Title: A conceptual framework to evaluate performance of non-profit social service organisations

Authors: Alexandra Medina-Borja, Konstantinos Triantis

Addresses: Industrial Engineering Department, University of Puerto Rico, Mayaguez, II-205, Mayaguez, PR 00680, USA. ' Grado Department of Industrial and Systems Engineering, Virginia Tech, System Performance Laboratory, Northern Virginia Center, Falls Church, VA 22043–2311, USA

Abstract: The objective of this research is to provide a conceptual framework that can be used for the design and implementation of an integrated performance measurement system for non-profit service providers in general and in particular for disaster relief agencies. This conceptual framework contains four main dimensions of performance, i.e., revenue generation, capacity creation, customer satisfaction and outcome achievement. Lastly, a modelling approach that can be used to formulate and analyse the data collected through this system using Data Envelopment Analysis (DEA) (Charnes et al., 1978) is proposed. DEA performance measures will consider the operating environment and elicit quantitative best practices. The conceptual framework, analytical and modelling approaches address a void on the literature given that several programme and performance evaluation initiatives that have been launched in the past do not offer a solution as to how to evaluate different performance dimensions relevant for the sector.

Keywords: performance measurement; non-profit social services; service quality; outcomes; effectiveness; efficiency; revenue generation; capacity creation; disaster relief agencies; customer satisfaction; data envelopment analysis; DEA; best practice; performance evaluation.

DOI: 10.1504/IJTM.2007.011808

International Journal of Technology Management, 2007 Vol.37 No.1/2, pp.147 - 161

Published online: 23 Dec 2006 *

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