Measuring Service Performances of the Public Enterprise PTT “SERBIA”

Measuring the performance of a public firm is both a complex and necessary task. It is complex because the objectives of a public firm, which according to its performance ought to be assessed, are many and often conflicting. It is necessary because a rigorous and objective evaluation of public firms’ performance is the most obvious escape from debates that are all too often passionate. It is also needed because such a study can be used to grasp the factors contributing to the performance, including the regulatory setting, the organizational status, and the market structure. Finally, a study of good performance can be used by public managers and by public authorities as a pragmatic and pedagogical tool towards improvement in monitoring and resource use.