List of Figures and Tables ix About the...

List of Figures and Tables

About the Authors

Foreword

xiii

Preface

Acknowledgements

xvii

Chapter 1 Introduction

1.1 Chapter Introduction

1.2 Why Take a Quality-oriented Perspective to Performance Indicator Development in the Public Administration (PA) Context?

1.3 Why Have Customers Collaborate in the Development of Performance Indicators?

1.4 Performance Indicators and Measuring Performance in PA

1.5 Our Customer Approach to Performance Indicator Development (Pida)

1.6 Important Background Information Concerning the Contents of this Book

1.7 The Structure of the Book

1.8 Chapter Summary

Chapter 2 What Is a Quality Perspective Towards Developing Performance Indicators?

2.1 Chapter Introduction

2.2 Our Quality Perspective and Why it is Useful in Developing Performance Indicators in PA

2.3 Quality Function Deployment

2.4 House of Quality (HoQ)

2.5 Performance Indicator House of Quality (PIHoQ)

2.6 Chapter Summary

Chapter 3 The Key Elements of the Pihoq Framework

3.1 Chapter Introduction

3.2 Voice of the Customer (VoC) – What the Stakeholders Want

3.3 Technical Requirements (TRs) – How to Implement the VoCs in the Administering Authority

3.4 TR Relationship Matrix

3.5 VoC and TR Relationship Matrix

3.6 Performance Indicators: Outputs and Outcomes

3.7 Importance and Satisfaction Ratings

3.8 Critical Decision

3.9 Areas of Deployment

3.10 Utilisation of Tangible and Intangible Performance Indicators

3.11 Chapter Summary

Chapter 4 A Guide to the Development of the PIHoQ

4.1 Chapter Introduction

4.2 Stakeholder Selection and the VoC Development

4.2.1 Stakeholder Selection and Analysis of the Participants

4.2.2 External Stakeholder Focus Groups

4.2.3 Internal Stakeholder Focus Groups

4.2.4 Consolidation of the VoC Lists

4.3 Development of the TRs

4.4 Confirmation of the VoC and TR

4.5 Mapping Exercise and the TR Relationship Matrix

4.6 Further Mapping of the VoC and TR Relationship Matrix

4.7 Performance Indicators: Outputs and Outcomes

4.8 Surveying the Importance and Satisfaction Ratings

4.9 Plotting of the Critical Decision

4.10 Confirmation of the PIHoQ and its Components and Deciding Areas of Deployment

100

4.11 Utilisation of Tangible and Intangible Performance Indicators

105

4.12 Chapter Summary

106

Chapter 5 Benefits, Challenges and the Road Ahead

107

5.1 Chapter Introduction

107

5.2 Potential Benefits of PIDA

107

5.3 Potential Challenges and Opportunities

111

5.4 The Key Messages about PIDA

112

5.5 Some Questions to Stimulate Your Thinking on this Topic

113

5.6 Chapter Summary

114

References

117

Recommended Supplementary Readings

121

Performance Measurement/Management

121

Traditional House of Quality (HoQ)

121

Performance Indicator HoQ (PIHoQ)

122

Action Research (AR)

122

Participative Action Research (PAR)

123

Community Engagement

123

Other Sub-processes/Tools Utilised in the PIDA

124

Index

125

List of Figures and Tables	ix
About the Authors	xi
Foreword	xiii
Preface	xv
Acknowledgements	xvii
Chapter 1 Introduction	1
1.1 Chapter Introduction	1
1.2 Why Take a Quality-oriented Perspective to Performance Indicator Development in the Public Administration (PA) Context?	1
1.3 Why Have Customers Collaborate in the Development of Performance Indicators?	3
1.4 Performance Indicators and Measuring Performance in PA	4
1.5 Our Customer Approach to Performance Indicator Development (Pida)	6
1.6 Important Background Information Concerning the Contents of this Book	8
1.7 The Structure of the Book	10
1.8 Chapter Summary	10
Chapter 2 What Is a Quality Perspective Towards Developing Performance Indicators?	13
2.1 Chapter Introduction	13
2.2 Our Quality Perspective and Why it is Useful in Developing Performance Indicators in PA	13
2.3 Quality Function Deployment	14
2.4 House of Quality (HoQ)	15
2.5 Performance Indicator House of Quality (PIHoQ)	18
2.6 Chapter Summary	20
Chapter 3 The Key Elements of the Pihoq Framework	21
3.1 Chapter Introduction	21
3.2 Voice of the Customer (VoC) – What the Stakeholders Want	21
3.3 Technical Requirements (TRs) – How to Implement the VoCs in the Administering Authority	24
3.4 TR Relationship Matrix	27
3.5 VoC and TR Relationship Matrix	29
3.6 Performance Indicators: Outputs and Outcomes	32
3.7 Importance and Satisfaction Ratings	34
3.8 Critical Decision	35
3.9 Areas of Deployment	39
3.10 Utilisation of Tangible and Intangible Performance Indicators	44
3.11 Chapter Summary	48
Chapter 4 A Guide to the Development of the PIHoQ	49
4.1 Chapter Introduction	49
4.2 Stakeholder Selection and the VoC Development	51
4.2.1 Stakeholder Selection and Analysis of the Participants	51
4.2.2 External Stakeholder Focus Groups	57
4.2.3 Internal Stakeholder Focus Groups	67
4.2.4 Consolidation of the VoC Lists	68
4.3 Development of the TRs	71
4.4 Confirmation of the VoC and TR	73
4.5 Mapping Exercise and the TR Relationship Matrix	76
4.6 Further Mapping of the VoC and TR Relationship Matrix	78
4.7 Performance Indicators: Outputs and Outcomes	82
4.8 Surveying the Importance and Satisfaction Ratings	88
4.9 Plotting of the Critical Decision	96
4.10 Confirmation of the PIHoQ and its Components and Deciding Areas of Deployment	100
4.11 Utilisation of Tangible and Intangible Performance Indicators	105
4.12 Chapter Summary	106
Chapter 5 Benefits, Challenges and the Road Ahead	107
5.1 Chapter Introduction	107
5.2 Potential Benefits of PIDA	107
5.3 Potential Challenges and Opportunities	111
5.4 The Key Messages about PIDA	112
5.5 Some Questions to Stimulate Your Thinking on this Topic	113
5.6 Chapter Summary	114
References	117
Recommended Supplementary Readings	121
Performance Measurement/Management	121
Traditional House of Quality (HoQ)	121
Performance Indicator HoQ (PIHoQ)	122
Action Research (AR)	122
Participative Action Research (PAR)	123
Community Engagement	123
Other Sub-processes/Tools Utilised in the PIDA	124
Index	125

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