绩效管理英文资料bscfinalpresentation（P

“PerformanceCounts…”™©2002byHowardRohm.Allrightsreserved.U.S.FoundationforPerformanceMeasurementHowardRohmVice-President,theBalancedScorecardInstituteDirector,U.S.FoundationforPerformanceMeasurementInternet:@fpm.comPhone:[phone]ImprovePublicSectorResultsWithABalancedScorecard:NineStepsToSuccess“PerformanceCounts…”™©2002byHowardRohm.Allrightsreserved.U.S.FoundationforPerformanceMeasurement“Peopleandtheirmanagersareworkingso“Peopleandtheirmanagersareworkingsohardtobesurehardtobesurethingsaredonerightthingsaredoneright,that,thattheyhardlyhavetimetodecideiftheyaretheyhardlyhavetimetodecideiftheyaredoingtherightthingsdoingtherightthings.”.”StephenR.CoveyStephenR.Covey“PerformanceCounts…”™©2002byHowardRohm.Allrightsreserved.U.S.FoundationforPerformanceMeasurementSeminarObjectiveszIntroduceaframeworkforbuildingandimplementingapublic-sectorbalancedscorecardperformancemanagementsystemzLearnhowtouseabalancedscorecardinamanaging-for-resultsenvironmentzUnderstandhowascorecardsystemcanhelpalignorganizationeffortwithstrategyzLearnbestpractices,andhowtoovercomeobstaclesandchallenges“PerformanceCounts…”™©2002byHowardRohm.Allrightsreserved.U.S.FoundationforPerformanceMeasurementDefinitionsMission:Whatweareabout(e.g.,“Ourmissionistoprovide…”)Vision:Whatwewanttobeinthefuture(e.g.,“Ourvisionistobetheleadingproviderof…”)Perspectives:Differentviewsofourorganization(e.g.,customers/stakeholders,employee&capacity,financial,internalprocesses)Customers:Directbeneficiariesofourservicesorproducts(e.g.,citizens)Stakeholders:Theuniverseofpeoplewithaninterestinourproductsandservices(e.g.,BoardofCountyCommissioners,press,vendors,regulators)Outcomes:Whatresultsaredesired;ourplannedaccomplishments(e.g.,Improvecitizensatisfaction)Goals:Whatwewanttoachievebyacertaintime(e.g.,reduceno.ofrepeatoffendersby10%nextyear,increaseparticipationby25%overtwoyears,reduceannualcrimerateper100,000peopleby10%)Strategies:Howweintendtoaccomplishourvisionandgoals;ourapproach,or“gameplan”(e.g.,acquireadditionalparkland,developnewfaith-communityandbusinesspartnerships,reducetaxes)Objectives:Strategycomponents;actionitemsthatmustbedone(e.g.,improveprocessingtime,increaseemployeeskills,developanewclaimsprocess)StrategicMap:Cause-effectrelationshipsamongstrategycomponentsOutputs:Whatisproduced(e.g.,no.ofvaccinationsgiven,no.ofclaimsaccuratelyprocessed)PerformanceMeasures(Lagging):Indicatorsofsuccess(e.g.,no.ofcitizensservedlastmonth)(Leading):Predictors(performancedrivers)offuturesuccess(e.g.,increaseinemployeeknowledge)Target:Desiredlevelofperformanceforaperformancemeasure(e.g.,customersatisfactiontarget=95%)Initiatives:Actionprogramsthatwillachieveourperformancegoals(e.g.,licenserenewalsviaInternet)“PerformanceCounts…”™©2002byHowardRohm.Allrightsreserved.U.S.FoundationforPerformanceMeasurementBasicDesignOfABalancedScorecardPerformanceSystemVisionVision&&StrategyStrategyCustomers/CitizensCustomers/CitizensMeasureMeasureTargetTargetInitiativeInitiativeObjectiveObjectiveCustomersCustomersMeasureMeasureTargetTargetInitiativeInitiativeObjectiveObjectiveLearning&GrowthLearning&GrowthInnovation&LearningInnovation&LearningObjectiveObjectiveMeasureMeasureTargetTargetInitiativeInitiativeBudgetBudgetFinancialFinancialMeasureMeasureTargetTargetInitiativeInitiativeInternalBusinessProcessInternalBusinessProcessObjectiveObjectiveInternalBusinessProcessesInternalBusinessProcessesSource:Kaplan&Norton“PerformanceCounts…”™©2002byHowardRohm.Allrightsreserved.U.S.FoundationforPerformanceMeasurementPublic-SectorBalancedScorecardMissionMissionCustomers/CitizensCustomers/CitizensMeasureMeasureTargetTargetInitiativeInitiativeObjectiveObjectiveCustomers&StakeholdersCustomers&StakeholdersMeasureMeasureTargetTargetInitiativeInitiativeInternalBusinessProcessInternalBusinessProcessObjectiveObjectiveInternalBusinessProcessesInternalBusinessProcessesMeasureMeasureTargetTargetInitiativeInitiativeObjectiveObjectiveLearning&GrowthLearning&GrowthEmployees&OrganizationCapacityEmployees&OrganizationCapacityObjectiveObjectiveMeasureMeasureTargetTargetInitiativeInitiativeBudgetBudgetFinancialFinancialStrategyStrategy“PerformanceCounts…”™©2002byHowardRohm.Allrightsreserved.U.S.FoundationforPerformanceMeasurementBalancedScorecardLogicGoalsGoalsVisionCustomersMeasuresMeasuresInitiativesInitiativesStrategicMapStrategicMapMissionMissionCoreValuesCoreValuesTargetsTargetsPerspectivesFocusAreasFocusAreasSTRATEGYSTRATEGYObjectivesObjectives“PerformanceCounts…”™©2002byHowardRohm.Allrightsreserved.U.S.FoundationforPerformanceMeasurementCommittingtoPerformance-basedManagementFrom:ControlandComplianceƒRules-governedƒLimitedflexibleƒNon-preventive(reworkbasedonfeedback)ƒNegativefocusƒControlofindividualsToward:PerformanceAccountabilityƒMissiondrivenƒCustomerdrivenƒEmployeeresponsiveƒFlexibleƒPreventiveƒPositive,teamfocusRequired…asignificantculturalchange!Required…asignificantculturalchange!Required…asignificantculturalchange!“PerformanceCounts…”™©2002byHowardRohm.Allrightsr