4.0 Measurement, Analysis and Knowledge Management
Objective: The SBDC has a performance management system for driving and managing daily operations and for tracking overall organizational performance. This system includes measurement selection, data collection, data integrity, analysis and alignment with key strategic priorities.
4.1 Performance Measurement
SBDC has a systematic process which identifies how it selects, measures, verifies and analyzes performance data. The SBDC analyzes trends in key performance measures and other operational data, and benchmarks against other organizations to support continuous improvement.
- Key performance measures are selected and aligned with strategic priorities
- Data is collected, verified and used in tracking short and long term operations; as well as overall performance
- Provide trend data for KPI results, efficiency ratios, return on investment and other data as appropriate. (*)
- Key performance measures are used to support decision making, continuous improvement and innovation (*).
- Key comparative data are selected and used to support decision making and innovation.
4.2 Data Integrity
The SBDC has a systematic process to ensure data and information is accurate and impact is attributed by the client.
Describe how the SBDC:
- Collects client attribution of economic impact.
- Verifies and validates the accuracy of data.
4.3 Security and Confidentiality of Data
The SBDC has a systematic process in place to maximize security and confidentiality of all customer information and other data.
Describe how customer data and other sensitive information is kept confidential and secure through all access points.
4.4 Economic Impact Participation
The SBDC network participates in the impact studies of the America’s SBDC and/or SBA and develops a process which strives to attain a statistically significant number of useable responses while adhering to survey protocol and maintaining survey integrity.
- The SBDC’s participation in ASBDC and/or SBA impact studies
- The response rate(s)
- Any actions to attain a statistically significant response rate
4.2: Accuracy includes all data and information captured to include but not limited to session notes, client information, survey results, etc.
4.2: Common economic impact measures collected include, but are not limited to, change in sales, change in jobs, capital infusion and business starts.
4.3: The security of data must address data stored in any form and from any access point whether electronic or physical. Policies encompass all aspects of security and confidentiality to include where customer information can be discussed and the limits on who has access to the information.