CHAPTER FIVEDefining Performance Indicators
Once you have identified a program's intended outcomes and other performance criteria, how do you develop good measures of these things? What do useful performance indicators look like? And what are the characteristics of effective sets of performance measures? Where do you find the data to operationalize performance indicators? In order for monitoring systems to convey meaningful information about program performance, the measures used must be appropriate and meet the tests of sound measurement principles. This chapter begins to focus on the how of performance measurement: how to define measures of effectiveness, efficiency, productivity, quality, client satisfaction, and so forth that are valid, ...
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