OEI focuses on organizational processes and outcomes rather than behaviors. It seeks to identify structural features, processes, practices, and outcomes that affect service quality and productivity. Outcomes assessed include quality of service, teamwork and coordination, employee attitudes, and internal motivation. A number of key actions described as "levers for change" address possible deficiencies in such areas as culture and mission, quality of communication, human resource management, appraisal and reinforcement, and supervisory or leadership influence. The survey forms are scored by the provider, Human Synergistics, and results are provided along with historical averages and benchmarks from other organizations