Effective Performance Measurement and Evaluation Strategies for Organizations

Evaluation Dr. Poudevigne

Objectives 1. Explain the importance of continuous measurement and evaluation of facility and event organizations 2. Identify stakeholders who may provide valuable information for organizations to understand their performance 3. Differentiate measurement and evaluation techniques and the impact each measure has on the organization s various internal and external stakeholders 4. Define and articulate the strengths and weaknesses of the various internal and external measurement techniques

Why Measurement and Evaluation is Important Identify and solve problems. Find ways to improve management. Determine the value of the facility or event. Measure success or failure. Identify and measure impacts. Satisfy sponsors and other stakeholders. Gain acceptance, credibility, and support.

What are Performance Measures Used for? Eight common purposes for performance management: Evaluation, control, budgeting, motivation, promotion, celebration, learning, and improvement. Describe how well the organization is using its internal and external inputs to produce the desired output.

How and When to Measure Performance? Most facilities and events use a single measure at a single point of time (i.e., post- event) Strategies to improve measurement: Vary from whom they collect data Vary techniques used to collect data Qualitative Quantitative

Balanced Scorecard Created by Kaplan and Norton (1992) Provides a balanced view of overall performance (Check Figure in textbook or journal article in D2L) Evaluation starts with strategic objectives of the facility or event Helps manager translate organizational objectives into cohesive performance indicators within 4 dimensions Finance / Customer / Internal Business Processes / Learning and Growth

Example of Balanced Scorecard

Cascading objectives

Employee Outcomes & Measurements

Other Evaluation Models EFQM Excellence Model Helps measure performance through 5 enablers of organizational action with 4 results of organizational achievements and a feedback loop through innovation and learning to allow results to drive positive change and improvements of the enablers

Other Evaluation Models TAES Model Evolved from the EFQM model Process focus on the prioritization of improvements that is realistic, resourceful, accountable and completed on time These models are internal performance measurement evaluation processes They are different from benchmarking that provides an external perspective to evaluate internal performance.

Benchmarking 2 main categories: Data benchmarks Numerical standards for calculating performance indicators Process Benchmarks Compare processes and procedures and is aggregated with performance data

Assignment 1. Choose the Scorecard approach to evaluate your event 2. Outline your evaluation procedure that will be used at the completion of your event. 3. Present your event evaluation together with employee outcomes and performance evaluation 4. Provide an example of a survey provided to participants to reflect on your event.

Main references Aicher, T., Paule-Koba, A., & Newland, B. (2015). Sport Facility and Event Management, Burlington, MA: Jones and Bartlett Learning.