Performance Measurement

QWE Practice Guideline: 120: Create a work culture that enhances productivity through performance measurement and business development

Target group: Any organization supporting or employing individuals with disabilities

Practice Description

A system was developed to monitor and improve the performance of the organization and service delivery.

Resources Needed

Subject matter experts/trainers

  • Staff with knowledge of performance management processes

Labor hours

  • Staff time to monitor, evaluate, and implement the system

Implementation Process


  • The business improvement system establishes quarterly performance goals and measures the degree to which those goals are obtained, incorporating the following in the process:
    • integrated strategic planning information
    • financial information
    • accessibility plans
    • quarterly status reports
    • resource allocation
    • business surveys/questionnaires
    • risk analysis reports
    • Board of Directors reports
    • human resource data reports
    • technology analyses
    • health and safety reports
    • trends in the field/research findings
  • The quarterly service delivery performance improvement reports reflect and include an analysis of objectives, applied at the program level, for each of Beacon Group’s separate, distinct programs. Report features include:
    • trends in consumer characteristics-knowledge relating to demographics of those receiving services
    • actions taken or changes made to improve performance during the previous quarter
    • areas needing performance improvement during the next quarter
    • quarterly action plan to improve performance
    • primary objectives that measure effectiveness (benefits/outcomes achieved by persons receiving services)
    • primary objectives that measure efficiency (time, wages, etc)
    • supplemental measures that address service access and other issues
    • primary objectives that measure the satisfaction of persons receiving services and other stakeholders with the services provided.


  • SOPs
    • Policies and procedures for implementing and managing the system
  • Documented monitoring and improvements put in place


  • Improved performance
  • Improved operational functioning
  • Improved work culture

NPA: Beacon Group
Location: Tucson, AZ
Date Submitted: 2011