Pfiffner, Roger (2021). Using Performance Information for Improvement Actions: Expectations, Challenges, and Prospects for Human Services Managers. (Thesis). Universität Bern, Bern
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Abstract
The growing pressure for efficiency and service quality in the public and third sectors has led to an increasing prevalence of performance and quality measurement. As a result, many social and health care providers spend a great deal of time and effort collecting performance and quality indicators. However, there are hardly any well-founded answers to the question of whether this performance information is being integrated - as intended - into important planning, decision-making and optimization processes of the organizations. Therefore, this dissertation examines what drives human service organizations to measure performance and service quality, and to what extent they use the resulting information to improve performance. The dissertation consists of three sub-studies and is based on data from a survey of more than 700 managers in German- and French-speaking Switzerland. The results show that the existing requirements of external and internal supervisory bodies are not a sufficient condition for an effective use of performance and quality management systems. A systematic application of performance information also requires appropriate resources and information of high relevance and reliability. Even more crucial is that executive managers identify strongly with the necessary procedures and recognize their benefits.
| Item Type: | Thesis |
|---|---|
| Dissertation Type: | Cumulative |
| Date of Defense: | 25 February 2021 |
| Subjects: | 300 Social sciences, sociology & anthropology > 350 Public administration & military science |
| Institute / Center: | 11 Centers of Competence > Center of Comptetence for Public Management (KPM) |
| Depositing User: | Hammer Igor |
| Date Deposited: | 07 Jun 2022 15:43 |
| Last Modified: | 21 Jun 2022 12:23 |
| URI: | https://boristheses.unibe.ch/id/eprint/3580 |
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