In a message dated 96-07-07 22:18:58 EDT, you write:
> 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?
Well . . . if employee performance is not highly correlated with customer
satisfaction, indeed, *predictive* of such satisfaction then the job
required of the employee is the *wrong* performance. Correcting that
problem makes the measurement of employee performance perfectly
appropriate and, in fact, makes employee performance a "second order"
measurement of customer satisfaction.
Hal Popplewell
GaltJohn22@aol.com
--Learning-org -- An Internet Dialog on Learning Organizations For info: <rkarash@karash.com> -or- <http://world.std.com/~lo/>