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SET Result-Oriented Goals: Aligning Results to Strategy
Several years ago, we were working with a major telecommunications company which had a strategic objective of improving its customer loyalty. We spent a few days assessing the organization, focusing on one of the organization’s call centers. The customer service reps had been given a goal of “handling 100 calls per day.” While the organization did perform customer surveys, feedback was so sporadic that it was hard to get a handle on the qualitative performance of any of the individual reps. The customer service reps were explicitly measured and graded solely on the number of calls they took each day.
At times they would get tied up with customers who had complex problems. Those calls ...
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