5. And now we
are ready to establish the real Successful Customer Outcome (SCO) as a set of
statements of intent with SMART (Specific, Measurable, Attainable, Relevant
and Time-bound) objectives. There is no room for management weasel words such
as fast, efficient, effective, timely and the like. Here we get specific and
develop metrics that will tell us how well we are delivering the SCO. Having
identified the Statements of Intent and the associated measures we are ready
to summarize the complete SCO Map.
What is the one liner that describes this SCO?
What is the one liner that describes this SCO?
6. The one liner
may even sometimes be summarized as one word. Also we are now bordering on the
territory of Strategy as the articulation of the SCO Map should link directly
with the organization Mission and Vision. In mature Outside In organizations
the SCO Maps link with customer categories and we develop a clear line of sight
from every single task and activity right through to the organization
objectives. That line of sight is a tangible and objective linkage that
confirms everything we are doing is aligned with corporate goals and
objectives.
