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Public Organiz Rev (2015) 15:365381
DOI 10.1007/s11115-014-0276-9
Nidya J. Astrini
Published online: 23 April 2014# Springer Science+Business Media New York 2014
Abstract The purpose of this study was to create a framework on how a local government should develop its performance measurement indicator. This study main concern was local governments in Indonesia which are currently required to obtain international accreditation for their services as well as satisfactions from both central government and their citizens. This article sought to translate the requirements made by IWA 4: 2009 standard, a derivative product of ISO 9001: 2008, into an applicable framework for developing performance measurement indicators. The proposed framework was expected to generate relevant indicators that could facilitate defects detections, performance improvement, compliance to law and regulations, the absorption of citizens needs, and the certification process of public services in Indonesia. This article limits its scope to one of many ways to generate performance measurement indicators and does not suggest any specific ones. Each local government is supposed to decide its own performance measurement indicators. Since the article on IWA 4: 2009 was fairly limited in time of this study took place, this article was also expected to give small contribution to the literature on quality management in local government.
Keywords Performance measurement . Indicator. Local government . IWA 4: 2009 . Indonesia . Quality management
Introduction
Poister (2003) defined performance measurement as the process of defining, monitoring, and using objective indicators of the performance of organizations and programs on a regular basis while Neely et al. (2006) described it as a means to monitor and control organizational activities to make sure that the organization was able to achieve
N. J. Astrini (*)
Indonesian Institute of Sciences, PUSPIPTEK Area, Building 417, 3rd floor, Tangerang Selatan, Banten, Indonesiae-mail: [email protected]
N. J. Astrinie-mail: [email protected]
Local Government Performance Measurement: Developing Indicators Based on IWA 4: 2009
366 N.J. Astrini
its predefined objectives. The definition provided by Neely et al. (2002) placed performance measurement as the process of quantifying the efficiency and effectiveness of past actions. The characteristics of a good performance measurement system generally involve providing feedback on questions about how well an organization is performing, whether it achieves its objectives, and how far is their improvement from the last...