Completing a thesis is no small feat and it is rarely achieved without a spectacular support network. My case is no exception. Thank you to my wonderful family for remaining so understanding and supporting during this process. Nafez, Talal, and Miriam, thank you for sharing me with my work. Thank you, Hala, for starting your own doctorate and giving me a good reason to finish mine. I would like to thank my advisors, Colin Eden and Fran Ackermann, for helping me stay on track, even when that

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... lved relentless reminders on their part. I am grateful to Tora, Richard, Salam, Stuart, Charles and Obaid for all their support and encouragement. Georgette, without you this would not have been possible. Mama and Baba--you have given me so much. This degree is for you. iv TABLE OF CONTENTS TABLE OF CONTENTS iv LIST OF FIGURES vii LIST OF TABLES viii ABSTRACT ix CHAPTER I v 3.4.2.3 External validity 75 3.4.2.4 Reliability 76 3.5 Data Collection 78 3.5.1 Using personal interviews and focus group as data collection instruments 79 3.5.2 Unstructured versus semi-structured interviews 81 3.5.3 Ensuring rigour 82 CHAPTER 4 85 Data Collection and Analysis 85 4.1 The Secondary Data Collection Process 85 4.1.1 The case study: history and background information 86 4.1.2 The performance measurement system 89 4.1.3 The role of the media: reactions to performance data 95 4.2 The Primary Data Collection Process 100 4.2.1 Identifying key stakeholders 102 4.2.2 Key stakeholders on the power interest grid 105 4.2.3 The personal interviews 111 4.2.4 The focus group 117 4.3 The Data Analysis Process 121 4.3.1 Data reduction stage 124 4.3.2 Data display stage 130 4.3.3 Conclusion drawing and verification stage 134 CHAPTER 5 136 Findings and Discussions 136 5.1 Introduction 136 5.2 The Schools' Outcome-Based Performance Measurement System Is Not Providing Decision Makers, at both the Policy and Strategic Level and the Operational Level, with Pertinent Information about the Reform and Its Overall Progress 137 5.2.1 Utilization of measurement data in policy and strategic decisions 139 5.2.1.1 Characteristics of Measurement Data 140 5.2.1.2 Political/cultural factors 143 5.2.2 Utilization of measurement data in operational decisions 149 5.2.2.1 Characteristics of measurement data 150 157 5.3.1 Foreign origins of the performance measurement system 158 5.3.2 Addressing multiple stakeholder complexity in PMS design 161 5.3.2.1. Stakeholders' need for measures as management tools 164 5.3.2.2. Stakeholders' need for measures as communication tools 167 5.3.2.3. Stakeholders' need for measures to guard cultural and religious interests 168