation

20. 20 How Do I Evaluate Performance? Performance is generally presented in one of three ways Charts/Graphs Tables Narrative

21. 21 How Do I Evaluate Performance?

22. 22 How Do I Evaluate Performance? Importance Performance Level/ Relative Performance Rate of Improvement (Trend) Coverage

23. 23 How Do I Evaluate Performance?

24. 24 How Do I Evaluate Performance?

25. 25 How Do I Evaluate Performance?

26. 26 How Do I Evaluate Performance?

27. 27 How Do I Evaluate Performance?

28. 28 How Do I Evaluate Performance?

29. 29 How Do I Evaluate Performance?

30. 30 How Do I Evaluate Performance?

31. End of Section 3