文档介绍：ASKING THE RIGHT
QUESTIONS
A Performance Management Primer
❧ Nancy Botaitis and Maureen O’Dea-Haynes
Goals
❧ Introduce and
demonstrate the
management tool
❧ Have fun!
What Is It?
❧ A series of questions that helps you
formulate a plan for collecting and
analyzing data
❧ Work in Progress
When to Use
❧ Track specific/local
information about a
broader performance
measure
❧ Track unique/local
measures that aren’t
necessarily tied to a
broader measure
Get the Following Results
(What’s in It for Me?)
As you formulate your plan
❧ What information to collect
❧ Why we need it
❧ Who will collect it
❧ When we will collect it
❧ How to collect it
The Tool Also…...
❧ Generates team discussion
❧ Identifies existing resources and what’s
needed
❧ Helps make choices
❧ Puts everyone on the same page
Materials You Will Receive
❧ Case study
❧ Tool (series of questions)
❧ Blank worksheet
❧ Sample answers
•Break Into Groups
and
Take a Few
Minutes to Read
the Case Study
For Steps 1-3
❧ Use case study and tool
1a Why Collect the Info?
(Related to business customer satisfaction)
❧ Center continuous quality
improvement plan