Monitoring and
Reporting Performance
Metrics
Improvement Path Systems – Joe Zuchora
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.
FOR OFFICIAL USE ONLY
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Agenda
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What is a Dashboard?
Why Dashboards?
Monitoring of performance
Dashboard design
Metric selection and creation
Display of metrics
Setting targets
Management decisions
Case study
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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?
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Data Rich
Data Consolidation
Information Application
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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
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Need for monitoring
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Progress
• Goal Definition
• Update
Thresholds
Sustainment
Performance visibility
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Clear/Simple
Audience
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Designing a Dashboard
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Key Questions before you get started:
• Who is the audience?
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What value will the dashboard add?
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Role
Workflow
Data skills
Dashboards can provide value in a lot of different ways
What type of dashboard do we need?
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Strategic? Operations? Historical? Real-time? High level? Drill-able?
Be aware of the consumers of the information
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Designing a Dashboard
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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 dashboard
Metrics need to be well-understood and designed for the end user.
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Metric Selection
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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
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Requirements and design
Identify data needs
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Prototype metrics with team
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Feasibility?
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
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Types of charts
• Trends
• Pareto
Stoplights
Tables
Thermometers
Heat maps
Conditional Formatting
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Understanding Displays
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Trend charts
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Understanding Displays
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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
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Stoplights, Tables, Maps, and Conditional Formatting
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Setting Targets
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A target should be achievable
• Moderate
• Stretch
A target should be intuitive
• Zero sentinel events
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Monitoring Using Targets
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More than just meeting the target
• Variability
• Comparisons over time
Target: 20 minute
queue time or less.
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Management Decisions
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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.
FOR OFFICIAL USE ONLY
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Case Study
Data rich example of using tables to display information.
Audience: Technical and Analytical End User
Value: Provide a forecasted workload
Type: Specific, tactical, forecasting
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Case Study
Data consolidation example of using different types of displays.
Audience: Strategic, Director/CO Level
Value: Performance monitoring, create action items
Type: Specific, operational, historical and current
FOR OFFICIAL USE ONLY
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Case Study
Data consolidation example of using different types of displays.
Audience: Tactical, Manager/Front line supervisor
Value: Performance monitoring, action items for today
Type: Specific, tactical, current
Tech
Tech
Tech
Tech
Tech
Tech
Tech
Name
Name
Name
Name
Name
Name
Name
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Questions
Joe Zuchora, Analyst
Improvement Path Systems
zuchora@improvmentpath.com
248-935-6364
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