How do you measure performance? Is it via the task, activities and outputs your organization achieves? Think about the call center for instance. The number of calls answered, processed and dealt with. Wrong.
Performance should be measured directly by the Outcomes and Results that are achieved. Stop measuring success by number of calls dealt with in 180 seconds and instead ask yourself did we deliver a Successful Customer Outcome?
Look at the Key Performance Indicators. How many measure how much to those that measure what was achieved?
Performance should be measured directly by the Outcomes and Results that are achieved. Stop measuring success by number of calls dealt with in 180 seconds and instead ask yourself did we deliver a Successful Customer Outcome?
Look at the Key Performance Indicators. How many measure how much to those that measure what was achieved?
