Baldrige Education Glossary: Performance

Performance

The term “performance” refers to output results and their outcomes obtained from processes and services that permit evaluation and comparison relative to goals, standards, past results, and other organizations. Performance can be expressed in non-financial and financial terms.

The Baldrige Education Criteria address four types of performance: (1) program and service, (2) student-and other customer-focused, (3) operational, and (4) budget, financial, and market.

"Program and service performance" refers to performance relative to measures and indicators of program and service characteristics important to students and stakeholders.

"Student- and stakeholder-focused performance" refers to performance relative to measures and indicators of student and stakeholder perceptions, reactions, and behaviors.

“Operational performance” refers to workforce, leadership, organizational, and ethical performance relative to effectiveness, efficiency, and accountability measures and indicators. Examples include cycle time, productivity, waste reduction, workforce turnover, workforce cross-training rates, accreditation results, regulatory compliance, fiscal accountability, community involvement, and contributions to community health. Operational performance might be measured at the department and work unit level, key work process level, and organizational level.

“Financial and marketplace performance” refers to performance relative to measures of cost, revenue, and market position, including asset utilization, asset growth, and market share. Examples include returns on investments, value added per employee, bond ratings, debt-to-equity ratio, returns on assets, operating margins, performance to budget, amount of reserve funds, days cash on hand, other profitability and liquidity measures, and market gains.

Note: Blue words above are hyperlinks to other Glossary terms.

 

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