For example, when developing a list of metrics to be included
on your dashboard, ask the question: Does the organization
have clear service standards, policies, and procedures that
promote partnership between and among units, not just good
teamwork within units? Without any cross-unit service met-
rics, it’s difficult to get early warning on the emergence of
“silo” thinking that can prevent the kind of seamless, easy-to-
do-business with service delivery that creates loyal customers.
Every service dashboard should include four types of
metrics, Patterson says:
1. Course metrics assess whether the organization is “on
course” or is pursuing the direction intended. Typical cus-
tomer service course metrics might include quantitative mea-
sures like number ...