Which is an example of results-based measurement and reporting?

Question

Options

• AMeasuring and reporting the number of hours worked by service desk staff
• BMeasuring and reporting the number of supplier-related interruptions to a service
• CMeasuring and reporting customer satisfaction with closed incidents
• DMeasuring and reporting the cost of providing a service to customers and users

• A
  4% (1)
• B
  7% (2)
• C
  86% (24)
• D
  4% (1)

Explanation

Results-based measurement focuses on outcomes and value delivered to the customer, rather than inputs, activities, or costs. Option C is correct because measuring customer satisfaction with closed incidents directly captures the outcome experienced by the customer - whether the service actually met their needs.

• A is wrong - hours worked is an input/activity metric; it tells you how much effort was expended, not whether that effort produced value.
• B is wrong - counting supplier-related interruptions is an operational/process metric tracking a cause of failure, not the result experienced by the customer.
• D is wrong - cost of providing a service is a financial/resource metric focused on the provider's perspective, not the customer's outcome.

Memory tip: Ask yourself "Does this metric tell us what the customer actually experienced?" - if it measures time, cost, or internal events instead of customer perception or business outcomes, it's not results-based.

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