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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
