Performance Management
Outcome Management
In the past, government accountability systems have focused on the dollars spent and the activities performed. But you (and the public) want to know more—what is actually accomplished? Outcome measures show expected results and help managers and staff focus on achieving them.
Sterling Associates are experts in outcome-based management. We have developed strategies for meeting inherent challenges including defining the right outcomes, the lack of appropriate data, and the potential misinterpretation or misuse of outcome information. We can help you design your strategy and keep the momentum going while providing a safe "internship" period for learning and building outcome-based systems.
Performance Metrics Development and Dashboard Design
How is your organization measured? Do you have clear goals and objectives, and can they be measured in a reliable manner? Once measured, are they easy to read and interpret? What criteria are used for identifying performance shortfalls? Can you articulate the materiality or “so what” of not satisfying these criteria? Do you have specific means for correcting performance?
Sterling Associates has helped dozens of organizations answer these questions and illuminate true performance with elegant solutions. We not only help clarify an organization’s goals and objectives, but we can simplify those metrics that “tell the story.”
Sterling Associates consultants work closely with our clients to define performance metrics, and design their display and interpretation to quickly spot shortcomings and achievements, and to identify where management attention is appropriate.
Change Management
Change is difficult. It involves uncertainty, letting go of past practices, and learning different behaviors and processes. All of this creates anxiety. Yet, change produces an opportunity to rethink goals and processes with an eye to improved performance.
Sterling Associates has a distinguished record of helping organizations introduce changes in service delivery methods, policies, procedures and systems. Promised performance improvements can only be achieved if change is managed effectively. We work closely with managers, staff and stakeholders to understand the “what is” environment so the “to be” affects are identified along with a change strategy that can be implemented successfully.
Business Process Improvement
Why do we do it this way? How do others do it? Is there a better, faster, more effective way of doing it? What tools can be used to do it better? What can be eliminated, consolidated, simplified? Are controls sufficiently calibrated to the costs and risks, or have they outlived their effectiveness?
For the past 23 years, Sterling Associates brings a fresh, unbiased perspective to managers looking for creative changes and resourceful solutions. You can count on Sterling Associates to give you specific business process improvement recommendations that improve performance.
Performance Audit Support
Your program is scheduled for an audit or review and you'd like an early external perspective on how you're doing and what improvements could be made to get a better result. Perhaps you need help gathering information, preparing materials, and coordinating audit or review staff.
Sterling Associates has the expertise, communications skills, ability to handle sensitive issues, and extensive experience to help you answer critical management and organizational questions. Chances are, we already know something about your products and services and can climb the learning curve quickly to provide efficient and effective support. We offer practical recommendations and a strategy to implement improvements.
View a Sterling Associates' work product, Guide to Hosting a Performance Audit