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Key Performance Indicators

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Title: Key Performance Indicators


1
Key Performance Indicators
  • Paul Leake

2
Key Performance Indicators
  • What are Key Performance Indicators?
  • What is the process for identifying Key
    Performance Indicators?
  • What Key Performance Indicators may be suitable
    for Norcare

3
Why measure performance?
  • If you dont measure results, you cant tell
    success from failure
  • If you cant see success you cant reward it
  • If you cant reward success, youre probably
    rewarding failure
  • If you cant see success, you cant learn from it
  • If you cant recognise failure, you cant correct
    it
  • If you can demonstrate results, you can win
    public support
  • What gets measured gets done.

4
What are Key Performance Indicators?
  • Monitor and measure service delivery and business
    performance
  • Those indicators that identify whether the
    organisation is meeting, or failing to meet, its
    aims and objectives

5
Identifying KPIs
  • Related to strategic aims
  • Identify what makes the organisation a success or
    a failure
  • Controllable and Accountable
  • Owned by organisation
  • Outcomes or pre-requisites
  • Long-term / Short-term
  • Qualitative vs Quantitive
  • SMART

6
SMART
  • Specific
  • Measurable
  • Achievable
  • Relevant
  • Timed

7
Common Problems
  • KPIs not related to strategy
  • Short-termist
  • Backward looking
  • Used to punish rather than motivate and equip
  • Too many measurements

8
KPIs for Norcare
  • A note of caution
  • Rejected KPIs
  • Suggested KPIs

9
Rejected KPIs
  • Source of referrals
  • Number of repairs to property
  • Number of complaints (SH)

10
Suggested KPIs
  • Corporate KPIs
  • KPIs in each operational area

11
Corporate KPIs
  • Staff Absences
  • Percentage of expenditure spent on direct
    charitable expenditure
  • Percentage of contract income from largest three
    commissioners
  • Percentage of staff meetings assessed training
    needs

12
Service KPIs Supported Housing
  • Numbers of referrals
  • Occupancy rate
  • Length of stay
  • Destination on departure
  • Housing Management (eg repairs dealt with within
    one week, tenancy turnaround time)
  • Offending behaviour

13
Service KPIs Floating / Tenancy Support
  • Number of referrals
  • Capacity
  • Length of support
  • Success rate in obtaining / maintaining
    accommodation
  • Offending behaviour

14
Service KPIs Addiction Services
  • Number of referrals
  • Stopped substance misuse
  • Reduced substance misuse
  • Accommodation obtained / maintained / secured
  • Gained employment
  • Entered education / training

15
Service KPIs Volunteer Services
  • New enquiries
  • New recruits
  • Total task / training hours
  • Volunteers moving into education or employment
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