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Program Analysis Using the MacMillan Matrix and Related Tools

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1 Program Analysis Using the MacMillan Matrix and Related Tools
Shelly M. Schnupp SMS and Associates Program Analysis Using the MacMillan Matrix and Related Tools YWCA Great Lakes Alliance July 2012

2 Why Program Analysis? Greater demand for accountability
More competition….for funding and customers Increasing demand for fewer resources Changing needs, evolving environments Few are no programs are forever

3 …Nonprofits are Responding
Facing facts Refocusing on mission Competing where appropriate Avoiding duplication Maximizing strengths Increasing partnerships and collaborations

4 The MacMillan Matrix Developed by Ian MacMillan
Designed to help nonprofits assess their programs for sustainability, especially in light of scarce resources Modifications and complementary tools developed by SMS and Associates

5 Guiding Principles Unnecessary duplication fragments limited resources; weakens providers, decreases quality Greater focus, instead of being all things to all people, can result in higher quality Increasing demand for resources requires change in approaches

6 Key Questions MM Helps Nonprofits Answer
Are we engaged in any services which, if eliminated, would cause consumers irreplaceable loss? Are we spreading ourselves too thin, without the capacity to sustain ourselves? Should we work cooperatively with another organization to provide services? How well does our program portfolio fit with our mission and vision? Are we the best organization to provide this service? What is the competitive strength of each of our programs?

7 Matrix Criteria Fit Economic Attractiveness Alternate Coverage
Competitive Position

8 1. Fit -- degree to which a program "belongs" or fits within an organization (Good or Poor)
Congruence with mission/purpose vision? Address ywca brand? Hallmarks? Organization has existing skills and competencies? Able to share resources and coordinate activities with other programs?

9 2. Economic Attractiveness— revenue availability (High or Low)
Current stable funding? (consider all costs, including overhead) High appeal to funders, supporters? High market demand? Measurable, reportable outcomes/results?

10 3. Alternate Coverage-- competition (High or Low)
Are similar services provided? Do customers have many other choices? Competitors now and future?

11 4. Competitive Position-- stronger capability and potential to deliver the service than current or emerging competitors (Strong or Weak) Good location, logistical delivery system? Will customers remain? Grow? Is quality superior? Record of securing grants, funding? Stable staffing? Ability to maintain and continually increase competency? Cost effective? Strong connections with consumers and stakeholders?

12 Program Analysis Steps
1. Preparation 2. Implementation 3. Analysis 4. Action

13 1. Preparation Assemble analysis team
Staff Board Assemble Program Profiles— distribute to team in advance

14 Program Profile Program purpose and history
Customer Profile—who is targeted, served, trends, challenges Primary program activities—addresses hallmark areas? Outcomes--customer and other Funding—sources, trends, deficits Staffing—requirements, status and challenges Competition—others currently providing or planning to provide the same or similar services Factors that distinguish this program from similar or other efforts Other groups/ organizations the program does or should interact with and how Other special Issues both positive and negative

15 1. Preparation (continued)
Assemble analysis team Staff Board Assemble Program Profiles— distribute to team in advance Distribute first part of Program Analysis handouts (Overview, steps, Program Profile form and example, Criteria & Ratings Worksheet) Identify additional information Mission, Vision Strategic Plan

16 2. Implementation Present, review program profiles and discuss
Classify each program according to 4 criteria Alone, silently Discuss, reach group consensus

17 Matrix Criteria Fit Economic Attractiveness Alternate Coverage
Competitive Position

18 2. Implementation (continued)
Present, review program profiles and discuss Classify each program according to 4 criteria Alone, silently Discuss, reach group consensus Note decisions on Worksheet

19 MacMillan Matrix Worksheet Economic Attractiveness
Program Fit Economic Attractiveness Alternate Coverage Competitive Position Good Poor High Low Strong Weak Program A x Program B Program C Program D

20 2. Implementation Present, review program profiles and discuss
Classify each program according to 4 criteria Alone, silently Discuss, reach group consensus Note decisions on MM Worksheet Place Programs on the M Matrix (distribute remaining sections of Program Analysis handouts—Applying Results, Matrix and Cell Definitions.)

21 High Economic Attractiveness (Easy to attract resources for support)
MacMillan Matrix High Economic Attractiveness (Easy to attract resources for support) Low Econonic Attractiveness (Difficult to attract resources for support) Alternate Coverage HIGH LOW Strong Competitive Position 1. Aggressive Competition 2. Aggressive Growth 5. Reinforce Best Competitor or Find Partner 6. “Soul of the Agency” Program A GOOD FIT Weak Competitive Position 3. Aggressive Divestment 4. Invest, Find Partner or Divest 7. Consider Partner or Divest 8. Find Partner or Divest 9. Aggressive Divestment 10. Orderly Divestment POOR FIT

22 3. Analyze Results What do cell recommendations suggest?
Implications for Individual Programs? What does our Program Portfolio Look Like? What are the implications for the future? For organizational sustainability?

23 4. Take Action Develop plan for implementing results Implement Plan
Use results in strategic planning

24 Using the Criteria to Rate Programs

25 Matrix Criteria Fit Economic Attractiveness Alternate Coverage
Competitive Position

26 MacMillan Matrix Worksheet Economic Attractiveness
Program Fit Economic Attractiveness Alternate Coverage Competitive Position Good Poor High Low Strong Weak Job Training Other program Other Program

27 1. Fit -- degree to which a program "belongs" or fits within an organization (Good or Poor)
Congruence with mission/purpose vision? Address ywca brand? Hallmarks? Organization has existing skills and competencies? Able to share resources and coordinate activities with other programs?

28 MacMillan Matrix Worksheet Economic Attractiveness
Program Fit Economic Attractiveness Alternate Coverage Competitive Position Good Poor High Low Strong Weak Job Training X Other program Other Program

29 2. Economic Attractiveness— revenue availability (High or Low)
Current stable funding? (consider all costs, including overhead) High appeal to funders, supporters? High market demand? Measurable, reportable outcomes/results?

30 MacMillan Matrix Worksheet Economic Attractiveness
Program Fit Economic Attractiveness Alternate Coverage Competitive Position Good Poor High Low Strong Weak Job Training X Other program Other Program

31 3. Alternate Coverage-- competition (High or Low)
Are similar services provided? Do customers have many other choices? Competitors now and future?

32 MacMillan Matrix Worksheet Economic Attractiveness
Program Fit Economic Attractiveness Alternate Coverage Competitive Position Good Poor High Low Strong Weak Job Training X Other program Other Program

33 4. Competitive Position-- stronger capability and potential to deliver the service than current or emerging competitors (Strong or Weak) Good location, logistical delivery system? Will customers remain? Grow? Is quality superior? Record of securing grants, funding? Stable staffing? Ability to maintain and continually increase competency? Cost effective? Strong connections with consumers and stakeholders?

34 MacMillan Matrix Worksheet Economic Attractiveness
Program Fit Economic Attractiveness Alternate Coverage Competitive Position Good Poor High Low Strong Weak Job Training X Other program Other Program

35 Placing Programs on the MacMillan Matrix

36 MacMillan Matrix Worksheet Economic Attractiveness
Program Fit Economic Attractiveness Alternate Coverage Competitive Position Good Poor High Low Strong Weak Job Training X Racial Justice Women’s Leader-ship Child Tutoring

37 Job Training Fit: GOOD High Econ. Attractiveness
MacMillan Matrix High Econ. Attractiveness (Easy to attract resources for support) Low Econ. Attractiveness (Difficult to attract resources for support) Alternate Coverage HIGH LOW Strong Competitive Position 1. Aggressive Competition 2. Aggressive Growth 5. Reinforce Best Competitor or Find Partner 6. “Soul of the Agency” GOOD FIT Weak Competitive Position 3. Aggressive Divestment 4. Invest, Find Partner or Divest 7. Consider Partner or Divest 8. Find Partner or Divest 9. Aggressive Divestment 10. Orderly Divestment POOR FIT

38 MacMillan Matrix Worksheet Economic Attractiveness
Program Fit Economic Attractiveness Alternate Coverage Competitive Position Good Poor High Low Strong Weak Job Training X Racial Justice Women’s Leader-ship Child Tutoring

39 Econ. Attractiveness: HIGH
Job Training Econ. Attractiveness: HIGH MacMillan Matrix High Econ. Attractiveness (Easy to attract resources for support) Low Econ. Attractiveness (Difficult to attract resources for support) Alternate Coverage HIGH LOW Strong Competitive Position 1. Aggressive Competition 2. Aggressive Growth 5. Reinforce Best Competitor or Find Partner 6. “Soul of the Agency” GOOD FIT Weak Competitive Position 3. Aggressive Divestment 4. Invest, Find Partner or Divest 7. Consider Partner or Divest 8. Find Partner or Divest 9. Aggressive Divestment 10. Orderly Divestment POOR FIT

40 MacMillan Matrix Worksheet Economic Attractiveness
Program Fit Economic Attractiveness Alternate Coverage Competitive Position Good Poor High Low Strong Weak Job Training X Racial Justice Women’s Leader-ship Child Tutoring

41 Alternate Coverage: LOW
Job Training Alternate Coverage: LOW MacMillan Matrix High Econ. Attractiveness (Easy to attract resources for support) Low Econ. Attractiveness (Difficult to attract resources for support) Alternate Coverage HIGH LOW Strong Competitive Position 1. Aggressive Competition 2. Aggressive Growth 5. Reinforce Best Competitor or Find Partner 6. “Soul of the Agency” GOOD FIT Weak Competitive Position 3. Aggressive Divestment 4. Invest, Find Partner or Divest 7. Consider Partner or Divest 8. Find Partner or Divest 9. Aggressive Divestment 10. Orderly Divestment POOR FIT

42 MacMillan Matrix Worksheet Economic Attractiveness
Program Fit Economic Attractiveness Alternate Coverage Competitive Position Good Poor High Low Strong Weak Job Training X Racial Justice Women’s Leader-ship Child Tutoring

43 Job Training High Econ. Attractiveness
MacMillan Matrix Job Training High Econ. Attractiveness (Easy to attract resources for support) Low Econ. Attractiveness (Difficult to attract resources for support) Alternate Coverage HIGH LOW Strong Competitive Position 1. Aggressive Competition 2. Aggressive Growth 5. Reinforce Best Competitor or Find Partner 6. “Soul of the Agency” GOOD FIT Weak Competitive Position 3. Aggressive Divestment 4. Invest, Find Partner or Divest JOB TRAINING 7. Consider Partner or Divest 8. Find Partner or Divest 9. Aggressive Divestment 10. Orderly Divestment POOR FIT

44 Cell 4. Invest, Find Partner, or Divest.
Worthwhile investment when resources available for improving its competitive position -- after programs in Cell 1 have been taking care of. If investment resources do not exist, become candidates for finding a partner. There is opportunity here due to the availability of resources and low competition that could be pursued with a strategic partner. If neither alternative works out, abandon the programming -- it is unlikely to assume a competitive position on its own.

45 MacMillan Matrix Worksheet Economic Attractiveness
Program Fit Economic Attractiveness Alternate Coverage Competitive Position Good Poor High Low Strong Weak Job Training X Racial Justice Women’s Leader-ship Child Tutoring

46 Racial Justice Fit: GOOD High Econ. Attractiveness
MacMillan Matrix High Econ. Attractiveness (Easy to attract resources for support) Low Econ. Attractiveness (Difficult to attract resources for support) Alternate Coverage HIGH LOW Strong Competitive Position 1. Aggressive Competition 2. Aggressive Growth 5. Reinforce Best Competitor or Find Partner 6. “Soul of the Agency” GOOD FIT Weak Competitive Position 3. Aggressive Divestment 4. Invest, Find Partner or Divest 7. Consider Partner or Divest 8. Find Partner or Divest 9. Aggressive Divestment 10. Orderly Divestment POOR FIT

47 MacMillan Matrix Worksheet Economic Attractiveness
Program Fit Economic Attractiveness Alternate Coverage Competitive Position Good Poor High Low Strong Weak Job Training X Racial Justice Women’s Leader-ship Child Tutoring

48 Econ. Attractiveness: LOW
Racial Justice Econ. Attractiveness: LOW MacMillan Matrix High Econ. Attractiveness (Easy to attract resources for support) Low Econ. Attractiveness (Difficult to attract resources for support) Alternate Coverage HIGH LOW Strong Competitive Position 1. Aggressive Competition 2. Aggressive Growth 5. Reinforce Best Competitor or Find Partner 6. “Soul of the Agency” GOOD FIT Weak Competitive Position 3. Aggressive Divestment 4. Invest, Find Partner or Divest 7. Consider Partner or Divest 8. Find Partner or Divest 9. Aggressive Divestment 10. Orderly Divestment POOR FIT

49 MacMillan Matrix Worksheet Economic Attractiveness
Program Fit Economic Attractiveness Alternate Coverage Competitive Position Good Poor High Low Strong Weak Job Training X Racial Justice Women’s Leader-ship Child Tutoring

50 Alternate Coverage: LOW
Racial Justice Alternate Coverage: LOW MacMillan Matrix High Econ. Attractiveness (Easy to attract resources for support) Low Econ. Attractiveness (Difficult to attract resources for support) Alternate Coverage HIGH LOW Strong Competitive Position 1. Aggressive Competition 2. Aggressive Growth 5. Reinforce Best Competitor or Find Partner 6. “Soul of the Agency” GOOD FIT Weak Competitive Position 3. Aggressive Divestment 4. Invest, Find Partner or Divest 7. Consider Partner or Divest 8. Find Partner or Divest 9. Aggressive Divestment 10. Orderly Divestment POOR FIT

51 MacMillan Matrix Worksheet Economic Attractiveness
Program Fit Economic Attractiveness Alternate Coverage Competitive Position Good Poor High Low Strong Weak Job Training X Racial Justice Women’s Leader-ship Child Tutoring

52 Competitive Pos: STRONG
Racial Justice Competitive Pos: STRONG MacMillan Matrix High Econ. Attractiveness (Easy to attract resources for support) Low Econ. Attractiveness (Difficult to attract resources for support) Alternate Coverage HIGH LOW Strong Competitive Position 1. Aggressive Competition 2. Aggressive Growth 5. Reinforce Best Competitor or Find Partner 6. “Soul of the Agency” RACIAL JUSTICE GOOD FIT Weak Competitive Position 3. Aggressive Divestment 4. Invest, Find Partner or Divest 7. Consider Partner or Divest 8. Find Partner or Divest 9. Aggressive Divestment 10. Orderly Divestment POOR FIT

53 Cell 6. Soul of the Agency. Do not have easy access to resources on their own Agency is committed to delivering even at the cost of subsidizing with resources from other programs Makes special or unique contribution to customers and mission No organization can afford to support an unlimited number of "soul" programs

54 MacMillan Matrix Worksheet Economic Attractiveness
Program Fit Economic Attractiveness Alternate Coverage Competitive Position Good Poor High Low Strong Weak Job Training X Racial Justice Women’s Leader-ship Child Tutoring

55 Women’s Leadership Fit: GOOD High Econ. Attractiveness
MacMillan Matrix High Econ. Attractiveness (Easy to attract resources for support) Low Econ. Attractiveness (Difficult to attract resources for support) Alternate Coverage HIGH LOW Strong Competitive Position 1. Aggressive Competition 2. Aggressive Growth 5. Reinforce Best Competitor or Find Partner 6. “Soul of the Agency” GOOD FIT Weak Competitive Position 3. Aggressive Divestment 4. Invest, Find Partner or Divest 7. Consider Partner or Divest 8. Find Partner or Divest 9. Aggressive Divestment 10. Orderly Divestment POOR FIT

56 MacMillan Matrix Worksheet Economic Attractiveness
Program Fit Economic Attractiveness Alternate Coverage Competitive Position Good Poor High Low Strong Weak Job Training X Racial Justice Women’s Leader-ship Child Tutoring

57 Econ. Attractiveness: HIGH
Women’s Leadership Econ. Attractiveness: HIGH MacMillan Matrix High Econ. Attractiveness (Easy to attract resources for support) Low Econ. Attractiveness (Difficult to attract resources for support) Alternate Coverage HIGH LOW Strong Competitive Position 1. Aggressive Competition 2. Aggressive Growth 5. Reinforce Best Competitor or Find Partner 6. “Soul of the Agency” GOOD FIT Weak Competitive Position 3. Aggressive Divestment 4. Invest, Find Partner or Divest 7. Consider Partner or Divest 8. Find Partner or Divest 9. Aggressive Divestment 10. Orderly Divestment POOR FIT

58 MacMillan Matrix Worksheet Economic Attractiveness
Program Fit Economic Attractiveness Alternate Coverage Competitive Position Good Poor High Low Strong Weak Job Training X Racial Justice Women’s Leader-ship Child Tutoring

59 Alternate Coverage: LOW
Women’s Leadership Alternate Coverage: LOW MacMillan Matrix High Econ. Attractiveness (Easy to attract resources for support) Low Econ. Attractiveness (Difficult to attract resources for support) Alternate Coverage HIGH LOW Strong Competitive Position 1. Aggressive Competition 2. Aggressive Growth 5. Reinforce Best Competitor or Find Partner 6. “Soul of the Agency” GOOD FIT Weak Competitive Position 3. Aggressive Divestment 4. Invest, Find Partner or Divest 7. Consider Partner or Divest 8. Find Partner or Divest 9. Aggressive Divestment 10. Orderly Divestment POOR FIT

60 MacMillan Matrix Worksheet Economic Attractiveness
Program Fit Economic Attractiveness Alternate Coverage Competitive Position Good Poor High Low Strong Weak Job Training X Racial Justice Women’s Leader-ship Child Tutoring

61 Competitive Position: STRONG
Women’s Leadership Competitive Position: STRONG MacMillan Matrix High Econ. Attractiveness (Easy to attract resources for support) Low Econ. Attractiveness (Difficult to attract resources for support) Alternate Coverage HIGH LOW Strong Competitive Position 1. Aggressive Competition 2. Aggressive Growth WOMEN’S LEADERSHIP 5. Reinforce Best Competitor or Find Partner 6. “Soul of the Agency” GOOD FIT Weak Competitive Position 3. Aggressive Divestment 4. Invest, Find Partner or Divest 7. Consider Partner or Divest 8. Find Partner or Divest 9. Aggressive Divestment 10. Orderly Divestment POOR FIT

62 Cell 2. Aggressive Growth.
There are substantial resources, plentiful consumers, and few competitors High priority for attention as the organization given significant opportunity to build market share. As others recognize the organization's success, the competition will increase -- so timely investment in growth is imperative.

63 MacMillan Matrix Worksheet Economic Attractiveness
Program Fit Economic Attractiveness Alternate Coverage Competitive Position Good Poor High Low Strong Weak Job Training X Racial Justice Women’s Leader-ship Child Tutoring

64 Child Tutoring Fit: POOR High Econ. Attractiveness
MacMillan Matrix High Econ. Attractiveness (Easy to attract resources for support) Low Econ. Attractiveness (Difficult to attract resources for support) Alternate Coverage HIGH LOW Strong Competitive Position 1. Aggressive Competition 2. Aggressive Growth 5. Reinforce Best Competitor or Find Partner 6. “Soul of the Agency” GOOD FIT Weak Competitive Position 3. Aggressive Divestment 4. Invest, Find Partner or Divest 7. Consider Partner or Divest 8. Find Partner or Divest 9. Aggressive Divestment 10. Orderly Divestment POOR FIT

65 MacMillan Matrix Worksheet Economic Attractiveness
Program Fit Economic Attractiveness Alternate Coverage Competitive Position Good Poor High Low Strong Weak Job Training X Racial Justice Women’s Leader-ship Child Tutoring

66 Econ. Attractiveness: LOW
Child Tutoring Econ. Attractiveness: LOW MacMillan Matrix High Econ. Attractiveness (Easy to attract resources for support) Low Econ. Attractiveness (Difficult to attract resources for support) Alternate Coverage HIGH LOW Strong Competitive Position 1. Aggressive Competition 2. Aggressive Growth 5. Reinforce Best Competitor or Find Partner 6. “Soul of the Agency” GOOD FIT Weak Competitive Position 3. Aggressive Divestment 4. Invest, Find Partner or Divest 7. Consider Partner or Divest 8. Find Partner or Divest 9. Aggressive Divestment 10. Orderly Divestment POOR FIT

67 MacMillan Matrix Worksheet Economic Attractiveness
Program Fit Economic Attractiveness Alternate Coverage Competitive Position Good Poor High Low Strong Weak Job Training X Racial Justice Women’s Leader-ship Child Tutoring

68 Alternate Coverage: HIGH
Child Tutoring Alternate Coverage: HIGH MacMillan Matrix High Econ. Attractiveness (Easy to attract resources for support) Low Econ. Attractiveness (Difficult to attract resources for support) Alternate Coverage HIGH LOW Strong Competitive Position 1. Aggressive Competition 2. Aggressive Growth 5. Reinforce Best Competitor or Find Partner 6. “Soul of the Agency” GOOD FIT Weak Competitive Position 3. Aggressive Divestment 4. Invest, Find Partner or Divest 7. Consider Partner or Divest 8. Find Partner or Divest 9. Aggressive Divestment 10. Orderly Divestment POOR FIT

69 MacMillan Matrix Worksheet Economic Attractiveness
Program Fit Economic Attractiveness Alternate Coverage Competitive Position Good Poor High Low Strong Weak Job Training X Racial Justice Women’s Leader-ship Child Tutoring

70 Competitive Pos: STRONG
Child Tutoring Competitive Pos: STRONG MacMillan Matrix High Econ. Attractiveness (Easy to attract resources for support) Low Econ. Attractiveness (Difficult to attract resources for support) Alternate Coverage HIGH LOW Strong Competitive Position 1. Aggressive Competition 2. Aggressive Growth 5. Reinforce Best Competitor or Find Partner 6. “Soul of the Agency” GOOD FIT Weak Competitive Position 3. Aggressive Divestment 4. Invest, Find Partner or Divest 7. Consider Partner or Divest 8. Find Partner or Divest 9. Aggressive Divestment 10. Orderly Divestment CHILD TUTORING POOR FIT

71 Cell 10. Orderly Divestment.
This program is both unattractive and a poor fit. However, it is desirable to eliminate these services gradually and if at all possible without harm to consumers.

72 Reviewing Results How sustainable is our service portfolio?
Can and should we do something to improve the position of some programs? What are our next steps?

73 High Econ. Attractiveness (Easy to attract resources for support)
MacMillan Matrix High Econ. Attractiveness (Easy to attract resources for support) Low Econ. Attractiveness (Difficult to attract resources for support) Alternate Coverage HIGH LOW Strong Competitive Position 1. Aggressive Competition 2. Aggressive Growth WOMEN’S LEADERSHIP 5. Reinforce Best Competitor or Find Partner 6. “Soul of the Agency” RACIAL JUSTICE GOOD FIT Weak Competitive Position 3. Aggressive Divestment 4. Invest, Find Partner or Divest JOB TRAINING 7. Consider Partner or Divest 8. Find Partner or Divest 9. Aggressive Divestment 10. Orderly Divestment CHILD TUTORING POOR FIT

74 High Econ. Attractiveness (Easy to attract resources for support)
MacMillan Matrix High Econ. Attractiveness (Easy to attract resources for support) Low Econ. Attractiveness (Difficult to attract resources for support) Alternate Coverage HIGH LOW Strong Competitive Position 1. Aggressive Competition FINANCIAL LITERACY 2. Aggressive Growth 5. Reinforce Best Competitor or Find Partner 6. “Soul of the Agency” RACIAL JUSTICE TEEN GIRLS GOOD FIT Weak Competitive Position 3. Aggressive Divestment 4. Invest, Find Partner or Divest 7. Consider Partner or Divest 8. Find Partner or Divest 9. Aggressive Divestment 10. Orderly Divestment AQUA FITNESS POOR FIT

75 High Econ. Attractiveness (Easy to attract resources for support)
MacMillan Matrix High Econ. Attractiveness (Easy to attract resources for support) Low Econ. Attractiveness (Difficult to attract resources for support) Alternate Coverage HIGH LOW Strong Competitive Position 1. Aggressive Competition 2. Aggressive Growth FINANICAL LITERACY 5. Reinforce Best Competitor or Find Partner WOMEN’S FITNESS 6. “Soul of the Agency” RJ EDUCATION GOOD FIT Weak Competitive Position 3. Aggressive Divestment 4. Invest, Find Partner or Divest JOB TRAINING 7. Consider Partner or Divest 8. Find Partner or Divest 9. Aggressive Divestment 10. Orderly Divestment POOR FIT

76 Program Analysis Applications
Generate data for strategic planning Check on “hunches” or assumptions Analyze programs against new vision, strategic plan Evaluate new program ideas, opportunities

77 Tips for Engaging in Program Analysis
Base analysis on data; develop high quality “program profiles.” Be clear about programs’ financial status, including income, overhead. Challenge assumptions. Use a facilitator to assist with objectivity—especially for existing programs. Avoid second guessing results. Document issues that surface; helpful for future planning. Develop a plan and act on it! Re-apply criteria in the future.

78 QUESTIONS? Contact: Shelly Schnupp


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