ABSTRACT
This chapter considers the empirical validity of the process-based performance measurement model, in the human service market. It compares two typical cases: the Japanese long-term care market, which favors the presented process-based performance measurement, and the United States long-term care market, which focuses more on existing outcome-based performance measurement. Analyzing the two empirical cases, the chapter shows that the long-term care market responds better to users' needs when governments implement the process-based performance measurement model. Investigating the case of Japan, the research showed that process-based performance measurement reflects users' needs. Process-based performance measurement in Japan originates from the idea that society should adjust to the convenience of frail elderly. The Japanese long-term care market implements the care policy model (CPM) by giving care workers career path opportunities to be involved in the process of policymaking and implementation. The CPM implemented in Japan systematically incorporates the voices of care workers into the care plan.
