Prof C C Mjojo (Project Leader) Fundani Computer Systems (PTY) LTD Process Innovation Technology Consulting

Transcription

1 Prof C C Mjojo (Project Leader) Fundani Computer Systems (PTY) LTD mjojo@fundani.com

2 Hierarchy of Indicators in PSOs Policy Goals Strategic Objectives Programs Actions A policy initiative might derive from the President s State of the Nations Address. For example:- Skills Development may be set as a national priority in the next 5 years to counter the effects of brain drain. All layers of government will have to implement this policy.

3 Measure types in a Service Delivery Value Chain Impact Winning Trophies

4 The ICRM Work Environment Finance Triggers Triggers could be temporal and/or outputs from other work activities Work Activity Strategy Service Standards Regulations Deliverables Outputs Outcomes Personnel Technology Supporting Activities Results of Work Activity Senior Managers create Outcomes Middle-Level Management generate Outputs Lower-Level Management give rise to Deliverables

5 Components of a Work Activity Input Finance Stakeholder: Personnel Operations Manager Regulations Policies Acts Work Activity Enablers Personnel Technology Deliverables Products Services Financial Budgetary Allocation Budget Variance Regulations Compliance with regulations Achievement of mandate Enablers Personnel Skill levels Motivation Technology Access to enabling Technology Effective use of Technology Deliverables Quantity of products and services Quality of products and services

6 Components of a Service Centre in a PSO Input Products Services Stakeholder: Customer Citizen Centre Manager Expectations Policies Acts Service Centre Enablers Personnel Technology Output Served Citizen Input Quantity of products and services Quality of products and services Distribution of products and services Regulations Compliance with regulations Achievement of mandate Meeting citizen expectations Enablers Personnel Skill levels Motivation Technology Access to enabling Technology Effective use of Technology Output No of Served Citizens Fraction of Satisfied Citizens Batho Pele

7 Outcomes of strategic priorities. Input Served Citizen Society Mandates Policies Acts Outcome Transformed Citizen Input No of Served Citizens Regulations Compliance with regulations Achievement of mandate Stakeholder: Minister HOD Enablers Resources Enablers Personnel Skill levels Motivation Technology Access to enabling Technology Effective use of Technology Outcome No of Transformed Citizens

8 The impact of policy goals Input Input Transformed Citizen Society Mandates Policies Acts Impact Transformed Society Fraction of Transformed Citizens Regulations Compliance with regulations Achievement of mandate Enablers Personnel Stakeholder: Minister HOD Enablers Resources Skill levels Motivation Technology Access to enabling Technology Effective use of Technology Impact Transformed Society expressed in socio-economic terms (e.g. Apex Priorities). Adult literacy Infant Mortality Ratio Unemployment Poverty Alleviation

9 Value Chain and Key Stakeholders in PSOs Stakeholders: Personnel Customer Cabinet Deliverables Outputs Outcomes Impact Finance Work Activity Products Services Service Centre Served Citizen Society Transformed Citizen Society Transformed Society Destination Statement Personnel Technology Personnel Technology Resources Resources System Boundary A destination statement describes the target scenario in a projected timeframe. It is associated with Balanced Scorecard implementations.

10 Classification of KPIs Cabinet Minister and the Head of Department fulfill fiduciary roles Focus is on outcomes and impact of organization Citizen Plays the role of customer. BathoPele Personnel Enabler as well as an internal customer Accountability Compliance Management, and Governance, Risk and Control Management (GRC) Process Associated with work activitiesthat result in the production and distribution of goods and services Development Enabling Technology is a major factor in development

11 Perspectives We have arrived at six different views by which we can define KPIs for PSOs. These views are called perspectives. For example, we may talk of the Customer Perspective when dealing with KPIs that deal with customers. Customer KPIs focus on price, quality, delivery times, satisfaction etc. If the focus is only on indicators in one perspective, we may not achieve a balanced view of the organization. A strategic plan for a PSO that generates critical KPIs in all six perspectives above produces a Balanced Scorecard for the organization.

12 Accountability Compliance Management Governance Risk Management Control Management Value for Money

13 Customer BathoPele Customer Satisfaction (from Feedback Surveys) Meeting Service Standards Service Effectiveness Service Efficiency Information Security

14 Develop Highly Focused Destination Statements Destination Statementis essentially a detailed mission statement specifying high level goals of the enterprise in compliance with 3 rd Generation Balanced Scorecardpractice.

15 Develop Highly Focused Destination Statements Take for example the Destination Statement:- S&F2: ABC University has achieved total income of R800 million by Drilling down this KPI gives figure above. The Destination Statement contrasts current values with long term targets to give indication of the velocity of strategy implementation.

16 Link Activities to Outcomes An Activity -Outcome Diagram showing lead indicators driving outcomes. The transition lines define the relation between the KPIs. Numbers give the strength of the correlation between the KPIs. The Outcome KPIs are drawn from the Destination Statement.

17 Activity Outcome Diagram An Activity Outcome Diagram helps prioritisestrategic objectives of an organisation in a strategy development process. It constitutes part of 3rd Generation Balanced Scorecard Note that ooutcomeis a lagging indicator it records value created o Activity is leading indicator it creates value An Activity Outcome Diagram is a 2-Perspective Diagram

18 World Bank Log-Frame Compliant Activity-Outcome Outcome-Destination Diagram Destination Statement Policy Goal Outcome Outcome Measure Activity Activity Measure

19 Coordination of Apex Priorities over the 3-Spheres of Government Social Development Counselling, nutrition & HIV impact Presidency Cco Health ARV rollout and Condom distribution Provincial Gauteng Health KZN Health ARV rollout, PHC Capacity and Condom distribution National ARV rollout, PHC Capacity and Condom distribution Apex Priority (Project 12): Intensify Campaign on Communicable Diseases Education Police Life Orientation Programme Msunduzi Protect Vulnerable groups Municipal ARV rollout, PHC Capacity and Condom distribution Ethekwini ARV rollout, PHC Capacity and Condom distribution

20 Coordination of Outcomes at SACHAM CEO DS DS = Destination Statement O = Outcome A = Activity Cco O Destination Statement: In 2014 Kwa Magaleni District is HIV-Free! A SM1 SM2 SM3 DS DS DS O2 O2 O3 A2 A2 A3 Counselling, nutrition & HIV impact ARV rollout and Condom distribution Life Orientation Programme