Employees Use a variety of techniques, formal and informal, for collecting information from employees across the organization (interviews, surveys, formal assessments, focus groups).
METRICS TO MONITOR
OPERATIONS employee productivity, satisfaction, grievance rate, absenteeism, turnover, etc.
FINANCIAL revenues, costs, profits, inventory turns, etc.
MARKET market share, customer satisfaction, new product introductions, time-to-market, product or service quality, delivery, etc.
TECHNOLOGY innovation, technology adoption, reject rates, downtime, etc.
In understanding the need for change and in building an effective solution beware of the following traps:
Beware of your own biases You are not immune from the success syndrome and other cultural biases. Take extra care to examine the problem objectively. Look for fundamental problems hidden beneath symptoms Increasing costs, for example, may be a symptom of inefficiencies in workflow, poor quality or dysfunctional work teams. Although fundamental problems will never be as apparent as symptoms, you must dig to the root of problems in order to generate effective resolutions.
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