Topic 7 Part IMeasurement and Evaluation第七讲： 第一部.pptVIP

* * * * * * * * * * * * * * * Rick Luce, Frye Institute, June 11, 2007 Topic 7 : Part IMeasurement and Evaluation第七讲： 第一部份量度及評估 Paul Gandel Syracuse University Singapore Management University Methods to Measure and Display Outcomes量度方法及展示结果 * Basics of Measurement and Evaluation量度及评估的基本因素 Defining measurement and evaluation Frameworks for measurement Outcomes-based evaluation Balance scorecard approach * 为量度及评估下定义 量度架构 基于结果的评估 平衡计分卡法 Why Measure?为何要量度？ Reference point Where service was in the past Current situation Future trends Informs Decision makers Managers Staff Sets Priorities * 参考点 过往的服务 目前的景况 未来的趋势 报告 决策者 经理 员工 设定优次序 Problem 问题 Not too little data NOT THE RIGHT DATA! * 数据量不宜太少 不是正确的数据！ Measurement vs. Evaluation量度與评估 Measurement is collecting the raw numbers Evaluation is the determination of the value of the service Evaluation requires a perspective Creating indicators allows for incorporating some context * 量度是收集原始数目 评估是决定服务的价值 评估需要一套正确的方法 设定指标时容许加入某些内容 Measurement Framework量度架构 * From Joseph Mathews Measuring for Results Measurement Framework量度架构 Resources 资源 Utilization 效用 Capability 能力 Impact Effect 影响及效果 InputMeasures 投入量度 OutputMeasures 產出量度 ProcessMeasures 过程量度 Outcomes 结果 Demand Value 价值 Quality 质量 Feedback * Input Measures投入量度 Measure the capacity/potential Easy to collect and report Examples: Income/Expenditures Staffing Collection (total, growth, recency) Infrastructure (cost, speed, space, number of workstations, etc.) User base statistics * 量度能力或潜力 容易收集及报告 范例: 收入/ 支出 人力资源 馆藏 (总数，增长，最近购买的) 基础设施(成本，速度，空间，工作间数目等) 基于用户的统计 Process/Efficiency Measures过程 / 效率量度 Are we doing things correctly? Efficiency—how economical is an activity? Cost per transaction for reference service, document delivery, etc. Productivity—focus on time to complete task or activity. Time to catalog an item, time to process a transaction, etc. System Reliability—focus on percent of uptime or availability of the system * 我们是否做得正确? 效率 ─ 活动是否够经济？每项咨询