Research Measure Manage - Top Tip No18

If you can't measure it - you can't manage it. Organisations go in the direction of what they measure... So what are YOU measuring?

The three types of measures required to ensure short and long term success are:

1. Things that make your organisation better to do business with. These are the outcomes and benefits for your customers. To be able to measure here you need to be 100% clear about what customers really value (not necessarily what you believe they value).

2. Transactional. Visible measures that are crucial to the running of your business i.e. cash flow, the time it takes to deliver or support what you do, staff turnover.

3. Measures that give your organisation stronger relationships, with staff, customers, the community and other stakeholders. These include the success of your organisational values or of environmental and community based initiatives.

Get the measurements right and you will experience the following:

• Customers that are committed to you as a supplier - and become advocates of yours

• Staff who are more productive

• Staff who are fully engaged with your organisation

• Staff who enjoy their work more

• Overall, a more sustainable business

Businesses follow their measure - that is why they have them - so it's vital to measure what makes an organisation better - not just busier.

Consumer Insight Information

Introduce the concept of measuring the benefits your organisation delivers by reading the introductory chapter to 'Consumer Insight', co-written by one of our associates - just click here and we will send it to you FREE!