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KPI Design and Scorecarding: March 2009
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KPI Design and Scorecarding. Thursday, March 26, 2009. As you design your scorecard, you should consider. The story it tells and the goal of the process. One of my favorite starts to a project began with this opening line from the client. I know we are doing it wrong, just be gentle when you tell us how bad.". For new customers, existing customer purchases, average deal sizes, average debt. Often a great place to start with Scorecarding. Posted by Michael Ensley. Links to this post. Scalability as a KPI.
KPI Design and Scorecarding: Customer Lifecycle Value
http://kpidesign.blogspot.com/2009/05/customer-lifecycle-value.html
KPI Design and Scorecarding. Friday, May 1, 2009. Depending upon on how well your know your business, a great discussion to have somewhat regularily is whether or not the customer lifecycle value is increasing or decreasing. To achieve this we need to know a few things. How much has the customer purchased from us? How long are they likely to stay with us? What does it cost us to serve them? Posted by Michael Ensley. Labels: Activity Based Management. This Blog is moving to PureStonePartners.com. Peter Th...
KPI Design and Scorecarding: April 2009
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KPI Design and Scorecarding. Thursday, April 23, 2009. Setting targets for Performance Indicators should be well thought through. This should not be an exercise in looking at the historical average (unless that is specifically relevant) and then apply 10% as the desired increase. You will want to review history, but you need to understand the goal. It is also important to define the KPI clearly. Beating that number doesn't do much for us. . Is there any repercussion? What if we miss three days in a row?
KPI Design and Scorecarding: The Value of Scorecarding
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KPI Design and Scorecarding. Tuesday, April 21, 2009. The Value of Scorecarding. One of my first Scorecard exercises is one of my favorites. It taught me a great deal about the power of scorecarding. . Impacted by the KPIs and "yellow" cells where the VPs were indirectly. Related. I did not intend the colors for anything other to call out attention for each of the VPs. Scorecarding can be a very powerful tool, but it needs to be used appropriately. . Posted by Michael Ensley. This Blog is moving to P...
KPI Design and Scorecarding: Initiative Performance Indicators (IPIs)
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KPI Design and Scorecarding. Friday, April 3, 2009. Initiative Performance Indicators (IPIs). I made the argument. That Key Performance Indicators. And Key Risk Indicators. Are really the same thing, yet a nuance. Worth discussion is initiative management. We launch new factories, new products, training programs, marketing material, etc all the time, yet often do a sub-optimal job managing the project. And execution waters down further as we try to manage the portfolio. To achieve the end. . Peter Tho...
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The Customer Experience: Between 9 to 5 - Part 2
http://customer-stories.blogspot.com/2009/04/between-9-to-5-part-2.html
We are looking for good and bad customer experiences. It is always amazing to us how we claim to want to improve customer satisfaction, yet little is invested in improving the process of creating customer value. Monday, April 13, 2009. Between 9 to 5 - Part 2. Interesting how one simple process can create some many levels of precision? Between 9 to 5 - Part 2. Empowering Customer Service to save a customer. Enter your email address:. Subscribe in a reader. Strategy and Operational Performance Management.
The Customer Experience: August 2009
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We are looking for good and bad customer experiences. It is always amazing to us how we claim to want to improve customer satisfaction, yet little is invested in improving the process of creating customer value. Wednesday, August 26, 2009. United Breaks Guitars - just too good. Links to this post. Subscribe to: Posts (Atom). United Breaks Guitars - just too good. Enter your email address:. Subscribe in a reader. Strategy and Operational Performance Management.
Strategy and Operational Performance Management: Beyond the Checkbox - Part IV
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Strategy and Operational Performance Management. Enhancing and Managing the Customer Value Creation Process. Wednesday, April 29, 2009. Beyond the Checkbox - Part IV. Chris Tyler from Cognos will be joining us for a series of Blogs focused on driving performance for ISVs and OEMs. We will be publishing his Blogs on Thursdays for the next four weeks. Chris is a subject matter expert on getting his clients to elevate value to their customer. This is the final part of this series. In Part III. Most enterpri...
Strategy and Operational Performance Management: Beyond the Checkbox - Part II
http://perf-mgt.blogspot.com/2009/04/beyond-checkbox-part-ii.html
Strategy and Operational Performance Management. Enhancing and Managing the Customer Value Creation Process. Wednesday, April 15, 2009. Beyond the Checkbox - Part II. Chris Tyler from Cognos will be joining us for a series of Blogs focused on driving performance for ISVs and OEMs. We will be publishing his Blogs on Thursdays for the next four weeks. Chris is a subject matter expert on getting his clients to elevate value to their customers. . In part I of this series. As mentioned earlier, according t...
Strategy and Operational Performance Management: Is Strategy top of Mind
http://perf-mgt.blogspot.com/2009/05/is-strategy-top-of-mind.html
Strategy and Operational Performance Management. Enhancing and Managing the Customer Value Creation Process. Sunday, May 10, 2009. Is Strategy top of Mind. I recently read a few blogs from Jonathan D. Becher. I think there are a number of factors at play here:. 160;that touches on this subject. We also have unstated strategic objectives, or as Oski refers to them in a comment on this blog post. Shadow strategies" where the organization says one thing, but actually does another. . This blog is moving to.
Strategy and Operational Performance Management: May 2009
http://perf-mgt.blogspot.com/2009_05_01_archive.html
Strategy and Operational Performance Management. Enhancing and Managing the Customer Value Creation Process. Thursday, May 28, 2009. We have moved - the blog is now hosted at PureStone.Wordpress.com. Links to this post. Sunday, May 10, 2009. Is Strategy top of Mind. I recently read a few blogs from Jonathan D. Becher. I think there are a number of factors at play here:. 160;that touches on this subject. Shadow strategies" where the organization says one thing, but actually does another. . We don't have...
Strategy and Operational Performance Management: Beyond the Checkbox - Part III
http://perf-mgt.blogspot.com/2009/04/beyond-checkbox-part-iii.html
Strategy and Operational Performance Management. Enhancing and Managing the Customer Value Creation Process. Wednesday, April 22, 2009. Beyond the Checkbox - Part III. Chris Tyler from Cognos will be joining us for a series of Blogs focused on driving performance for ISVs and OEMs. We will be publishing his Blogs on Thursdays for the next four weeks. Chris is a subject matter expert on getting his clients to elevate value to their customers. . This is Part III of this series. In Part II. 8220;Yes, we ...
The Customer Experience: April 2009
http://customer-stories.blogspot.com/2009_04_01_archive.html
We are looking for good and bad customer experiences. It is always amazing to us how we claim to want to improve customer satisfaction, yet little is invested in improving the process of creating customer value. Monday, April 13, 2009. Between 9 to 5 - Part 2. Interesting how one simple process can create some many levels of precision? Links to this post. Friday, April 3, 2009. Empowering Customer Service to save a customer. So, after I expressed my dissatisfaction in a return email, the head of customer...
The Customer Experience: Parker's Maple Syrup
http://customer-stories.blogspot.com/2009/03/parkers-maple-syrup.html
We are looking for good and bad customer experiences. It is always amazing to us how we claim to want to improve customer satisfaction, yet little is invested in improving the process of creating customer value. Monday, March 23, 2009. Somewhere hidden in a corner of the Parker's Maple Barn gift shop (which is hidden in Southern New Hamshire) is a sign that says it all. If the customer wants vanilla, give them vanilla.". Oh, and the breakfast is worth the ride as well. Mason, NH 03048. Between 9 and 5.
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KPI Design and Scorecarding
KPI Design and Scorecarding. Thursday, May 28, 2009. We have moved - the blog is now hosted at PureStone.Wordpress.com. Posted by Michael Ensley. Links to this post. Friday, May 1, 2009. Depending upon on how well your know your business, a great discussion to have somewhat regularily is whether or not the customer lifecycle value is increasing or decreasing. To achieve this we need to know a few things. How much has the customer purchased from us? How long are they likely to stay with us? For example, ...
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