Measuring a Consulting Organization’s Performance
Question: What performance measurements do you recommend our firm use to assess our business operations?
Answer: I was hired by a consulting firm to help them improve their marketing effectiveness. The first item they showed me, to begin on the “positive,” was the number of proposals they were generating.
It was an intimidating number, something like 15 a week. And it was completely misguided, because behavior responded to the measures, and scores of people were involved in creating, reviewing, and dispatching proposals that weren’t worth the paper they were printed on. (Many years ago, United Airlines told its call center personnel that customer satisfaction was the highest priority, yet measured operators based on-Guess what?-numbers of calls per hour. This is the epitome of cognitive dissonance.) Read more…
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