Using standardized outcome measures in the federal government

✍ Scribed by Brigitte W. Schay; Mary Ellen Beach; Jacqueline A. Caldwell; Christelle LaPolice

• Publisher: John Wiley and Sons
• Year: 2002
• Tongue: English
• Weight: 208 KB
• Volume: 41
• Category: Article
• ISSN: 0090-4848
• DOI: 10.1002/hrm.10046

✦ Synopsis

Abstract

This article demonstrates the strategic role HR can play in the government's efforts to measure its
effectiveness. As federal agencies are being held increasingly accountable for their performance, the need for
standardized outcome measures to assess results has become critical. The authors describe a
balanced‐measures approach for the federal government and provide examples of generic, standardized
measures for each perspective of the Balanced Scorecard, including key measures for the HR function. The
authors also detail the development of one such measure, a generic customer satisfaction survey. The survey was
pilot‐tested with three HR organizations in the federal government and is being used by agencies to
measure satisfaction with internal services including HR. © 2002 Wiley Periodicals, Inc.