Page 283 - DMGT522_SERVICES MANAGEMENT

Services Management

Notes Agencies must include performance information programmatic and financial in the
overview to their financial statements.
An organisation that has as one of its goals “to be the most profitable company in our
industry” will have Key Performance Indicators that measure profit and related fiscal
measures.

“Pre-tax Profit” and “Shareholder Equity” will be among them.
However, “Percent of Profit Contributed to Community Causes” probably will not be
one of its Key Performance Indicators.

On the other hand, a school is not concerned with making a profit, so its Key Performance
Indicators will be different. KPIs like “Graduation Rate” and “Success in Finding
Employment after Graduation”, though different, accurately reflect the schools mission
and goals.
An operation is composed of processes designed to add value by transforming inputs into
useful outputs. Inputs may be materials, labour, energy and capital equipment.
Outputs may be a physical product (possibly used as an input to another process) or a
service.

Processes can have a significant impact on the performance of a business, and process
improvement can improve a firm’s competitiveness.

13.7 Keywords

Accountability: An obligation or willingness to be assessed on the basis of appropriate measures
of actions and outcomes with regard to the achievement of workgroup/program/organisation
or policy purposes.

Capacity: The ability of a work group, program, or organisation to carry out the essential public
health services, and in particular to provide specific services; for example, disease surveillance,
community education, or clinical screening. This ability is made possible by specific program
resources as well as by maintenance of the basic infrastructure of the public health system.
Goal: An issue-oriented statement of an organisation’s desired future direction or desired end
state. Goals guide an organisation’s efforts; they articulate the overall expectations and intentions
for the organisation.

Mission Statement: A comprehensive yet concise statement defining what a work group/
program/organisation does, for whom, how, and why.
Objective: A measurable target that describes specific end results that a service or program is
expected to accomplish within a given time period.
Performance Management: The use of performance measurement information to help set agreed-
upon performance goals, allocate and prioritize resources, inform managers to either confirm
or change current policy or program directions to meet those goals, and report on the success in
meeting those goals.
Performance Measure: The specific quantitative representation of a capacity, process, or outcome
deemed relevant to the assessment of performance.

Performance Standard: A generally accepted, objective standard of measurement such as a rule
or guideline against which an organisation’s level of performance can be compared.

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