From the course: Driving Measurable, Sustainable Change
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Ensuring customer focus in metrics when implementing change
From the course: Driving Measurable, Sustainable Change
Ensuring customer focus in metrics when implementing change
- When changes are made, you want to make sure that customers are not forgotten. As you use metrics to measure and evaluate employee performance, make sure they drive behaviors that are conducive to making your customers happy. Or at the very least, not unhappy. For example, if you are in HR and in charge of recruiting and onboarding, then your customers are the hiring managers from various departments in the company. To motivate your team to meet the needs and expectations of hiring managers, review the metrics you use to ensure customer focus. But wait. How do you determine that the metrics used in your department are indeed customer-focused? Here are five simple steps. The first step is to identify customers for each major process handled by your department. Customers can be external or internal customers, people within the same company. The second step is to determine customer needs by capturing the voice of the…
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