Performance Measurement
• Defining and understanding performance measurement
• Understanding the language of performance measurement: concepts and terminology
• Is it an output or an outcome? Defining measures
• Developing measures
• A never-ending cycle
• Are we measuring the “right” areas?

Program Evaluation and Policy Analysis
• Defining program evaluations and policy analyses
• The importance of program evaluations and policy analyses
• Planning and implementing successful program evaluations and policy analyses
• Evaluating the evaluation
• Restarting the cycle

Balanced Scorecard
• What is “balanced scorecard”?
• How is it different from performance measurement?
• The key elements of balanced scorecards: financial, customer focus, internal operating procedures, and employee competencies
• Putting it all together: practical balanced scorecard applications

Strategic Planning
• Strategic planning: focusing on results
• The strategic planning process
• Hierarchically linking mission, goals, and objectives
• Planning the plan
• Implementing the plan
• Evaluating the plan

Process Improvement
• What is process improvement?
• When and why is it important?
• Process improvement stages:

1. preparing for process improvement;
2. conducting an organization scan;
3. establishing working groups;
4. understanding the current processes;
5. redesigning those processes;
6. conducting pilots and evaluations; and,
7. facilitating organizational change.