Category: Balanced Metrics

Balanced Metrics

Uncertainty Is Not An Excuse

In this perfect storm, executives are challenged to follow a clear strategic path: should they continue to contain cost at the expense of new products? Should they pivot to address new demand, without knowing if it will evaporate when things return to normal? How can they move in-person customer service excellence online?

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Balanced Metrics

When It comes to Metrics, Less is More

“In a crisis, metrics suddenly become a rare and precious commodity. Under pressure and faced with greater uncertainty, executives need data to manage risk; without the right metrics, they are forced to make decisions based on incomplete information.”

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Balanced Metrics

How Best Practices Make You Worse Off

Market discipline starts at the top: the leadership team must define the mission (why do customers buy from us versus the competition), vision (what needs to be done to deliver the value proposition), and strategic intent of the organization. Only then can processes, infrastructure, and assets be aligned.

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Performance Metrics
Balanced Metrics

Performance metrics: Are you measuring what matters?

A set of well-chosen metrics allows employees to understand exactly how their activities are going to be tracked and how their output will be aggregated into successful execution. In other words, good metrics will foster the right behaviors to execute. Depending on your strategic intent, these behaviors may lead your organization to innovate (by fostering collaboration), to reduce costs (by systematically rooting out inefficient processes) or to deliver outstanding service (by measuring client satisfaction for example).

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