Mission statements should be oriented toward outcomes.

• A. Not applicable
• B. Neutral
• C. True
• D. False

Answer: (C)

The essential idea here is that a mission statement guides what the organization aims to achieve for customers and stakeholders, not just what it does. When it’s oriented toward outcomes, it describes the impact, value, or change the organization intends to deliver. This focus on results helps align strategy, priorities, and metrics with meaningful success—for example, improving service quality, boosting customer satisfaction, or reducing incident resolution times. That kind of outcome-oriented statement provides a clear direction for decision-making and accountability, which is why this stance is correct. Statements that imply no focus on outcomes, that are neutral, or that claim it shouldn’t matter would fail to give the organization a practical yardstick for success.