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
  • norcare.ppt

    1. 1. Key Performance Indicators Paul Leake
    2. 2. Key Performance Indicators <ul><li>What are Key Performance Indicators? </li></ul><ul><li>What is the process for identifying Key Performance Indicators? </li></ul><ul><li>What Key Performance Indicators may be suitable for Norcare </li></ul>
    3. 3. Why measure performance? <ul><li>“ If you don’t measure results, you can’t tell success from failure </li></ul><ul><li>If you can’t see success you can’t reward it </li></ul><ul><li>If you can’t reward success, you’re probably rewarding failure </li></ul><ul><li>If you can’t see success, you can’t learn from it </li></ul><ul><li>If you can’t recognise failure, you can’t correct it </li></ul><ul><li>If you can demonstrate results, you can win public support </li></ul><ul><li>What gets measured gets done.” </li></ul>
    4. 4. What are Key Performance Indicators? <ul><li>Monitor and measure service delivery and business performance </li></ul><ul><li>Those indicators that identify whether the organisation is meeting, or failing to meet, its aims and objectives </li></ul>
    5. 5. Identifying KPIs <ul><li>Related to strategic aims </li></ul><ul><li>Identify what makes the organisation a success or a failure </li></ul><ul><li>Controllable and Accountable </li></ul><ul><li>Owned by organisation </li></ul><ul><li>Outcomes or pre-requisites </li></ul><ul><li>Long-term / Short-term </li></ul><ul><li>Qualitative vs Quantitive </li></ul><ul><li>SMART </li></ul>
    6. 6. SMART <ul><li>Specific </li></ul><ul><li>Measurable </li></ul><ul><li>Achievable </li></ul><ul><li>Relevant </li></ul><ul><li>Timed </li></ul>
    7. 7. Common Problems <ul><li>KPIs not related to strategy </li></ul><ul><li>Short-termist </li></ul><ul><li>Backward looking </li></ul><ul><li>Used to ‘punish’ rather than motivate and equip </li></ul><ul><li>Too many measurements </li></ul>
    8. 8. KPIs for Norcare <ul><li>A note of caution… </li></ul><ul><li>Rejected KPIs </li></ul><ul><li>Suggested KPIs </li></ul>
    9. 9. Rejected KPIs <ul><li>Source of referrals* </li></ul><ul><li>Number of repairs to property </li></ul><ul><li>Number of complaints (SH) </li></ul>
    10. 10. Suggested KPIs <ul><li>Corporate’ KPIs </li></ul><ul><li>KPIs in each operational area </li></ul>
    11. 11. Corporate KPIs <ul><li>Staff Absences </li></ul><ul><li>Percentage of expenditure spent on direct charitable expenditure </li></ul><ul><li>Percentage of contract income from largest three commissioners </li></ul><ul><li>Percentage of staff meetings assessed training needs </li></ul>
    12. 12. Service KPIs: Supported Housing <ul><li>Numbers of referrals* </li></ul><ul><li>Occupancy rate </li></ul><ul><li>Length of stay </li></ul><ul><li>Destination on departure </li></ul><ul><li>Housing Management (eg repairs dealt with within one week, tenancy ‘turnaround time’) </li></ul><ul><li>Offending behaviour </li></ul>
    13. 13. Service KPIs: Floating / Tenancy Support <ul><li>Number of referrals* </li></ul><ul><li>Capacity </li></ul><ul><li>Length of support </li></ul><ul><li>Success rate in obtaining / maintaining accommodation </li></ul><ul><li>Offending behaviour </li></ul>
    14. 14. Service KPIs: Addiction Services <ul><li>Number of referrals </li></ul><ul><li>Stopped substance misuse </li></ul><ul><li>Reduced substance misuse </li></ul><ul><li>Accommodation obtained / maintained / secured </li></ul><ul><li>Gained employment </li></ul><ul><li>Entered education / training </li></ul>
    15. 15. Service KPIs: Volunteer Services <ul><li>New enquiries </li></ul><ul><li>New recruits </li></ul><ul><li>Total task / training hours </li></ul><ul><li>Volunteers moving into education or employment </li></ul>

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