Measuring the Performance of Public Services: Principles and Practice

‘A great contribution to the performance measurement literature – challenging, thought provoking and full of insight – I recommend this book whole heartedly.’ Andy Neely, Professor of Operations Strategy and Performance, Cranfield University and University of Cambridge; Director, Corporate Performance Measurement; Deputy Director, Advanced Institute of Management Research

‘After the New Labour government in the UK was criticised for too many top-down targets on public services, the coalition government is seeking other means to manage their delivery. The key message of this book is that performance measurement is a vital part of any systematic attempt to improve public services. The book reviews different perspectives and argues that the systems approach offers a good way of enabling performance measurement to capture the essential activity of any system.’ Gwyn Bevan, Professor of Management Science and Director of MSc in Public Management and Governance, LSE

‘This is a well written and clearly argued book with a solid empirical and theoretical base. It brings a set of insightful questions to the fraught area of performance measurement in public services. It does not lose the reader in either conceptual or numerical confusion but generally focuses their attention on the basic core issues in the field. The central focus on the different uses of performance measurement and the nature of the choices in terms of practical methods is both useful and illuminating.’ Robin Wensley, Professor of Policy and Marketing, Warwick Business School, and Director, Advanced Institute of Management Research