| You can:
- Avoid costly blind alleys and
- Implement Metrics That Motivate that will work for
your organization, your people, and your customers.
Enjoy these benefits from a quick 3-Phase Implementation
Even people who might resist metrics will
Consider how the following three
stages can speed your finding and implementing the right
- Be open and eager about working with the right
metrics and Scoreboards for Success.
- Trim activities that do not contribute to customers.
- Increase innovation and teamwork.
PHASE #1: Up-front Focus Interviews—To
support the implementation
What does this look like?
These interviews of 15 to 20 minutes with each leader
in your group help us discover:
- Hesitations or concerns about measurements,
Scoreboards for Success, or Metrics That Motivate.
- Best practices and success stories we can affirm
- How much can be structured into the 30-day Implementation
- How to customize the 1-Day Kick-Off Experience.
Talking with each of your leaders at his or her work
site gives valuable information about possibilities
for Preventing Problems in addition to Fixing the Process
and Not the Person.
Focus Interviews saved $96,000 in tuition
The Focus Interviews can also identify opportunities
for training without getting people into a training
room. Here’s a classic example of how the Focus
Consulting saved $96,000. Here’s how.
During these interviews we discovered that the VP of
a large corporation didn’t need to train 200 facilities
people in a 2-day session on having a customer orientation.
What preceded the call for training everyone was yet
another irritated line manager telling him how a plumber
had responded with, “Keep your shirt on. What’s
the rush? We all work for the same company.” In
addition, line departments were talking about outsourcing.
The Focus Interviews revealed that all the VP of the
staff function needed in order to develop a customer
orientation was to change the name of one form that
was announced over the public address system. The change
was simple and powerful. For years people had heard
repeated over the intercom dozens of times a day: “Work
Order Number” so and so. Yet many of these people
were not enthused about “work” and many
bristled to hear “order.” With the change,
now people heard over the intercom dozens of times a
day, “Customer Request Number” so and so..
Within three months, people who had claimed, “I
don’t have customers. We all work for the same
company!” started talking about their “customers.”
Focus Interviews can get results several ways.
PHASE #2: The 1-Day Kick-Off
Experience--To start the implementation
What will it look like?
PHASE # 3: The 30-Day Implementation
- Since one of the seven findings in research
funded by E.I.DuPont on how to build Sustained Improvements
in Performance, is Having Form and Content Match, that
is our style. Having people actively experiencing the
tools and using the tools not only increased Sustained
Improvement in Performance reported six weeks later,
it and other findings shortened the session from two
days to one day.
- The 1-day experience models the MTM tools it
presents. For example, one tool is Favor Team Measurements.
So during the 1-day, they work in teams most of the
- People walk into the room and see flip charts
on the wall with blanks for team names, different challenges,
and blanks for scores.
- Within the first few minutes, they count off
and get into new teams, give themselves a name and tackle
an assignment as a team. Then they report to the group.
- Participants progressively discuss and use more
MTM Tools and get feedback on how well they are doing.
Why is this centerpiece so important?
What will the 30-Day Implementation boost look
- Problem: Many people buy books and tapes and go
to seminars yet when they get back to work, the press
of day-to-day demands takes over. Rather than having
self development, the input gathers dust and becomes
- Solution: Work with an emphasis on implementation
and then support that emphasis.
Participating leaders will have an opportunity to implement
the MTM tools and to report their results using a quick
report that is published for all participants. This
half-page report contains a 3-part summary in the O.A.R.
O = Opportunity, problem, goal, or challenge.
What helps motivate people to want to have results in
the report comes from publishing the information for
other participants to see. When someone has his or her
name on it, they automatically want to have good results.
At this point the results do not have to be large, because
the biggest gain is from having everyone implement some
MTM tools and have a favorable experiences as a result
A = Actions taken and MTM tools used.
R = Results.
See a Scoreboard Success
Story: Helping Super Techies Talk with Customers