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Measuring Performance: A Balanced Scorecard Approach

This project outlines a Balanced Scorecard approach to performance measurement in public policy education, aiming to address the challenges of a knowledge-based economy. It explores various types of performance measures including inputs, outputs, outcomes, and intermediate outcomes particularly in the health sector. By integrating financial, customer, internal process, and employee learning perspectives, the study highlights how these measures can enhance the quality of services and decision-making in public organizations. Funded by the European Social Fund, it proposes new curriculum standards for educational institutions.

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Measuring Performance: A Balanced Scorecard Approach

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  1. Measuring Performance: A Balanced Scorecard Approach Lazarski University May, 2011 Edward T. Jennings, Jr. University of Kentucky Martin School of Public Policy and Administration

  2. Projekt : „Odpowiedź na wyzwania gospodarki opartej na wiedzy: nowy program nauczania na WSHiP”. Projekt współfinansowany ze środków Unii Europejskiej w ramach Europejskiego Funduszu Społecznego.

  3. Types of measures • Inputs • Outputs • Outcomes • Intermediate outcomes • Final outcomes

  4. Inputs—health example • Budget of the health system • Number of health providers

  5. Outputs—health example • Surgeries conducted • Patients seen • Pills provided • Pregnant women seen, counseled, treated

  6. Intermediate outcomes—health example • Patients cured • Diseases prevented • Conditions improved • Higher infant birth weights

  7. Extended outcomes-Health Care • Improved quality of life • Reduced mortality rate • Increased length of life

  8. Translating in the Scorecard • Financial: • Input: new revenue dollars received • Output: allocations to units • Outcome: cost per person served

  9. Translating in the Scorecard • Financial: Input: new revenue dollars received Output: allocations to units Outcome: cost per person served • Employee learning and growth: Input: number of new staff • Internal process: Output: number of presentations delivered • Customer: Outcome: satisfaction • Mission: Outcome: number of healthy babies

  10. Translating in the Scorecard • Financial: Input: new revenue dollars received Output: allocations to units Outcome: cost per person served • Employee learning and growth: Input: number of new staff • Internal process: Output: number of presentations delivered • Customer: Outcome: satisfaction • Mission: Outcome: number of healthy babies

  11. Lag and Lead Indicators • According to the literatrue • Lag indicators tell us what we have accomplished • Lead indicators are predictive of what we will accomplish in the future

  12. From the Balanced Scorecard Perspective • Customer perspective • Finance perspective • Employee learning and growth • Internal Process perspective • Mission perspective

  13. Customer/client/citizen perspective Measures of how well clients, citizens, customers are served by the organization • access, timeliness, selection (of products/services or choices offered), efficiency (from the client or customer perspective) • Customer satisfaction: accuracy, availability, partnership, advice, • Customer outcomes: improved status or conditions

  14. Translating in the Scorecard • Mission: • Outcome: number of healthy babies

  15. Finance Perspective • net income, gross income, net assets, budget variance, earned income, diversification of income streams, budget or forecast accuracy • Do these work for public and nonprofit? • What else might be relevant?

  16. Process perspective • Process quality, process effectiveness, process efficiency • Does this work for public/non-profit?

  17. Employee Learning and Growth • Recruitment—quality (competence) of new employees • Retention rates • Trainings held • Improved competencies • Employee satisfaction

  18. Mission • Measures of desired results

  19. Niven’s standards for PM • Linked to strategy • Easily understood • Link in a chain of cause and effect • Updated frequently • Accessible • Quantitative • Functional

  20. Alternative standards • Valid • Reliable • Controllable

  21. Projekt : „Odpowiedź na wyzwania gospodarki opartej na wiedzy: nowy program nauczania na WSHiP”. Projekt współfinansowany ze środków Unii Europejskiej w ramach Europejskiego Funduszu Społecznego.

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