Managing and Measuring Performance in Public and Nonprofit Organizations: An Integrated Approach, 2nd Edition

PART TWOMethodological Elements of Performance Measurement

Performance management can be challenging from a methodological perspective, and the chapters in part 2 address key methodolog­­ical concerns in some detail. Focusing on performance measurement as the critical element of the larger performance management process, the first question to be addressed is what to measure. Chapter 3 dis­­cusses the use of program logic models to identify outcomes and other performance criteria and then presents various classes of measures, including measures of output, efficiency, productivity, effectiveness, service quality, customer satisfaction, and cost-effectiveness. Chapter 4 focuses on tying performance measures to programmatic or organizational goals ...