BENCHMARKING AUDIO CONFERENCE SERIES

1
BENCHMARKING AUDIO CONFERENCE SERIES

• Benchmarking
• and Performance Dashboards

2
What is a Dashboard?

• Think of your cars dashboard
• Includes key information elements
• Limited to actionable data
• Extraneous information is avoided
• Designed quick reference
• Organizes data
• Easy to understand

3
Why Are Dashboards Needed?

• In your car, supports safe and effective
  operation
• In your organization, supports safe and effective
  operation
• Allows you to track key performance indicators
  simultaneously
• Encourages constant vigilance
• Forces focus on the important things

4
What are the Qualities of a Good Dashboard?

• Key performance indicators
• One page (or one screen)
• Can be reviewed in one minute or less
• Permits tracking over time to detect trends
• Data is rolled up from lower levels
• Compares actual with targeted performance
• Indicators are organized meaningfully
• Succinctly answers How are we doing?
• Data is organized in a logical manner

5
What are the Qualities of a Poor Dashboard?

• A lengthy document
• A disorganized hodgepodge of unrelated graphs,
  tables, and charts
• Historical analyses (Prior year comparisons)
• Curiosity measures
• Data that does not answer the question How are
  we doing?

6
Multi-Level Dashboards

• Helpful to introduce dashboards at principal
  organizational levels
• Dashboards at each level help prevent excessive
  and extraneous detail
• Detail is assigned to lower level dashboards and
  broken out as necessary
• Detail is rolled up into higher level dashboards

7
Rolling-Up Detail
8
Organizing Performance Data

• Key feature of dashboards is organization
• Organization can follow regional, divisional, or
  other lines
• Organization along functional lines is
  recommended
• Balanced scorecard system

9
Balanced Scorecard System

• Extensively used in many industries around the
  globe
• Gaining popularity in human services
• Posits that there are four principal domains of
  organizational performance
• Most indicators of performance fall into one of
  the four domains

10
Four Domains of Balanced Scorecard

• Clinical Includes quality, impact, and outcome
  indicators
• Operational Measures of efficiency such as
  access, length-of-stay, etc.
• Financial Fiscal metrics, such as cost per unit
  of service, operating margin, etc.
• Organizational Climate Relates to the human
  resources available in terms of their knowledge,
  skills, and culture

11
Inter-Relationships Among the Four Domains

• All performance domains are closely inter-related
• A change in one area will generally be
  accompanied by a change in at least one other
  area
• A well-designed dashboard will allow these
  inter-relationships to be very apparent

12
Sample Performance Dashboard
13
Dashboard Development

• Content Measure what is important
• Process Involve staff at all levels
• Characteristics of Metrics
• Measurable Specifically define parameters
• Available Reasonable burden on system
• Reliable Data is trusted
• Automation IT generated data is a plus

14
Dashboard Review

• Frequency Monthly or quarterly
• Group review far preferable to solitary review
• Broad representation helpful to address
  financial, operational, clinical, and climate
  domains
• Individuals empowered to act
• Monitor actions taken-if none-metrics may not be
  strategically relevant

15
Dashboard Revision

• Need to be revised annually, along with other
  planning documents
• Alignment with other documents is important to
  remain strategically relevant
• Revisions allow lessens learned to be
  incorporated into an improved document

16
Benchmarks and Dashboards

• Benchmarks can help identify dashboard metrics
• Benchmarks can be incorporated into dashboards in
  two ways (1) Behind the scenes and (2) On the
  Dashboard
• Behind the scenes, benchmarks can help establish
  goals, a key dashboard element
• Benchmarks can be used instead of raw data where
  they are more meaningful
• Raw data and benchmark data can both appear on
  the dashboard