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norcare.ppt
norcare.ppt
norcare.ppt
norcare.ppt
norcare.ppt
norcare.ppt
norcare.ppt
norcare.ppt
norcare.ppt
norcare.ppt
norcare.ppt
norcare.ppt
norcare.ppt
norcare.ppt
norcare.ppt
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norcare.ppt

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  • Osborne and Gaebler
  • Note of caution – it is impossible to set effective KPIs unless they are integrated with Norcare’s strategy.
  • Referrals – Annual Review shows this as a KPI. However source of referrals (as opposed to number) does not necessarily affect outcomes
  • As idenfitied in Annual Report
  • Transcript

    • 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 don’t measure results, you can’t tell success from failure
      • If you can’t see success you can’t reward it
      • If you can’t reward success, you’re probably rewarding failure
      • If you can’t see success, you can’t learn from it
      • If you can’t recognise failure, you can’t 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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