Bertrand Duperrin's Library tagged aggravation → View Popular, Search in Google

Jan

2012

9 Magic Metrics Your Organization Needs to Adopt

"It's rare a singular metric like turnover or a customer survey score is by itself a good measure of an organization's performance. Most of the more meaningful measures on dashboards of executives today are indices, made up of three to five submeasures. I review the nine most useful and creative performance measures I have seen in government and business organizations over the last few years."

businessfinancemag.com/...-organization-needs-adopt-0602

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intangiblesmanagement intangible intangibleassets intangiblecapital metrics communication effectiveness customerrelationship satisfaction employeesatisfaction distraction trust aggravation suppliers partners projectmanagement intellectualcapital

Communication Effectiveness -- An important metric for organizations is one that measures how well they communicate to employees, suppliers, shareholders and others
Customer Relationships -- Customer surveys are rarely effective in measuring the level of relationship an organization has with its clients or customers.
8 more annotation(s)...
- Employee Satisfaction -- Most clients in government and business have developed an Employee Satisfaction Index made up of a variety of measures such as casual absenteeism, complaints/grievances, voluntary turnover, employee focus groups, overtime and employee survey data
- Distraction Index --
- Employees in several firms I've worked with found they spent less than a third of their time doing their jobs
- Trust Index
- Aggravation Index -- A number of leading organizations have daily measures to track how much they aggravate their customers or how difficult it is to do business with their firm.
- Supplier/Partner Index --
- Project Management Index -- Measuring recurring work like processing transactions or manufacturing parts is different than measuring projects where each one is somewhat different
- ntellectual Capital -- Everyone agrees that intellectual capital or competencies are important to measure, but I have rarely seen good metrics in this area.