Archive for the ‘Meaningful Performance Measures’ Category

IN THIS EPISODE:

Article: Are Your Goals Measure-Worthy?
Q&A: How do you measure services that are not necessarily quantitative?
Quick Tip: Practice using sensory-rich language.

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Mike and Greg are clients of mine. They are geological engineers who work on what you would essentially call “discovery”. Their job is to find profitable new sites for their company.

It’s a lot like innovation or invention or complex problem solving, where you just can’t guarantee the outcome, or even if there will be an outcome at all.

People who work in such jobs are understandably touchy about their work performance being measured. They have far less control over the outcomes of their work than do people who manufacture Barbie and Ken dolls, or who train new recruit police officers, or who handle IT help desk enquiries.

Does this mean that they should stay KPI-free, that measuring the performance of their work is a futile effort? I don’t think so. I think that measuring unpredictable work is an absolute must.

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IN THIS EPISODE:

Feature: What To Do When They Say “Our Work Is Too Unpredictable To Measure”
Q&A: How do you measure innovation?
Quick Tip: Process mapping to the rescue.

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IN THIS EPISODE:

Feature: One Thing That Matters More Than Finding the Perfect KPI.
Q&A: How do you know when you have the right/wrong KPIs?
Quick Tip: Results before measures.

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IN THIS EPISODE:

Article: 7 KPI New Year’s Resolutions
Q&A: How do you convince busy managers that they should spend time developing the right measures?
Quick Tip: Start with a Pilot Project to build momentum and engagement.

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IN THIS EPISODE:

Article: 5 KPIs for Christmas?
Q&A: How to handle KPI’s that you believe are great but you’re not sure you’ll be able to measure efficiently.
Quick Tip: What to do BEFORE you decide something isn’t cost-effective to measure.

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IN THIS EPISODE:

Article: 5 Steps to Simple and Actionable Customer Surveys
Q&A: How to measure customer satisfaction WITHOUT using surveys
Quick Tip: 4 questions to include on the most concise customer survey questionnaire you’ll probably ever see.

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The frighteningly vast majority of performance reports and dashboards are filled with graphs that fail to communicate the real signals our performance measures and KPIs are desperate to show us.
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IN THIS EPISODE:

Introduction: The motivation and purpose of this Measure Up podcast.
Article: Do Universally Perfect KPIs Exist?
Q&A: How to use KPI’s for performance improvement not traditional training KPI’s
Quick Tip: Where KPIs or performance measures fit into your strategic or operational plans.

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Most of us know we need feedback from customers in order to make service delivery and product design more in line with customer needs and expectations. But too often, our customer surveys fail to get truly focused and actionable data. Here is a simple approach that gives you punchy customer feedback, without overloading the customer with a thousand and one questions.
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