Response times and other measures of service quality are only indirectly related to effectiveness, but are typically included among effectiveness measures. Productivity measures combine the dimensions of efficiency and effectiveness in a single indicator. Sponsors may use outcome measures in their decisions as to whether to continue a program and whether funding levels should be increased or decreased. Program personnel may be rewarded according to program outcomes. Clients, present and future, may benefit from services.
Outcomes are numbers suffused with political meaning.
Accordingly, every precaution needs to be taken to guard for their integrity and authenticity. More so than with respect to other kinds of measures, it is important to reduce the possibility of bias and to ensure that the measures are as reliable as social science measures can be. In addition, locate the collection of observations as far as possible out of the direct control of those directly affected by the outcome measures. Audit data entry collection procedures to ensure authenticity and accuracy of data. Client satisfaction measures can be useful for program managers because they provide critical feedback with which to fine-tune the program.