WHAT GETS MEASURED GETS DONE – BUT WHAT AND HOW SHOULD WE MEASURE?
I am interested in the concept of OUTCOMES BASED ACCOUNTABILITY and how this is the same as, or different from OKR – OBJECTIVES AND KEY RESULTS.
OUTCOMES BASED ACCOUNTABILITY
Outcome Based Accountability (OBA) is a disciplined way of thinking and taking action that service planners and communities can use to design and monitor strategies to improve the lives of children, families and communities and as the basis for commissioning and improving the performance of projects, programmes and services. Uniquely, OBA makes a clear distinction between accountability to partners and stakeholders for strategies to improve quality of life for whole populations, and the accountability of service providers and commissioners for the impact of individual services and interventions on their client populations, effectively separating means from ends. OBA emphasizes the importance of measuring outcomes, rather than inputs or outputs, to determine if an organization is achieving its desired results.
OKR – OBJECTIVES AND KEY RESULTS.
Objectives and Key Results (OKR) is an outcome-oriented goal setting system designed to align teams and individuals around company objectives. OKR is based on the idea that setting measurable objectives with associated key results provides a clear line of sight to success and allows teams to track progress. OKR emphasizes the importance of setting objectives that are challenging and meaningful, as well as identifying measurable key results that will help individuals and teams achieve their desired outcomes.
It seems to me the former seems more aligned with PUBLIC SERVICE (for example lives of children, families and communities) whereas the latter is more ORGANISATIONAL PERFORMANCE. I can see that the two are similar, but perhaps not the same. An organisation may pursue its own goals to achieve profit through sales, satisfaction, service, scale etc. but also have a societal impact Profit and Planet.
EXAMPLES OF OUTCOMES BASED ACCOUNTABILITY FOR TOURISM AND HOSPITALITY
1. Increase in Repeat Visitor Rate: Establish a goal to measure the number of repeat visitors to the destination, and track progress over time.
2. Increase in Average Length of Stay: Develop a goal to measure the average length of stay for visitors to the destination, and track progress over time.
3. Increase in Tourism Revenue: Set a goal to measure the total tourism revenue generated from visitors to the destination, and track progress over time.
EXAMPLES OF OBJECTIVES AND KEY RESULTS OKRS FOR TOURISM AND HOSPITALITY
Objective 1: Increase Revenue
Key Result 1: Increase revenue from tourism and hospitality services by 15% by end of the year.
Key Result 2: Increase occupancy rate at hotels and resorts by 10% by end of the year.
Key Result 3: Increase customer satisfaction with tourism and hospitality services by 10% by end of the year.
Objective 2: Enhance Customer Experience
Key Result 1: Increase customer engagement with tourism and hospitality services by 15% by end of the year.
Key Result 2: Improve customer service for tourism and hospitality services by 10% by end of the year.
Key Result 3: Increase online bookings for tourism and hospitality services by 20% by end of the year.
Objective 3: Increase Brand Awareness
Key Result 1: Increase brand awareness for tourism and hospitality services by 15% by end of the year.
Key Result 2: Increase social media presence for tourism and hospitality services by 10% by end of the year.
Key Result 3: Increase word-of-mouth referrals for tourism and hospitality services by 20% by end of the year.
I am in interested in people’s experiences of both models.
See below for SOURCE / REFERENCES
Adapt Consulting Company
We support businesses with people, process and technology change. Either small (eg SME start-ups) or large (eg privatisation of public-sector organisations).
We do this as Consultant/Project Manager sometimes setting-up an in-house Project Management Office (PMO) and Change Team. We also Mentor for programmes like the UK IoD BeTheBusiness.
#people #process #performance #projects #programmes #pmo #change #processimprovement #projectmanagement #changemanagement #workshops #mediation #coach #icfcoach #mentor #facilitation #training #jersey #channelislands
SOURCE / REFERENCES
Outcomes Based Accountability – Jersey’s Children First
Performance management for outcomes a good practise guide for public bodies
Implementing Performance-based Management
Outcomes based accountability and the programme for government by the Northern Ireland Assembly