Using standardized outcome measures in the federal government
展示了人力资源在政府绩效测量中的战略作用，介绍了联邦政府平衡计分卡各视角的通用标准化指标，并详细说明了客户满意度调查的开发与试点测试。
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.