Just a quick deck that was part of a Strategy assignment for a non-profit. Will post the Case Study, hopefully later this week, after I hear back from the client.

1. Metrics are key and critical to any business. There are two primary
types (Operational & Financial) and they serve a variety of purposes.
Jay Martin P-Metrics for Charities.ppt 1
Metrics (Non-Profit) Overview
Why is their use important
Track progress to objectives
Evaluate employees and departments
Impress stakeholders / other organizations
Find problems in operations
Support decision-making
Define goals and starting points
Provide a quantitative historical record
Primary Uses
Control
Reporting
Communication
Improvement
Expectations

2. For each stakeholder group below, we must remember how they will
use metrics/decisions they will make and what are their priorities.
Stakeholder(s) Usage example(s) What is their focus?
Jay Martin P-Metrics for Charities.ppt 2
Executive Director
How are we doing?
What do I need to worry about?
How should I allocate resources/time?
Financial performance / situation
Operational success / improvement needs
Crisis and firefighting; resource allocation
Donors
Should I invest money into them?
Did they make good use of my money?
Operational performance; financial viability
Utilization of donated resources
Service delivery versus overhead
Employees
How am I doing?
What can I do differently?
Understanding of organizational effectiveness
Expectation tracking and goal achievement
What is working or needs more attention
Board of Directors
How are we doing?
Where do we need help?
Performance to plans
Where the E.D. and employees need help
Overall organizational health
Clients Should I enroll in these services?
Expectations for results
Definition of results
Value of time invested
Client Sponsors
Is this where my members can get the
help they need?
Effectiveness of program(s)
Attendance of proposed clients
Comparison to other client agencies
Other (Press, Other Groups, etc.)
How effective are they?
Should we emulate/partner with them?
Production of results
Efficiency in use of funds
Assessment of how well organized they are
Metrics (Non-Profit) Usage

3. Metrics (Non-Profit) Two Groups for Non-Profits
For Non-Profits, at a top level there are two major metric areas.
Donors and their priorities should be a major focus. Many of the metrics may already be
adequately implemented and updated.
Organizational Efficiency Organizational Capacity
Jay Martin P-Metrics for Charities.ppt 3
Metrics related to analysis of resources with
respect to program / client delivery versus
administration or raising funds.
Financial viability and historical capacity for
growth as a function of managing expenses
and outperforming inflation.
• Examples Include:
• Percentage of funds spent on programs
• Percentage of funds spent of
administration and salaries
• Percentage of programs spent on fund
raising efforts
• Investment required to raise an
incremental $1 for new funds
• Examples Include:
• Revenue growth as compared to inflation
• Expense growth versus program growth
• Working capital as a function of burn rate

4. Metrics (Non-Profit) Process to Redesign (example)
A comprehensive metrics development project should be considered
to create the best options including setting up a tracking system.
• For each selected
metric, decide on
the formula, sources
of data, assigned
person and
frequency of
tracking
• Create a calendar of
when they will be
calculated
• Decide on whether it
is for internal or
external reporting
• For all metrics,
calculate the
preliminary values
• Review with the
team to decide
when and if to
release them, and
how they can be
improved
Jay Martin P-Metrics for Charities.ppt 4
Current
Assess our
Current Metrics
External
Review
requirements of
people providing
funding
Internal
Decide on
which metrics
we will use to
run the
business
Assign
Figure out who
and from where
we will get the
data
Calculate
Calculate the
values and then
report (or don’t)
• Review current
metrics being
tracked
• Evaluate quality of
sources and data
• Review the general
metrics information
• Select major funding
groups and their
requirements for
performance
measurement
• Create a large list of
the potential ones.
Look for overlap or
commonality
• Consolidate list of
possible metrics
down to those worth
evaluating and
discussing
• Review the pros and
cons of each
• Select those metrics
that Board and
Team feel provide
the most value
• Redo existing
reporting
Above is a sample of how the process to implement this might look.
A Board Member or a very strong volunteer should lead this.

5. Metrics (Non-Profit) Existing – Decisions to Retain
One of the first tasks is to see what existing measurements are in
place, understand their usefulness and also their sources of data.
Metrics Area Current Metric Review for Future Inclusion
Jay Martin P-Metrics for Charities.ppt 5
Comprehensive
Funding Program &
Expense Management
Grant Income Retain, and split into source buckets
Event Income Retain and include related expenses
Contributions Income Retain, but maybe split into more detail
Miscellaneous Income Retain, but maybe split into more detail
Total Income Retain and include additional details
Operating Expenses Retain
Increase Service
Referral Rates and
Quality of Experience
# of Referring Agencies Unsure, net change may be more interesting
Service 1 Participants Yes
Service 2 Participants Yes, and referral rates from Service 1
Service 3 Participants Yes, and source rates from providers
Service 4 Participants TBD
Pre – Post Evaluation Result Obtain feedback, review scoring options
Service Cost per Participant Yes, possibly add historical comparisons
Most of what is usually tracked is relevant, but improvement needs to
be the goal, in addition to impressing those who write checks.

6. Metrics (Non-Profit) Existing – Decisions to Retain
All metrics, regardless of quality of data or recent updates, should be
included in the analysis of existing measurements.
Metrics Area Current Metric Review for Future Inclusion
Jay Martin P-Metrics for Charities.ppt 6
Grow Service Line A
Number of Teachers Retain, but focus on new ones enlisted
Number of Specialists Unsure of definition
Number of Clients Served Not sure what ‘served’ means, in-process?
Number of Clients Completed Retain
Clients in Queue Retain
Raise Visibility and
Community Awareness
Number of Volunteers Need to redefine ‘active’ and track
Number of Community Outreach Not sure what these are, but preference is to
focus on people who actually do work or roles
in Executive Volunteer Program that are filled
Community Program
Participants
New Releases Sent Out Maybe, but prefer results focused
Results focused metrics are important to keep track of and focus, and
some metrics may be decided to be discontinued to avoid distractions.

7. Once existing metrics have been decided to be retained, and
additional ones added, a master sheet with details is to be created.
What Usage Calculation Data Source(s) Frequency Owner
Jay Martin P-Metrics for Charities.ppt 7
Metrics (Non-Profit) New Proposed - Outline
The project we did stopped before deciding on these. The client
worked on these at their Board of Directors Offsite.