Overcoming challenges in the implementation of performance measurement : Case studies in public welfare services

Purpose – The paper aims to evaluate factors affecting the success of the measurement system implementation in the context of two case services with a specific measurement object – productivity. Design/methodology/approach – Interviews with the users of new measurement systems are used to obtain information on the role of known technical and organizational success factors supporting measurement system implementation. Findings – Two key factors were found to affect the success of the measurement system development project. First, the commitment of the operative level was achieved. Second, the chosen measurement tool was suitable for the identified managerial requirements of the organization. Research limitations/implications – In order to improve external validity, it would be useful to assess the implementation of measurement systems with a similar approach in different organizations. Could the positive results described in this study be replicated? Practical implications – The practical implications of this study are twofold. First, the study describes a potential and fresh approach towards measurement of performance and productivity in public organizations. Second, the experiences described can assist public managers to avoid pitfalls in the implementation of measurement systems. Originality/value – Various challenges in developing measurement systems in the public sector context are well studied. It is important to better understand how to overcome the problems. In comparison to many existing studies, this research provides more specific and detailed knowledge related to a successful development project.