Real-Life Measures for Real-Life Managers: Objectives
“Performance measurement” is sweeping the public sector. Managers are expected to include performance measures in strategic plans, budget requests, employee evaluations and reports to citizens.
But how can we measure outcomes when the “outcomes” are not easily quantified, take a long time to develop, and are not in our direct control? How can we demonstrate “performance” when our multiple stakeholders don’t agree on the outcomes they seek? What measures will help us cost-effectively improve results, when measurement itself requires resources?
Ambiguous measures of “customer satisfaction” and high-level indicators of system performance are of little practical use to managers on the ground. Managers need information that will help them identify the specific levers that they can pull today to improve those high level measures. Managers need measures that can help them identify how they can allocate resources in their control, and where the resource gaps are impeding performance.
Using practical tools and an intuitive approach, this interactive workshop guides you through the development of a balanced portfolio of measures for your own program or work unit. You will leave with:
- Three questions you can ask to identify the most meaningful measures of your work
- A logical framework for identifying outcomes that are truly in your control — and cost-effective options for measuring the direct impact you have.
- Techniques for using measures to analyze and improve process performance
- Alternatives that can serve as proxy measures when direct measures are expensive or difficult to obtain.
- Proven strategies for using measures to motivate employee performance.