Defining Key Performance Indicators:
Innovative Mental Health Services

ISBN 0-538-88785-0

Case Teaching Package
A case teaching package is available for this case. It includes strategies for case presentation, key concepts, solutions to the assignment questions in the case, and suggestions for the most effective ways to work this case into your course.

Length
This case is 8 pages in length and its case teaching package is 14 pages.

Abstract

This case formulates key performance indicators for a large (midwestern) mental health organization. The agency must realign its services to correspond to a new state Master Plan that contains a new state paradigm for community-based mental health services. Students should identify central issues faced by the organization (viz., realignment of services, revenue recovery, and cost of services). The key performance measurement indicators tie to actual versus projected volumes of service, patterns of services and expenditure reporting. Suggested key performance indicators are shown in graphic form. The organization is an empirical composite drawn from a review of a large mid-American 1992 state mental health plan. A glossary provides definitions of the specialized mental health terms used.

Fit Within a Course

The case is suitable for any course requiring students (1) to identify major business issues, and (2) to formulate operating measures to monitor the implementation of a major change in business operations. The case is appropriate for courses in management, accounting, information systems, health care, not-for-profit, or public administration.

The case is suitable for undergraduate, graduate, or executive development courses or seminars. Students with a human services or mental-health background will find the case easier, though the case contains a glossary with definitions of all specialized terms.

The case develops a student's ability to identify and articulate major business issues and to formulate key performance indicators (KPI) for these issues. Students are to present the KPI in graphic form using an electronic spreadsheet (e.g., Microsoft Excel). The case seeks to apply a well-known tool in for-profit organizations (viz., KPI) to public not-for-profit health services. Analysis of a community mental health program broadens a student's understanding of the needs and operations of a public health agency.

Linkages to Textbooks or Journal Articles

Bailey, L. 1993. "Service Efforts and Accomplishments Reporting." Governmental GAAP Guide 1993. New York: Harcourt Brace Jovanovich, Publishers. Pages 70.01–70.10.

Sorensen, J., Zelman, W., Hanbery, G. & Kucic, R. 1987. "Managing Mental Health Organizations with 25 Key Performance Indicators." Evaluation and Program Planning. (Vol. 10): 239–247.

Study Questions

1. What are the central issues faced by IMHS?
2. If IMHS needs to ramp-up and/or phase-down services, how would you formulate key performance indicators to monitor its progress?
3. If monitoring resources consumed by priority sub-populations is important, how would you formulate key performance indicators to assess the progress of IMHS?
4. What other key performance indicators are important?