Tired of trouble and resistance when implementing metrics?
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 Resource.

Even people who might resist metrics will

  • 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.
Consider how the following three stages can speed your finding and implementing the right metrics.

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 and celebrate.
  • How much can be structured into the 30-day Implementation boost.
  • 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 and time.
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?

  • 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 time.
  • 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.
PHASE # 3: The 30-Day Implementation emphasis
Why is this centerpiece so important?
  • 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 “shelf-development.”
  • Solution: Work with an emphasis on implementation and then support that emphasis.
What will the 30-Day Implementation boost look like?
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. format.
    O = Opportunity, problem, goal, or challenge.
    A = Actions taken and MTM tools used.
    R = Results.
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 of it.

See a Scoreboard Success Story: Helping Super Techies Talk with Customers

 

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