CHAPTER 12: PROGRAM AND SERVICE PERFO…

Key Concepts

EfficiencyQualityEffectivenessSolutionCorrectionTimeInstructions:DeliverableReflection

Self-Assessment

0/6 completed

Before moving to the next chapter, ensure you can:

Explain the five components of performance management and four drivers of investmentApply the EQE framework to define balanced performance measures for programs and servicesDesign performance indicators that meet the criteria of specificity, actionability, controllability, cost-effectiveness, and timelinessCreate balanced performance dashboards with appropriate indicator selection and organizationDistinguish between performance signal and noise using statistical techniquesConnect performance measurement to accountability structures from Chapter 11

Reflection Questions

Apply these concepts to your own context:

1. **Inventory your current metrics**: What performance indicators does your organization currently track? How well do they cover all three EQE dimensions? What gaps exist?

2. **Assess dashboard utility**: Think of a performance dashboard you encounter regularly. Does it actually support decisions, or is it primarily ritual reporting? How would you redesign it?

3. **Identify signal/noise challenges**: Where has your organization overreacted to noise or missed genuine trends? What practices could improve pattern recognition?

4. **Evaluate accountability connections**: How well do your performance measures connect to accountability structures? Can you trace from KPIs to accountable parties to consequences?

5. **Plan improvement**: If you could implement one performance management improvement in your organization, what would it be? What's the first step?

Chapter 12: Program and Service Performance

Learning Objectives

Key Concepts

Self-Assessment

Reflection Questions