CHAPTER 8The Right Performance Metrics: Effectiveness and Efficiency

THE MOST IMPORTANT measurements in a business process are those that drive customer satisfaction. On-time delivery of a defect-free product or service, with a smile, sounds so easy, doesn’t it? So we start this chapter by reminding you that engaged teams only exist to serve a customer’s need. All the measures and goals for performance of a team should somehow relate to the business’s ability to efficiently and effectively meet the critical needs of its customers, and in this chapter we’ll discuss the right ways to structure those measures.

As we said in Chapter 3, listening to the Voice of the Customer (VOC) is always a good idea no matter what kind of project or change effort ...

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