Preface.

The Author.

Part 1: The Management Framework for Performance Measurement.

1. Introduction to Performance Measurement.

2. Developing Effective Performance Measurement Systems.

Part 2: Methodological Elements of Performance Measurement.

3. Identifying Real Outcomes and Other Performance Measures.

4. Clarifying Program Goals and Objectives.

5. Defining Performance Indicators.

6. Analyzing Performance Data.

7. Reporting Performance Data.

8. Processing Performance Data.

Part 3: Strategic Applications of Performance Measurement.

9. Using Performance Measures to Support Strategic Planning and Management.

10. Incorporating Performance Measures into the Budgeting Process.

11. Supporting Performance Management Systems.

12. Improving Quality, Productivity, and Customer Service.

13. Using Comparative Measures to Benchmark Performance.

Part 4: The Process Side of Performance Measurement.

14. Implementing Effective Measurement Systems.

References.

Index.