Which evaluation focuses on whether the service outcomes aligned with organizational goals?

• A. Efficiency
• B. Responsiveness
• C. Effectiveness
• D. Utilization

Answer: (C)

Effectiveness focuses on the outcomes and whether they actually help the organization achieve its goals. In facilities management, this means asking if the service delivery produces results that align with strategic objectives, such as improving occupant comfort, safety, reliability, or cost reduction. If the outcomes meet the intended goals, the evaluation shows the service is effective.

Efficiency, by contrast, is about using resources wisely—getting the most output from inputs, not about whether the outcomes support organizational aims. Responsiveness centers on how quickly and helpfully services are provided in response to requests, not on whether the results align with goals. Utilization looks at how much of the available capacity or resources are being used, rather than the degree to which outcomes support strategic objectives.