Performance Measurement Webinar

2. 2
A GOAL WITHOUT
APLAN
IS JUST A WISH
‐ Antoine de Saint‐Exupery

3. 3
PERFORMANCE
MEASUREMENT
PERFORMANCE
MEASUREMENT
What is
it?
What is
it?
Why do
we need
it?
Why do
we need
it?
Big DataBig DataImpactImpact

4. 4
A B C D
A. Yes
B. No
C. Not currently, but
we have in the past
D. We are in the
process of
implementing one

5. 5
The Collaboration Disconnect
Communication Tool for a
Global Community
Using “Big Data” to Drive
Business Decisions

6. 6
What Is Performance Measurement?

7. 7
Don’t Just Look At The Money
Are you measuring
Tangible AND Intangible
performance factors?

8. 8
“What You’re Missing”

9. 9
How Do YOU Measure Performance?
A B C D E
A. Financial Scorecard
B. Performance Reviews
C. Customer
Satisfaction Polls
D. All of the Above
E. Other

10. 10
Are You Getting The Whole Picture?STRATEGIC ELEMENTS
• Views/Mission
• Objectives
• Strategy
• Priorities
• Key Programs
• Resource Allocation
• Goals/Metrics
• Structure
• Roles and
Responsibilities
• Competencies
• Mgmt Process
• Governance
• Incentives/Rewards
• Culture
HUMAN ELEMENTS
• Leadership
• Team Effectiveness
• Commitment
• Motivation
• Communication
• Involvement
• Trust/Respect
ENGAGEMENTDIRECTION ORG DESIGN

11. 11
A Strategy For Aligning Your Strategy
Pre‐Program Analysis
Design & Development
Implementation & Feedback
Measurement & Evaluation
1
2
3
4

12. 12
Mission Objectives Measurements Gaps
Pre-Program Analysis Determines:
1 2 3 4

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Design & Development
Establish
Objectives
Outline Your
Strategy
Define
Measurements

14. 14
Establish Objectives That Are:
Simple
Specific
Attainable

15. 15
Outline Your Strategy
Ex: Wellness Plan
Performance Standard: Stress
Metric: Blood Pressure Test
Goal: BP 120/80
Performance Standard: Fruit Intake
Metric: nutrient chart
Goal: 5 fruit servings per day
Performance Standard: Endurance
Metric: Timed Cardio
Goal: 5 miles
KPI 3
exercise
KPI 2
food
KPI 1
mind

16. 16
Communicate, Communicate, Communicate
Ongoing
Measurements
& Feedback
Recognition
for achieving
goals and/or
milestones
Implementation
Goals & Objectives
Ongoing
measurements
& feedback
Recognition for
achieving goals
and/or milestones

17. 17
Does Your Organization Provide You With
Consistent Feedback On Your Performance?
Raise Your Hand

18. 18
How Do You Know That You’re
Doing It Right?

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– Align Goals and Objectives
– Get the whole picture
– Apply the 4 steps:
1. Pre‐Program Analysis
2. Design & Development
3. Implementation & Feedback
4. Measurement & Evaluation
– Engagement is critical to the success of your plan.
– Performance measurement is an ongoing process.

20. 20

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If you have any further questions about this presentation, or would
like to discuss how QuintLoyalty can help you design an effective
performance measurement plan, please contact:
Donna Chrobak
Email: dchrobak@quintloyalty.com
LinkedIn
Phone: 704‐926‐2710 QuintLoyalty.com

22. 22
• Behn, R. D. Why measure Performance? Different Purposes Require Different Measures. 2003 .
• Bradford, R. (2002). Aligning employees with strategy. Inc.com. Retrieved December 27, 2013, from
www.inc.com/articles/2002/04/24063.html.
• Kaufman, R., Oaklye‐Brown, H., Watkins, R., and Leigh, D. (2003). Strategic planning for success: Aligning people, performance, and
payoffs. San Francisco: Jossey‐Bass.
• Moullin, M. Delivering Excellence in Health and Social Care. Buckingham: Open University Press, 2002. Print.
• Moullin, M. "Performance Measurement Definitions. Linking Performance Measurement and Organizational Excellent." Emerald.
International Journal of Health Care Quality Assurance, 2007. 20:3,pp. 181‐183.
• Neely, A. D., Chris Adams, and Mike Kennerley. The Performance Prism: The Scorecard for Measuring and Managing Business Success.
London: Financial Times/Prentice Hall, 2002. Print.
• Office of the Chief Information Officer (OCIO) Enterprise Architecture Program. Treasury IT Performance Measures Guide. U.S.
Department of the Treasury. May 2007
• Pershing, J. A. (2006). Handbook of Human Performance Technology. San Francisco: Pfieffer.
• Slide 11: http://www.zthree.com/performance_alignment.php

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• Watkins, R., Triner, D., and Kaufman, R. (1996). The death and resurrection of strategic planning: A review of Mintzberg’s The rise and fall
of strategic planning. International Journal of Educational Reform, 5(3), 390‐393.
• Read more at http://www.business2community.com/social‐business/collaboration‐project‐management‐social‐business‐2014‐trends‐
watch‐0727305#1RZacqU7u55Twm1Y.99
• Read more: http://www.referenceforbusiness.com/management/Or‐Pr/Performance‐Measurement.html#ixzz2pFwd7j5w
• Read more: http://www.incentivemarketing.org/?page=DevelIncentProg
• Read more: http://www.referenceforbusiness.com/management/Or‐Pr/Performance‐Measurement.html#ixzz2pByhMTYR
• Read more: http://www.ehow.com/how_7291887_define‐kpi‐metrics.html#ixzz2qByy1hF4
• Read more: http://ezinearticles.com/?Defining‐Primary‐Metrics‐‐‐Starting‐Off‐on‐the‐Right‐Path&id=2357418