Performance Measurement: Getting Results
Long before reinventing government came into vogue, the Urban Institute pioneered methods for government and human services agencies to measure the performance of their programs. This comprehensive guidebook synthesizes more than two decades of Harry Hatry's groundbreaking work. It covers every component of the performance measurement process, from identifying the program's mission, objectives, customers, and trackable outcomes to finding the best indicators for each outcome, the sources of data, and how to collect them. Hatry explains how to select indicator breakouts and benchmarks for comparison to actual values, and describes numerous uses for performance information. Since the publication of the first edition in 1999, the use of performance measurement has exploded at all levels of U.S. government, in nonprofit agencies, and around the world. The new edition has been revised and expanded to address recent developments in the field, including the increased availability of computer technology in collecting and presenting information, the movement to use outcome data to improve services, and the quality control issues that have emerged as data collection has increased. It is an indispensable handbook for newcomers and an important resource for experienced managers looking to improve their use of outcome data.
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The Scope of Performance Measurement
What Types of Performance Information Should Be Tracked?
What Are the First Steps?
What Are the Programs Mission and Objectives? Who Are Its Customers?
What Outcomes Should Be Tracked?
What Outcome Indicators Should Be Tracked?
What Methods of Data Gathering Should Be Used?
Making Outcome Information Useful Providing Indicator Breakouts
Reporting Performance Information
Major Uses of Performance Information and Incentives for Using It
Quality Control Assessing the Accuracy and Usefulness of Performance Measurement Systems
Other Performance Measurement Issues
Wrapup of Key Performance Measurement Elements
Making Outcome Information Useful Comparing Findings to Benchmarks
Analysis of Performance Information
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