Performance Measurement
"The potential value of performance measurement is still not being realized in business today. Too many executives still look at metrics as smoke and mirrors or an obtuse technical exercise. Even where performance metrics are routinely reported, the value of those metrics to decision makers is usually low. Organizations tend to measure performance in the operational areas where data are most easy to capture, instead of creating measures more closely linked to the strategic objectives that they aim to achieve. This approach provides information that is too narrow to be strategically useful. In fact, it is often not even operationally useful either, because the measures captured don't paint a picture that can aid management in understanding the implications of the reported performance levels and help them in planning corrective actions." - Stan Goldman President & CEO
In the field of measurement, metrics and benchmarking, TBI's Full Spectrum Performance Measurement practice offers clients an industry leading suite of metrics and benchmarking.
Benchmarking
An assessment of current organizational performance and comparison to relevant industry best practices and performance.
Strategic and Operations Metrics
Development or enhancement of metrics processes designed to meet specific business needs, considering both the information needs for day-to-day performance monitoring and improvement and the information needs of senior business management.
Customer Satisfaction Measurement
Design, implementation and analysis of valid and reliable customer satisfaction surveys
Service Level Agreements
Analysis of baseline performance and performance improvement needs; preparation of formal service level agreements, identifying critical service levels and associated contract terms; and design and detailed specification of service level metrics calculation methods.
