Develop a balanced scorecard with both lagging and leading performance indicators to motivate employees and predict customer perceptions

• Understand the role of lagging indicators such as VOC data, profit, market share
• Augment lagging indicators with leading indicators based on business processes
• Design concise reporting templates for widespread visibility to the right metrics
• Develop recognition programs to reward significant improvements by teams
• Establish balanced metrics (MBOs) for executive incentive programs
• Prevent sub-optimization by avoiding metric sets leading to unintended behaviors
• Predict future lagging indicator levels based on leading indicator performance
• Communicate progress to close the loop with survey participants and relevant external parties

Measurable Results: Compare baseline and ongoing data for follow-through on survey issues; number of improvement programs underway; repeat participation of customers in survey efforts; employee attitudes toward the voice of the customer; executive visibility of improvement efforts; intervention of execution roadblocks; survey ratings improvement.

Contact Marketing Operations Partners today to take your measurement process to the next level.

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