![]() It is measured by comparing achieved productivity with a desired norm, target, or standard. Thus, staff and work processes affect the productivity of an operation.Ġ4. Staff and work processes, among other factors, determine the rate at which resources are consumed in producing goods or services. Such standards may influence quality as well as the cost of service.Ġ3. Level-of-service standards are sometimes defined by statute, regulations, or policies. Level of service refers to the "richness" of service in terms of such characteristics as accessibility, options, frequency, and response time. ![]() Productivity is expressed in the form of a ratio such as cost or time per unit of output. Productivity is the ratio of the amount of acceptable goods and services produced (outputs) to the amount of resources (inputs) used to produce them.Quality refers to various attributes and characteristics of outputs such as reliability, accuracy, timeliness, service courtesy, safety, and comfort.For example, number of passports issued, number of income tax returns processed, number of applicants selected as immigrants, and area of facilities maintained. Quantity refers to the amount, volume, or number of outputs produced.Outputs are defined in terms of quantity and quality and are delivered within parameters relating to level of service (see Figure 1). Outputs are goods and services produced to meet client needs.Inputs are resources (e.g., human, financial, equipment, materiel, facilities, information, energy and land) used to produce outputs.To understand fully the meaning of "efficiency", it is necessary to understand the following terms: inputs, outputs (including quantity and quality), productivity, and level of service. Thus, it focuses on resources (inputs), goods and services (outputs), and the rate (productivity) at which inputs are used to produce or deliver the outputs. In essence, efficiency indicates how well an organization uses its resources to produce goods and services.
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