Assessing organizational performance

Article Abstract:

The adoption of a hospital performance metric by the health department in Alberta, Canada, to decide budget allocations to hospitals has proved detrimental and indicates the danger involved in performance appraisals. Calgary General Hospital, which cares for many terminally ill patients, received a poor rating, resulting in a lower budget for that hospital and forcing it to reexamine its palliative treatment program and its acceptance of referrals from other hospitals. This case study suggests that performance appraisal can upset a working system and needlessly lower morale.

Case studies, Health services administration

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Can benchmarking for best practices work for government?

Article Abstract:

Benchmarking is an approach to performance improvement that involves identifying the best-managed organization within the same category and adapting its best practices. It has been used successfully in the private sector and is now increasingly implemented in the public sector. Benchmarking can be used for various purposes in government institutions, including formulating criteria for performance measurement, identifying problem areas, and improving service delivery.

Management, Benchmarks, Benchmarking

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Make customer service analyses a little easier with the PGCV index

Article Abstract:

Many government agencies are turning to customer service analyses in response to growing pressure from voters, corporate leaders and lawmakers for higher levels of customer focus. These analyses require a quantitative customer service measurement tool that is flexible and can easily be used by statistically untrained public administrators. One such tool, called the potential gain in customer index, is described.

Analysis, Services, Customer service

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