关于平衡计分卡英文原版.docx
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关于平衡计分卡英文原版.docx
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关于平衡计分卡英文原版
关于平衡计分卡(英文原版)
DepartmentofEnergy
FederalProcurementSystem
BalancedScorecardPerformanceMeasuresInformationDocument
OfficeofProcurement
andAssistanceManagement
Issued:
March2003
Purpose:
Thepurposeofthisdocumentistoidentifyanddescribe,inoneplace,theimportantaspectsof
eachperformancemeasure.TheintentistoensureconsistencyDepartment-wideinthegenerationandreportingofassessmentresults.Foreachmeasure,thefollowinginformationisprovided:
1.Identificationofthemeasureinquestion,alongwiththeassociatedPerformance
Objective,andBSCPerspective.
2.TheDefinitionoftheperformancemeasure.TheDefinitionisa“plainEnglish”
explanationofwhatthemeasureisintendedtocover.
3.TheDataSourcefortheperformancemeasure.TheDataSourceisintendedtoidentify
thechiefsourceofdatafordevelopmentofthemeasurementresult.
4.TheDataGenerationfortheperformancemeasure.TheDataGenerationexplainsthe
methodologyfordevelopmentofmeasurementresults.
5.TheDataVerificationfortheperformancemeasure.TheDataVerificationidentifiesthe
primaryresponsibilitiesrelativetoaccuracyofthedatageneratedandreportedunderthe
measure.Italsodescribesdataretentionandrecordsavailabilityrequirementsas
applicable.
6.TheMeasurementFormulafortheperformancemeasure.TheMeasurementFormulais
adescriptionofexactlyhowthemeasurementresultsaretobederived.
7.TheMeasurementNotesapplicabletotheperformancemeasure.Asneeded,thissection
providespertinentinformationconcerningtheconductoftheassessmentunderthe
measureinquestion.Itisanattempttoprovideanyrelevantinformationconcerninghow
todothemeasurement,whatisincludedinthemeasure,etc.Itisnotintendedtocover
theobvious,buttocoverimportantissuesthatmaynotnormallybeobvious.
Byprovidingallofthisinformationinoneplace,Departmentalprocurementofficeswillnolongerhavetorefertoseveraldifferentdocumentswhendetermininghowtoassessperformanceunderameasure,orhowtodocumentresults.Thisnewdocumentwillbea“living”document,
modifiedbyME-62asneeded.
2
CustomerPerspective
PerformanceObjective:
CustomerSatisfaction
PerformanceMeasure:
Timeliness
Definition:
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.
3
CustomerPerspective
PerformanceObjective:
CustomerSatisfaction
PerformanceMeasure:
Quality
Definition:
Measurestheextentofcustomersatisfactionwiththequalityofgoodsandservicesdelivered.
DataSource:
CustomerSurvey.
DataGeneration:
Accomplishedbyusingstandardizedsurveyinstrument.IndividualsurveyresponsesareenteredintotheExcelDataReductionProgramwhichcalculatesresults.
DataVerification:
ProcurementDirectorsareresponsibleforaccuracyofdataandretentionofExcelProgramReportsinaccordancewithrecordsmanagementrequirements.Reportswillbemadeavailableforcomplianceand/orHQreviews.
MeasurementFormula:
Numberofcustomersrespondingtothesurveythataresatisfiedwiththequalityofgoodsandservicesdelivereddividedbythetotalnumberofcustomersrespondingtothesurvey.
MeasurementNotes:
ReportingofficesaretousethestandardizedsurveyprovidedbyHQ.Reportingofficesareencouragedtoaddadditionalquestionsthathavesignificanceonthelocallevel,butdonotincludetheresponsestothesequestionsintheresultsreportedtoHQ.
Allofficesaretosurveyarepresentativenumberofcustomers.Inordertoensurethestatisticalaccuracyofresults,officesaretostriveforaminimumof30surveyresponses.Formostoffices,theprimarycustomersaretheProcurementRequestgenerators-thoseprogrammaticpersonnelthatutilizeandbenefitfromthecontractorprovidedgoodsandservices.Ifappropriate,officesmayalsowishtoconsiderincludingprogrammanagement,especiallyiftherehavebeenmajorprocurementactionsduringthereportingperiod.Thecustomersselectedforthesurveyshouldbefromtheuniverseofcustomersthatutilizedtheservicesoftheprocurementofficeduringthereportingperiod.IntheannualBSCreportofassessmentresults,reportingofficesaretodescribethemethodologyusedforselectionofcustomerssurveyed,anddescribetherationaleforitsuse.
Surveyresponsesshouldbeanonymous(unlesssurveyresponderwishestoidentifyhimself/herself),andshouldallowfortheprovisionofcomments.
4
CustomerPerspective
PerformanceObjective:
EffectiveServicePartnership
PerformanceMeasure:
Extentofcustomersatisfactionwiththe
responsiveness,cooperation,andlevelofcommunicationwiththeprocurementoffice.
Definition:
Measurescustomerperceptionofthelevelofresponsiveness,cooperation,andcommunicationwiththeprocurementoffice.
DataSource:
CustomerSurvey.
DataGeneration:
Accomplishedbyusingstandardizedsurveyinstrument.IndividualsurveyresponsesareenteredintotheExcelDataReductionProgramwhichcalculatesresults.
DataVerification:
ProcurementDirectorsareresponsibleforaccuracyofdataandretentionofExcelProgramReportsinaccordancewithrecordsmanagementrequirements.Reportswillbemadeavailableforcomplianceand/orHQreviews.
MeasurementFormula:
Numberofcustomersrespondingtothesurveythataresatisfiedwiththeresponsiveness,cooperation,andlevelofcommunicationdividedbythetotalnumberofcustomersrespondingtothesurvey.
MeasurementNotes:
ReportingofficesaretousethestandardizedsurveyprovidedbyHQ.Reportingofficesareencouragedtoaddadditionalquestionsthathavesignificanceonthelocallevel,butdonotincludetheresponsestothesequestionsintheresultsreportedtoHQ.
Allofficesaretosurveyarepresentativenumberofcustomers.Inordertoensurethestatisticalaccuracyofresults,officesaretostriveforaminimumof30surveyresponses.Formostoffices,theprimarycustomersaretheProcurementRequestgenerators-thoseprogrammaticpersonnelthatutilizeandbenefitfromthecontractorprovidedgoodsandservices.Ifappropriate,officesmayalsowishtoconsiderincludingprogrammanagement,especiallyiftherehavebeenmajorprocurementactionsduringthereportingperiod.Thecustomersselectedforthesurveyshouldbefromtheuniverseofcustomersthatutilizedtheservicesoftheprocurementofficeduringthereportingperiod.IntheannualBSCreportofassessmentresults,reportingofficesaretodescribethemethodologyusedforselectionofcustomerssurveyed,anddescribetherationaleforitsuse.
5
Surveyresponsesshouldbeanonymous(unlesssurveyresponderwishestoidentify
himself/herself),andshouldallowfortheprovisionofcomments.
6
InternalBusinessPerspective
PerformanceObjective:
AcquisitionExcellence
PerformanceMeasure:
Extenttowhichinternalqualitycontrol
systemsareeffective.
Definition:
Measurestheextenttowhichqualitycontrolsystemsareeffective,particularlywithrespecttocompliancewithlawsandregulations,vendorselectionandperformance,contractadministration,andsubcontractoroversight.
DataSource:
ProcurementManager’sSelf-AssessmentSurvey,localprotestdata,compliance
reviewresults.
DataGeneration:
Accomplishedbyusingstandardizedsurveyinstrument.
DataVerification:
ProcurementDirectorsareresponsibleforaccuracyofdataandretentionofExcelProgramReportsinaccordancewithrecordsmanagementrequirements.Reportswillbemadeavailableforcomplianceand/orHQreviews.
MeasurementFormula:
ProcurementDirector’sindividualassessmentoftheextenttowhich
internalqualitycontrolsystemsareeffective.
MeasurementNotes:
ProcurementDirectorshaveflexibilityinconductingthissurvey.Forsome
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