Themself

Performance Objectives - Public Sector Slack et al. identify five generic performance objectives: quality speed dependability flexibility cost These generic performance objectives are explained below. There are public sector examples to help illustrate them. Quality Quality is about consistent performance. This could be meeting a product specification or about providing a superior service.  In the public sector, it could be how many decisions get appealed. Or the number of letters re-drafted before being sent. Externally Quality increases customer satisfaction. Excellent services for the citizen should  drive public services. Internally Quality reduces costs and increases dependability. Measurement Customer satisfaction surveys where there is a direct service to the public. Internal metrics ( redrafts or errors recorded on a case management system). Speed Speed is about minimising the time lag between a customer request and its fulfilment. This could be the time taken to reply to correspondence, or…