4.
Moments of Truth, metrics and dashboards
Consider a dashboard of MOT’s across the
organization. Ownership can be assigned to each and every MOT and they can be
actively managed to progressively improve the process. For any process that
deserves to exist there is an optimum number of MOT’s to achieve a Successful
Customer Outcome (SCO). What would be
the theoretical optimum? One MOT. It is however rare to find that animal, so at
a pragmatic level what should be the optimum?
A direct relationship exists between the
technology that supports a process, the peoples skill and competence and the
clear objective articulation of an SCO. Lower levels of organization maturity
(technology, people, process) result in higher numbers of MOT’s. This in turn
creates higher costs, poorer service and less than optimal performance.
On a scale of 1-10 (1 bad, 10 good) how
developed and supportive is the technology, people skills and SCO development?
