Choosing measures that matter should be important to us as state employees because the Arizona Management System is how we approach our work today and visual performance management is fundamental to AMS. As employees who work in a smaller, more cost-conscious government, we need AMS for the capacity it gives us to keep pace with our ever-increasing workload.
Choosing measures that matter helps us to:
- Align our tactical activities around our agency’s strategic direction
- See when we are performing as expected, both in terms of the targets we set and adhering to standards for doing the work
- Take action with disciplined problem solving to close gaps when performance doesn’t meet expectations
- Elevate problems to up-line management when we can’t resolve them ourselves
The following steps may be useful to teams in building visual performance management.
- Know your demand, based on customer requirements.
- Make a plan that sets the flow rate to meet required demand.
- Create standard work to execute the plan. Have visual tools in place to ensure team members adhere to standard work.
- Track actual performance against the plan to see if you are meeting demand.
- Account for known variability in your planning and be willing to adjust the plan for unknown variability.
- Roll up results to your up-line management so they may track on the next tier boards.
When using visual management, you might consider tracking Service/Productivity metrics as leading indicators, such as volume completed, workload leveling/balance, and cadence/pace. When these metrics appear off-track, you can use AMS problem solving tools and techniques around other metrics, such as Quality and People, to complete root cause analysis to understand where the process is breaking down.
Standard Work Development
Lead Time/Elapsed Time
Work in Progress (WIP)
Percent Complete & Accurate
Rolled First Pass Yield
Touch Time/Production Time