Benchmarking in the Public and Nonprofit Sectors, Second Edition	5
	Contents	7
	Figures, Tables, Exhibits, and Worksheets	11
	Acknowledgments	13
	The Authors	15
	Part I: Welcome to Benchmarking	25
	Chapter 1: Foundations of Benchmarking	27
	HISTORICAL CONTEXT	28
	BENCHMARKING IN THE TWENTY -FIRST CENTURY	33
	SUMMARY	40
	Chapter 2: Benchmarking and Performance Measures	43
	PURPOSE OF PERFORMANCE MEASURES	44
	IPOLO MODEL OF PERFORMANCE MEASURES	49
	PERFORMANCE MEASURES AND GOVERNMENT	55
	PERFORMANCE MEASURES AND MANAGEMENT	56
	IMPORTANCE OF MEASURES, COMPARISONS, AND BENCHMARKING	57
	SELECTING MEASURES FOR BENCHMARKING	58
	MEASUREMENT CHALLENGES IN THE PUBLIC AND NONPROFIT SECTORS	59
	SUMMARY	60
	Part II: Benchmarking Methods	63
	Chapter 3: Preparing for Benchmarking	65
	DETERMINE READINESS FOR BENCHMARKING	65
	SELECT A BENCHMARKING METHOD	69
	MAJOR BENCHMARKING PITFALLS	76
	SUMMARY	77
	Chapter 4: The Traditional Benchmarking Method	79
	OTHER VIEWS OF THE BENCHMARKING METHODS	80
	ELEVEN -STEP TRADITIONAL BENCHMARKING METHOD	80
	EXAMPLES OF TRADITIONAL BENCHMARKING	90
	WARNINGS ABOUT TRADITIONAL BENCHMARKING	95
	SUMMARY	99
	Chapter 5: The Solution-Driven Benchmarking Method	101
	SNAPSHOT OF THE SOLUTION -DRIVEN METHOD	102
	STEPS IN THE SOLUTION -DRIVEN METHOD	102
	EXAMPLES OF SOLUTION -DRIVEN BENCHMARKING	105
	COMMON SENSE OR METHODOLOGY?	113
	WARNINGS ABOUT THE SOLUTION -DRIVEN METHOD	114
	SUMMARY	115
	Part III: Benchmarking in Sectors	117
	Chapter 6: Benchmarking in State and Local Governments	119
	HISTORICAL OVERVIEW	120
	BENCHMARKING AND STATE GOVERNMENTS	120
	WHY STATE AND LOCAL GOVERNMENTS PURSUE BENCHMARKING	122
	WHO SHOULD PARTICIPATE IN A BENCHMARKING PROJECT?	128
	IS THE PUBLIC SECTOR BETTER OFF DUE TO BENCHMARKING?	137
	CRIMINAL INTAKE IN SALT LAKE COUNTY, UTAH: A SOLUTION-DRIVEN APPROACH IN THE PUBLIC SECTOR	138
	SUMMARY	140
	Chapter 7: Benchmarking in Nonprofits	143
	WHAT IS A NONPROFIT?	144
	PRESSURE TO BENCHMARK	148
	NONPROFIT LEADERSHIP AND SOLUTION-DRIVEN BENCHMARKING	149
	EXAMPLES OF SOLUTION-DRIVEN BENCHMARKING IN NONPROFITS	151
	eNONPROFIT BENCHMARKS STUDY	157
	SELECTING POTENTIAL BENCHMARKING PARTNERS	159
	THINKING AHEAD	160
	SUMMARY	161
	Chapter 8: Benchmarking in the International Community	163
	GENERAL CHARACTERISTICS OF INTERNATIONAL BENCHMARKING	163
	EXAMPLES OF INTERNATIONAL BENCHMARKING	164
	LESSONS LEARNED	173
	SUMMARY	173
	Part IV: Benchmarking and Accountability	175
	Chapter 9: Benchmarking for Improving Accountability	177
	WHAT IS ACCOUNTABILITY?	178
	INCREASED ATTENTION TO ACCOUNTABILITY	178
	HOW BENCHMARKING CONTRIBUTES TO ACCOUNTABILITY	180
	SUMMARY	186
	Chapter 10: Benchmarking and Performing an Audit	189
	WHY USE BENCHMARKING IN AUDITS?	190
	BASIC BENCHMARKING SKILLS FOR AUDITORS	191
	USING TRADITIONAL BENCHMARKING IN AUDITS	192
	USING SOLUTION-DRIVEN BENCHMARKING IN AUDITS	195
	AN EXAMPLE FROM THE DOI	198
	WARNINGS ABOUT THE SOLUTION-DRIVEN METHOD	198
	SOLUTION-DRIVEN BENCHMARKING AND THE AUDIT PLAN	199
	SUMMARY	202
	Chapter 11: Conclusion	203
	SUSTAINING THE MOMENTUM FOR BENCHMARKING: CREATING A LEARNING ORGANIZATION	204
	CONDUCTING NEEDED RESEARCH	205
	NEXT STEPS	207
	Resources	209
	Glossary	239
	References	243
	Index	249