This training covers concepts and methods that can be used by service groups to obtain and interpret customer data. The training also discusses the role that good customer measurement plays in strategy development through the Performance Management planning process. It covers methods used to gather customer data based on existing data, observation, and customer satisfaction surveys, as well as provides examples. In addition, we discuss how customer surveys can be used to understand your customers' future needs as well as assess an organization ' s internal climate.
Expert choice (EC) is a group decision support software application that
allows service groups to make quicker and justifiable group decisions. In
combination with the wireless hardware, EC allows real-time interaction of
management teams to achieve consensus on decisions. EC has been used by several
Government, Commercial, and International organizations to make and document
decisions in areas such as: resource allocation, vendor selection, strategic
planning, risk assessment, and HR management. The training will consist of a
fun exercise where participants will make a group decision using the EC
hardware and software.
Data Analysis and Graphing
This training assists you in planning for data collection and analysis
by using the Data Collection Plan template. It discusses various ways to
display and analyze data, and describes how to construct various graphs for
data analysis. It also reviews specifics of creating basic charts using Excel
This training will provide assist you to understand on how to calculate
the common financial measures of unit cost and asset utilization. It will
include guidance on determining appropriate output measures for unit costs and
issues to consider in collecting data for the assess utilization ratio.
Managing with Measures
This training will review how to define both lead and lag measures to
gauge progress on meeting the performance objectives defined in your Service
Group's Performance Management Plan (PMP). It will also review how to set up
basic data collection systems and demonstrate how to graph and analyze data to
evaluate effectiveness in implementing your strategy. Examples from actual
service group teams in ORF and ORS will be used to demonstrate the process of
defining lead/lag measures, setting up data collection forms, graphing, analyzing,
and interpreting data for improvement purposes.
Performance Management Using the Balanced Scorecard Approach
This training will provide a historical review of performance management
in ORF and ORS, along with discussing the basics of applying the method to your
service area. The Balanced Scorecard (BSC) approach to strategic planning is reviewed,
including tips for understanding the value you deliver to customers, and
defining your performance objectives for the four BSC perspectives: customer,
internal business process, learning and growth, and financial. Use of the
Performance Management Plan (PMP) will be reviewed as a tool to summarize and
communicate your strategic plan to others.
Seven Steps to Performance-Based Acquisition
The Seven Steps to Performance-Based Acquisition course teaches a
seven-step process to develop a performance-based acquisition and structure it
around the purpose of the work to be performed. By working through the seven
steps, students develop performance-based competencies that can be immediately
applied to acquisition requirements. The course emphasizes the teamwork,
culture change, championship, and performance management that are so vital to a
successful and effective performance-based acquisition.
A process is a series of steps, actions, or tasks that lead to the
creation or delivery of a product or service. A process map is a visual
representation of the sequential activities that transform inputs to outputs.
ORS’ Process Mapping workshop provides an introduction to understanding
business processes and mapping them for purposes of understanding, analysis,
and improvement. Workshop participants will have the opportunity to break out
into groups and create a process map. Attendees will gain: an appreciation for
understanding work as a process; a familiarity with the purpose and value of
different types of process maps; and an understanding of basic concepts of
process measurement and process improvement.
This training reviews reasons why it is important to understand business
processes, it reviews a few types of process maps and the purposes of each, it
describes how to create a deployment flowchart, and it provides a short review
of process measurement and the process improvement cycle.
The FY10 training includes information and examples regarding the use of
process mapping in support of the NIH Risk Management (RM) Program.