HOME J. André Paradis, B.Comm John R. Allen, MBA Robert D. Power, PhD. Performance Indicators Serving the Customer Feedback

Performance Measurement Workshops -- (Cont'd) << BACK Essentially, the performance management model advocated as being an appropriate one for the public sector today is the three step approach that is described briefly as follows; Step #1 State the program's mission and within that mission statement, respond to three key questions; Who is the client for whom the programme is intended? Why is the programme of more general benefit? What must we do in response to the above? Step#2 State the key results that the programme is intended to achieve for each of the three elements of the mission statement; Client benefits and impacts, or program outcomes (Who?) Strategic or policy outcomes (Why?) Work process outputs, or operational results (What?) Step#3 For each of the above identified results, define the indicators that would show someone that the result was being achieved or not being achieved. The model is simple to comprehend; it ultimately presents to the managers involved a series of indicators that they find useful and that they understand and have bought into. The approach requires only a very short development time and it is focused on management use for the improvement of program performance. When used actively with program performance improvement in mind, it does indeed yield the intended improvements and then provides quite well indeed for accountability reporting purposes to senior management, to the political level and to the community at large. When it comes to working with groups, a useful tool to get everyone on board quickly with the kind of thinking that is required to make performance management work, and to launch benchmarking initiatives, is the group workshop of the type that the Consultants have been facilitating for organizations throughout Canada and the USA. These workshops have been presented on many occasions to public sector clients at the federal, state, provincial and municipal levels, as well as to groups of public sector professionals. At the conclusion of a performance management workshop, participants have gained an understanding of the skills required to develop and use results indicators. More than that however, the programme builds enthusiasm through knowledge for the development and use of performance indicators. The workshop approach also goes a long way to ensuring buy-in and ownership of the indicators developed, to a far greater degree that would be the case with a set of consultant developed indicators. For some of our clients, we do at times go far beyond training their staff teams; at client request, we have provided help in identifying data sources, producing and implementing surveys, coaching in the development of performance targets, selling in of the approach to key stakeholders and assistance in program and results evaluation. Previous | Next page

André Paradis Tel: (905) 335-0307 Fax: (905) 335-0080 andre@measureresults.com Webmaster