Measuring Performance in Public and Nonprofit Organizations (The Jossey-Bass Nonprofit and Public Management Series)

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. Read a Charity Channel review: http://charitychannel.com/publish/templates/?a=36&z=25 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. The Management Framework For Performance Measurement -- Introduction To Performance Measurement -- Developing Effective Performance Measurement Systems -- Methodological Elements Of Performance Measurement -- Identifying Real Outcomes And Other Performance Measures -- Clarifying Program Goals And Objectives -- Defining Performance Indicators -- Analyzing Performance Data -- Reporting Performance Data / Julia Melkers -- Processing Performance Data / Julia Melkers -- Strategic Applications Of Performance Measurement -- Using Performance Measures To Support Strategic Planning And Management -- Incorporating Performance Measures Into The Budgeting Process / Julia Melkers -- Supporting Performance Management Systems -- Improving Quality, Productivity, And Customer Service -- Using Comparative Measures To Benchmark Performance -- The Process Side Of Performance Measurement -- Implementing Effective Measurement Systems. Theodore H. Poister. Includes Bibliographical References (p. 275-282) And Index. MEASURING PERFORMANCE IN PUBLIC AND NONPROFIT ORGANIZATIONS......Page 6 CONTENTS......Page 12 Tables, Figures, and Exhibits......Page 14 Preface......Page 18 The Author......Page 24 PART ONE: THE MANAGEMENT FRAMEWORK FOR PERFORMANCE MEASUREMENT......Page 28 1 Introduction to Performance Measurement......Page 30 2 Developing Effective Performance Measurement Systems......Page 49 PART TWO: METHODOLOGICAL ELEMENTS OF PERFORMANCE MEASUREMENT......Page 60 3 Identifying Real Outcomes and Other Performance Measures......Page 62 4 Clarifying Program Goals and Objectives......Page 85 5 Defining Performance Indicators......Page 103 6 Analyzing Performance Data......Page 135 7 Reporting Performance Data......Page 151 8 Processing Performance Data......Page 168 PART THREE: STRATEGIC APPLICATIONS OF PERFORMANCE MEASUREMENT......Page 184 9 Using Performance Measures to Support Strategic Planning and Management......Page 186 10 Incorporating Performance Measures into the Budgeting Process......Page 213 11 Supporting Performance Management Systems......Page 231 12 Improving Quality, Productivity, and Customer Service......Page 246 13 Using Comparative Measures to Benchmark Performance......Page 263 PART FOUR: THE PROCESS SIDE OF PERFORMANCE MEASUREMENT......Page 280 14 Implementing Effective Measurement Systems......Page 282 References......Page 302 Index......Page 310 This is a comprehensive resource for both public and nonprofit sectors on the management, methods and processes of performance measurement. It addresses three key components of organizational self-assessment: the technical aspects of performance measurement, such as how to gather and analyze data; the human aspects, such as how to encourage buy-in to the process; and the key strategic aspects, such as how to use performance measurement to improve budgeting, quality and strategic planning To help managers and executives in their ongoing quest for greater accountability and improved performance, this work offers a comprehensive resource for designing and implementing effective performance measurement systems at the agency level.