关于平衡计分卡(英文原版)

DepartmentofEnergyFederalProcurementSystemBalancedScorecardPerformanceMeasuresInformationDocumentOfficeofProcurementandAssistanceManagementIssued:March20032Purpose:Thepurposeofthisdocumentistoidentifyanddescribe,inoneplace,theimportantaspectsofeachperformancemeasure.TheintentistoensureconsistencyDepartment-wideinthegenerationandreportingofassessmentresults.Foreachmeasure,thefollowinginformationisprovided:1.Identificationofthemeasureinquestion,alongwiththeassociatedPerformanceObjective,andBSCPerspective.2.TheDefinitionoftheperformancemeasure.TheDefinitionisa“plainEnglish”explanationofwhatthemeasureisintendedtocover.3.TheDataSourcefortheperformancemeasure.TheDataSourceisintendedtoidentifythechiefsourceofdatafordevelopmentofthemeasurementresult.4.TheDataGenerationfortheperformancemeasure.TheDataGenerationexplainsthemethodologyfordevelopmentofmeasurementresults.5.TheDataVerificationfortheperformancemeasure.TheDataVerificationidentifiestheprimaryresponsibilitiesrelativetoaccuracyofthedatageneratedandreportedunderthemeasure.Italsodescribesdataretentionandrecordsavailabilityrequirementsasapplicable.6.TheMeasurementFormulafortheperformancemeasure.TheMeasurementFormulaisadescriptionofexactlyhowthemeasurementresultsaretobederived.7.TheMeasurementNotesapplicabletotheperformancemeasure.Asneeded,thissectionprovidespertinentinformationconcerningtheconductoftheassessmentunderthemeasureinquestion.Itisanattempttoprovideanyrelevantinformationconcerninghowtodothemeasurement,whatisincludedinthemeasure,etc.Itisnotintendedtocovertheobvious,buttocoverimportantissuesthatmaynotnormallybeobvious.Byprovidingallofthisinformationinoneplace,Departmentalprocurementofficeswillnolongerhavetorefertoseveraldifferentdocumentswhendetermininghowtoassessperformanceunderameasure,orhowtodocumentresults.Thisnewdocumentwillbea“living”document,modifiedbyME-62asneeded.3CustomerPerspectivePerformanceObjective:CustomerSatisfactionPerformanceMeasure:TimelinessDefinition:Measurestheextentofcustomersatisfactionwiththetimelinessofprocurementprocessing,planningactivities,andon-goingcommunications.DataSource:CustomerSurvey.DataGeneration:Accomplishedbyusingstandardizedsurveyinstrument.IndividualsurveyresponsesareenteredintotheExcelDataReductionProgramwhichcalculatesresults.DataVerification:ProcurementDirectorsareresponsibleforaccuracyofdataandretentionofExcelProgramReportsinaccordancewithrecordsmanagementrequirements.Reportswillbemadeavailableforcomplianceand/orHQreviews.MeasurementFormula:Numberofcustomersrespondingtothesurveythataresatisfiedwithtimelinessdividedbythetotalnumberofcustomersrespondingtothesurvey.MeasurementNotes:ReportingofficesaretousethestandardizedsurveyprovidedbyHQ.Reportingofficesareencouragedtoaddadditionalquestionsthathavesignificanceonthelocallevel,butdonotincludetheresponsestothesequestionsintheresultsreportedtoHQ.Allofficesaretosurveyarepresentativenumberofcustomers.Inordertoensurethestatisticalaccuracyofresults,officesaretostriveforaminimumof30surveyresponses.Formostoffices,theprimarycustomersaretheProcurementRequestgenerators-thoseprogrammaticpersonnelthatutilizeandbenefitfromthecontractorprovidedgoodsandservices.Ifappropriate,officesmayalsowishtoconsiderincludingprogrammanagement,especiallyiftherehavebeenmajorprocurementactionsduringthereportingperiod.Thecustomersselectedforthesurveyshouldbefromtheuniverseofcustomersthatutilizedtheservicesoftheprocurementofficeduringthereportingperiod.IntheannualBSCreportofassessmentresults,reportingofficesaretodescribethemethodologyusedforselectionofcustomerssurveyed,anddescribetherationaleforitsuse.Surveyresponsesshouldbeanonymous(unlesssurveyresponderwishestoidentifyhimself/herself),andshouldallowfortheprovisionofcomments.4CustomerPerspectivePerformanceObjective:CustomerSatisfactionPerformanceMeasure:QualityDefinition:Measurestheextentofcustomersatisfactionwiththequalityofgoodsandservicesdelivered.DataSource:CustomerSurvey.DataGeneration:Accomplishedbyusingstandardizedsurveyinstrument.IndividualsurveyresponsesareenteredintotheExcelDataReductionProgramwhichcalculatesresults.DataVerification:ProcurementDirectorsareresponsibleforaccuracyofdataandretentionofExcelProgramReportsinaccordancewithrecordsmanagementrequirements.Reportswillbemadeavailableforcomplianceand/orHQreviews.MeasurementFormula:Numberofcustomersrespondingtothesurveythataresatisfiedwiththequalityofgoodsandservicesdelivereddividedbythetotalnumberofcustomersrespondingtothesurvey.MeasurementNotes:ReportingofficesaretousethestandardizedsurveyprovidedbyHQ.Reportingofficesareencouragedtoaddadditionalquestionsthathavesignificanceonthelocallevel,butdonotincludetheresponsestothesequestionsintheresultsreportedtoHQ.Allofficesaretosurveyarepresentativenumberofcustomers.Inordertoensurethestatisticalaccuracyofresults,officesaretostriveforaminimumof30surveyresponses.Formostoffices,theprimarycustomersaretheProcurementRequestgenerators-thoseprogrammaticpersonnelthatutilizeandbenefitfromthecontractorprovidedgoodsandservices.Ifappropriate,officesmayals