Measuring Performance In Public And Nonprofit Organizations

by Theodore H. Poister (Georgia State University)

• ISBN13: 9780787949990
• ISBN10: 078794999X
• Edition: 1st
• Format: Hardcover
• Copyright: 2003-05-30
• Publisher: Jossey-Bass

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.

Author Biography

Theodore H. Poister is professor of public administration at Georgia State University, where he specializes in public management and applied research methods. He is the author of four books and numerous journal articles and has been involved in performance measurement projects with a number of state agencies in Pennsylvania and Georgia, various local governments and nonprofit organizations, and the Transportation Research Board.

Table of Contents

Tables, Figures, and Exhibits	xi
Preface	xv
The Author	xxi
PART ONE: THE MANAGEMENT FRAMEWORK FOR PERFORMANCE MEASUREMENT	1	(32)
1 Introduction to Performance Measurement	3	(19)
2 Developing Effective Performance Measurement systems	22	(11)
PART TWO: METHODOLOGICAL ELEMENTS OF PERFORMANCE MEASUREMENT	33	(124)
3 Identifying Real Outcomes and Other Performance Measures	35	(23)
4 Clarifying Program Goals and Objectives	58	(18)
5 Defining Performance Indicators	76	(32)
6 Analyzing Performance Data	108	(16)
7 Reporting Performance Data	124	(17)
Written with Julia Melkers
8 Processing Performance Data	141	(16)
by Julia Melkers
PART THREE: STRATEGIC APPLICATIONS OF PERFORMANCE MEASUREMENT	157	(96)
9 Using Performance Measures to Support Strategic Planning and Management	159	(27)
10 Incorporating Performance Measures into the Budgeting Process	186	(18)
by Julia Melkers
11 Supporting Performance Management Systems	204	(15)
12 Improving Quality, Productivity, and Customer Service	219	(17)
13 Using Comparative Measures to Benchmark Performance	236	(17)
PART FOUR: THE PROCESS SIDE OF PERFORMANCE MEASUREMENT	253	(22)
14 Implementing Effective Measurement Systems	255	(20)
References	275	(8)
Index	283