Continuous Improvement
Continuous Improvement Activities
Focus areas and trends for Phase 4
(See Exit Criteria for all four phases on the Quick Reference page of the Measurement Matters v6 paper.)
Phase 4 Activities |
Benefits |
Readiness Evidence |
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Customer loyalty | Improve brand image and customer retention | NPS |
Lower customer effort |
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Survey, CES |
Work shifted from known to new |
New opportunities and challenges for employees |
New vs known—the work in the organization shifts from mostly known to mostly new, . Knowledge workers spend the majority of their time resolving new issues. This will vary based on product lifecycle or process/policy changes. |
Time to adopt new/enhanced products |
Customer success measured |
Decrease from the baseline |
Support cost as a percentage of revenue has decreased |
Lower cost |
Support costs have dropped by 25‐50%, and the volume of customer issues resolved is up at least 100% (web success combined with incidents closed) |
Identification of pervasive issues | Increase speed |
Stakeholder Engagement
Techniques to engage stakeholders in Phase 4 (see complete Stakeholder Engagement Matrix in Appendix C)
Executives | Managers | Knowledge Workers | Business Owners |
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