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Dimensions of Organizational

Performance

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Definition

"Organizational Performance" is a broad

construct which captures what agencies do,

produce, and accomplish for the variousconstituencies with which they interact.

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The Six Dimensions

Output (sometimes referred to as productivity).

Employee Satisfaction

Client Satisfaction Client Impact

Service Quality

Resource Acquisition and Domain Maintenance

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Output

The quantity of services delivered without

regard to results.

This is a measure of effort, and it is usually

expressed in units such as number of

cases/clients seen, number of hours of

treatment.

Examples from your agency?

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Output (contd)

Efficiency is concerned with the

relationship between output and input.

Money is a major input.

Measures of efficiency: $75 per counseling

hours; $3,000 per youth per month.

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Output (contd)

Target efficiency the degree to which

your program served the intended clients.

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Employee Satisfaction

The extent to which workers are satisfied

with their work and conditions in the

agency. Employee satisfaction is multi-dimensional.

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Aspects of Employee Satisfaction

Relations with superiors

Relations with colleagues

Pay and other benefits

Job content & responsibilities (e.g., autonomy, interest,enthusiasm, pleasantness).

Degree of participation in decision making

Work conditions (e.g., noise, safety, office space, etc.)

Convenience Factors (e.g., hours, location, parking,etc.)

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SAMPLE JOB SATISFACTION QUESTIONS

(agree or disagree)

1. My job is like a hobby to me.

2. My job is usually interesting enough to keep me from

getting bored.

3. It seems that my friends are more interested in their jobs.4. I consider my job rather unpleasant.

5. I enjoy my work more than my leisure time.

6. I am often bored with my job.

7. I feel fairly well satisfied with my present job.8. Most of the time I have to force myself to go to work.

9. I am satisfied with my job for the time being.

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SATISFACTION QUESTIONS(contd)

10. I feel that my job is no more interesting than others Icould get.

11. I definitely dislike my work.

12. I feel that I am happier in my work than most other

people.13. Most days I am enthusiastic about my work.

14. Each day of work seems like it will never end.

15. I like my job better than the average worker does.

16. My job is pretty uninteresting.17. I find real enjoyment in my work.

18. I am disappointed that I ever took this job.

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Client Satisfaction

The extent to which clients are satisfied with the

accessibility, costs, processes, and results of

service delivery. Like employee satisfaction, client satisfaction is

multi-dimensional.

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Aspects of Client Satisfaction

1. Satisfaction with outcomes or impact

Did the client reach the goal they had in mind?

To what extent did the service reduce the problem?

2. Satisfaction with the service delivery process.

Did you like how the social worker treated you?

Was he/she courteous and responsible?

Did he/she follow through?

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3. Satisfaction with service convenience, accessibility,

and price.

4. Satisfaction with service relevance.

To what extent did the service correspond to the

client's perception of the problem or need?

5. Gratification.

Did the service process enhance the client's self-esteem and contribute to a sense of power and

integrity?

Aspects of Client Satisfaction

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Sample Satisfaction Questions

1. How would you say things are now for your family as comparedwith when you were referred to the agency?

2. What things are better (or worse)?

3. How are they better (or worse)?

4. Do you feel the services you received and what the caseworker did

contributed to making things better or worse?

5. What helped?

6. What didn't help or what hurt?

7. What were your reasons for not joining the group?

8. In general, how satisfied were you with the way you and our workergot along together?

9. What particular things were you satisfied and/or dissatisfied with?

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Client Impact

1. Achieving service objectives with clients.

2. Having an impact on problems.

3. With individuals this may mean changes inbehaviors, cognitions, skill levels, attitudes,

alterations of social status, or modifications in

undesirable environmental conditions.

4. Examples?

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Service Quality

The extent to which service techniques and

methods are competently delivered.

Quality is usually established by comparing thecharacteristics of service delivery to standards.

Standards are based on what is believed to result

in satisfactory outcomes.

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Service Quality Considerations

Timeliness of service delivery

Training & qualifications of staff

Caseloads or client:staff ratios.

Salary

Accessibility of services

Presence/Absence of necessaryservices

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Resource Acquisition & Domain

Maintenance The extent to which needed resources are

obtained.

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Necessary Resources

Acquiring resources

Developing new client markets

Acquiring grants and contracts

Growth of agency budget

Preventing cutbacks

Attract new clientele

Build political support

Establish legitimacy and credibility