| Sumario: | The city manager of Phoenix, Arizona, describes the performance measurement system used by public managers in that city. The three primary elements of the system are customer-focused measurements, competition/comparison measurements, and results measurements. In relation to customer-focused measurements, Phoenix has conducted a biannual community survey since 1985, focus groups consisting of customers are used routinely, and comment cards are provided at all city offices and service counters. In relation to results measurement, the work of all executives and middle managers is measured through a “performance achievement program,” which is based on management-by-objectives and permits staff to define quality of work and then to produce it. Positive measurement byproducts that have come to Phoenix from the bidding of contracts are also examined.
|
|---|