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Many performance measurement programs help organizations discover how well a service is being provided, but they do not always inform the organization's stakeholders about what results are desired. Organizations also face difficulties in figuring out what process to use for achieving the desired outcome. The Albuquerque Bernalillo County Water Utility Authority (ABCWUA) uses a logic model to evaluate its operations and service delivery levels, determining if its performance measures are leading to the correct results.
Two fundamental questions a performance measurement system needs to address are "How well is the service provided?" and "What is the result of the ...