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Consortium for Service Innovation

Practice 7: Performance Insight

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Performance Insight allows us to promote learning and growth for individuals and teams and assess the success of the KCS program.

Measure the Right Things

Triangulate to understand the full context of what's happening in the system.

Measures for Individuals and Teams

Identify individuals and teams who are doing the right things and contributing to intended outcomes.

KCS Program Benefits and ROI

Demonstrate that the system is working as intended and delivering the value it was built to provide.

Shifting the culture and values of the organization is necessary to align with the desired behaviors of collaboration and shared ownership. Culture and values are reflected in what the organization measures.

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