Monitoring and Reporting

Performance Metrics

Improvement Path Systems – Joe Zuchora

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Context, Purpose, Outcome

1) Context: Navy Medicine can benefit from monitoring and reporting performance metrics to help drive better decisions at all management levels.

2) Purpose: Guidance will be provided in designing and creating dashboards, and examples of successful dashboards used for performance monitoring will be discussed

3) Outcome: Identification of the need for dashboards and methodology for creating and using dashboards.

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Agenda

• What is a Dashboard? • Why Dashboards?• Monitoring of performance• Dashboard design• Metric selection and creation• Display of metrics• Setting targets• Management decisions• Case study

What is a Dashboard?

“An easy to read, often single page, real-time user interface, showing a graphical presentation of the current status and historical trends of an organization’s Key Performance Indicators”

-Peter McFadden, CEO Excel Dashboard Widgets

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Why Dashboards?

• Data Rich • Data Consolidation • Information Application

• Long term: Monitoring Performance (Pharmacy Historical Queue Time)

• Short term: Display actionable, concise information (Pharmacy Current Wait Time)

• Benefits: Automated, real-time information, available to all stakeholders

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Performance Monitoring

• Need for monitoring• Progress

• Goal Definition• Update

• Thresholds• Sustainment

• Performance visibility• Clear/Simple• Audience

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Designing a Dashboard

• Key Questions before you get started:• Who is the audience?

• Role• Workflow• Data skills

• What value will the dashboard add?• Dashboards can provide value in a lot of different

ways

• What type of dashboard do we need?• Strategic? Operations? Historical? Real-time? High

level? Drill-able?Be aware of the consumers of the information

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Designing a Dashboard

• Each page or grouping of visualization needs a goal

• Ask good questions• Resist the urge to add every metric

available• “What if I told you…”

• Reporting vs. Exploring• If the metric has not been measured or

produced before, it does not belong on a dashboardMetrics need to be well-understood and designed for the end user.

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Metric Selection

• Key performance indicators (KPIs) allow for ongoing measurement of a system’s performance

• KPIs should be:• Simple • Understood• Actionable• Credible

The perfect metric is actionable, understood, credible, transparent and simple to calculate

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Metric Creation

• Requirements and design• Identify data needs

• Feasibility?

• Prototype metrics with team• The technology of choice will dictate the visualization

tool available.

• Deploy, monitor, and make revisions• Documentation!• Pitfalls: Data source changes, business

process changes, too many metrics, reporting vs. exploring

The metric creation process is iterative in nature and involves the developers, project managers, and end users

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Display of Metrics

• Types of charts• Trends• Pareto

• Stoplights• Tables• Thermometers• Heat maps• Conditional Formatting

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Understanding Displays

• Trend charts

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Understanding Displays

• Pareto charts Pareto with drill down

“What is the most common reason for last minute cancellations? How can I find out more information?”

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Understanding Displays

• Stoplights, Tables, Maps, and Conditional Formatting

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Setting Targets

• A target should be achievable• Moderate• Stretch

• A target should be intuitive• Zero sentinel events

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Monitoring Using Targets

• More than just meeting the target• Variability• Comparisons over time

Target: 20 minute queue time or less.

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Management Decisions

• Management via dashboard is enabled by:• Tool visibility at all appropriate levels• Regular review of dashboard metrics• Ownership of metrics• Identification of all metric contributors• Focus on processes and not “gaming”

the metric

Management must own the metrics – it is a top down process.

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Case Study

Data rich example of using tables to display information.

Audience: Technical and Analytical End UserValue: Provide a forecasted workloadType: Specific, tactical, forecasting

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Case Study

Data consolidation example of using different types of displays.

Audience: Strategic, Director/CO LevelValue: Performance monitoring, create action itemsType: Specific, operational, historical and current

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Case Study

Data consolidation example of using different types of displays.

Audience: Tactical, Manager/Front line supervisorValue: Performance monitoring, action items for todayType: Specific, tactical, current

Tech Name 1Tech Name 2Tech Name 3Tech Name 4Tech Name 5Tech Name 6Tech Name ..

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Questions

Joe Zuchora, AnalystImprovement Path Systemszuchora@improvmentpath.com248-935-6364