List of Exhibits
Preface
Foreword
Part I: Introduction
1. The Scope of Performance Measurement
2. What Types of Performance Information Should Be Tracked?
Part II: The Performance Measurement Process
3. What Are the First Steps?
4. What Are the Program’s Mission and Objectives? Who Are Its Customers?
5. What Outcomes Should Be Tracked?
6. What Outcome Indicators Should Be Tracked?
7. What Methods of Data Gathering Should Be Used?
Part III: Analysis and Use of Performance Measurement
8. Making Outcome Information Useful: Providing Indicator Breakouts
9. Making Outcome Information Useful: Comparing Findings to Benchmarks
10. Analysis of Performance Information
11. Reporting Performance Information
12. Major Uses of Performance Information and Incentives for Using It
13. Results-Based Budgeting
Part IV: Other Performance Measurement Issues
14. Quality Control: Assessing the Accuracy and Usefulness of Performance Measurement Systems
15. Other Performance Measurement Issues
Part V: Summary
16. Wrap-up of Key Performance Measurement Elements
Appendix. Selected Readings
Index
About the Author
