13. Disaster Management
Performance evaluation in humanitarian operations is a vital issue as it contributes for better results and faster service. One of the evaluation perspectives is related to how humanitarian operations can be effective and efficient in helping beneficiaries. In this sense, this paper proposes a framework for evaluating the performance of humanitarian operations based on the beneficiaries' perception. The research applies a systematic literature review, which identifies twenty-five papers and six frameworks considered as a basis for the development of the proposed framework. Our framework is composed of five steps (i.e., organizational objectives, process selection, category selection, data collect, and principles and results of the evaluation) and correspondent detailed items to support its application by professionals in real-life scenarios.
PALAVRAS-CHAVE: performance evaluation; humanitarian operations; beneficiary; slr.