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

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

3. ORF 3 Table of Contents (cont.) Appendix Page 2 of template………………………….………………………………. Customer Perspective C2a: List Name of Measure……………………………………………. C2b: List Name of Measure……………………………………………. C2c: List Name of Measure……………………………………………. Internal Business Process Perspective IB1a: List Name of Measure……………………………………………. IB1b: List Name of Measure……………………………………………. IB3a: List Name of Measure……………………………………………. Learning and Growth Perspective LG1b: List Name of Measure……………………………………………. LG2a: List Name of Measure……………………………………………. Financial Perspective F1a: List Name of Measure……………………………………………. F2a: List Name of Measure……………………………………………. F3a: List Name of Measure……………………………………………. C4a: List Name of Measure…………………………………………….

4. ORF 4

5. 5 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

6. ORF 6 Customer Perspective

7. ORF 7 Customer Perspective

8. ORF 8 C1a: Percent of Teams with PMPs reviewed by Management (as of 30 Sept)

9. ORF 9 C1b: Percent of Divisions with PMPs Defined a PMP as having: –Value proposition, strategy, objectives, measures, and targets Data at close of FY03 –_____ of ORS –_____ of ORF Date as of 30 Dec (1st quarter FY04) –____ of ORS –____ of ORF

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

11. ORF 11 Customer Scorecard Methodology Summarize how you used the ORS Customer Scorecard to gather satisfaction data –If did not conduct a survey in FY03, describe plan for how will conduct survey in FY04 (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

12. ORF 12 In planning for FY03 PM, how helpful would each of the following be to the teams? N = 85 Not at all helpful Extremely helpful C3a: ORS Customer Scorecard Ratings Note: Data gathered in FY03 (Nov 02) regarding experience with the FY02 ASAs.

13. ORF 13 Division/Office Head Involvement with PMPs N = 62 To no Extent To a Great Extent Not at all Helpful Extremely Helpful N = 63 C3a: ORS Customer Scorecard Ratings (cont.) Note: Data gathered in FY03 (Nov 02) regarding experience with the FY02 ASAs.

14. ORF 14 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. Product/Service Satisfaction Ratings C3a: ORS Customer Scorecard Ratings (cont.) Note: Data gathered in FY03 (Nov 02) regarding experience with the FY02 ASAs.

15. ORF 15 Customer Perspective What does the data tell you? While the majority of PM teams had a complete PMP at the close of FY03, some teams were still working toward this goal There was inconsistent review by Management of teams’ PMPs at the close of FY03 Customer scorecard data show teams ratings on how best to support teams during FY03

16. ORF 16 Customer Perspective 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 FY03 –Solicit ideas for improvement –Use data for formulate methodology/support for FY04

17. ORF 17 Internal Business Process Perspective

18. ORF 18 Internal Business Process Perspective

19. ORF 19 List Number and the Name of the Measure

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

21. ORF 21 Internal Business Process Perspective What actions are planned?

22. ORF 22 Learning and Growth Perspective

23. ORF 23 Learning and Growth Perspective

24. ORF 24 List Number and the Name of the Measure

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

26. ORF 26 Learning and Growth Perspective What actions are planned?

27. ORF 27 Financial Perspective

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

29. ORF 29 List Number and the Name of the Measure

30. ORF 30 Financial Perspective What does the data tell you?

31. ORF 31 Financial Perspective What actions are planned?

32. ORF 32 Conclusions

33. ORF 33 Conclusions from PMP List major findings from your PMP List any improvements achieved Highlight initiatives for FY04

34. ORF 34 Appendix List what you have included in your Appendix: Page 2 of template Customer Perspective C2a: List Name of Measure…………………………………………… C2b: List Name of Measure……………………………………………. C2c: List Name of Measure……………………………………………. Internal Business Process Perspective IB1a: List Name of Measure……………………………………………. IB1b: List Name of Measure……………………………………………. IB3a: List Name of Measure……………………………………………. Learning and Growth Perspective LG1b: List Name of Measure……………………………………………. LG2a: List Name of Measure……………………………………………. Financial Perspective F1a: List Name of Measure……………………………………………. F2a: List Name of Measure……………………………………………. F3a: List Name of Measure……………………………………………. C4a: List Name of Measure…………………………………………….