Service Thinking

Chapter 7

Multisided Metrics

You can tell what is important in an organization by what they measure.

—Mohamed Yunus

Metrics are developed from the objectives and goals statements in the enterprise strategy model. They measure the success of the enterprise in achieving its goals. Traditionally, metrics have focused on outputs such as revenue and profit growth, number of customers served, productivity per employee, and so forth.

While the Service Thinking enterprise seeks to make revenue and profit goals just like a traditional enterprise, it embraces qualitative objectives and goals as well. The output of a service is an experience and is perceived subjectively by the customer. The Service Thinking enterprise must address the challenge of measurement ...