Local government consultant performance measures: an empirical study

2005 ◽  
Vol 18 (6) ◽  
pp. 546-562 ◽  
Author(s):  
Eric Deakins ◽  
Stuart Dillon
Keyword(s):  
Local Government ◽  
Empirical Study ◽  
Performance Measures

scholarly journals The relationship between employee and customer satisfaction in the balanced scorecard

2014 ◽  
Vol 9 (3) ◽  
pp. 285-298 ◽  
Author(s):  
DG Gouws ◽  
A Habtezion ◽  
FNS Vermaak ◽  
H P Wolmarans
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Performance Measures ◽  
Balanced Scorecard ◽  
Employee Satisfaction ◽  
Direct Relationship ◽  
Preliminary Testing ◽  
The Balanced Scorecard ◽  
Key Drivers ◽  
The Relationship

This paper reports evidence of a direct relationship between employee satisfaction and customer satisfaction as they are linked in the balanced scorecard. The objective was to propose a framework that shows the linkage between employee satisfaction and customer satisfaction and to undertake some preliminary testing of this framework. An empirical study was undertaken in an airline business which investigated these relationships between employee and customer satisfaction and the correlations between these performance measures. The relationship between the key drivers of employee satisfaction and the key drivers of customer satisfaction was also investigated. The study provides empirical evidence supporting several linkages.

Do key performance indicators matter on public procurement rules 2008? An empirical study on local government engineering department, bangladesh

2015 ◽  
Vol 15 (2) ◽  
pp. 236-257
Author(s):  
Mahfuzar Rahman ◽  
Amrita Kumar Das ◽  
Zohurul Islam
Keyword(s):  
Local Government ◽  
Empirical Study ◽  
Performance Indicators ◽  
Questionnaire Survey ◽  
Public Procurement ◽  
Key Performance Indicators ◽  
Survey Method ◽  
Key Informant ◽  
Engineering Department ◽  
Senior Officers

This study focuses on the importance of transparency and accountability of Local Government Engineering Department (LGED)'s procurement performance based on 45 predetermined Key Performance Indicators (KPIs). The main objectives of this study are to find the extent of compliance of PPR 2008 by LGED and to identify gaps in compliance and scope of improvement for implementation. For this study, a questionnaire survey method collected data from different stakeholders related to procurement activities of LGED. Key informant interviews were also conducted with senior officers of LGED and IMED. The study result shows a clear adherence to the rules of PPR 2008 by LGED in operating its procurement functions except when paying interest for delayed payment. This study was confined to compliance issues covering 11 KPIs set by the Central Procurement Technical Unit (CPTU).

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