PerformanceManagementPresentationManageProperty.pptVIP

Performance Management PresentationManage Property Management Finances Team Leader: Joyce Sweasy Team Members: Mark Headings, Matthew Longabaugh, Kathleen Courie, Sherry Wu ORS/OBSF/SAFB National Institutes of Health Date: January 7, 2004 Table of Contents Main Presentation PM Template ……………………………….……………………… Customer Perspective……………………….……………………. C2: Provide accurate data to customers C6: Improve customer satisfaction Internal Business Process Perspective………………………….. IB2: Accurate billing and payment for rent, membership services and leased space. Table of Contents (cont.) Learning and Growth Perspective………………….. LG2: Ensure that staff members are cross-trained in all mission related areas and discrete services so there is no interruption of services in the absence of a staff member. Financial Perspective ………………………………… F1: Maintain unit costs. Conclusions and Recommendations ……………….. Appendix………………………………………………... Relationship Among Performance Objectives Customer Perspective Customer Perspective (cont.) C2a: Customers’ Responses to CSS Survey Questions on Accuracy Customers’ Responses for CSS Survey Questions on Accuracy (Detail) C2b: Customers’ Responses to Lessor Survey Questions on Accuracy C2b: Customers’ responses to Lessor Survey on Accuracy (Detail) Customer Perspective (cont.) C6a: Customers’ Responses for Improved CSS Features Same 5 Lessors’ responses for survey question on overall satisfaction: C6b: Customers’ Responses to Lessor Survey Question on Overall Satisfaction Internal Business Process Perspective Internal Business Process Perspective In FY03, SAFB entered 13,018 financial entries in the ADB system. 100% of these entries were made accurately / without errors. In January 2002, SAFB prepared and submitted the FY2003 Rent Program operating budget for revenue required to cover all rent program expenses. A high rate of accuracy in both the forecasting of costs and the collection of revenue was ac