Organisations use many metrics to judge how well they are operating. I get frustrated when performance, quality and outcome measures are seen as different things. As far as I am concerned, if something you’re measuring is not for the purpose of improving outcomes, why are you measuring it?
Efficiency and
productivity measures are important, as they can help with improvement leading
to release of resources and/or reduction of costs to achieve outcomes. Outcome measures are the ultimate demonstration
of quality. However, these outcomes need
to be set with the person they are the outcomes for and must matter to them!
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