Skip to main content

forget about the worker


Can you really measure performance?  I think it is possible to measure performance, but stop thinking about the individual. Instead performance should be derived from the experience that you are delivering to your clients. Hey now, stop the presses, you mean that performance is not a smile sheet with a bunch of ratings on it that you fill out once a year so a person may receive their bonus? Certainly feel free to stick with that pencil whipping process that doesn't seem to achieve anything except; "congratulations on your "acceptable" performance this year, great job".  So what is it that makes this set of conditions so complex? It falls squarely on our ability to measure customer experience and our delivery of services in an objective and tangible manner.



Talk about a heavy lift, we need to first listen to our clients and understand what really makes them excited, then we need to devise measurement environments which will allow us to quantify that experience, and finally, as if that is not enough, we need to compel our workers to deliver that type of experience. WOW, no wonder those smile sheets have been so popular for so long. This process takes a sincere commitment and exploration of what really delights our clients. Putting ourselves in our clients (internal and external) shoes is the only way that we can clearly achieve these results. Some service organizations have gone as far as hiring individuals from the industries in which they serve to give them inside perspective. Unfortunately no silver bullet exists here, instead just roll your sleeves up and sincerely listen. The solutions and points of measurement will come out of that discovery process.



When you and your team find those one or two items, which are relevant across your client base, you will be amazed at how obvious and straightforward these objectives are to obtain. Involving your clients and your employees in this endeavor will guarantee enlightenment and elevate the perception your clients have in the experience you deliver.



-----

Next post:  modern day quilt-makers

Questions?  feel free to leave replies or direct message me

See all of the "last mile worker" posts here:  http://lastmileworker.com

-----
Labels:

Comments

Post a Comment

Popular posts from this blog

In$pired

As the steam from Avid Andy's coffee fogged his glasses on this crisp January morning, he reflected on last year and thought enthusiastically about the year ahead.   Sometimes the noise of business is deafening, we rarely take the time to contemplate our moves, instead are often thrown one direction or another.   Hey, face it, if you are reading posts to gain perspective you fall in the group of folks who pride themselves as obsequious hoop-jumpers.   We live to help others and expect that all of those around us feel the same way.   I just love Influential Irene.   Okay, it is out in the open, she is an inspiration for me and so many others.   Irene reminds folks every year, without fail, these three statements which she fondly refers to as "the punchline" (although this is no joke).   Businesses, of any size, will be successful if they remember that it is people that make a company.   Put this advice into practice, today: Sincerity |...
Post a Comment
Read more

expert at everything...not a problem

Well... I would say sometimes there certainly is a perceived notion that one person is an expert at everything. For the worker "everything" may be defined as the specific area in which you were hired or are constantly scheduled. Our opinions are frequently influenced off of past experience, or information we've received from their coworkers. Unfortunately this only gives us partial insight to that workers expertise and often is limited to their most recent history. Narrowly focused accounting is made of the skills that this individual possess. Come on, can't we figure out a way to leverage all of the skills of a particular worker? One of the challenges has always been that relationship between the activities which need to be accomplished and the myriad skills of individuals within your workforce. In addition, even if you could inventory and get a pretty good handle on the skill sets, they are constantly changing (with any luck) and thus the ineffective process of ...
Post a Comment
Read more

Single Point of Entry

Cloud platforms, with all of their interconnected tools and functions, are perceived by some as overwhelming.  Sure change is hard, yet it meets considerable resistance when the worker must deal with too many factors, such as: their anxiety related to computing having too many choices Both of these, along with many others not mentioned, make it too easy to revert back to comfortable habits.  This is the reason that so many organizations stop at email and file management on their transformation journey.  One solution to be considered is allowing the workers to get comfortable with a single point of entry (SPoE).  That is a single application that can serve as the launching pad for all digital tools.   A well executed SPoE provides value for the office and remote workers alike.  Imagine that you had just one business application, a single place that you would travel to and jump in to meaningful digital tools.  Sound familiar?  Sure, f...
Post a Comment
Read more