Report: Performance Management of Service Sector Organizations Workshop, February 18-22, 2013, Pakistan

Group Photo

Group Photo

BACKGROUND

The service sector is one of the major contributors to the GDP of APO member countries. However, the overall productivity level of service sector in APO member countries is not generally high.

Performance management is one of the most effective tools that can be applied to achieve quantum leap in the productivity of any country/ organization.

Effective and efficient performance management will lead to enhancing the quality of services, increasing stakeholder satisfaction, and improving the overall cost-effectiveness and transparency of service sector organizations

It also helps to recognize and reward outstanding performers to develop modest ones.

Presentations from the experts on the latest trends and models of Performance Management System (PMS); group exercises and sharing of practices in different countries gave the participants new and additional insights in the implementation of PMS in their respective organizations.

OBJECTIVES FOR PARTICIPATION

The role of the Department of Education (DepEd) is to provide quality basic education that is equitably accessible to all and lay the foundation for life-long learning and service for the common good. In constant coordination with the Civil Service Commission, it has initiated a proposed Result-Based Performance Management System (RBPMS) with support form Australian AID, aligned with the Commission’s SPMS to improve its performance management system. Knowledge and experience from this workshop would provide additional learning and insights in the planning and implementation of an improved management system in the Agency.

Philippine Society for Quality in Healthcare (PSQua), a non-government organization whose advocacy is focused on quality and safe care for the Filipino patients, aims to introduce PMS to hospitals in the Philippines through conduct of learning sessions and to PSQua itself so it may be able to do self-assessment of its performance.

Clinic Systems Inc., a group of 3 small healthcare facilities targeting the lower socio-economic classes in communities in a certain area of Metro Manila, aims to implement PMS in hospital sites as a Demonstration model project. It also aims to learn best practices from technical experts in the workshop to be applied in their own setup.

PARTICIPANTS

There are 17 foreign participants representing 11 countries, and 6 local participants from Pakistan. Breakdown as follows: Bangladesh, Cambodia, Fiji (2), Indonesia, Malaysia, Mongolia (2), Nepal (2), Philippines (2), Sri Lanka (2), Thailand, and Vietnam (2).

Filipino Participants:

MARCOS RODIL

Supervising Administrative Officer
Department of Education (DepEd)

FRANCISCO MONTILLANO
Chair, Task Force on Special Projects
Philippine Society for Quality in Healthcare (PSQua)
and Administrator
Clinic Systems Inc.

SCOPE, CONTENT, METHODOLOGY

Topics:

1. Service Sector Productivity: APO Perspective
2. What is Service-Sector Productivity?
3. Performance Management
4. Steps/Strategies to Introduce Performance Management
5. Benchmarking for Performance Management
6. Balanced Scorecard for Performance Management
7. IT based tools for Performance Management
8. Performance Management case studies
9. Appropriate PM measures in the service Sector
10. Motivation and Performance Management

Key Inputs:

1. Top leadership engagement
2. It is a process not an event
3. There are hard and soft measures. Soft measures more important for service.
4. The challenge is resistance to change when introducing PMS

Methods of Delivery:

1. Lecture/discussion/presentation
2. Group work
3. Case studies
4. Site visit to SHIFA International Hospitals Ltd. of Islamabad.

HIGHLIGHTS OF THE COUNTRY PAPERS

Philippine country paper focused on DepEd RBPMS which is being initiated with support from Australian AID.

The different countries are in different stages in PMS development, with some countries in their initial phase. Fiji have no PMS while Malaysia and Korea are in advanced stages of PMS implementation.

OUTCOMES AND EVALUATION

Attendance to this project broadened our knowledge on PMS which is focused not only on KPIs and perspectives of Balanced Scorecard. PMS is a process beyond having KPIs at the end of the year. For instance, evaluator and evaluatee must plan and agree on KPIs to be measured, how frequent they will be monitored, and the criteria for success and failure.

Measures must be aligned to mission-vision and strategy of the organization.

In this regard, the program met its objectives and our own objectives.

Resource Speakers were very knowledgeable on their topics. Mr. Richard Clarke shared practices of Services Ontario in Canada. Dr. Shin Kim lectured on Performance Management of South Korea (civil sector) and the Development Academy of the Philippines with regard to PMS. Mr. Eddy Edwards added his knowledge on PMS in the Private Sector environment.

RECOMMENDATIONS AND ACTION STEPS

PSQua can coordinate to partner with Department of Health (DOH) on PMS in health service sector, private and public hospitals. PSQua seminars are attended by hospitals from Luzon, Visayas and Mindanao and so effectively spread concept of PMS.

DepEd has an existing PMS and the opportunity to participate in this workshop shows that the Agency is in the right track. The move to improve the present PMS, through RBPMS, was reinforced and strengthened by the experience gained from this program.

We firmly believe that an effective PMS will greatly contribute to the performance of service sector organizations and we will implement PMS based on the learning gained from the program.

SUBMITTED BY:

MARCOS RODIL
Supervising Administrative Officer
Department of Education (DepEd)

FRANCISCO MONTILLANO
Chair, Task Force on Special Projects
Philippine Society for Quality in Healthcare (PSQua)
and Administrator
Clinic Systems Inc.

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