Virginia I. Shafer wrote:
> Now, for those who think the stockholders are the customers--the metrics
> will never lead to "employee empowerment," because the wrong things will
> be measured. Metrics then will focus on employee performance rather than
> meeting the needs of the customer. As a matter of fact, isn't that what
> we see in most places of business today? More time and energy spent
> measuring employee performance rather than the satisfaction of the
> customers?
>
> What do you all see?
I must wholeheartedly agree; in a recent effort to persuade a large retail
clothing chain that such measurements were in fact costly wastes of time
(insofar as they were being implemented in the company), I was met with
blank stares, and questions about "well, how do we know how each of our
associates are doing?" To which I responded...ASK THE CUSTOMERS. They'll
give you all the info you need, unless all you need is endless columns of
numbers which are variations with "special causes", and not systemic at
all.
I chalked that conversation up to experience (and bureaucracy).
Regards,
John Constantine
Rainbird Management Consulting
Santa Fe, NM
--John Constantine <rainbird@trail.com>
Learning-org -- An Internet Dialog on Learning Organizations For info: <rkarash@karash.com> -or- <http://world.std.com/~lo/>