Performance Management Presentation List your Service Group

1. Performance Management PresentationList your Service Group Team Members: List Leader and Members ORS National Institutes of Health Date

2. Table of Contents Main Presentation PM Template ……………………………….………………………………. Customer Perspective……………………….………………………………. Internal Business Process Perspective……………………………………… Learning and Growth Perspective…………………………………………… Financial Perspective………………………………………………………… Conclusions and Recommendations…………………………………………..

3. Table of Contents (cont.) Appendix Page 2 of template………………………….………………………………. Customer Perspective C2a: List Name of Measure……………………………………………. C2b: List Name of Measure……………………………………………. C2c: List Name of Measure……………………………………………. Internal Business Process Perspective IB1a: List Name of Measure……………………………………………. IB1b: List Name of Measure……………………………………………. IB3a: List Name of Measure……………………………………………. Learning and Growth Perspective LG1b: List Name of Measure……………………………………………. LG2a: List Name of Measure……………………………………………. Financial Perspective F1a: List Name of Measure……………………………………………. F2a: List Name of Measure……………………………………………. F3a: List Name of Measure……………………………………………. C4a: List Name of Measure…………………………………………….

5. Relationship Among Performance Objectives • Discuss here how your objectives relate to each other and contribute to your delivering value to customers • If you wish, you can display these relationships through a strategy map diagram

6. Customer Perspective

7. Customer Perspective

8. C1a: Percent of Teams with PMPs reviewed by Management(as of 30 Sept)

9. C1b: Percent of Divisions with PMPs • Defined a PMP as having: • Value proposition, strategy, objectives, measures, and targets • Data at close of FY03 • _____ of ORS • _____ of ORF • Date as of 30 Dec (1st quarter FY04) • ____ of ORS • ____ of ORF

10. Customer Perspective (cont.)Mandatory to Report on Customer Satisfaction Objective

11. Customer Scorecard Methodology • Summarize how you used the ORS Customer Scorecard to gather satisfaction data • If did not conduct a survey in FY03, describe plan for how will conduct survey in FY04 (and ongoing from here on out) • If plan to use additional means to gather customer data (e.g., interviews, focus groups, logs), summarize methodology here

12. In planning for FY03 PM, how helpful would each of the following be to the teams? C3a: ORS Customer Scorecard Ratings N = 85 Not at all helpful Extremely helpful Note: Data gathered in FY03 (Nov 02) regarding experience with the FY02 ASAs.

13. C3a: ORS Customer Scorecard Ratings (cont.) Division/Office Head Involvement with PMPs N = 62 To no Extent To a Great Extent N = 63 Not at all Helpful Extremely Helpful Note: Data gathered in FY03 (Nov 02) regarding experience with the FY02 ASAs.

14. Product/Service Satisfaction Ratings C3a: ORS Customer Scorecard Ratings (cont.) Note: The rating scale ranges from 1 - 10 where “1” represents Unsatisfactory and “10” represents Outstanding. Refer to the Data Analysis and Graphing training for advice on interpreting these results. Note: Data gathered in FY03 (Nov 02) regarding experience with the FY02 ASAs.

15. Customer PerspectiveWhat does the data tell you? • While the majority of PM teams had a complete PMP at the close of FY03, some teams were still working toward this goal • There was inconsistent review by Management of teams’ PMPs at the close of FY03 • Customer scorecard data show teams ratings on how best to support teams during FY03

16. Customer PerspectiveWhat actions are planned? • Work with ORS/ORF teams to ensure all have a complete PMP template that is reviewed by management • Conduct ORS Customer Scorecard assessment after the Performance Management conference • Gauge effectiveness of support provided during FY03 • Solicit ideas for improvement • Use data for formulate methodology/support for FY04

17. Internal Business Process Perspective

18. Internal Business Process Perspective

19. List Number and the Name of the Measure

20. Internal Business Process PerspectiveWhat does the data tell you?

21. Internal Business Process PerspectiveWhat actions are planned?

22. Learning and Growth Perspective

23. Learning and Growth Perspective

24. List Number and the Name of the Measure

25. Learning and Growth PerspectiveWhat does the data tell you?

26. Learning and Growth PerspectiveWhat actions are planned?

27. Financial Perspective

28. Financial Perspective (cont.)Mandatory to Report on Unit Cost Objective

29. List Number and the Name of the Measure

30. Financial PerspectiveWhat does the data tell you?

31. Financial PerspectiveWhat actions are planned?

32. Conclusions

33. Conclusions from PMP • List major findings from your PMP • List any improvements achieved • Highlight initiatives for FY04

34. Appendix • List what you have included in your Appendix: Page 2 of template Customer Perspective C2a: List Name of Measure…………………………………………… C2b: List Name of Measure……………………………………………. C2c: List Name of Measure……………………………………………. Internal Business Process Perspective IB1a: List Name of Measure……………………………………………. IB1b: List Name of Measure……………………………………………. IB3a: List Name of Measure……………………………………………. Learning and Growth Perspective LG1b: List Name of Measure……………………………………………. LG2a: List Name of Measure……………………………………………. Financial Perspective F1a: List Name of Measure……………………………………………. F2a: List Name of Measure……………………………………………. F3a: List Name of Measure……………………………………………. C4a: List Name of Measure…………………………………………….