Managing Public Services

6    Rethinking performance management

Anders Anell

DOI: 10.4324/9781003154389-9

Introduction

Performance management is inherently complex (Arnaboldi et al. 2015). A central dimension of performance management is the need for effective performance measurement system, i.e. the regular collection and feedback of data concerning resources, activities and results of an individual, team or larger organization (Neely et al. 2005). Such collection and feedback of data can be used for different purposes and to support different forms of organizational control (Franco-Santos et al. 2012). In the standard management literature, it is often recommended that managers distribute rewards and sanctions based on deviations between actual performance and targets ...