Evidence-based performance measures.(required reading)

Proof of performance or the absence thereof: that's what you get with well-defined performance measures. Properly constructed performance measures describe targeted outcomes in both quantitative and qualitative terms, permitting a fair and objective assessment of performance as an organization moves from its current state to its desired state. As a result, rather than speaking of what "seems to be so" or how one "feels about" the performance of a department, colleague or vendor, performance measures provide objective, evidence-based measures of performance.

Establishing valid performance measures isn't easy. But the investment pays tremendous dividends. Individuals can prove their value to organizations; managers can justify rewarding/trimming staff; performance reviews can be more factual and less emotional; and organizations can clarify the value they deliver to employees, customers and shareholders.

Elements Of Performance Measures

There are three elements to effective performance measures: Goals, the results to be achieved; Objectives, the major ways in which goals will be achieved; and Action Plans, the tactical steps necessary to achieve each objective. Each element must be stated in terms that are measurable, achievable and time-specific. No single element should be more than a sentence, and each statement should refer to a single event or occurrence.

Five Most Common Mistakes With Solutions

Misuse of Adjectives: "Top quality", "cost effective", "excellent" and "appropriate" are all good examples of this common error in crafting performance measures. "Conduct an excellent annual conference" can only be subjectively assessed. The technique for correcting this kind of error is the use of a "FIB" question: a "fill-in-the-blank" question that will stimulate greater clarity. Here's how it works. Ask: "Our annual meeting will have been excellently conducted when it --?" Another example: "Ensure our product is top quality". Ask: "Our product will be top quality when it --," or "We will know that our product is top quality when --". Implementing this solution will likely produce numerous responses, each of which is likely to be a new element.

Misuse of Verbs: "Promote", "support", "coordinate", "educate", "attend", "improve" are great examples of this error. "Attend the XYZ meeting on 1/31/04" is not an outcome. Warming a seat is not an accomplishment. The technique for correcting this kind of error is to ask "why" regarding the verb; and be sure to ask "why" in a couple of different ways, for example: "Why am I attending the XYZ meeting?" implementing this solution will likely produce numerous responses, each of which is likely to be a new element.