CHAPTER TWELVEImproving Quality and Process
To what extent does performance measurement play a role in public and nonprofit agencies' drives to improve quality and productivity? What kinds of measures are typically used to track quality and productivity? What do these particular monitoring systems look like, and how are they different from the other kinds of measurement systems described in this book? How are such systems used to improve quality and productivity? Whereas previous chapters discuss measurement systems that are tied to other processes at higher management levels, this chapter discusses the use of performance measures at the operating level to help improve quality, productivity, and process improvement.
This chapter differentiates ...
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