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Poister, Theodore H.

Measuring performance in public and nonprofit organizations / Theodore H. Poister. - San Francisco : Jossey-Bass, c2003. - xxi, 289 p. : ill., maps ; 25 cm. - The Jossey-Bass nonprofit and public management series .

Includes bibliographical references and Index

Part One: The Management Framework for Performance Measurement --
Chapter 1. Introduction to Performance Measurement --
Chapter 2. Developing Effective Performance Measurement Systems --

Part 2. Methodological Elements of Performance Measurement -
Chapter 3. Identifying Real Outcomes and Other Performance Measures --
Chapter 4. Clarifying Program Goals and Objectives --
Chapter 5. Defining Performance Indicators --
Chapter 6. Analyzing Performance Data --
Chapter 7. Reporting Performance Data / Julia Melkers --
Chapter 8. Processing Performance Data / Julia Melkers --

Part 3. Strategic Applications of Performance Measurement --
Chapter 9. Using Performance Measures to Support Strategic Planning and Management --
Chapter 10. Incorporating Performance Measures into the Budgeting Process / Julia Melkers --
Chapter 11. Supporting Performance Management Systems --
Chapter 12. Improving Quality, Productivity, and Customer Service --
Chapter 13. Using Comparative Measures to Benchmark Performance --
Part 4. The Process side of Performance Measurement --
Chapter 14. Implementing Effective Measurement Systems.

ISBN: 078794999X (acidfree)

Subjects--Topical Terms:
Organizational effectiveness--Measurement.
Nonprofit organizations.
Public administration.
Performance--Measurement.

LC Class. No.: HD58.9 / .P65