Customer Measures & Processes

Gaining confidence in the ability to manage to customer objectives and results requires embracing measurement and accountability

Although there is often resistance to measuring customer side initiatives, emphasizing greater accountability creates increased focus and improved results.

The old adage “if it can’t be measured it can’t be managed” is as true on the customer side of the business as it is on the production side. More than any other factor, it is the inability to gather appropriate data and measure progress and results that keeps organizations from placing as much emphasis on managing customer assets as managing other (often less important) assets. As one CEO stated, “I know in my gut we need to manage our customer side as well as we’re managing our manufacturing side but we don’t know how”.