ABSTRACT
This chapter compares outcome-based performance measurement and the alternative, process-based performance measurement. It reviews the weaknesses of both outcome-based and process-based performance measurement in the field of human service. The research proposes the care policy model to modify the public policy model so that it is suitable for the provision of human services. Process-based performance measurement, used in traditional public institutions, suits the ambiguous policy goals of human service. Performance measurement focuses on reflecting citizen needs for evidence of the effectiveness of projects and policies. As human service and all other public services are for the benefit of people, performance indicators need to coincide with people's needs. The outcome-based performance measurement is a crucial cause of the long-term care quality issue in the human service market. In order to replace outcome-based performance measurement with process-based performance measurement, governments need to modify the current public policy model.
