3.12 How do we select the most important ” headline” performance measures for my program or service?

The Short Answer 1. Identify the measures for which you currently have data. 2. Choose the most important using a forced choice process, asking: “If you had to talk about your program with just one of these circled measures, which one would it be?” 3. Identify your data development agenda … Read More

3.13 Where do we get the data to do this work? How do we get better data?

The Short Answer 1. Start with the data you already have. Most programs collect far more data than they use. Do not start the process by collecting new data. 2. Create new data where necessary. Be creative. Use common sense sampling techniques. Some data is better than no data. Full … Read More

3.14 What do we do with performance measures once we have them? How can we use performance measures to improve performance?

The Short Answer 1. Simple guiding principle: If it’s not useful, don’t do it.  2. If it’s useful to managers, then it will be useful to everyone else in the decision making process. 3. Use the Seven Questions about performance on a regular basis at every intersection between a supervisor and subordinate … Read More

3.15 How do we use performance measures in writing and overseeing grants and contracts?

The Short Answer 1. Partner with contractors in developing the system of reporting.  2. Establish a moratorium on penalties until the system has operated for 3 years.  3. Use non-cash rewards  4. Create safeguards against unintended consequences and perverse incentives,  5. Disseminate best practice information.  6. Operate the system with … Read More

3.16 How do we use performance measures in budgeting?

The Short Answer 1. Performance measurement is not a magic answer. Budgeting is about choices. And choices are about power and politics. Improving budgeting does not necessarily mean improving decisions. But budgets can be made better by presenting better choices and presenting them more clearly. 2. Performance budgeting can present … Read More

3.17 How do we use performance measures in writing grant applications?

The Short Answer 1. Funders want to fund things that make a difference in people’s lives. If you can identify customer results (lower right quadrant measures) and use these to describe, plan, operate and evaluate your program you will be more successful in obtaining grants. 2. Be clear about the … Read More

3.18 How do we use performance measures to improve cross agency service systems?

The Short Answer 1. Establish some form of interagency forum, collaborative, cooperative, council or cabinet. 2. Agree on the importance of performance, and get everyone on the same page about how to develop and use performance measures. 3. Select the most important measures for both the individual agencies and for … Read More

3.19 How do we create a performance improvement system in our organization?

3.19 How do we create a performance improvement system in our organization?  The Short Answer 1. Start small. 2. Keep it simple. 3. Minimize paper. 4. Model behavior 5. Connect to the budget. 6. Make it useful (especially to managers).    Full Answer There are in fact many books written … Read More