Create alignment and effective execution.

Measurement is a fundamental component of every initiative—not a disconnected add-on. This allows you to demonstrate accountability and fine-tune spending based on measurement that spans organizational silos and focuses on relevant business goals.

We help our clients build a robust set of tactical and strategic metrics that express critical dimensions of current and historical performance and provide leading indicators of future performance. In this way, our clients are better able to monitor, evaluate and inform ongoing refinements of agreed initiatives.

To ensure broad and balanced feedback loops for assessing and improving results of a portfolio agreed initiatives we evaluate four core measurement areas:

Customers

Measurements include performance gap analysis for customer portfolios and/or customer segments. This area also includes price/value perceptions, customer turnover rates, share of wallet measurements, customer perceived quality levels, and competitive benchmarking.

Innovation

Here, we measure revenues generated from new products, services, or markets. We will also monitor progress of studies, experiments, and pilots underway.

Competencies and Capabilities

This group includes process accuracy and effectiveness, cycle times, project measures, reliability, on-time-performance, cost effectiveness, rework, error rates, knowledge and skill levels and productivity levels.

Financials

These traditional and historical measures might include profitability, cash flow, return-on-investment, sales levels, and/or shareholder value.

Across these four core measurement areas, many measurements and supporting sub-measures are possible. A complex approach makes sense for some highly disciplined and measurement-experienced organizations. But the overarching goal in developing measurement and feedback loops should always be simplicity. Our objective is to identify the vital few measures within each area that have the biggest impact on performance and capture the organization’s commitment.