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.