Have you been tasked with developing Key Performance Indicators (KPIs) for your organization and don’t know where to begin? This quick primer can put you on the fast track!
We’ve all heard different variations of the phrase, “what gets measured gets done,” but how much of that is really true? What and how much of our activities do we need to measure to know whether or not we have achieved the desired results, and what changes to make moving forward?
Measuring and tracking key activities can incentivize employees to perform well and achieve success in specific areas. However, sometimes organizations can fall into the “metric trap” and drive for raw activity numbers rather than focusing on truly measuring key activities that influence their success. So how can we avoid inverse response behavior, where managers and employees end up focusing too much on numbers? Here are a few key questions you should ask before setting out on a performance measuring journey:
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How many surveys have you completed this year? Chances are you have already participated in several reviews and customer satisfaction surveys. The real question is how many surveys we complete actually matter? In today’s big data world, businesses need to gather data and understand customer behavior in order to gain a strategic advantage or identify new business opportunities. Requests to participate in customer satisfaction surveys, guest surveys after returning from a domestic or international travel, or surveys to evaluate your recent dentist’s visit have become a part of life. The average consumer seems to be bombarded with a lot of “tell us how we did/tell us about your visit” surveys and requests for feedback. Researchers try to strike the right balance between gathering the right amount of information while being mindful of survey fatigue which can lead to low response rates. Rightfully so.
If you are interested in a survey that matters, a survey that offers a comprehensive nationwide perspective of state procurement practices, look no more! NASPO has the best vantage point to provide insight into how various state central procurement offices handle the procurement of goods and services across the country and infer valuable trends. NASPO’s Survey of State Procurement Practices is a comprehensive data collection, and the longest running survey for the association.
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