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© 2025 James Hardie – Course Correction Consulting Ltd. The EASE Framework™ is a proprietary model developed by James Hardie to support the creation of psychologically safe, empowered, and strategically aligned teams. All rights reserved.
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Output vs OutcomeYou can control what you produce, the cake. You can only predict what people feel, the joy of the birthday moment. We measure the first. We earn the second.
It’s easy to confuse the two, but the distinction matters for how organisations measure success and create value.
Outputs are the things you produce or deliver. They’re within your control — the tangible results of your team’s work. In a bakery, it’s the cake that comes out of the oven: recipe followed, icing neat, candles ready.
Outcomes are the effects or changes that happen because of those outputs. They’re what your customers experience — the happiness, convenience, or success that results. In our cake example, it’s the joy of a birthday moment, the laughter, the shared memory.
In business, we often track outputs (projects completed, products shipped, training hours delivered) because they’re easier to measure. But true value lies in outcomes — improved customer satisfaction, higher trust, or lasting impact.
You can control your outputs, but you can only predict and influence your outcomes. The more you understand your customers, the better your chances of creating outcomes that matter to them.
In short:
“When we are fully engaged in something, we are more likely to experience a sense of meaning and purpose in our lives.” - Csikszentmihalyi and Csikszentmihalyi