CHAPTER 11: VERTICAL AND HORIZONTAL A…

Key Concepts

Definition:IdentifyDistinguishDesignOutcomeTemplateOutputsLogicThe ErrorExample

Self-Assessment

0/11 completed

Before moving to the next chapter, ensure you can:

**Define** accountability and distinguish it from responsibility and authority**Explain** the three elements of accountability (results, reporting, consequences)**Distinguish** program accountability (outcomes) from service accountability (outputs)**Identify** program owners and service owners in an organizational context**Describe** vertical accountability (upward to program owners) and its performance dimensions**Describe** horizontal accountability (outward to clients) and its performance dimensions**Create** an accountability matrix for a program or service network**Identify** gaps (no accountability) and overlaps (multiple accountability) in a matrix**Design** vertical accountability frameworks using transfer payment agreements**Design** horizontal accountability frameworks using service level agreements**Connect** accountability to PLM, PSAM, SIAM, and business network models

Reflection Questions

Apply these concepts to your own context:

1. **Think about a program failure you've observed.** Was accountability clear? Could you identify who was accountable for the failed result? What happened to them?

2. **Consider the difference between accountability and responsibility.** In your organization, are these often confused? What problems does confusion create?

3. **Examine a shared service in your organization.** Is horizontal accountability clear? Is there an SLA? What happens when the service underperforms?

4. **Analyze a multi-organization program you're familiar with.** Where are the accountability gaps? Where are the overlaps? How would you fix them?

5. **Think about consequences.** In your experience, do accountability arrangements actually have consequences? Or is accountability more rhetorical than real?

Chapter 11: Vertical and Horizontal Accountability

Learning Objectives

Key Concepts

Self-Assessment

Reflection Questions