Topics in this Case Study :Organization & Human Capital
Censeo developed performance measurement tools to help a national not-for-profit monitor its performance across multiple programs and take strategic action.
The client, a not-for-profit managing billions of dollars and serving thousands of underserved Americans, was struggling to measure and manage the performance of its distinct programs. To improve executive-level insight into mission performance, the organization identified the need for standardized metrics and calculations. The client brought Censeo to design performance measurement tools providing management a means to link the organization’s overall mission with its day-to-day operational performance.
Censeo conducted an assessment of existing metrics and reporting processes across programs. After identifying inconsistencies of these metrics, Censeo developed a performance metrics hierarchy to support standardization and enable comparisons across programs. This hierarchy aligned metrics to mission, customer service and operational performance, providing a clear framework to guide the development of future metrics informed by industry best practices. The team validated this framework with key executives and developed a process for driving enterprise-wide standardization. Finally, the team designed and developed an Excel-based reporting tool that reduced the existing collection and reporting burden on employees while providing executives with the information critical to decision-making.
Censeo worked closely with leadership, meeting multiple times with key executives at various levels of the organization to develop a visual performance measurement dashboard that is mission-aligned and user-friendly. This tool will support the organization’s performance management strategy by:
- Enabling executive-level decision-making and allowing leadership to make necessary course corrections early and often;
- Measuring success across a complex and historically stove-piped organization;
- Ensuring front-line priorities alignment with the larger mission; and,
- Initiating the change management and training activities critical for driving performance metrics standardization and consistency.