绩效管理知识讲解（英文版）(pdf 33页)
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资料简介：
绩效管理知识讲解内容简介：
Introduce a framework for building and implementing a
public-sector balanced scorecard performance
management system
Learn how to use a balanced scorecard in a managingfor-
results environment
Understand how a scorecard system can help align
organization effort with strategy
Learn best practices, and how to overcome obstacles
and challenges
Mission: What we are about (e.g., “Our mission is to provide …”)
Vision: What we want to be in the future (e.g., “Our vision is to be the leading provider of …”)
Perspectives: Different views of our organization (e.g., customers/stakeholders, employee & capacity, financial,
internal processes)
Customers: Direct beneficiaries of our services or products (e.g., citizens)
Stakeholders: The universe of people with an interest in our products and services (e.g., Board of County
Commissioners, press, vendors, regulators)
Outcomes: What results are desired; our planned accomplishments (e.g., Improve citizen satisfaction)
Goals: What we want to achieve by a certain time (e.g., reduce no. of repeat offenders by 10% next year, increase
participation by 25% over two years, reduce annual crime rate per 100,000 people by 10%)
Strategies: How we intend to accomplish our vision and goals; our approach, or “game plan” (e.g., acquire
additional parkland, develop new faith-community and business partnerships, reduce taxes)
Objectives: Strategy components; action items that must be done (e.g., improve processing time, increase
employee skills, develop a new claims process)
Strategic Map: Cause-effect relationships among strategy components
Outputs: What is produced (e.g., no. of vaccinations given, no. of claims accurately processed)
Performance Measures (Lagging): Indicators of success (e.g., no. of citizens served last month)
(Leading): Predictors (performance drivers) of future success (e.g., increase in employee knowledge)
Target: Desired level of performance for a performance measure (e.g., customer satisfaction target = 95%)
Initiatives: Action programs that will achieve our performance goals (e.g., license renewals via Internet)
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