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The Metropolitan Center's Division of Organizational Management and Performance is leading the way in the development of comparative measures to assess the effectiveness of local government institutions and non-profit organizations. The multidisciplinary problem solving approach employed by the Division is widely recognized as best practice in melding applied social research to meet the needs of local and regional governments.
The Division also assists organizations with strategic planning in a variety of areas and works with clients to analyze strengths and weaknesses and set goals. The Division is capable of developing progress performance indicators to determine organizational weaknesses and training needs.
The Division offers two specific services:
Strategic Planning: The Division is capable of assisting governmental and non-governmental organizations with their strategic planning. The Division does basic SWOT (Strengths, Weakness, Organizations, and Threats) analysis and goal settings. The Division is also capable of developing progress performance indicators to determine training needs and to set them to external benchmarks. The Division is well equipped to handle this kind of assessment, and our package of training, evaluations, and technical assistance offers “one-stop,” integrated organizational assessment at reasonable cost.
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Quality Assurance Shops for Miami International Airport: The project entails in-person secret shops conducted in English and Spanish of vendors at MIA both before and after the security check points.
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2007-2008 Miami-Dade County Quality Assurance Shops: The project consists of a series of telephone and in-person secret shops conducted for the Miami-Dade County Government Information Center to provide ongoing measure of key performance indicators.
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Parks and Recreation Department Auditorium Satisfaction Project: This study entails a series of satisfaction surveys conducted to measure the quality of service and facilities at the County’s two performing arts auditoriums(Miami-Dade County Auditorium and Joseph Caleb Auditorium) as perceived by its clientele both current and potential.
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311 Answer Center Secret Shops I (2006-2007) and II (2007-2008): This project consists of telephone secret shops conducted for the Miami Dade County 311 Answer Center in order to provide ongoing measure of key performance indicators including accuracy of information provided, level of courtesy and professionalism, ability to resolve inquires and process requests.
The Divison assists organizations with strategic
planning in a variety of areas and works with
clients to analyze strengths and weaknesses and
set goals. The Division is capable of developing
progress performance indicators to determine
organizational weaknesses and training needs.
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