Purpose – This research paper seeks to examine the important issues of performance measurement and reporting in a third sector community organisation. It aims to highlight the dysfunctional nature of funding body performance reporting criteria, which do not always align with the values and...

Purpose: The various quality improvement (QI) frameworks and maturity models described in the health services literature consider some aspects of QI while excluding others. This paper aims to present a concerted attempt to create a quality improvement maturity model (QIMM) derived from holistic...

Presents a practical analysis of operational performance measurement at Airbags International Ltd (AIL), a supplier of airbag safety devices to the automotive industry. First, the primary measure of overall equipment effectiveness (OEE) is described. Its implementation and use within the...

Purpose – Many papers discuss the use of the balanced scorecard yet few provide empirical evidence within a longitudinal context. Still fewer studies present balanced scorecard evidence from within public services. This study seeks to consider the impact of implementing and using the balanced...

Purpose – This paper aims to explore a current measurement system within a team of a national third sector umbrella organisation and to recommend a new set of ongoing changes to be implemented based on current literature from the third sector which can be applied to other similar sized...

Purpose – The purpose of this paper is to report on the results of an explorative empirical study among German non‐profit organisations with respect to the implementation of the balanced scorecard (implementation levels, perspectives, major challenges and obstacles, missing and used...

Purpose – The paper aims to examine how not communicating stakeholders' expectations through marketing results in mis‐targeting. It also aims to suggest that, when non‐profit managers do not succeed in capturing stakeholders' definitions of performance, marketing is ineffective and may...

Purpose – The purpose of this paper is to describe how Barnardo's, a large children's charity, has developed a system for measuring and reporting on service user outcomes as part of its performance management approach. The challenges that confront third sector organisations when adopting this...