Key Terms

TERMINOLOGY

DEFINITION

EXAMPLE

RESULT

The benefit or impact that the customer experiences as a consequence of receiving the service or product.

Expressed as % or rate.

96% of community requests for technical assistance will be provided within the timeframe requested.

OUTPUT

The number of units of service or product expected to be delivered to customers on an annual basis.

Expressed as #.

48 technical support and letters of support completed.

DEMAND

The number of units of service or product anticipated to be demanded or needed by customers on an annual basis.

Expressed as #.

50 technical support and letters of support requests expected.

RESULT STATUS

Year to date progress on achieving the result.

Actual progress/Target or total progress

Expressed as % for current reporting period.

19 completed on time/21 total completed = 90%

Note: SharePoint will calculate whether result is on-time, behind or in warning zone.

ACTION PLANS

Future action steps necessary in order to reach specific result. These are macro activities that contribute toward reaching a result, not general work plan activities.

States: What, How, When and by Whom & Resources Needed.

By Jan. 30, complete research & technical assistance for community grant to serve homeless women & children; need recommendations from Housing Director and Network Services Mgr.

BARRIERS

A structural or procedural hindrance to achieving a result. Recommendation for removing or lessening the impact of the barrier must accompany the barrier.

Expressed as description of barrier & recommendation for removal (if possible).

Need assistance from IT to install software to analyze data from outside source.

SOURCE OF DATA COLLECTION

The origin of data used to evaluate the result.

Expressed as a description of where and how the data are gathered.

MACSIS & Outcomes Data

METHOD OF CALCULATING MEASURE

The formula or technique used to calculate the measurement of the result.

Expressed as a formula to calculate each measure [i.e. Output, Demand & Result].

OUTPUT: # of support letters/TA completed

DEMAND: # of support letters/TA expected

RESULT STATUS: # requests provided on-time divided by # total requests completed