Measurement Results and Trends
Measurement Results and Trends System
Purpose Statement: The purpose of Administrative Services Measurement Results and
Trends System is to ensure that an appropriate, balanced set of measurements are in place
to assure the performance excellence and the successful accomplishment of the
organization’s Mission, Vision, and Goals.
Description: As with most of the subsystems in the Performance Excellence System,
Administrative Services Measurement Results and Trends System begins by taking into
consideration the goals of the organization -- Mission, Values, Vision, QEIs, and Division
Goals. These components drive the measures that will be established to monitor the
effectiveness of Administrative Services’ activities. We should strive to achieve a
“balanced” set of measures by ensuring that we are measuring results in the following five
categories: Customer Focused Results, Financial/Market Results, Human Resources
Results, Supplier and Partner Results, and Organizational Effectiveness Results. The
diagram of this system identifies potential measures that fall within each category. Not all
measures are created equal, so not only do we have to determine the measures, but we
must also determine what we want the target measure to be as well as how much weight
each measure holds relative to the others.
Resulting measurement levels and trends are compared to the targeted levels and to peer,
competitor, and leading organizations, and used to improve customer relationships, service
processes, supplier relationships, employee relationships, and financial performance.
References:
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Administrative Services Quality Approach document, March 1999.
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Balanced Scorecard; Robert S. Kaplan and David P. Norton, 1996.
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Excellence in Higher Education 2000; NACUBO, Brent D. Ruben, 2000.
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Insights to Performance Excellence 2000; Mark L. Blazey, 2000.
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Keeping Score; Mark Graham Brown, 1996.
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