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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.



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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

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