RE: REQUEST: Measuring service quality in social service

["Hodges, Jacob" <HODGESJ@onr.navy.mil>]

Loren;

I find your discussion intriguing.  For the last two years I have been
supporting a government organization develop a Performance Measurement
Program for Naval Science & Technology (S&T) Programs.  Initially, there was
the concern of some regarding the need to do measurements (and metrics)
because of the Government Performance and Results Act (GRPA), others felt it
was the "best business thing to do," and others (i.e., scientist and Ph.D.)
didn't want anything to do with it. 

However, one word of advice is do not get hung-up on "outcomes," which
according to GRPA is important; initially focus on "outputs."  Outputs focus
on (1) short-term and is viewed as a "means to an end," and (2) is
very-focused with some organizational degree of control.  Outcomes focus on
(1) long-term results or impact, and (2) is based on higher-order objectives
(organizational vision/mission/goals and objectives).

If your output measures are aligned with the organizational goals and
objectives, through the use of a collective database, you'll be able to
determine the "outcomes" -- did it mean the organizational vision, mission
and goals.  

Welcome your thoughts!

Jake Hodges
mailto: JHodges@eumetria.com
Eumetria, Inc
Telephone:  410-203-1292
Fax:  800-858-9804
SkyPage/SkyTalk:  800.708.1854
SkyMail:  8007081854@skytel.com  (no attachments please)