PAD-3003 Lecture Notes - Lecture 9: Field Experiment, Needs Assessment, Total Quality Management
1 Nov 2016
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Document Summary
Total quality management (tqm: definition: (cid:862)an enterprise lifestyle that emphasizes customer satisfaction, excellent service, and rapid adjustment to address ever-changing customer needs(cid:863, w. edwards deming- the father of total quality management (tqm) Measuring performance to improve performance: performance measurement tries to answer the following. Is the organization productive: robert behn"s (2003) fundamental purposes of performance measurement systems. Designing a performance measurement system: seven steps. Classify program inputs, outputs, and efficiency indicators. Conclude with analysis and action: citizen-driven performance measurement, social aspects of performance. Balanced scorecards: most popular tool in measuring performance, goes (cid:271)eyo(cid:374)d (cid:373)easures that are (cid:862)(cid:272)hiefly fi(cid:374)a(cid:374)(cid:272)ial(cid:863) and includes other aspects of performance, framework includes: In the (cid:1005)9(cid:1009)(cid:1004)"s and (cid:1005)9(cid:1010)(cid:1004)"s: policy sciences emerging, collecting empirical data by surveys, interviews, focus groups, field observation, case studies, etc. Program evaluation identifying stakeholders and obtaining input: types of stakeholders. Others: wot analysis (cid:894)(cid:862)strengths, weaknesses, opportunities, and threats(cid:863)(cid:895)
