Reports on two years of field research funded by the Economic and Social Research Council. Examines performance indicators across a variety of government departments and public agencies as well as private businesses.

Neil Carter, Patricia Day, Rudolf Klein

List of tables; List of abbreviations; Introduction; 1. Revolution or resurrection? The history of a concept; 2. Models, measures and muddles: organisational and conceptual dimensions of performance indicators; 3. The criminal justice system: police, courts, and prisons; 4. The welfare system: Social Security and the National Health Service; 5. The private sector: banks, building societies, and retail stores; 6. Managing monopolies: railways, water and airports: 7. Performance indicators in the 1990s: tools for managing political and administrative change; References; Name index; Subject index