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Reporting Phase Lifecycle Lifecycle Performance Performance Professionals Professionals The topics discussed in the reporting phase of The 120 Day Plan: Step by Step Guide include: • The Performance Reporting Process • Choosing the right Business Intelligence Tools for your data needs/architecture • Developing a strategy for identifying performance improvement opportunities • Establishing and implementing service level agreements • 7 key steps in establishing a Service Level Agreement • Service Level Agreement checklist • Choosing key performance indicators for report automation and dashboard reporting • Ten characteristics of a good KPI • Scorecards versus Dashboards • Planning your dashboard/scorecard implementation • 3 steps to creating a performance dashboard/scorecard in Microsoft Excel • Measuring and reporting customer satisfaction • Bringing it all together for a successful performance initiative The templates included in the reporting phase of The 120 Day Plan: Step by Step Guide include: • Dashboard Template • Data Warehouse Data Model • Employee Appraisal Form Template • Employee Performance Indicators Template • Lessons Learned Template • Performance Management Report Log • Training Needs Analysis Template The processes included in the reporting phase of The 120 Day Plan: Step by Step Guide include: • Performance Reporting Process • ETL, OLAP and Data Warehouse Models • SLA Process • KPI Metric Flow • Dashboard Implementation Process • Excel Dashboards • Lifecycle Customer Satisfaction © 2009 Lifecycle-performance-pros.com All rights reserved 52
Lifecycle Lifecycle Performance Performance Professionals Professionals Performance Management Templates This guide has illustrated the topics that are discussed throughout The 120 Day Plan: Step by Step Guide. This section outlines the templates that are included in The Lifecycle Performance Management Kit and brief descriptions of each. The performance management templates bring structure and organization to any performance management initiative. These templates are designed to save you time on developing and formatting performance deliverables and money researching what information is most valuable to capture. Created to support the Lifecycle Performance Framework, these templates will help make your performance initiative go smoothly. This section provides a description of each template included in The Lifecycle Performance Management Kit. Defining Phase Templates Business Objectives and Alignment - The Business Objectives and Alignment Matrix is a description of the business justification for implementing a performance initiative. This includes the high-level objectives that the initiative is intended to satisfy and the anticipated business benefit of those objectives. Objectives include both enhanced execution of business processes and performance throughout your organization. The objectives are described in terms of the capability expected from the initiative, the business benefit, and the estimated value of that benefit in terms of increased revenue, reduced cost, or some key intangible, such as improved customer relations. These objectives guide the business and system scope of the performance initiative. Organizational Impact Assessment – The organizational Impact Assessment Template provides a description of the magnitude of changes to roles, responsibilities, skills, and reporting structures should they take place. It is organized by performance activity or interrelated groups of performance activities. The assessment estimates the number of affected staff positions, and identifies the training, staffing, and cultural implications of the changes as well. If alternatives are identified, the relative impacts of each alternative are specified. Risk Assessment Template – The Risk Assessment Template will help your organization determine the quantitative and/or qualitative value of risks related to recognized threats. The risk assessment template contains a probability/impact matrix and a risk log that captures risk impact, trigger events, probability of occurrence, and mitigation and response strategies. © 2009 Lifecycle-performance-pros.com All rights reserved 53
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