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The Government Performance and Results Act (GPRA) focuses our attention on outcomes--a focus long overdue in government. However, in our concentration on building perfect outcome measures, we seem to have forgotten that the best way to achieve those outcomes is to change our business practices, our organizational culture. Fortunately a number of agencies are reawakening to the fact that, to achieve success on a balanced set of outcome measures (such as employee satisfaction, customer satisfaction, and business results), you need the right people working in organizations with the right business practices (see Figure 1).
Measuring Organizational Culture