Performance Management Presentation List your Service Group

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Performance Management PresentationList your
Service Group

• Team Members
• List Leader and Members
• ORS
• National Institutes of Health
• Date

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Table of Contents

• Main Presentation
• PM Template ..
• Customer Perspective..
• Internal Business Process Perspective
  
• Learning and Growth Perspective
• Financial Perspective
• Conclusions and Recommendations..

3
Table of Contents (cont.)

• Appendix
• Page 2 of template..
• Customer Perspective
• C2a List Name of Measure.
• C2b List Name of Measure.
• C2c List Name of Measure.
• Internal Business Process Perspective
• IB1a List Name of Measure.
• IB1b List Name of Measure.
• IB3a List Name of Measure.
• Learning and Growth Perspective
• LG1b List Name of Measure.
• LG2a List Name of Measure.
• Financial Perspective
• F1a List Name of Measure.
• F2a List Name of Measure.
• F3a List Name of Measure.
• C4a List Name of Measure.

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(No Transcript)
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Relationship Among Performance Objectives

• Discuss here how your objectives relate to each
  other and contribute to your delivering value to
  customers
• If you wish, you can display these relationships
  through a strategy map diagram

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Customer Perspective
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Customer Perspective
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C1a Percent of Teams with PMPs reviewed by
Management (as of 30 Sept)
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C1b Percent of Divisions with PMPs

• Defined a PMP as having
• Value proposition, strategy, objectives,
  measures, and targets
• Data at close of FY03
• _____ of ORS
• _____ of ORF
• Date as of 30 Dec (1st quarter FY04)
• ____ of ORS
• ____ of ORF

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Customer Perspective (cont.)Mandatory to Report
on Customer Satisfaction Objective
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Customer Scorecard Methodology

• Summarize how you used the ORS Customer Scorecard
  to gather satisfaction data
• If did not conduct a survey in FY03, describe
  plan for how will conduct survey in FY04 (and
  ongoing from here on out)
• If plan to use additional means to gather
  customer data (e.g., interviews, focus groups,
  logs), summarize methodology here

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In planning for FY03 PM, how helpful would each
of the following be to the teams?
C3a ORS Customer Scorecard Ratings
N 85
Not at all helpful
Extremely helpful
Note Data gathered in FY03 (Nov 02) regarding
experience with the FY02 ASAs.
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Division/Office Head Involvement with PMPs
C3a ORS Customer Scorecard Ratings (cont.)
N 62
To no Extent
To a Great Extent
N 63
Not at all Helpful
Extremely Helpful
Note Data gathered in FY03 (Nov 02) regarding
experience with the FY02 ASAs.
14
Product/Service Satisfaction Ratings
C3a ORS Customer Scorecard Ratings (cont.)
Note The rating scale ranges from 1 - 10 where
1 represents Unsatisfactory and 10 represents
Outstanding. Refer to the Data Analysis and
Graphing training for advice on interpreting
these results.
Note Data gathered in FY03 (Nov 02) regarding
experience with the FY02 ASAs.
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Customer PerspectiveWhat does the data tell you?

• While the majority of PM teams had a complete PMP
  at the close of FY03, some teams were still
  working toward this goal
• There was inconsistent review by Management of
  teams PMPs at the close of FY03
• Customer scorecard data show teams ratings on how
  best to support teams during FY03

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Customer PerspectiveWhat actions are planned?

• Work with ORS/ORF teams to ensure all have a
  complete PMP template that is reviewed by
  management
• Conduct ORS Customer Scorecard assessment after
  the Performance Management conference
• Gauge effectiveness of support provided during
  FY03
• Solicit ideas for improvement
• Use data for formulate methodology/support for
  FY04

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Internal Business Process Perspective
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Internal Business Process Perspective
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List Number and the Name of the Measure
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Internal Business Process PerspectiveWhat does
the data tell you?
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Internal Business Process PerspectiveWhat
actions are planned?
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Learning and Growth Perspective
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Learning and Growth Perspective
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List Number and the Name of the Measure
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Learning and Growth PerspectiveWhat does the
data tell you?
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Learning and Growth PerspectiveWhat actions are
planned?
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Financial Perspective
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Financial Perspective (cont.)Mandatory to Report
on Unit Cost Objective
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List Number and the Name of the Measure
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Financial PerspectiveWhat does the data tell you?
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Financial PerspectiveWhat actions are planned?
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Conclusions
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Conclusions from PMP

• List major findings from your PMP
• List any improvements achieved
• Highlight initiatives for FY04

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Appendix

• List what you have included in your Appendix
• Page 2 of template
• Customer Perspective
• C2a List Name of Measure
• C2b List Name of Measure.
• C2c List Name of Measure.
• Internal Business Process Perspective
• IB1a List Name of Measure.
• IB1b List Name of Measure.
• IB3a List Name of Measure.
• Learning and Growth Perspective
• LG1b List Name of Measure.
• LG2a List Name of Measure.
• Financial Perspective
• F1a List Name of Measure.
• F2a List Name of Measure.
• F3a List Name of Measure.
• C4a List Name of Measure.