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Performance Management Presentation List your Service Group. Team Members: List Leader and Members ORS National Institutes of Health Date. Table of Contents. Main Presentation PM Template ……………………………….………………………………. Customer Perspective……………………….……………………………….

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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


Table of Contents

Main Presentation

PM Template ……………………………….……………………………….

Customer Perspective……………………….……………………………….

Internal Business Process Perspective………………………………………

Learning and Growth Perspective……………………………………………

Financial Perspective…………………………………………………………

Conclusions and Recommendations…………………………………………..


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…………………………………………….


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


Customer Perspective


Customer Perspective


C1a: Percent of Teams with PMPs reviewed by Management(as of 30 Sept)


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


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


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


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.


C3a: ORS Customer Scorecard Ratings (cont.)

Division/Office Head Involvement with PMPs

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.


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.


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


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


Internal Business Process Perspective


Internal Business Process Perspective


List Number and the Name of the Measure


Internal Business Process PerspectiveWhat does the data tell you?


Internal Business Process PerspectiveWhat actions are planned?


Learning and Growth Perspective


Learning and Growth Perspective


List Number and the Name of the Measure


Learning and Growth PerspectiveWhat does the data tell you?


Learning and Growth PerspectiveWhat actions are planned?


Financial Perspective


Financial Perspective (cont.)Mandatory to Report on Unit Cost Objective


List Number and the Name of the Measure


Financial PerspectiveWhat does the data tell you?


Financial PerspectiveWhat actions are planned?


Conclusions


Conclusions from PMP

  • List major findings from your PMP

  • List any improvements achieved

  • Highlight initiatives for FY04


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…………………………………………….


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