Response to Friarbuck’s youtube comment.
Friarbuck. We would have to know what the mission of the TB Royal order of the Water Buffalo before we started talking Financial, Customer, Internal and Innovation.
Financial would be pretty straight forward. Probably the important measure are already being watched. I think metrics would be easy for this.
Customers. In a non-profit, who are your customers for starters? Are they people who access your services? Likely. So what does a happy “customer” look like? How do you measure it? Are they satisfied? Are their lives better because of your non-profit? How would you measure that?
Internal. In the video I only mention staffing, but it goes farther than that. Are there business practices or policy that are getting in the way of accomplishing the mission? Are there lack of controls or accountability? Is there an established grievance process? How would you measure these things in your context.
Innovation and Learning. In a changing world, what is the non-profit doing to remain responsive to the “customer’s” the while maintaining true to its mission and strategy? Is their a culture of creativity and freedom? Is it OK to fail and take chances? Are there programs in place to facilitate innovation? Google has the 20% rule, where staff are to spend 20% of their time on new projects and exploring new and novel ideas. How would a non-profit measure these things?
