The NYRO also revised its performance management and incentive systems to make sure that organizational outcomes become the basis for performance ratings and rewards. The NYRO realizes that any information and measurement system will have to consider the needs of all of its stakeholders. The old information and measurement systems used the measures of timeliness, quality, and productivity, and viewed the VBA Central Office, OMB, and GAO as stakeholders. Their needs had to be considered in any measurement system the office developed. Speed Accuracy Customer Satisfaction Cost Employee Development Speed .
Speed is measured as the length of time it takes to complete specific products or work units.
Accuracy looks at performance measured against VBA's internal specifications. Customer Satisfaction . Customer Satisfaction is assessed using a monthly customer satisfaction survey that measures customer perceptions of reliability, competence, and communication. Employee Development . Employee Development is assessed using measures from such sources as climate surveys of team effectiveness and skill inventories.