Implementation of Measurement Frameworks for Sustained Performance

Description• The Measurement Framework

describes the overall governance and monitoring structure of performance

• It establishes how to measure performance, benchmarks for success, and how we are performing against benchmarks

• It reports and highlights issues of performance deviation, initiates root cause analysis, and applies continuous learning and improvement

(2) Performance Monitoring & Forecasting

(1)Definition of Business Values and KPIs

Analyzes success and failure of initiatives

Generates insights aimed at the Customer Value Creation and performance improvement

Identifies issues, analyzes causes and determines solutions

Sets business value targets to measure the success of initiatives Defines KPIs and their benchmarks to monitor performance based on defined targets

Monitors performance across all units

Forecasts results of Implementation

Produces reporting for all relevant stakeholders

(3) Continuous Learning Management

Framework

Measurement Framework: (2) Performance Monitoring & Forecasting

Capability Description

This capability provides: • Real-time monitoring of in-flight initiatives to apply needed remediation• Time series analysis against forecasted metrics (e.g. strategic and

operational KPIs)• Inclusion of a control group to determine success of Customer interactions• Measurement of performance against targets• May include functions covering part or all of resource and capacity planning

Reporting covers detail levels, time periods , delivery channels, and target audiences on an initiative level and an aggregate levelBalanced scorecards are used to monitor performance against KPIs (i.e. actual versus forecasted)

Measurement Framework: (3) Continuous Learning Management

Continuous improvement is achieved through a cultural commitment toward advancing the performance of initiatives

Each functional owner in the process is a part of the continuous learning management

The scorecard should include sections for each function as well as a strategic section to enable both top-level and tactical management

The scorecard should continually be adapted to improve over time

Objectives

Analyzes success and failure of initiatives• Understands performance against scorecard targets• Identifies drivers of performance• Determines performance improvement points within initiatives

Identifies issues, analyzes causes and determines solutions (tactical)

• Develops hypotheses to begin root cause analysis of performance outcomes

• Seeks to understand performance trends at each step in the process• Continuously utilizes control groups to test hypothesis from analysis or

expert input Generates insights aimed at the Customer Value Creation and performance improvement (strategic)

• Informs resetting of forecasts based on insights and learnings• Seeks answers to the following questions:

• What are the most important elements impacting performance?• Which elements are rarely used? • Which delivery mode perform the best? • How can continuous learning management inform the

prioritization process?• Are insights from cross unit performance driving improved

success of initiatives?

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