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Measuring Performance In Public and ...

Measuring Performance In Public and ... - 03 edition

ISBN13: 978-0787949990

Cover of Measuring Performance In Public and ... 03 (ISBN 978-0787949990)
ISBN13: 978-0787949990
ISBN10: 078794999X
Cover type: Hardback
Edition: 03
Copyright: 2003
Publisher: Jossey-Bass, Inc.
Published: 2003
International: No

List price: $50.00

Measuring Performance In Public and ... - 03 edition

ISBN13: 978-0787949990

Theodore H. Poister

ISBN13: 978-0787949990
ISBN10: 078794999X
Cover type: Hardback
Edition: 03
Copyright: 2003
Publisher: Jossey-Bass, Inc.
Published: 2003
International: No
Summary

In recent years, a commitment to increased accountability and improved performance has become essential in both governmental agencies and nonprofit organizations. To help managers and executives in their ongoing quest for greater accountability and improved performance Theodore H. Poister, offers a comprehensive resource for designing and implementing effective performance measurement systems at the agency level. The ideas, tools, and processes in this vital resource will help organizations develop measurement systems to support such results-oriented management approaches as strategic management, results-based budgeting, performance management, process improvement, performance contracting, and employee incentive systems. Using this book as a guide, public and nonprofit organizations can accurately measure outputs, efficiency, productivity, effectiveness, service quality, and customer satisfaction, and use the resulting data to strengthen decision-making and improve agency and program performance.

Table of Contents

Tables, Figures, and Exhibits
Preface
The Author
The Management Framework for Performance Measurement p. 1
Introduction to Performance Measurement p. 3
Developing Effective Performance Measurement Systems p. 22
Methodological Elements of Performance Measurement p. 33
Identifying Real Outcomes and Other Performance Measures p. 35
Clarifying Program Goals and Objectives p. 58
Defining Performance Indicators p. 76
Analyzing Performance Data p. 108
Reporting Performance Data p. 124
Processing Performance Data p. 141
Strategic Applications of Performance Measurement p. 157
Using Performance Measures to Support Strategic Planning and Management p. 159
Incorporating Performance Measures into the Budgeting Process p. 186
Supporting Performance Management Systems p. 204
Improving Quality, Productivity, and Customer Service p. 219
Using Comparative Measures to Benchmark Performance p. 236
The Process Side of Performance Measurement p. 253
Implementing Effective Measurement Systems p. 255
References p. 275
Index p. 283
Table of Contents provided by Blackwell. All Rights Reserved.