Implementing and Evaluating Performance Measurement Initiative in Public Leisure Facilities: An Action Research Project

This paper addresses issues when implementing and evaluating performance measurement initiative. Applying action research, the study began with designing an innovative performance measurement system and applied the system in three public leisure centres in England during 2005–2007. It was found that, for practitioners in the public leisure sector, inclusiveness and simplicity are the most important criteria of a good performance measurement system. That is, not only does performance data need to be inclusive, the analytical process also needs to be simple and understandable. In addition, facility managers’ analytical skills and motivations for benchmarking are two factors determining the practicability of the system developed. Finally, while conducting a long-term action research, there is a need to continually communicate the actual and potential benefits of the change with senior managers. If they are committed and enthusiastic, it is easier to gain the support of other levels of the organisation.