Metrics Driven Gift Processing. Metrics Driven?

Transcription

1 Metrics Driven Gift Processing Efficiency, Efficacy and Economy 1 Metrics Driven? Metrics are relevant, actionable measures associated with core business processes A metrics driven organization uses metrics to improve business processes by establishing goals, identifying supporting metrics, and using these metrics to measure process improvements COUNCIL FOR ADVANCEMENT AND SUPPORT OF EDUCATION 2

2 The Metrics Process Set Improvement Goals Develop Metrics Strategy Identify and Select Individual Metrics Create and Deploy Metrics Monitor and Refine Metrics Measure and Review Business Results Make Plans for Change!!! Customers Goals Should be Targeted Towards Customers Donors Donation Designation Departments (Beneficiaries) Development Staff Data Users

3 Improvement Goals Efficiency Process More Transactions Capital Campaign Started July 1, 25 Reduce Lead Time from Deposit of Gift to Processing of Gift Automate Data Entry Tasks to Improve Processing Speeds and Reduce Processing Queues Improvement Goals Efficacy Reduce Lead Time from Deposit of Gift to Availability of Funds Accelerate IRS Receipt Delivery to Donors Accelerate the Availability of User Access to Donor and Donation Data Automate Processes to Improve Accuracy of Data Entry

4 Improvement Goals Economy More With Less Automate Processes to Reallocate Staffing Requirements More with Less 6 Gift Administration Staffing Levels

5 What to Automate? Candidate tasks for automation should: be repetitive on a fixed frequency; one-time tasks make poor automation candidates take a significant amount of staff time to process follow specific procedures and require little decision making during the process generate results that are easy to validate Developing a Metrics Strategy Identify Metrics to Target to Measure Goals Develop Systems to Monitor Metrics Define How Changes in Metric Values Determine if Processes are Improving or Failing Provide Regular Updates to Assess Metrics and Evaluate Progress

6 Targeted Metrics Batches Batches Created Monitor to Manage Increase in Batches Batch Days from Date Entered to Process Monitor to Reduce Days to Process Batch Days from Gift Date to Process Monitor to Reduce Days to Process Batches Created 4,5 4, 3,5 3, 2,5 2, 1,5 1, 5

7 Average Days to Process From Date Entered Average Days to Process From Gift Date

8 Targeted Metrics Transactions Transaction Count Monitor to Manage Increase in Transactions Transaction Count by Type Monitor to Identify Opportunities to Improve Processes E-Giving Gift Count Monitor to Select for Automation Transaction Count 35, 3, 25, 2, 15, 1, 5,

9 Transaction Count 35, 3, 25, 2, Electronic Entry 15, 1, 5, Transaction Count - Gifts 25, 2, 15, 1, 5,

10 Transaction Count - Pledges 1, 9, 8, 7, 6, 5, 4, 3, 2, 1, Transaction Count - Payments 9, 8, Process Improvement Opportunity!!! 7, 6, 5, 4, 3, 2, 1,

11 E-Giving Transactions 1,6 Process Improvement Opportunity!!! 1,4 1,2 1, Targeted Metrics Transactions Payroll Deduction Gift Count Monitor to Select for Automation Credit Card Gift Count Monitor to Select for Automation Grant Count Monitor to Select for Automation

12 Payroll Deduction Transactions 2,5 2, 1,5 1, 5 Credit Card Transactions 4,5 Process Improvement Opportunity!!! 4, 3,5 3, 2,5 2, 1,5 1, 5

13 Grant Transactions Targeted Metrics Constituents Constituents Created Monitor to Manage Increase in Constituents Constituents Created Triggered by a Gift Monitor to Identify Opportunities to Improve Processes

14 Constituents Added 5, 45, 4, 35, 3, 25, 2, 15, 1, 5, Constituents Added by Gift 6 Process Improvement Opportunity!!!

15 Targeted Metrics Addresses Addresses Entered Monitor to Manage Increase in Addresses Addresses Entered Triggered by a Gift Monitor to Identify Opportunities to Improve Processes Addresses Entered 12, 1, 8, 6, 4, 2,

16 Addresses Entered by Gift 12, Process Improvement Opportunity!!! 1, 8, 6, 4, 2, Targeted Metrics Addresses Addresses Modified Monitor to Manage Increase in Address Modifications Addresses Modified Triggered by a Gift Monitor to Identify Opportunities to Improve Processes

17 Addresses Modified 45, 4, 35, 3, 25, 2, 15, 1, 5, Addresses Modified by Gift

18 In Summary Metrics can be used to identify opportunities for process improvement In the current environment of limited resources, any process improvement that achieves efficiency, efficacy, or economy is attractive A metrics driven organization can systematically improve their processes Questions?