(Managing Results: Initiatives in Select American Cities, 1995, p.1) When asked as to what types of performance measures actually exist, Mr. Waldrop summarized the performance measures according to the type of measure, a description of the measures and an example for each. These have been arranged into a chart and are listed in the following labeled Figure 1.
Figure 1
Types of Measure/Description/Examples
Type of Measure
Description
Examples
Input
Resources used to carry out a program over a given period of time
Number of full-time employees
Amount of materials used
Dollars spent
Output
Amount of work accomplished or service provided over a given period of time
Number of applicants processed
Number of claims paid
Efficiency
Cost per unit of output
Cost per client served
Cost per square mile of grass cut
Outcome
Impact or quality or work accomplished or services provided
Percent reduction in teen
pregnancy rate
Customer satisfaction with taxpayer services
Source: (Managing Results: Initiatives in Select American Cities, 1995)
Inputs
The difference between these 'inputs', 'outputs', and 'outcomes', are stated by Mr. Waldrop to be that the inputs are comprised of such as '...materials, equipment cost, labor and production costs." (Managing Results: Initiatives in Select American Cities, 1995)
Outputs
Mr. Waldrop explained in the course of the interview as well that the outputs are the numbers of items actually produced.
Outcomes
The outcome represents the profit or 'return-on-investment' (ROI). Therefore, in assessing the community organization the measures would be of that which the organization has as its stated mission, vision and goals. Mr. Waldrop states that "in almost all cases a Spectrum of results exists." (Managing Results: Initiatives in Select American Cities, 1995)
Selection of Most Appropriate Outcomes
When Mr. Waldrop was quizzed as to the process used for appropriately selecting the most important outcomes he stated that the organization should and must necessarily ask the key stakeholders because they have ownership in the results.
Stakeholders Identified
Stakeholders are stated to include groups such as the public, mayors, city council members, city managers as well as department heads and staff.
Methods for Acquiring Stakeholder Opinions
It was also noted by Mr. Waldrop that gaining this information is accomplished through such as "surveys, retreats, focus groups, special meetings, task forces, and public forums." (Managing Results: Initiatives in Select American Cities, 1995, p.1) Identification of outcomes for focus are of the nature that will require consideration "of whether or not an outcome can be measured and how expensive measuring it will be." (Managing Results: Initiatives in Select American Cities, 1995, p.1)
Performance Measurement Information Survey/Questionnaire
The following is an example of the performance measurement questionnaire that is used in measuring performance as stated in the interview with Mr. Waldrop reported in this study.
Performance Measurement
1. Does your city systematically collect output and/or outcome information?
____Yes. Please continue.
____No. Thank you, you need not complete this survey
2. Please check each of the areas for which your city is measuring outputs (e.g., number of arrests, number of building permits issued):
____airport management ____code enforcement ____economic development ____education ____employment training ____environment service ____fire services ____fleet/facility maintenance ____general management____health services ____recreation/parks ____police/corrections ____sanitation ____social services ____streets/highways
____tax collection ____redevelopment/housing ____other (list____)
3. Please check each of the areas for which your city is measuring outcomes (e.g., decreases in the crime rate, satisfaction rate of building permit recipients):
____airport management ____code enforcement ____economic development ____education ____employment training ____environment service ____fire services ____fleet/facility maintenance ____general management____health services ____recreation/parks ____police/corrections ____sanitation ____social services ____streets/highways
____tax collection ____redevelopment/housing ____other (list____)
4. Please describe the process your city used to identify what performance measures (i.e., outputs and outcomes) were important to collect. For instance, were focus groups held, was a task force created, etc.
5. How are the performance measures you collect used? (examples include: to inform city-wide management decisions, as part of the budget process, for internal department use).
6. Do you publish information on your performance in terms of the outcomes or level of outputs you achieve?
____No
____Yes. How do you publish them (i.e., annual report to citizens, etc.)?
7. Have you received any awards or recognition for the work you have done in the performance measurement arena?
8. Is there anything else we should know about? Please feel free to attach another page if you would like....
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