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Author –
CustomeCustome
© 2008 ClearAction. All rights reserved.
LeveragingLeveraging ading Indicators
Lynn Hunsakery
Metrics You Can Manage For Success
er Experience Improvement Strategister Experience Improvement Strategist
www.ClearAction.biz
Which Key Performance
MPH
$/G l$/Gal
MPG
© 2008 ClearAction. All rights reserved.
MPG
e Indicators to Monitor?
Objective: Minimize Costs
Most Objectives
Most Visible Layerof Limited Use
Many Layers
© 2008 ClearAction. All rights reserved.
Are Like Onions
s Inside
I L R tInner Layers = Rootsfor New Growth!
Example: 'Peel
F
Process Drivers:Team's
Measures
Root Causes:Leading
Measures
OutdatedSupply List
Frequency:Supply ListDistribution
OrderedWrong Part
Lack ofTraining
Delegated
gg
DelegatedCodingAllowed by
Procedures
3) Why?Root Out Problem
© 2008 ClearAction. All rights reserved.
ling The Onion'
Quality Results:Manager's Measures
Wrong Item Code
Market Results:Customer's Measures
Measures
OrderAccuracy
Measures
MissingItem Code
1) Why?
2) Why?
Root Causes
Machines Management
OMPHHybridHybrid
AccelerationSpark Plugs
Fuel BoostDeceleration
MethodsMaterials
© 2008 ClearAction. All rights reserved.
of Symptoms
Environment
Oil Change
Symptom: MPG
Tire Pressure
MPGDistractions
Manpower
Hierarchy of Leading
CLagging
Indicators
FinancialCustomer
Why
CustomerTeam
LeadingProcInp
What
LeadingIndicators
Resources SkilHow
What
Resources SkilHow
© 2008 ClearAction. All rights reserved.
g Indicator Dashboard
ProcessConsequences
ProcessO t tOutputs
cessuts
ProcessControlPoints
ls Stake-
Points
Culturels Stake-holders
Culture
GExample: Leading I
LaggingIndicators
w/MP
Why$/Gal
Wh
LeadingIndicators
MPH RatCity Hi-way Accel D
R SkilH
What
Resources SkilHowMaintenance $Time for appts.
Do-it-yoDriver ex
© 2008 ClearAction. All rights reserved.
Gal/$Indicator Dashboard
PG mgt
MPG
tes Tires OilDecel Heat Cold New Filter
l St k C ltls Stake-holders
Cultureourselfxpertise Other drivers
P
No-rush attitudeAttentiveness
Passengers
Cascading Objectives
Initiative Goal6. Near-End Metrics
N E d G lNear-End Goal
1. CascadingFocus
5.
Focus
2. CascadingFocus
© 2008 ClearAction. All rights reserved.
s Worksheet: Initiative
Interim Metrics
4. Initial MetricsInterim Goal
3 Cascading
Initial Goal
3. CascadingFocus
Cascading Objectives WCorporate Goal
6. Division Metrics
Di i i G lDivision Goal
1. CascadingFocus
5. De
Focus
D
2. CascadingFocus
© 2008 ClearAction. All rights reserved.
Worksheet: Organization
epartment Metrics
4 Team Metricsepartment Goal
4. Team Metrics
3 Cascading
Team Goal
3. CascadingFocus
Total Compa
Tracking Indicators inp
BA
BBU #1Org A BUs
BU #1 BOrg B BUs
BU #1Org C BUs B
© 2008 ClearAction. All rights reserved.
any
n a Large Organizationy
C D E
BU #2 BU #3 BU #4
BU #4BU #3BU #2
BU #2 BU #3 BU #4
Typical Score
Finances Customer People
• Revenue• Profit• Gross Margin• EPS
• Satisfaction• Promoters• Lifetime Value• Turnover
• Satisfaction• Retention• Turnover• Training• EPS
• Stock Price• ROI• PaybackNPV
• Turnover• Conversions• Share of Wallet
• Training• Succession
• NPV
© 2008 ClearAction. All rights reserved.
ecard Metrics
Operations Competitors Steward-ship
• Productivity• Efficiency• Inventory• Delivery Time
• Market Share• Win-Loss• Relative
Quality
• Environmental• Safety• Philanthropy• Association• Delivery Time
• Cycle TimeQuality
• Relative IP• AssociationInvolvement
Balanced SFinances Customer Pe
ExternalMetrics
ProcessProcessConsequences
ProcessProcessOutcomes
ProcessInputs &
Control Points
ProcessLevers
© 2008 ClearAction. All rights reserved.
Scorecardople Operations Competitors Stewardship
Nurture Leading IndicCustomer-Focused Problem Statement:
Root Cause Statement:
Root Cause Goal:
Goal Owner:
Action Plan Action Owner 1) )
2)
3)
4)
5)
© 2008 ClearAction. All rights reserved.
Root Cause Metric: ____________________
cators: Tashiro Chart
Action Deadline Goal Impact
Summary: Connected,
Big PMeas
ActioMeas
PredMeas
Lagging
GasolineExpenses Measure
TrendsVerifyImpact
Miles perGallon
CarMaintenance
LaggingLeading
CreateAction Plans
© 2008 ClearAction. All rights reserved.
LaggingLeading
Actionable, Predictive
Picturesures
onablesures
dictivesures
Lagging
Customer'sExperience Measure
via SurveyClosed Loop
Communication
SatisfactionRatings
On-TimeDelivery
LaggingLeading
CreateAction Plans
LaggingLeading
Tips for Leadi
CApplications: SetUp
FROI
Productivityy
Quality
Customer FocusL2-Way
Customer Focus
Product
Price
FC
Price
PromotionAValue
DistributionPL
© 2008 ClearAction. All rights reserved.
L
ing Indicators
Connect to big pictureIdentify root causesIdentify root causesFocus on inputs & in-process
Levers: resources, skills, cultureFocus management supportClose loop to re-set perceptions
Actionable – you control ityPredictive – early warningsLeverage – clout, resourcesLeverage clout, resources
Lynn Hunsaker – Custom
ClearAction Executive Mentoring: Clearly see what’s needed
Take your customer advocacy to the next leve
to take immediate action
- Prevent issues systemically
- Align effort with lifetime value
- Embrace negative feedback
- Innovate customers' full experience
© 2008 ClearAction. All rights reserved.
Significant gains in revenue
mer Experience Strategist
ClearAction Change Management:Clear the way
l:
Clear the way for organization-wide action
Auxiliary customer experience enablers:y p
- Team recognition strategies
- Leading indicator dashboards
M k ti kill & ti l ffi i i- Marketing skills & operational efficiencies
- Interaction bridges
& profit simultaneously
Testim
“Lynn has taught us things that wShe has increased our efficiencyShe has increased our efficiencyI highly recommend her as a bus
“Lynn’s assistance was helpfulI look forward to working togethe
“Lynn is a superb strategist, diagShe is the most knowledgeable pin intertwining voice of the custo
© 2008 ClearAction. All rights reserved.
monials
would not readily cross our mindsy & accuracy in many areasy & accuracy in many areassiness consultant”
er in future”
nostician, facilitator & team playerprofessional I know mer and marketing operations”
Tools & GOn-Demand Training Podcasts
Building Customer Relationships – hear sample:www.clearaction.biz/podcast.html
Upcoming eBook: “Experience Innovation”Feb’09 – more information at:
www.clearaction.biz/experience-innovation.htm
eBook – Templates, Worksheet, Tips!20% Discount Code: slideshare
www clearaction biz/metricsbook htmlwww.clearaction.biz/metricsbook.html
GuidanceCustomer Experience Optimization –
Delivering Your Brand Promise -- subscribe:www.clearaction.biz/blog
ml
Free 1-Hour Consultation:CEM on a Shoestring Budget:
www.clearaction.biz/customer-experience-econ.html
Lynn HunsakerLynn Hunsaker
408-687-9700
L @Cl A ti [email protected]