Measurable Improvement

Using VoC for Improvement & Growth

Using the Voice of the Customer for Improvement and Growth “The customer satisfaction survey results are in. Now what?” This should be a red flag if you hear this in your company. Collecting data from customers without effective analysis and a purpose in mind is just listening for the sake of listening, rather than listening…

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Cascading Objectives, Not Metrics

ABSTRACT Based on the mantra that ‘you get what you measure’, managers have long sought to identify the right metrics to track the performance of departments and individual employees.  Since most businesses are ultimately responsible to shareholders, there have been attempts over the years to introduce metrics based on economic profit or other high level…

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