This article investigates the dynamics of benchmarking in municipal water utilities. The authors explain how a voluntary project developed the characteristics of compulsory benchmarking. While the first adopters of benchmarking sought efficiency gains, later adoptions have mainly been driven by...

This article describes the implementation of the balanced scorecard (BSC) strategy map in a university department. The department is a good example of a complex public sector service organization—therefore the article has relevance beyond universities. The strategy map was found to be an...