M3 Playbook > Phase 1: Readiness > 1.6 Define Target Performance Metrics
1.5 Develop Life Cycle Cost in the Business Case
1.7 Define Change Management Approach
1.6 : Define Target Performance Metrics
Program Management
Objective
Define the programs target performance metrics based on the strategic objectives of the agency and organization.
View Lessons LearnedRecommended Best Practices
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Shared
Understand management performance goals and strategic drivers based on program objectives
customerqsmo -
Shared
Engage Agency Performance Improvement Officer (Roster) to appropriately align program performance with government-wide performance directives
customerqsmo -
Shared
Establish clear metrics to measure program outcomes against strategic management goals
customerqsmo -
Shared
Measure baseline performance against metrics and define success targets for post-program completion
customerqsmo -
Shared
Establish reporting methods and timeline aligned with Performance Management Guidebook
customerqsmo -
Customer
Update the Project Business Case
1.6 Lessons Learned
- Establish clear, measurable performance metrics (including compliance, process efficiency, and workload indicators) early in the program to track and communicate intended and achieved benefits
- Benchmark Key Performance Indicators (KPIs) against internal and external standards, leveraging existing data sources such as Federal Benchmarking reports and Shared Services Customer Satisfaction Surveys. For assistance, contact ussm.m3@gsa.gov
- Recognize that while immediate cost reductions may be limited, efficiency gains typically materialize quickly. Substantial long-term savings are often realized through strategic IT investments
Stakeholders
Recommended stakeholders, inputs, & outputs may vary by implementation; however, agencies that contributed to this Playbook reported these factors as increasing the likelihood of success.Customer
- Business Owner
- Executive Sponsor
- Program Manager
- PMO Lead
- PMO Team
- Performance Improvement Officer
QSMO
- QSMO
Inputs
- Organization Strategic Goals and Objectives
- Government-wide Shared Services Strategic Goals and Objectives
- Project Business Case
