Results and Performance Accountabilty, Decision-making and Budgeting

1
Customer Satisfaction
Quantity
Quality
How much did we do?
How well did we do it?
Did wetreat youwell?
Effect
Effort
Is anyone better off?
Did wehelp youwith your problems
2
More about customer satisfaction
RESTAURANT SIGN IN NAIROBI
"Customers who find the waitresses rude, ought to
see the manager."
3
RBA expert in each unit
1. Ask each program to assign someone to become
the in-house RBA expert. (Treat this like a
technical support function like an in-house
computer expert.) 2. Have these people practice
and get good at selecting performance
measures and running the Turn the Curve
Exercises. 3. Create a network of in-house
experts so they can support each other,
learn how to do joint RBA training and
coaching. 4. Ask the in-house experts to review
the RBA Self- Assessment Questionnaire (and
create a score if useful) on a regular basis.
4
Select 3 to 5 Performance MeasuresACROSS THE
BOTTOM OF THE ORG CHART
3 - 5
3 - 5
3 - 5
3 - 5
3 - 5
3 - 5
3 - 5
3 - 5
20 60 20 Rule
5
(No Transcript)
6
(No Transcript)
7
(No Transcript)
8
(No Transcript)
9
(No Transcript)
10
Christus Saint Vincent's Medical Center Santa Fe,
NM Turned curve on high end ER Use
Etre Kathy ltkarmijoetre_at_msn.comgt
11
(No Transcript)
12
Watermain Breaks per yearLondon Ontario
13
(No Transcript)
14
THE LINKAGE Between POPULATION and PERFORMANCE
POPULATIONRESULTS
Contributionrelationship
Alignmentof measures
Job Training Program
Unit costper persontrained
personsreceivingtraining
Appropriateresponsibility
who getjobs keep jobs (at 6 months)
who getjobs keep jobs (at 6 months)
CUSTOMERRESULTS
15
THE LINKAGE Between POPULATION and PERFORMANCE
POPULATIONRESULTS
Contributionrelationship
Alignmentof measures
Pre-natal Nutrition Program
attendance Unit cost
ofwomenserved
Appropriateresponsibility
low birth-weight births (for participating
women)
low birth-weight births (for participating
women)
CUSTOMERRESULTS
16
THE LINKAGE Between POPULATION and PERFORMANCE
POPULATIONRESULTS
Contributionrelationship
Alignmentof measures
Child Protective Services
ofinvestigationscompleted
initiatedwithin 24 hrsof report
Appropriateresponsibility
repeatAbuse/Neglect
repeatAbuse/Neglect
CUSTOMERRESULTS
17
THE LINKAGE Between POPULATION and PERFORMANCE
POPULATIONRESULTS
Contributionrelationship
Alignmentof measures
Job Training Program
Unit costper persontrained
personsreceivingtraining
Appropriateresponsibility
who getliving wage jobs
who getliving wage jobs
CUSTOMERRESULTS
18
RESULTS BASED BUDGETING
Do we need it?
POPULATION ACCOUNTABILITY
Is it working?
PERFORMANCE ACCOUNTABILITY
19
(No Transcript)
20
(No Transcript)
21
(No Transcript)
22
The Results Scorecard
www.resultsleadership.org/scorecard
23
Well-Known Alternativesto Results-Based Budgeting
? Line Item Budgeting ? Program Budgeting ?
Zero-based Budgeting ? Needs-Based Budgeting ?
Program Planning and Budgeting ? Bottom Line
Budgeting ? Management by Objectives Budgeting
24
LESS Well-Known Alternativesto Results-Based
Budgeting
? Fear-Based Budgeting ? Fantasy-Based
Budgeting ? Power-Based Budgeting ? Guess-Based
Budgeting ? Guilt-Based Budgeting ?
Caffeine-Based Budgeting ? Carbon-Based
Budgeting ? Bouillabaissed Budgeting
25
My question is Are we making an impact?
My question is Are we making a contribution?
26
(No Transcript)
27
(No Transcript)
28
(No Transcript)
29
EXERCISES
30
The first step in performance accountability is
toDRAW A FENCEAround something that has
ORGANIZATIONAL OR FUNCTIONAL IDENTITY
31
RBA/OBA Least Harm Cutback Exercise 1
POPULATION  Least harm to POPULATION quality of
life (Population Accountability)  
1. Identify a population result/outcome to which
your organization most directly contributes.
(e.g. Healthy People, Sustainable Environment,
Children Ready for School)   2. What is your
organization's role in contributing to this
result/outcome?   3. What do you do that causes
the greatest contribution?   4. What do you do
that causes the least contribution? (Least harm
cut candidates)   5. How could you change the way
you do your work so as to make the same, or close
to the same, contribution with less resources?
(Least harm cut candidates)  
- Time 5 minutes for each question - Record
answers for each question. - Report 3 best ideas
and reasoning
32
RBA/OBA Least Harm Cutback Exercise 2
PERFORMANCE  Least harm to CUSTOMERS' quality of
life (Performance Accountability)
1. Identify one service.   2. Identify the
primary customer group.   3. What are you doing
that is most effective in improving the lives of
your customers?   4. What is least effective?
(Least harm cut candidates)   5. How could you
change the way you do your work so as to make the
same, or close to the same, contribution with
less resources? (Least harm cut candidates)  
- Time 5 minutes for each question - Record
answers for each question. - Report 3 best ideas
and reasoning
33
20 MinuteExercise
2 customers
1 measure
1 measure
Discuss how were doing
2 partners
2 what works ideas (1 nc/lc)
Discuss how to implement
40
34
20 MinuteExercise
POPULATION ACCOUNTABILITY
1. What population are we concerned about?
(e.g. U.S. population)
1 population
2. What condition(s) do we want for this
population? (Americans are free of cancer.)
1 result
1 indicator
3. How could we measure these conditions? (
(e.g. cancer rates)
Discuss how were doing
4. How are we doing on the most important of
these measures? (baseline history)
5. Who are the partners with a role to play
in doing better?
2 partners
2 what works ideas (1 nc/lc)
6. What works what would it take to do
better? (What is our role?)
7. What do we propose to do?
Discuss how to implement
35
The Future without Results
36
(No Transcript)
37
Smoking Prevalence Breast Screening
BOPDHB rate or estimate
Target
Smoking prevalence (Maori) 42
5 Breast screening (Maori) 53
70
38
Some things to talk about
1. Dual purpose of performance reporting 2.
Relationship of Story to Action 3. Story
elements What's working and what's not 4. Be
more specific about which goals are attained 5.
Customer satisfaction UR/LR 6. Observation vs.
self report 7. The importance of stories 8.
Contribution to WA quality of life 9. UTILITY
Growing the work by using it.
39
(No Transcript)