Mål, dokumentation og effekter: Resultatstyring i kvalitetsreformen

Andreas Dam

Student thesis: Master thesis


A combination of the Danish Governments “Tax stop” and a population development that means more elders and fewer people in the workforce increases the pressure on the Danish public sector. At the same time the demand for public services and quality is rising. In consequence the Danish public sector is forced to increase its effectiveness in order to be even better. Concerns over the effectiveness of public administration have encouraged measurement and management of performance. The main purpose of this thesis is to investigate whether performance management is identifiable in the latest Danish public sector reform (Kvalitetsreformen). Through literary studies I map the characteristics of performance management and identify these characteristics in the reform. Furthermore I examine the effects of using performance measurement in the public sector. Through an agency theory framework I line up the perverse effect of performance measurement. This gives basis for a discussion of the perverse effect of using customer satisfaction surveys to measure the performance of professional organizations that provide public services. The thesis concludes that Kvalitetsreformen contains a number of the components that characterizes performance management, including strategic and explicit goal setting, performance measurement and allocation of responsibility and accountability for the result. Furthermore I conclude that there is a risk of perverse effects when customer satisfaction surveys are applied to measure the performance of professional organizations that provide public sector services. This is mainly due to the reduction of complexity that performance measurement causes and strategic behavior from individuals.

EducationsMSocSc in Human Resource Management, (Graduate Programme) Final Thesis
Publication date2009
Number of pages79