HOME J. André Paradis, B.Comm John R. Allen, MBA Robert D. Power, PhD. Performance Indicators Serving the Customer Feedback

PERFORMANCE INDICATORS FOR THE PUBLIC SECTOR John R. Allen Management Consultant André Paradis J. André Paradis & Associates We have posted below a paper describing the development of performance measures, and the uses of indicators in communications, strategic planning, operational planning and control, in program evaluation and in performance appraisal. INTRODUCTION CONTEXT OF PERFORMANCE INDICATORS - ACHIEVING RESULTS WHAT DO WE NEED TO MEASURE? An Analytical Framework Define the Program Mission Identify the Key Objectives Develop Performance Indicators KEY CONCEPTS OF PERFORMANCE INDICATORS Reporting Effectiveness and Efficiency Quality and Quantity Numerical and Narrative Expression CRITERIA FOR SELECTING PERFORMANCE INDICATORS Validity Accuracy Clarity Timeliness Potential for Encouraging Undesirable Behavior Data Collection Cost SOURCES OF PERFORMANCE INFORMATION Government Records Information from Other Governments and Organizations Client Applications and Reports Surveys USE OF PERFORMANCE INDICATORS Communication with External Parties Strategic Planning Operational Planning and Control Program Evaluation Performance Appraisal Top | Home

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