Wrap-Up Lessons Learned Presence of "champions" at Board, management and staff levels to provide sustained commitment A common "language" and approach is needed Tendency in early stages towards am "explosion" in the number of measures, as well as varying quality Interpretation of measures of performance requires some judgement and understanding of the contact for results Need for a reporting process that "closes the loop" Recognize evolutionary nature and "lessons learned" (not an easy process and will not "get it perfect" right away) 9.1 Why Are We Here? 9.2 The Planning Process Five Key Questions For Planning 9.3 What Is Our Operating Environment? Identifying Key Trends, Opportunities, Challenges And Risks 9.4 Where Do We Want To Be? Establishing Strategic Directions 9.5 Where Are We Now? Carrying Out A Situational Assessment 9.6 How Do We Get There? Establishing The Strategies, Milestones And Accountabilities 9.7 How Will We Know If We Are Successful? Performance Measurement 9.8 How Will We Know If We Are Successful? Refining The Selection And Use Of Performance Measures 9.9 Changing Governance Landscape Key Questions For Directors 9.10 Wrap-Up Lessons Learned

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