Measurement, Analysis, and Knowledge Management
4 Measurement, Analysis, and Knowledge Management
4.1 Measurement, Analysis, and Improvement of Community Performance: How does your community excellence group measure, analyze, and then improve community performance?
(1) How do you track data and information on your programs and services and on overall community performance?
(2) How do you select and use comparative data and information to support fact-based decision making?
(3) How do you use voice-of-the-customer and community population data and information?
(4) How do you ensure that your performance measurement system can respond to rapid or unexpected changes inside or outside the community?
(5) How do you review your performance and capabilities?
(6) How do you project the future performance of programs and services and of the community?
(7) How do you use findings from performance reviews (addressed in question 5) to develop priorities for continuous improvement and opportunities for innovation?
The results of your analysis of community performance should inform the development and implementation of your community excellence group’s strategy.
4.1(1). Tracking data and information involves selecting, collecting, aligning, and integrating data and information to use in tracking the community excellence group’s programs and services and overall community performance. It also involves establishing key performance measures that track progress on achieving strategic objectives and action plans.
4.1(2). Comparative data and information are obtained by benchmarking and by seeking competitive comparisons. Benchmarking is identifying processes and results that represent best practices and performance for similar activities, inside or outside your community. Competitive comparisons relate your community’s performance to that of communities with similar programs and services.
4.2 Knowledge Management, Information, and Information Technology: How does your community excellence group manage its knowledge assets, information, and information technology infrastructure?
(1) How do you verify and ensure the quality of community data and information?
(2) How do you ensure the availability of data and information?
(3) How do you build and manage community knowledge?
(4) How do you share best practices in your community excellence group and in the community at large?
(5) How do you use your knowledge and resources to embed learning in the way you operate?
4.2(3). Community knowledge is a community asset. Some of this knowledge resides within specific organizations, but some sites across organizations. Managing community knowledge includes
- collecting and transferring knowledge from and to residents, other customers, the people and organizations that do the community’s work, suppliers, partners, and collaborators;
- blending and correlating data from different sources to build new knowledge; and
- assembling and transferring relevant knowledge for use in innovation and strategic planning processes.
Terms in SMALL CAPS are defined in the Glossary of Key Terms