3.4 What is the relationship between performance measurement, performance accountability and evaluation?

The Short Answer (1) Performance accountability and performance or program evaluation both make use of performance measures.  Evaluation is part of performance accountability. (2) Different purposes:  Evaluations provide a structured, disciplined analysis of how well a program works, so that managers and funders can make judgments about how and whether to change, continue or terminate a program and whether it is [...]

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3.6 Where do we start in an organization that doesn’t want to do this?

The Short Answer 1. Start small and start with what you can do without "permission." 2. Keep it low visibility and low risk until it is clearly useful Full Answer (1) The answer to this question very much depends on your position in the organization. The truth of the matter is that it is [...]

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3.7 How do we identify performance measures for programs or services?

The Short Answer All performance measures (that have ever existed for any program in the history of the universe) fall into one of four categories, derived from the intersection of quantity and quality vs. effort and effect. QUANTITY QUALITY EFFORT What did we do? How much service did we deliver? How well did we do [...]

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3.8 What are the differences between the 4 quadrants of performance measures?

The Short Answer (1) There are many classification schemes or typologies for performance measures that have been used over the years. The 4 quadrant typology is a new way to account for all the different kinds of performance measures. And it can be used to diagnose other classification schemes for performance measures. (2) Think [...]

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3.9 What is the difference between 4 Quadrant performance measures and logic model performance measures?

The Short Answer 1. The 4 Quadrant method and logic model methods can be seen as complementary, not contradictory, approaches. 2. The 4 Quadrant model goes directly to the identification of performance measures, without a lot of preliminaries: What do we do? (quantity of effort = # clients served, # activities performed) (= logic model outputs). [...]

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3.10 How do we identify performance measures for administrative functions like personnel, budgeting, etc.?

Check out the updated version of this page here! The Short Answer 1. For each administrative activity, identify the measures (in the upper right quadrant) that describe how well that activity is performed. These usually have to do with timeliness (e.g. % of invoices paid in less than 30 days, average time to fill a [...]

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3.12 How do we select the most important ” headline” performance measures for my program or service?

The Short Answer 1. Identify the measures for which you currently have data. 2. Choose the most important using a forced choice process, asking: "If you had to talk about your program with just one of these circled measures, which one would it be?" 3. Identify your data development agenda using a forced choice [...]

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3.13 Where do we get the data to do this work? How do we get better data?

The Short Answer 1. Start with the data you already have. Most programs collect far more data than they use. Do not start the process by collecting new data. 2. Create new data where necessary. Be creative. Use common sense sampling techniques. Some data is better than no data. Full Answer Existing sources and [...]

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3.14 What do we do with performance measures once we have them? How can we use performance measures to improve performance?

The Short Answer 1. Simple guiding principle: If it's not useful, don't do it. 2. If it's useful to managers, then it will be useful to everyone else in the decision making process. 3. Use the Seven Questions about performance on a regular basis at every intersection between a supervisor and subordinate throughout the system. 4. [...]

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