How do we know if the changes we implement are making us better? Are we tracking the output of our daily work to collect data and reach our goals? What do we use to measure how we are doing?
A performance measure provides a way for us to monitor how we are doing at an individual, team, division, or department level. A good performance measure provides data to support changes and helps us decide the next direction.
Clear Impact, a global data management software company, states there are three universal performance measures:
1. How much did we do?
Example: How many citizens applied for the program?
2. How well did we do?
Example: What is our average time from application submission to decision?
3. Is anyone better?
Example: Have those that qualified for the service used the benefits?
According to Clear Impact, the most important performance measures are the ones that tell us if our citizens are better because of the changes we have implemented.
If you already have performance measures, then take a moment to ask if they are the right measure(s). If you don’t have any then gather your team and take a moment to review the questions provided above. Once there is a team consensus on, “How much did we do?” begin to answer, “How well did we do?” and, “How much better are those that utilize our services?” Develop performance measures together to track progress and create a sense of ownership for the work that is accomplished.
Additionally, the Show Me Excellence Yellow Belt training is a resource that can introduce teams to defining performance measures, common challenges of performance measures, and more. Need extra help crafting performance measures for your team? Contact your Operational Excellence Leader or reach out to your local Tableau expert!
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