A practical session during which we will consider a range of measures that we would expect a DLO to put in place to enable them to demonstrate that they are providing a high quality, value for money service. This would include looking at procedures and systems to assist management to be effective in organising and managing service delivery and monitoring and reporting on efficiency, effectiveness, economy and satisfaction. We look at what tools can be employed to establish a baseline position from which to measure improvements year on year as well as comparing their performance with others.