Tennessee Center for Performance Excellence Section 3 – Evaluating Results

Tennessee Center for Performance Excellence

Section 3 – Evaluating Results

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Criteria Key Characteristics

“The Criteria focus on results,” so . .

• What should I be looking for?

• How do I evaluate what I find?

• What do I do with the results of my evaluation?

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What Should I be Looking for?

• Expected Results

• Appropriate Comparisons

• Important Segmentation

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Expected Results

Responses to Process Criteria Questions should provide

• Process outputs and outcomes • Performance measures used to manage and

improve processes

Key Product and Service Descriptions should provide

• Features important to customers

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Expected Results

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Expected Results

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Expected Results

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Expected Results

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Expected Results

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Expected Results

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Expected Results

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Appropriate Comparisons

• “Performance is examined relative to competitors and/or other organizations providing similar products and services”

• “Include appropriate comparative data”

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Appropriate Comparisons

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Appropriate Comparisons

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Important Segmentation

“Segment your results . . .”

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Important Segmentation

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Important Segmentation

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Important Segmentation

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Important Segmentation

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How Do I Evaluate Performance?

Performance is generally presented in one of three ways

• Charts/Graphs

• Tables

• Narrative

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How Do I Evaluate Performance?

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How Do I Evaluate Performance?

• Importance

• Performance Level/Relative Performance

• Rate of Improvement (Trend)

• Coverage

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How Do I Evaluate Performance?

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How Do I Evaluate Performance?

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How Do I Evaluate Performance?

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How Do I Evaluate Performance?

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How Do I Evaluate Performance?

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How Do I Evaluate Performance?

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How Do I Evaluate Performance?

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How Do I Evaluate Performance?

End of Section 3