Guide / Toolkit
Performance Measurement Framework (PMF) for Business Development Services: Progress Report on Impact Indicators Survey
Is the "performance measurement framework" a useful tool to track the progress of a BDS program?
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50 pages
This report analyzes the progress of a global initiative to identify valid and practical performance indicators for business development services (BDS) programs. It studies the working of six organizations that provide BDS services.The paper discusses:
- The characteristics and purpose of the performance measurement framework (PMF) and delves into:
- Limitations of the research;
- The question of identifying BDS programs that should use the PMF;
- PMF resources and documents.
- The research process and presents:
- Impact indicators and methodologies that the field research team tested;
- The process the team underwent to reach its conclusions;
- The data resulting from the individual field-research organizations' studies and states that:
- The organizations were able to collect and report data for all indicators, except the financial data;
- The demographic data was very helpful;
- The data on customer acquisition contributed to program assessment;
- The results of the research and argues that:
- All six organizations were able to gather and present the required information;
- The validity, usefulness and practicality of the different indicators varied significantly;
- Demographic information was valid, useful and practical;
- The customer satisfaction and repeat use questions provided useful data for improving services;
- The employment data was weak and unreliable.
The paper recommends two key areas for conducting further research on BDS impact:
- In-depth impact studies;
- Tracking the application of the recommended indicators.
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