Beyond counts and time metrics, which indicators should a supervisor use to gauge unit performance?

• A. Only the number of tasks completed per shift.
• B. Quality indicators, customer/employee satisfaction, incident outcomes, and compliance with policy.
• C. The amount of overtime used by staff.
• D. A subjective impression of team morale.

Answer: (B)

Measuring unit performance requires a balanced view that goes beyond how many tasks are completed or how quickly they’re done. Quality indicators confirm work meets standards and reduces defects. Customer and employee satisfaction show how well the unit serves people and supports staff, linking to service quality and morale. Incident outcomes reveal safety, risk, and the consequences of errors, guiding prevention and improvement. Compliance with policy demonstrates adherence to rules and consistency in operations. Together, these measures provide a complete picture of performance—not just output, but value, safety, and sustainability. Relying only on task counts misses quality and impact; overtime alone can mask staffing or workload issues; and a subjective sense of morale is unreliable. This combination gives the clearest, actionable view of how the unit is really performing.