What are 5 performance measures?

There are five specific types of measures that have been identified, defined and will be applied throughout Iowa state government: input, output, efficiency, quality and outcome.

dom.iowa.gov - What are the different types of performance measures?

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There are five specific types of measures that have been identified, defined and will be applied throughout Iowa state government: input, output, efficiency, quality and outcome. Input measures monitor the amount of resources being used to develop, maintain, or deliver a product, activity or service. Examples include:

Money spent on equipment

Number of employee hours worked

Number of vehicles

Facility costs

Total operating expenditures

Rental fees

Number of full-time employees

Output measures monitor “how much” was produced or provided. They provide a number indicating how many items, referrals, actions, products, etc. were involved. Examples include:

Number of permits issued

Number of pavement miles resurfaced

Number of people trained

Number of water leaks fixed

Number of cases managed

Number of arrests made

Number of documents processed

Number of clients served

Efficiency measures are used to monitor the relationship between the amount produced and the resources used. This means that efficiency measures are created by comparing input and output, see expressing measures with two or more variables. There are two general types of efficiency measures: unit cost and productivity. Unit cost is a comparison of an input to an output (i.e. resources used/number produced). Productivity is a comparison of an output to an input (i.e. number produced/resources used). Examples include:

Unit Cost

Cost per license issued

Cost per employee taught

Cost per lane-mile paved

Cost per client served

Cost per document

Productivity

Licenses processed per employee-hour

Units produced per week

Students taught per instructor

Cases resolved per agent

Calls handled per hour

Quality measures are used to determine whether customer expectations are being met. These expectations can take many forms, including: timeliness, accuracy, meeting regulatory requirements, courtesy, and meeting customer needs. The expectations can be identified as a result of internal or external feedback. The comparison of outputs is often used to create measures of quality. It may be important to identify certain aspects (aspects / total outputs) about the services, products or activities produced by an organization that are important to its customers. This comparison of specific outputs to total outputs is used to create measures of accuracy, timeliness and to determine the extent regulatory requirements are met. Quality measures can also be derived from the evaluation of customer feedback data. See expressing measures with two or more variables.

Examples include:

Timeliness

Busy signal rate

Percent of drivers licenses issued within one hour.

Accuracy

Percent of applications requiring rework due to internal errors.

Taxpayer error rate on tax returns.

Requirements

Percent of wells meeting minimum water quality requirements.

Percentage of clients that rated themselves as successfully rehabilitated.

Meeting Customer Needs

Percentage of customers that rated service good, very good or excellent.

Outcome measures are used determine the extent to which a core function, goal, activity, product, or service has impacted its intended audience. These measures are usually built around the specific purpose or result the function, goal, service, product, or activity is intended to deliver or fulfill. An outcome measure should show progress towards or achievement of agency mission or goals. See expressing measures with two or more variables. Examples include:

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What are the 10 characteristics of good KPI?

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linkedin.com - What are the characteristics of a good KPI? - LinkedIn

"KPIs represent a set of measures focusing on those aspects of organizational performance that are the most critical for the current and future success of the organization."

David Parmenter

A Key Performance Indicator (KPI) is a measure used by an organization to monitor and quantify the success of the strategic and operational goals it has previously set. A KPI allows a organization to use indicators to analyze the success of long term strategic goals and objectives as well as the performance of projects and other operational functions like marketing, sales, production and customer care.

For KPIs to be effective, they should have these characteristics:

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