CHAPTER 14
Transformational Measurement Action Plans
This chapter is composed of Transformational Measurement Action Plans (TMAPs) of emergent and transformational measures that are intended to stimulate your thinking, challenge your mental models, and, in some cases, provide examples and guidance for measurement. Review those that cover problematic areas in your organization, use them as ongoing references, and add your own emergent and transformational measures to the list.
1. Customer Experience
Meeting the high standards of doing business successfully today requires more than the standard customer satisfaction measurements. Customer experiences include not only the “core transaction” (the purchase) itself, but also everything that precedes ...
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