Measuring organizational performance : a case study of a nonprofit organization

Abstract

This study looked at methods that one nonprofit organization uses to measure organizational performance. A local branch of the intectually Handicapped Society (Inc.) was chosen because of the high level of interest in evaluation and monitoring of services and facilities.

A number of research methods were used in this case study. These include a review of documents, reports and written material, interviews and on site visits to the organization. The focus of the study was examining the formal monitoring practices used and identifying perspectives of users, user advocates, providers and decision makers in relation to the review activities.

The findings showed that the formal processes used in the local branch of the Intellectually Handicapped Society (Inc.) are developed at the national office and were not seen to be relevant to people involved at the local level. User advocates and providers did not feel that they were involved in the formal review activities nor had input into the evaluation of services. The author concludes that people within the organization have different conceptions of goals, accomlishments and shortcomings of the methods used for measuring organizational performance. The utilization of information may be increased if local criteria were established for measuring organizational performance.