ORF Performance Management Presentation List your Service Group

ORF Performance Management Presentation List your Service Group Team Members: List Leader and Members ORS National Institutes of Health Date 1

Table of Contents ORF Main Presentation PM Template ………………………………. Customer Perspective………………. Internal Business Process Perspective…………………… Learning and Growth Perspective……………………… Financial Perspective…………………………… Conclusions and Recommendations……………………. . 2

Table of Contents (cont. ) ORF Appendix Page 2 of template………………. Customer Perspective C 2 a: List Name of Measure………………………. C 2 b: List Name of Measure………………………. C 2 c: List Name of Measure………………………. Internal Business Process Perspective IB 1 a: List Name of Measure………………………. IB 1 b: List Name of Measure………………………. IB 3 a: List Name of Measure………………………. Learning and Growth Perspective LG 1 b: List Name of Measure………………………. LG 2 a: List Name of Measure………………………. Financial Perspective F 1 a: List Name of Measure………………………. F 2 a: List Name of Measure………………………. F 3 a: List Name of Measure………………………. C 4 a: List Name of Measure………………………. 3

ORF 4

ORF Relationship Among Performance Objectives • Discuss here how your objectives relate to each other and contribute to your delivering value to customers • If you wish, you can display these relationships through a strategy map diagram 5

ORF Customer Perspective 6

Customer Perspective ORF 7

ORF C 1 a: Percent of Teams with PMPs reviewed by Management (as of 30 Sept) 8

C 1 b: Percent of Divisions with PMPs ORF • Defined a PMP as having: – Value proposition, strategy, objectives, measures, and targets • Data at close of FY 03 – _____ of ORS – _____ of ORF • Date as of 30 Dec (1 st quarter FY 04) – ____ of ORS – ____ of ORF 9

Customer Perspective ORF (cont. ) Mandatory to Report on Customer Satisfaction Objective 10

ORF Customer Scorecard Methodology • Summarize how you used the ORS Customer Scorecard to gather satisfaction data – If did not conduct a survey in FY 03, describe plan for how will conduct survey in FY 04 (and ongoing from here on out) • If plan to use additional means to gather customer data (e. g. , interviews, focus groups, logs), summarize methodology here 11

C 3 a: ORS Customer Scorecard Ratings ORF In planning for FY 03 PM, how helpful would each of the following be to the teams? N = 85 Not at all helpful Note: Data gathered in FY 03 (Nov 02) regarding experience with the FY 02 ASAs. Extremely helpful 12

C 3 a: ORS Customer Scorecard Ratings (cont. ) ORF Division/Office Head Involvement with PMPs N = 62 To no Extent To a Great Extent N = 63 Not at all Helpful Extremely Helpful 13 Note: Data gathered in FY 03 (Nov 02) regarding experience with the FY 02 ASAs.

C 3 a: ORS Customer Scorecard Ratings (cont. ) ORF Product/Service Satisfaction Ratings Note: The rating scale ranges from 1 - 10 where “ 1” represents Unsatisfactory and “ 10” represents Outstanding. Refer to the Data Analysis and Graphing training for advice on interpreting these results. 14 Note: Data gathered in FY 03 (Nov 02) regarding experience with the FY 02 ASAs.

Customer Perspective ORF What does the data tell you? • While the majority of PM teams had a complete PMP at the close of FY 03, some teams were still working toward this goal • There was inconsistent review by Management of teams’ PMPs at the close of FY 03 • Customer scorecard data show teams ratings on how best to support teams during FY 03 15

Customer Perspective ORF What actions are planned? • Work with ORS/ORF teams to ensure all have a complete PMP template that is reviewed by management • Conduct ORS Customer Scorecard assessment after the Performance Management conference – Gauge effectiveness of support provided during FY 03 – Solicit ideas for improvement – Use data formulate methodology/support for FY 04 16

ORF Internal Business Process Perspective 17

ORF Internal Business Process Perspective 18

ORF List Number and the Name of the Measure 19

Internal Business Process Perspective ORF What does the data tell you? 20

Internal Business Process Perspective ORF What actions are planned? 21

ORF Learning and Growth Perspective 22

ORF Learning and Growth Perspective 23

ORF List Number and the Name of the Measure 24

Learning and Growth Perspective ORF What does the data tell you? 25

Learning and Growth Perspective ORF What actions are planned? 26

ORF Financial Perspective 27

Financial Perspective ORF (cont. ) Mandatory to Report on Unit Cost Objective 28

ORF List Number and the Name of the Measure 29

Financial Perspective ORF What does the data tell you? 30

Financial Perspective ORF What actions are planned? 31

ORF Conclusions 32

Conclusions from PMP ORF • List major findings from your PMP • List any improvements achieved • Highlight initiatives for FY 04 33

Appendix ORF • List what you have included in your Appendix: Page 2 of template Customer Perspective C 2 a: List Name of Measure……………………… C 2 b: List Name of Measure………………………. C 2 c: List Name of Measure………………………. Internal Business Process Perspective IB 1 a: List Name of Measure………………………. IB 1 b: List Name of Measure………………………. IB 3 a: List Name of Measure………………………. Learning and Growth Perspective LG 1 b: List Name of Measure………………………. LG 2 a: List Name of Measure………………………. Financial Perspective F 1 a: List Name of Measure………………………. F 2 a: List Name of Measure………………………. F 3 a: List Name of Measure………………………. C 4 a: List Name of Measure………………………. 34