Goals & Objectives
Criteria Identification
Data Gathering
Data Analysis
Mystery
100
A long-term outcome that a program intends to achieve.
Goal
100
What does KPI stand for?
Key Performance Indicator
100
Key Performance Indicators (Criteria) require that data be collected to determine whether program goals and objectives are being met. True or False?
True
100
Key Performance Indicators will provide you with a snapshot at a certain point in time. True or False?
True
100
The capability of producing with the least amount of waste, effort, or energy.
Efficiency
200
Specific measurable statements that describes how a goal will be achieved.
Objective
200
Which type of KPI measures the efficiency and effectiveness of operations.
Operational KPI
200
What does "GIGO" stand for?
Garbage In Garbage Out
200
What chart can be used visualize unacceptable deviations of KPIs over time?
Control Chart
200
A causal diagram depicting potential contributors to a positive or negative outcome in KPI performance.
Ishikawa Diagram/Fishbone Diagram
300
Name 3 types of Stakeholders involved in the goal-defining process.
•Program Staff
•Employees
•Elected Officials
•Community Organization
•Citizens
•Local Govts
•Business Community
300
What type of KPI measures customer experience and loyalty.
Customer Satisfaction KPI
300
What is an example of a data source for a Financial KPI:
•Operations Specific Software
•Personnel/Performance Evaluation System
•311 Reports
•Cashiering System
Cashiering System
300
Name 1 of the 4 "Other Analyses" identified for data analysis:
Regression Analysis
Correlation Analysis
T-Tests
Qualitative Analyses - Sentiment Analysis
300
Group brainstorming methodology used to identify, discuss, and prioritize solutions using a ranking system.
Nominal Group Technique (NGT)
400
The 4 components of the Strategic Planning Pyramid:
Vision, Mission, Strategy, and Goals
400
Which is an example of a Customer Satisfaction KPI:
•# of Homes Visited/Day for Garbage Pick Up
•# of Unresolved Complaints on 311 App
•Number of Continuing Education Hours Completed
•Minutes to Respond to 911 Call
# of Unresolved Complaints on 311 App
400
What is an example of a data source for a Customer Satisfaction KPI:
•311 Comments and Complaints
•Supervisor Interviews
•Payroll System
•Operations Specific Software
311 Comments and Complaints
400
Identify 2 of 4 of the different types of Time Series patterns.
Trend
Seasonality
Cyclicality
Irregular
400
When should consider program retirement?
D - Negative & Long-Term
500
What does S.M.A.R.T stand for? (e.g. as in S.M.A.R.T goal/objective)
Specific
Measurable
Achievable/Attainable
Relevant
Time Bound/Timely
500
Name the 3 of the 5 types of Key Performance Indicators (KPI).
Operational KPI
Financial KPI
Customer Satisfaction KPI
Employee Performance KPI
Sales & Marketing KPI
500
What is an example of a data source for a Employee Performance KPI:
•Customer Satisfaction Surveys
•Supervisor Interviews
•Google Reviews
•Financial Management System
Supervisor Interviews
500
Name 4 of the 6 segments of the Ishikawa/Fishbone Diagram:
Measurement
Materials
Man (“Personnel”)
Mother Nature (“Environment)
Methods
Machines (“Equipment)
500
Name all 5 types of Key Performance Indicators.
Operational KPI
Financial KPI
Customer Satisfaction KPI
Employee Performance KPI
Sales & Marketing KPI