The scope of performance measurement
What types of performance information should be tracked?
What are the first steps?
What are the program's mission and objectives? Who are its customers?
What outcomes should be tracked?
What outcome indicators should be tracked?
What methods of data gathering should be used?
Making outcome information useful : providing indicator breakouts
Making outcome information useful : comparing findings to benchmarks
Analysis of performance information
Reporting performance information
Major uses of performance information and incentives for using it
Quality control: assessing the accuracy and usefulness of performance measurement systems / by Joseph S. Wholey
Other performance measurement issues
Wrap-up of key performance measurement elements.
