Performance Measurement
"The potential value of performance measurement is still not being realized in business today. Too many executives continue to look at metrics as smoke and mirrors
or as 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 operational areas where data capture is easy instead of creating measures more closely linked to achieving strategic objectives.
The resulting information is too narrow to be strategically useful. In fact, it is often not even operationally useful because the measures captured don't clearly
communicate the implications of the reported performance levels, and do not help management plan corrective actions." - Stan Goldman President & CEO
TBI's Full Spectrum Performance Measurement practice offers clients an industry-leading suite of metrics and benchmarking.
TBI conducts an assessment of current organizational performance and compares that performance to relevant industry best practices.
We help you develop or enhancement metrics processes that are designed to meet specific business needs by considering the information needs for day-to-day performance monitoring and improvement as well as the information needs of senior business management.
Performance measurement involves conscientious redesign, implementation and analysis of valid and reliable customer satisfaction surveys
TBI assists you in developing sound service level agreements by:
- Analyzing baseline performance and performance improvement needs
- Preparing formal service level agreements
- Identifying critical service levels and associated contract terms
- Designing detailed specifications of service level metrics calculation methods.