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When I started in the business, audits and reinspections were the only way of gauging the effectiveness of staff or direct repair appraisals. My boss at the time likened it to trying to drive a car down the road by looking in the rear view mirror. A lot has changed in the gathering and use of electronic data. We can manage and alter appraisals before they have been paid through electronic audit or before an appraisal is committed, but we still need to manage the performance on an aggregated scale through meaningful key performance indicators (KPIs) or metrics. While this smacks of driving through the rear view mirror; we can also benchmark performance of an entire team and establish the value in real dollars of improving performance.

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