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A Picture is Worth a Thousand Words: Supporting Organizational Alignment through Visual Performance Measurement Tools

Case Study

A Picture is Worth a Thousand Words: Supporting Organizational Alignment through Visual Performance Measurement Tools

Censeo developed performance measurement tools to help a national not-for-profit monitor its performance across multiple programs and take strategic action.

Situation

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.

Approach

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.

Results

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.

Featured Experts

Vanessa Tribastone
Principal
Willis Zhu
Associate Partner
Teammates
Charlie Gelatt
Engagement Manager
Proven Track
Record of Delivering
Results
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