Measuring up: examining the potential for voluntary sector performance measurement to improve public service delivery

Abstract

This article examines and challenges the notion that the process of measuring the performance of voluntary sector public service providers has the potential to improve the quality of public services. Through the lens of organizational learning, the study presents the findings of six case studies conducted in the UK. The findings suggest that performance measurement is primarily being used to demonstrate compliance and not as a tool for service improvement.

Keywords:

• Improvement
• measurement
• nonprofit
• voluntary sector

Additional information

Notes on contributors

Claire Moxham

Claire Moxham is a senior lecturer at the University of Liverpool Management School, UK.