绩效管理和持续改进讲义（英文版）

WorkforceTexomaTheEmploymentOfficeManagingPerformanceInsteadofPerformanceManagingYou!PerformanceManagement&ContinuousImprovementWorkforceTexomaTheEmploymentOfficeOVERVIEWIdeologyCustomerSatisfactionProgramPerformanceWorkforceTexomaTheEmploymentOfficeCUSTOMERSATISFACTIONCUSTOMERSATISFACTIONPOPULATIONS–PARTICIPANTS•WorkforceInvestmentAct(WIA)•TANF/CHOICES•FoodStampEmployment&Training•Welfare-to-Work(WtW)•ResourceRoom•Orientations–EMPLOYERSWorkforceTexomaTheEmploymentOfficeCUSTOMERSATISFACTIONSURVEYSPARTICIPANTDISMINATION–UniversalApplications–Orientations–JobSearchWorkshops–CareerSpecialistsEMPLOYERDISMINATION–MailwithStamped,ReturnAddressedEnvelopeWorkforceTexomaTheEmploymentOfficeCUSTOMERSATISFACTIONTIMEFRAMEOPTIONSCOLLECTIONTIMEFRAMEOPTIONS–On-going–Monthly–Quarterly–Semi-AnnuallyWorkforceTexomaTheEmploymentOfficeSTAFFHELPFUL&COURTEOUS1=VeryDissatisfied/10=VerySatisfiedStaffHelpful&CourteousPY2000-1stQuarter70%7%12%1%3%0%3%3%0%1%12345678910WorkforceTexomaTheEmploymentOffice“IDEALPROGRAM”1=VeryDissatisfied/10=VerySatisfiedServicesComparetoIdealProgramPY2000-1stQuarter2%0%1%1%5%4%4%15%20%48%12345678910WorkforceTexomaTheEmploymentOfficeOVERALLSATISFACTION1=VeryDissatisfied/10=VerySatisfiedOverallSatisfactionPY2000-1stQuarter0%0%1%3%1%2%10%11%3%69%12345678910WorkforceTexomaTheEmploymentOfficeGETTINGTHEWORDOUTPosters/BannersinWorkforceCentersBillboardsNewsletters–Employee–Participant/Employer•AvailableatWorkforceCenters•MailedtoParticipants&EmployersLetters–MailedtoEmployersWorkforceTexomaTheEmploymentOfficeCUSTOMERSATISFACTIONREFERENCESUSDOLFinalReport:CustomerSatisfactionPilotsCustomerSatisfactionPilotStudiesandAnalysis”–=custfinal.htmTraining&EmploymentGuidanceLetter(TEGL)7-99CoreandCustomerSatisfactionPerformanceMeasuresfortheWorkforceInvestmentSystem––––Don’toverdoit–Makeituseable–Somethingforeveryone–MakereportconciseWorkforceTexomaTheEmploymentOfficePERFORMANCEREPORTPerformanceGraph–AllProgramsRepresented–%ofTotalIndicatorsExceptionsReport–Indicatorsnotmeeting–CorrectiveactionplanWorkforceTexomaTheEmploymentOfficeReportingPeriod:ApproximateFinalPY1999-2000(July1,1999-June30,2000)**OfficialFinalNumbersnotyetRe#ofContract%MetAbbreviationProgramFiscalYearGoalsCurrentFSE&TFoodStampsEmployment&TrainingOct--Sep1100%ChoicesChoicesProgram(FormerlyAFDC)Oct--Sep560%ChildCareChildCareProgram(FormerlyCCMS)Oct--Sep367%W-to-WWelfare-to-WorkOct--Sep4100%WIAWorkforceInvestmentActJul--Jun1292%Total2587%FSE&TChoicesChildCareW-to-WWIATotal0%20%40%60%80%100%120%%ofContractGoalsMetPERFORMANCEGRAPHWorkforceTexomaTheEmploymentOfficeEXCEPTIONSREPORTProgramPerformanceMeasureContractedCurrentChoicesParticipationRate-2ParentFamilies90.00%60.00%ReasonBelow:ThecurrentYTDrateof60.00%includesmonthswithdata,whichhasbeencorrectatthelocallevel,butnotyetcorectedatthestatelevel.WFThasmetorexceededtheTwoParentFamilyRate90%forthepastsixmonths.ActiontobeTaken:AnticipatingresponsefromtheState,oncorrectionssubmittedforthemonthsOcto1999-April,2000,whichwillrefelectaccuraterateofperformance.xxProgramPerformanceMeasureContractedCurrentChoicesParticipationRate-AllFamilies40.00%29.27%ReasonBelow:ThecurrentYTDrateof29.27%includesmonthswithdata,whichhasbeencorrectatthelocallevel,butnotyetcorectedatthestatelevel.WFThasmetorexceededtheTwoParentFamilyRate40%forthepastsixmonths.ActiontobeTaken:AnticipatingresponsefromtheState,oncorrectionssubmittedforthemonthsOcto1999-April,2000,whichwillrefelectaccuraterateofperformance.xxProgramPerformanceMeasureContractedCurrentChildCare%DesignatedVendor39.00%33.75%ReasonBelow:ContractorstaffingshortagesleftaholeintheoutreacheffortsfordevelopingDesignatedVendors.ActiontobeTaken:Thecontractorhasfilledthevacancy,andisactivelypursuingvendorstobecomeDesignatedVendors.ThreenewDeisgnatedVendorswereaddedinAugust,andsixmorehavebeenidentifiedfocertificationwithinthenextsixmonths.Itisanticipatedthemeasurewillbemetpriortothenextreport.xxProgramPerformanceMeasureContractedCurrentWorkforceInvestmentActAdultRetentionRate77.71%73.08%ReasonBelow:Archetypetimeframeofresponsibilitycovers7-1-99throughthepresent.Thereflerateof73.08%coverstheperformanceperiodOctober1,1998-June30,1999.CurrentTWISTdatashowsweawithin1%ofthegoal.ActiontobeTaken:Anewstaffpersonwashiredspecificallyforfollow-upasWorkforceTexomabelievesthiswillcontinuetoincreaseretentionperformance.xxWorkforceTexomaPerformanceReportProgramPerformanceMeasureContractedCurrentChoicesParticipationRate-2ParentFamilies90.00%60.00%ReasonBelow:ThecurrentYTDrateof60.00%includesmonthswithdata,whichhasbeencorrectatthelocallevel,butnotyetcorectedatthestatelevel.WFThasmetorexceededtheTwoParentFamilyRate90%forthepastsixmonths.ActiontobeTaken:AnticipatingresponsefromtheState,oncorrectionssubmittedforthemo