The Oregon State Bar (OSB), USA, a public corporation within the Oregon Judicial Department services over 13,000 members in 37 bar sections. In 1996 a programme to improve the member services was undertaken: 1) Existing performance measures were evaluated, improvements to the measurement system recommended, goal statements developed for each bar programme or service and specific outcomes in line with the goal statements were developed; 2) A Member Services Department was created in 1999 with a b...
BPIR Categories14.1.7 Review/evaluate performance measurement system.
14.1.2 Select and align measures.
14.1.3 Set performance targets.