Executive Summary

PM Research framework is based upon the Norton-Kaplan Balance Score Card. There are four perspectives which Medecins Sans Frontieres Australia (MSFA) needs to classify its Key Performance Indicators, which are innovation-growth, internal business process, customer perspectives and financial performances.

First of all, Innovation-growth perspective should aim for human capital development and merging organizational culture. The measurement of human capital development takes into consideration the relevant activity figures relative to the number of trainings conducted in that particular period while the measurement of merging organizational culture considers reduction of internal conflicts and low employee turn-over as one of the results of implementing good Corporate Governance.

Next perspective about internal business process, MSFA should focus on performing excellent project and portfolio management. Excellent Project Management and Portfolio Management emphasize on three fundamental measurements: speed, cost and quality. A higher ratio of Earned revenue to total expense, low resource utilization, low relevant total expenses, reduce time from formulating project until the treatment available for the very first patient, and accurate Cost Schedule are one of the many measurements method to determine speed, cost and quality improvement for a project. In addition, portfolio management will use a larger scale of measurements which require the formulation of performance bench mark which should be updated when it is relevant and material to do so.

The third perspective discusses about one of the raison d’etre of the organisation which is customer delight and operational excellence. The measurements of customer delight and operational excellence will consider matters such as low number of customer complaints, increase in number of people given treatments, further reference from the donor about MSFA, and increase of MSFA brand value which most of them require comprehensive marketing surveys.

Finally, substantial fund yield is the core key performance indicator to support all the existence of the organisation. Two recommended measurements for this KPI is the increase of the total fund generated relative to number of projects executed and percentage of the total fund generated utilized for field projects out of the total generated fund.

As final remark the seven Key Performance Indicator and their measurements are not an exhaustive list. As part of the evaluation stage in a strategic management, a continuos update of the measurement methods and the list of the indicators should be do so when it is material and relevantly reflects MSFA performances.