From the course: Driving Measurable, Sustainable Change
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Developing the right metrics to drive sustainable change
From the course: Driving Measurable, Sustainable Change
Developing the right metrics to drive sustainable change
- Let me ask you, how often have you waited in long lines? Probably a lot. And it gets especially annoying when you look ahead and see employees loitering around not manning available machines, and totally ignoring the ever-growing line. TSA, airlines, banks, grocery stores, DMVs, it's an epidemic. But what would change this type of mindset and behavior? I would bet that if these employees were evaluated on customer wait times, or number of customers waiting in line, those groups of chatting employees would disappear, and so would those long lines, all because the right metric is holding them accountable and is holding them accountable in their routine, day-to-day work. Instead of a weekly or monthly report on customer wait times, which is what most companies do anyway, it's silly. You need to have real-time, in-the-moment metrics. It could be as simple as a visual indicator, like a line on the floor where if the…
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