Performance Measures - - The City of Jacksonville Style! The City of Jacksonville's performance measurement system is part of a performance excellence culture that is deployed city wide through an initial, eight-hour long New Employee Orientation (NEO) class for all new city employees, as well as through the city's Introduction to Quality - Part I and Part II classes (four hours each).  This highly interactive, senior leadership instructed training effort is to be accomplished within 120 days following each new employee's initial hire. Such Quality Training is required of city employees each fiscal year as part of the city's policy concerning a mandatory 24 hours of training per year.  Eight hours of "Quality Training" are required to be among those 24 hours of mandatory training each year for each city employee. The city has approximately 90 key process teams operating around what are known as 'key processes,' the vast majority of which are further described as 'targeted key processes' (they are designed to drive the city's business plan improvements each fiscal year). All 90 of the city's process owners, their process teams and all of the city's 85 to 90 Senior Leaders are required to be trained in the city's Process Management (PM) Quality Training class (16 hours long).  This highly interactive, quality tool-driven Quality Training class covers alot of ground, including: the basics of Total Quality Management (TQM), developing process flow charts, designing and implementing data collection and data measurement systems, data analysis, process problem solving, and the rudimentary aspects of a balanced scorecard, City of Jacksonville style. Each process team is responsible for process managing the performance results for an average of 10 to 14 Quality indicators (Qs) and a few Process measures (Ps) of their choosing.  Qs are the processes' outcome measures that typically are assessed as to impact once the process has been completed (customer satisfaction, total cycle time, total cost).  Ps on the other hand tend to be measured within the process (as the process is still in swing) and tend to be measured at critical or weak points in the process.  Ps are best understood to be predictors of success or failure in meeting the customers' needs/ demands of each process. 'Mandatory measures' have been established for process teams' balanced scorecard systems.  Those mandatory measures include such data streams as: total cost, number of units of production or services produced, unit cost, chargeable vehicle accidents, lost time workers' compensation incidents, customer satisfaction, customer complaints, and at least one desired outcome measure per key process. Further details concerning the city's performance measurement system are presented in the balanced scorecard section of the FBC web site.