How To Measure What Really
Matters To The Customer
Are you measuring your operational people and processes?
If not, then how do you know if you're doing well, or how to improve?
If you are, then great. Clear measurements allow you to identify gaps in your service delivery, opportunities for delivering faster and better and new ways to enhance your value offering.
But how do you know that you're measuring the right things?
The UK justice system is obsessed with backlogs. Civil trials need to be listed in court within 30 weeks.
Core performance is measured on meeting that deadline.
Routinely, cases are added to court lists when there is no judge available to hear them, with zero chance of any progress being made.
But they earn a big fat green tick against the key metric. Cases are listed on time. The fact that they are not heard, is unfortunate to say the least.
And you've guessed it - there are no metrics for when these proceedings must be concluded.
They now drop out of sight and out of mind.
Nobody recognises this as a critical failure point. Nothing improves.
"What gets measured gets managed - even when it's pointless to measure and manage it, and even if it harms the purpose of the organisation to do so."
Simon Caulkin
The 'right' metrics are those that are truly felt by, and matter, to your end customer - whether that's someone internal or external to your organisation.
Whether or not you choose to measure your processes through their eyes, it is 100% how they will measure you, talk about you and (if they have a choice), make the decision to continue being your customer...or not.
If they don't care about what you're measuring then neither should you.
If you're ready to build a rock-solid operational foundation, with the people, processes and performance excellence to scale your business...then let's talk.