In recent years, consumers, professional organizations,
government officials, and third-party payers have become
increasingly concerned about how to assess the quality of the
services provided by organizations in both the private and the
public sectors. One new approach is the organizational report card,
which compares the performance of organizations such as public
schools, colleges, hospitals, and HMOs.
This book offers the first comprehensive study of such
instruments. It discusses the circumstances under which they are
desirable alternatives to other policy instruments, such as
regulation; how they should be designed; who is likely to use them
and for what purpose; and what role, if any, government should have
in their creation. Informed by cases drawn from education, health,
and other policy areas, this book develops a conceptual framework
for analyzing these issues. It explores the tradeoffs in measuring
performance, the methods of communicating results effectively to
mass and elite audiences, and the ways in which organizations
respond to the data gathered. .
General
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