Following completion of this chapter, students should be able to:

1. Collect, compare, and analyze performance data from a variety of collection systems agencies to evaluate changes in performance and determine averages and trends.
2. Prepare objectives and data collection procedures for a collection system performance survey.
3. Identify and explain the factors and causes that influence changes in collection system performance.
4. Describe the characteristics and essential elements of a high-performing collection system agency.

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