#2 Measurements - Service Metrics - Challenges faced and deriving of structure

Hello Servicers ,

It's raining in Mumbai like never before and here I am - still stuck in your love :)

Continuing from previous discussions on 'defining measures', it is also a necessity to establish 'metric','method' and 'target' respectively.

Today we shall be developing metrics.Let's begin with few challenges and situations which we encounter in servicing entities of today.

1.CEO Syndrome - 

Imagine a CEO visit and a routine interaction on addressing few 'priorities' or 'highs and lows'
Suddenly,everyone and believe me every single one in the organisation will establish those areas as their priorities to perform on.
Poor CEO's - they were just doing their job:)

• If it were around Costs - Org wide it will sound , feel and smell like - Cost ! Cost! Cost!
• and God forbid if it is Customer - They shall forget their deity and Customer will be the only lord to be worshiped thereafter against all odds :)
• Another favorite is Quality - If they don't have 'one' as an issue - will create the means of establishing errors and showing the improvement in Quality. "After all - CEO Focus :)"

Don't kill me for it to be sounding so cynical , remember I have always been one of you :)

2. Leadership Change -

It is very common practice across companies on experimenting with new leaders in top management (Ahhh! we are bored,let's find a new fame).Every leader comes with a new flavor of the market and everything else existed before becomes too conventional or obsolete!

I can feel your tears :)

3. It's not my 'Job' -

Such a regular practice when people operate on services.Very curios to ask something - when any of our family member come to seek help, do we often react saying "I am not concerned , go elsewhere" - may be not ! and of-course least we provide a chance to them to be heard and then express,if any.

But not with office colleagues-"Why would we even care ,when come to office for earning 'salary':)"

Organisation hires thinking that you will be of - help ,support and skill to deliver and never knew will operate only for salary !

So, how do we deal with above situations ?- Too simple - keep focus on the right thing to do ! 

• What we wish to do ? - Define Metrics
• Where to define Metrics ? - Basis framework which we established in previous edition (pl refer to my previous blog - https://www.simpleservicesutras.com/2019/07/measuring-service-how-to-establish.html (Service ,Organisation, Product, Customer, Money, People)

Simple Service Sutra - 3

Define metric "not only for 'Success' but also for 'Adverse' "to keep mitigating for continual improvement.

Let us take one segment of 'Customer' as an example to proceed and define :
Measure of success - Primary Metric
Counter Measure - Adverse Metric

Now , our previous framework will progress to something like below matrix and accordingly can be built for other segments -

Note: While building if there are metrics which are appearing more than once across different service attributes is perfectly fine and help build interrelationships and interdependence at later analytics stage e.g. Customer Satisfaction can be part of 'Customer' as well as 'Organisation' segment - as it appears as 'success measure' of one and 'counter measure' of another.

Don't you think, it is enough for today - Even I thought so :).
Stay tuned!!! and we shall be crafting targets in the upcoming edition. Hope above helped on structured process for deriving relevant metrics.

When we establish our own company, shop or business then do we look upto others to define our success boundaries? If the answer is 'not NO' then it's an invention - rush and patent the wise cause :) We do not depend on others to define it for our own, then why do we treat our organisation any different ?

" Win Win - treat organisation as 'your owned' while defining measures, it simplifies your success as well as the company's"- Food for progressive thinking until we meet next!

Cheers!

Sunanda