【正文】 performance measurement for the unit of analysis.(Performance measurement = a management tool)56Kasetsart UniversityBackground EnhancementBudgetingPlanningStakeholders (customers and shareholders)PerformancebasedManagementBalanced/plete MeasuresPerformance MeasurementSystemsSource: Neely, 199857Kasetsart UniversityBackground EnhancementProcess Results Financial Results Customer Results Output/ oute driven performance measurement at “Best Buy Corporation”58Kasetsart UniversityBackground EnhancementPerformance Measurement SystemPerformance Criteria and AreasMechanismCollection, Verification, Process, Retrieval of Data, Reporting, Analysis, and Decision/actionsRobust DatabaseCognitive Style of UsersPerformance MeasuresSystem view of performance measurement59Kasetsart UniversityBackground Enhancement (US Department of Energy, FY 1999)? Area of measurement: EngineeringFocus Performance MeasuresMinimum (standards)Desirable (targets)Systems/ operations Manual updates as technical support? % of Operations Manuals updated in accordance with schedule100% within 30 days of schedule100% on schedule? % of manuals that are accurate and plete in accordance with approved schedule100% within 60 days of schedule100% on scheduleMeasure VS targets VS standards60Kasetsart UniversityBackground Enhancement? Area of measurement: EngineeringFocus Performance Measures Minimum DesirableProvide configuration management assistance, and maintain integrated schedule baseline for task, site, and project basis? % of deliveries of services and publications (on standards, Federal rules and decisions, environmental reports, Federal Codes, Statewide orders, and construction estimating standards) in accordance to requests60% of inquiries are pleted and on date requested.95% of inquiries are pleted and on date requested.? % of schedules and reports are updated and maintained on a monthly basis70% of all schedules/ reports have been updated95% of all schedules/ reports have been updated61Kasetsart UniversityBackground Enhancement? Area of measurement: Management Information SystemsFocus Performance Measures Minimum DesirableUser satisfaction with support activities? % of software problems solved on the first call to Help Desk50% 85%? Number of support hours required per enduser devices hours hours? % of Help Desk technicians certified as Microsoft Office Experts25% 75%62Kasetsart UniversityBackground Enhancement? Area of measurement: Management Information SystemsFocus Performance Measure Minimum DesirableEffective project management control of Information Systems projects? % of Information Systems initiatives pleted60% pletion within ? 15 % of planned date and planned manhours85% pletion within ? 15 % of planned date and planned manhours63Kasetsart UniversityBackground Enhancement? Area of measurement: Management Information SystemsFocus Performance Measures Minimum DesirableMaximize work and application availability? % of work availability (Access, Visio, Inter Connector, Washington Email Connector)90% overall during 6:30 . to 5:00 shift97% overall during 6:30 . to 5:00 shift? % of business application availability (Travel Manger, PCentra, MagicSolutions, and so on)90% overall during 6:30 . to 5:00 shift on MondayFriday96% overall during 6:30 . to 5:00 shift on MondayFriday? Average turnaround time for problems/maintenance on the primary database10day averageLess than 10day average64Kasetsart UniversityBackground Enhancement? There have been new reports and articles on this topic appearing at a rate of one for every five hours of every working day since 1994. ? In 1996 alone, one new book on this subject appeared every two weeks. ? In 1996, the survey found that 64% of American business were actively experimenting with new ways of measuring and utilizing nonfinancial data.65Kasetsart UniversityBackground EnhancementSource: DOE, USA 66Kasetsart UniversityBackground EnhancementSource: DOE, USA 67Kasetsart UniversityBackground EnhancementSource: DOE, USA 68Kasetsart UniversityKnowwhat, knowwhere, knowwhen, knowhow, and knowwhyBackground Enhancement Knowledge Management within the Organization Relies on Robust Performance Measurement.Data and InformationExpertise and SkillsExperienceIntangible AssetsIncreasing Levels of Complexity and Value69Kasetsart UniversityBackground EnhancementSource: DOE, USA 70Kasetsart UniversityPlanning for Performance MeasurementBackground Enhancement71Kasetsart University? The Balanced Scorecard seeks to link four measurement perspectives to provide a prehensive view of business performance? Clarify and translate vision and strategy? Communicate and link strategic objectives and measures? Plan, set targets, and align strategic initiatives? Enhance strategic feedback and learningFramework for Action Source: Kaplan and Norton, 1992, 1996Balanced Scorecard Background Enhancement72Kasetsart UniversityMeasurement BasicsFinancial Perspective: How do we add value for customers/stakeholders while controlling costs?Customer Perspective: Who do we define as our customers/ stakeholders? How do we create value for our customers/ stakeholders?Internal Business Perspective: To satisfy customers/ stakeholders while meeting budgetary constraints, at what work processes must we excel?Employee Learning and Growth Perspective: How do we enable ourselves to grow and change, meeting legislative and citizen demands?Mission/ objectives/ policies (DOD, USA)