e it! S, ee and tA \-' $;rffi Measuring edilp vendor perfo

[DROOF

Properly constructed, performance measures describe targeted outcomes in both quantitative and qualitative terms, permitting a fair and objective assessment of performance as an organization moves from its Current State to Desired State. As a result, rather than speaking of what "seems to be so" or how one "feels about" the performance of a department, colleague or vendor, performance measures provide objective, evidence-based measures of perfornance.

Establishing valid performance measures isn't easy. But the investment pays tremendous dividends. Individuals can prove their value to organizations; managers can justify rewarding/trimming staff; performance reviews can be more factual and less emotional, and firms can clarify the value they deliver to employees, customers and shareholders.

There are three elements to effective performance measures: goals (the results to be achieved), objectives (the ways in which goals will be achieved), and action plans (the tactical steps necessary to achieve each objective).

Each element must be stated in terms that are measurable, achievable and time specific. No single element should be more than a sentence, and each statement should refer to a single event or occurrence.

Here are the five most common mistakes when providing solutions:

By Francie M. Dalton

a L. Misuse of Adjectives "Excellent," "top quality," "appropriate" and cost effective" are examples of this common error in crafting performance measures. "Conduct an excellent annual conference" can only be subjectively assessed.

The technique for correcting this kind of error is the use of a "FIB"-or "fill-in-the-blank" - question to improve clarity. Ask, "Our annual meeting will have been excellently conducted when it _____?" "Our product will be 'top quality' when it Or "We will know that our product is 'top quality' when _."

2. Miror" of Verbs "Promote," "support," "improve," "educate," "coordinate" and "attend" are examples. "Attend the XYZ meeting on March 1" is not an outcome. Warming a seat is not an accomplishment. The technique for correcting this kind of error is to ask "why" regarding the verb. Ask, "Why am I attending the XY Z meeting?"

^a J. Misused Prepositions

This error usually occurs within a goal statement and usually involves the use of the word "through," "to" or "by." Remember, goal statements are "what" statements; they specify the result or outcome to be achieved-not how it will be achieved.

Including words like "through," "to" or "by" often results in the combining of a goal statement with an objective statement. "Survey all members of X group by April 1 to determine their priorities" exemplifies this error. The goal here is to determine the priorities of X group members; the survey is the method by which the data will be acquireci.

A al. Misused Comparison Words

Words such as "more," "increase," "decrease," "expand," "reduce" and "improve" should not appear in performance measures unless the implied baseline is also stated.

Instead of "Achieve a 107o increase in attendance at the 2005 conference," include the baseline year against which attendance is being compared: "At the 2005 conference, achieve a l07o increase over the 2003 level." Further improve the statement specifying what kind of attendee is preferred. "At the 2005 conference, achieve a lOTo increase of the 2003 level of client company presidents."

5. Responsibility without Authority

"Ensure that Congress passes the ABC bill by May l" is a great example. Unless and until someone actually owns Congress. it's inappropriate to hold someone accountable for a Congressional act. It is neither reasonable nor fair to hold someone accountable for outcomes beyond their control.

What is reasonable and fair, however, is to impose accountability for the flawless execution of a comprehensive strategy that maximizes the Iikelihood that Congress will do "X." If the strategy is approved by the supervisor as being comprehensive, and is flawlessly executed, whether the bill passes or not is not a valid measure of performance. The solution here is to preface the desired outcome with the words "work toward." The goal statement would then read: "Work toward ensuring that Congress passes the ABC bill by May 1."

Although the tedium required to craft evidence-based performance measures is indeed uncomfortable, comfort cannot be the yardstick by which we measure success-personally or organizationally. Indeed, the more we mature, the more we realize that it is the very antithesis of comfort that produces success. In addition, the initial development of the measures provides a template which lives on from year to year, usually requiring changes only in the actual names, dates, #'s and,Vo's.

- Ms. Dalton is founder and president of Dalton Alliances ( www.daltonalliances. com), consultants in the communication, management, and behavioral sciences.

R:rrrrrns

J.T. Hirst, Leesburg, Va., was acquired July 1 by 3-unit TW Perry Inc., Chevy Chase, Md.

Strober Building Supply Centers opened a 22,000-sq. ft. unit in Centre County, Pa. (Troy Trude, mgr.)...

Sylve ster Brothers Lumber, East Bethel, Mn., and West Metro Lumber, Corcoran, Mn., have been acquired by 36-unit Inmpert Yards, /nc., St. Paul, Mn. ...

Die hl's Lumberyard, Wellesley, Ma., has closed after 128 years; the hardware store continues operating while owner Sarah Murphy seeks a new owner for both businesses...

Marvin's Building Materials and Home Centers plans to open its 22nd location late this year in a vacated Kmart site in Brewton, Al., with 35,000 sq. ft. of retail space, drive-thru lumberyard, and attached lawn & garden center

C&C Lumber, Mount Pleasant, Pa., shut its doors June 21 after more than 50 years in business

The Lumberyard, Hillsboro, Ks., has acquired adjacent property to allow for expansion

Damman Hardware " Madison Heights, Mi., emerged from Chapter 11 bankruptcy after closing five locations; the remaining 12 units are convertingto Ace Hard,vare

Walser's True Value (formerly Coast to Coast), Fairmont, Mn. is closing after 30 years

Mallard True Value Hardware. Rock Hill, S.C., sustained minor damage from a July 16 electrical fire ...

We s ton's Hardw are, Tonawanda, N.Y., closes early this month with the retirement of Jim Frank ...

84 Lumber opened new yards in Brooksville, Fl., and Milton, Fl. (Jarrod Harrison, store mgr.)

Home Depot opened new home centers June 24 El Dorado. Ar.: Dublin, Ga., and Opelousas, La.; June 17 in E. Danvers. Ma.. and Hilliard, Oh., and a Home Depot Landscape Supply June 3 in Smyrna, Ga. ...

Home Depot is considering a store site in Pennsville, N.J., as well as either opening an Austin, Tx., data center or expanding its computer operations in Georgia

Lowe's Cos. opened new stores Aug. 4 in Marion, N.C.; July 30 in Glasgow, Ky., and Culpeper, Va.; July 21 in Sulphur, La.; July 7 in Naperville, Il., and July 2 in Madison, Ga.; Canandaigua, N.Y.; Boiling Springs, S.C., and Claypool Hill, Va. ...

Lowe's opens late this year in SE Shreveport, La.; Hackettstown, N.J., and Laurinburg, N.C.; has broken ground Central Bradenton, Fl.; anticipates early 2005 open- ings in Butler and Hampton Township, N.J., and has selected sites in Danbury, Ct.; Orland Park and New Lenox, Il.; Oklahoma City and Midwest City, Ok., and Lehighton, Pa.

Ridgeway True Value, Waterloo, Ia., doubled its size by relocating to the 8,800-sq. ft. building next door...

TruServ is adding six new rental businesses in Illinois. LouisianaNew York, North Dakota, Texas and Wisconsin ...

Wnousn:ns/ilhrutlcruntrs

Innovativ e Pine Technolo gy agreed to lease 3 additional acres at the Port of Duluth. Mn.. from the Duluth Seaway Port Authority to expand its pressure treating operations

Weyerhaeuser Co. agreed to sell 304,000 acres of Georgia timberland for $404 million io Southern Timber Consultants LLC, Perry, Ga.; Virginia Forest Investment LLC,Hagansville and Macon, Ga.;

Georgia Fall Line Properties LLC, Greensboro, Ga., and Copper Station Holdings No. 3, Beaufort, s.c.

ABC Supply Co., Beloit, Wi., has acquired Mansion Supply Co., Paulsboro. N.J.l 7-unit PACO Building Supply, St. Louis, Mo.; 3unit Aluminum Wholesale of TriCities, Johnsonville, Tn., and B&F Supply Co.,Daytona Beach, Fl.

Delta Forest Products, Collierville, Tn., has added OSB, plywood and lumber to its product offerings...

New York International Log & Lumber Co., Huntington, N.Y., has been renamed Green Energy Resources

Black & Decker, Towson, Md., agreed to pay $775 million for Pentair Tools Group, Jackson, Tn., including Porter-Cable, Delta, DeWlbiss Air Power, Oldham Saw and Flex businesses

Reid & Wright, Inc., Hanover, Mn., is now distributing Messmer's wood care products ...

Eme ry -Wat e rho u s e, Portland, Me., is the new wholesale stocking distributor in the Northeast for Plating Tbchnology ...

Fry Wholesale, Austin, Tx., is a new distributor of Millenium Decking ...

Wolf Distributing Co., York, Pa., is now distributing Canyon Creek Cabinet's Millennia cabinetry ...

Woolf Distributing Co., Crystal Lake, Il., is now distibuting F orev e r-Wo o d PY C engineered decking products in Il. and Wi.

Chicago Lumber, Omaha, Ne.; Sturtevant Millwork, Long Island, N.Y.; D.,/. Diamond Specialties, Hudson, Wi; Dallas Wholesale, Dallas, Tx.; Heritage Millwork, Ramsey, Mn., and J.B. O'Meara, Minneapolis, Mn., are now distribating Contact Lumber 's Natural Wood Wrapped Products

Housing starts in lune (latest figures) plunged 8.5Vo to a seasonally adjusted annual rate of 1.802 single family starts fell 9.5Vo to a I.489 million rate; multi-family

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Listings are often submitted months in advance. Always verifii dates and locations with sponsor befrtre making plans to ittend. -

Aucusr

Illinois Lumber & Material Dealers Association - Aug. 12, Cahokia outing, Governors Run, Carlyle, Il.; Aug. 19, Grand Prairie outing, Brookhill, Rantoul, Il.; (800) 252-8641.

Monroe Hardware Co. - Aug. 14-15, fall market, Palmetto Expo Center, Greenville. S.C.: OO4) 289-3121.

National Hardwood Lumber Association - Aug. 16-20, lumber grading short course, Memphis, Tn.; (800) 933-0318.

National Association of Women in Construction - Aug. 24-27, annual convention, New York City, N.y.; (800) 552-3506.

Ohio Lumbermen's Association - Aug. 25. golf scramble, Royal American Links, Sunbury, Oh.; (614) 26'7-7817.

Florida Building Material Association - Aug. 26-28, annual convention & show, Renaissance Orlando Resort at Sea World, Orlando, Fl.; (352) 383-0366.

Orgill, Inc. - Aug. 26-28, trade show, Baltimore, Md.; (901) 7548850.

International Woodworking Fair - Aug. 26-29, Georgia World Congress Center, Atlanta, Ga.; (703) 820-6696.

Hardware Distribution Warehouse - Aug. 28-29, market, Hot Springs Convention Center, Hot Springs, Ar.; (318) 686-8521

Wright & Wilhelmy - Aug.28-29, dealer marker, Mid America Center, Council Bluffs, Ia.; (402) 593-0600.

Srprrmsrn

Indiana Lumber & Builders' Supply Assn. - Sept. 8, management essentials class, Indianapolis, In.; (31'7) 875-3737.

National Hardwood Lumber Association - Sept. 8-Dec. 10, 14- week lumbergrading class, Memphis, Tn.; (901) 377-1818.

Architectural Woodwork Institute - Sept. 9-ll, finishing seminar, Vineland, N.J.; (703) 318-1520.

Northwestern Lumber Association - Sept. l0-12, fall board meeting, Cragun's Resort, Brainerd, Mn.; (763) 841-2300.

Florida Hardware Co. - Sept. ll-12, fall marker, Radisson Twin Towers & Convention Center, Orlando, Fl.; (904) 783-1650.

Southern Pine Inspection Bureau - Sept. l3-16. dimension lumber grading course, Pensacola, Fl.; (850) 434-2611.

Hardware Distributors - Sept. 15-16, fall shorv. English Hills Terrace, Grand Rapids, Mi.; (800) 686-9950.

Amarillo Hardware Co. - Sept. 17-18, market, Amarillo Civic Center, Amarillo, Tx.; (800) 949-4722.

JLC Live Residential Construction Show - Sept. 17-18. Greater Columbus Convention Center, Columbus, Oh.: (800) 261-7769.

Kentucky Forest Industries Association - Sept. 19-20, annual expo, L. D. Brown Agricultural Center, Western Kentucky University, Borvling Green, Ky.; (502) 695-3979.

American Wood Preservers Institute - Sept. 19-23, fall committee meetings, Colorado Springs, Co.; (800) 356-29j4.

Hoo-Hoo International - Sept. 19-26, international conference, Alaskan Cruise; (888) 245-1900.

Timber Products Inspection - Sept. 20-23, lumber grading course, Conyers, Ga.; (770) 922-8000.

Virginia Tech Center for Forest Products Marketing & Management - Sept. 23-24, forest products sales course, Blacksburg, Va.; (540) 231 -4406.

National Lumber & Building Material Dealers AssociationSept. 23-25, annual convention, The Breakers, palm Beach, Fl.; (800) 634-8645.

Blish-Mize - Sept.24-26, fall market, Ovcrland Park Convention Center, Overland Park, Ks.; (800) 995-0525.

International Lawn, Garden & Power Equipment ExpoSept. 24-26, Kentucky Exposition Center, Louisville, Ky.l (800) 558-8767.