Pauline Sandford, Chairperson & Joe Gorman, Chief Executive

Performing in the present, building capabilities for the future

Overview

Performing in the present…

…building capabilities for the future

Performance measurement: lessons learned

Learning & flexibility

Performing in the present…lessons learned (using Hammer’s ‘7 Deadly Sins’ framework)

Results in:

Focus measurement on core end-to-end processes, not functions

Deciding what to measure

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Concentrate your measurement on the drivers of these processes, not just the outcomes

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•value for customers•a common focus & brings people together

•challenging traditional assumptions

•a thorough understanding of what really affects performance

Performing in the present…lessons learned

Results in:

Clearly define the measurement – leave no doubts or room for dispute

Measure in the right way (1)

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Always pursue accuracy1

•no ambiguity and no room for ‘interpretation’

•the gap between reality & what’s being measured being closed

Performing in the present…lessons learned

Results in:

Keep an eye on overheads

Measure in the right way (2)

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Beware of humans!1

•simple, convenient & inexpensive measures

•Measures designed with the potential for undesired behaviours in mind

Performing in the present…lessons learned

Results in:

Be clear about who performs each measurement area

Use Measurement Systematically

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Have a target for each measurement

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•responsibility-taking & accountability

•something to compare performance against

•a basis to start identifying what is and what’s not working

Performing in the present…lessons learned

Results in:

Manager’s must insist on getting & using good measures

Create a measurement-friendly culture

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Recognise achievement through measure use & critically question success that cannot be explained using measures

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•attitudes committing to measurement use

•manager commitment to measurement use

•an emphasis that measures are important

…building capabilities for the future

Shared ideas & common purpose

Value for customers & a viable future

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Demand value from each other & our partners

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•listening & learning (starting at the point of service delivery)

•teamworking, procurement & management interventions

•experimentation, innovation, evaluation...

1 Never stand still

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