Performance measurement and feedback in a public sector program

Hyland, Paul, Ferrer, Mario, Santa, Ricardo, & Bretherton, Phil (2009) Performance measurement and feedback in a public sector program. In Soosay, Claudine, O'Neill, Peter, & Prajogo, Daniel (Eds.) Proceedings of the 7th ANZAM Operations, Supply Chain and Services Management Symposium, 8 – 10 June, Adelaide, Australia.

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Establishing a framework for measuring the performance of public sector programs is fraught with dangers. Many public sector organisations are satisfied with measuring activity in programs and fail to see the need for establishing a framework that will meet the needs of participants and measure outcomes as well as activities. This paper explores how a government department in Queensland went about establishing a performance management framework to measure the outcomes and activities in a program that was a public private partnership. Findings indicate that using an iterative consultative approach performance measure can be put in place that are meaningful and assist the participants to review the program.

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ID Code: 27004
Item Type: Conference Paper
Refereed: Yes
Keywords: Performance Measures, Feedback, Continuous Improvement
ISBN: 978-0-9806179-3-1
Subjects: Australian and New Zealand Standard Research Classification > STUDIES IN HUMAN SOCIETY (160000) > POLICY AND ADMINISTRATION (160500) > Public Administration (160509)
Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > BUSINESS AND MANAGEMENT (150300) > Organisation and Management Theory (150310)
Divisions: Current > Research Centres > Australian Centre for Business Research
Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Management
Copyright Owner: Copyright 2009 the authors.
Deposited On: 26 Aug 2009 04:18
Last Modified: 29 Feb 2012 13:55

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