Example of Kpi and Benchmarking

Balanced Score card

Balanced Score card is the performance targets according to a range of perspectives not only finance. It has 4 main perspectives: financial, customer, internal process, learning and growth.

In an organization, the area of financial includes the cash flow and profit margin. Customer area includes customer satisfaction, service delivery. Internal process includes operation process for delivery service and communication platform for internal division. Learning and growth includes the investment for the training or research.

In social service organizations, KPI (key performance indicator) can be stated in the balanced score card as the follow:

a. Financial: There is +/- 5 varies difference in overall budget expenditure of each centre in each year

b. Customer: it should be 95% satisfaction rate gained from the service users

c. Internal Process : two safety measures should be improved in the year

d. Learning and growth: 100 training hours should be conducted for 30 staff training centre in one year.

Benchmarking

Benchmarking involves the comparison of an organization's pratices with others in order to identify areas of improvement

Approaches to Benchmarking

1. Historical benchmarking; performance in relation to previous years

2. Industry or sector Benchmarking: performance by looking at the competitive performance of other organization in the sam inductor sector or between similar public service provider

3. Best-in-class benchmarking; performance in relation to the comparison of the best practice organization

12 Day Activity Centres for mentally handicapped person in Fu Hong Society is using internal benchmarking of industry or sector benchmarking, in which the benchmark of 80% satisfaction rate of users' parents gained is required while 4 times Parent group meeting at least in one year when compared in the same sector benchmarking.

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