tag:blogger.com,1999:blog-604722717169210145.post259486189677687900..comments2022-12-02T16:41:53.762+05:30Comments on EQUiTORIAL: Managing ConsequenceEQUiTORhttp://www.blogger.com/profile/06389176893782496493noreply@blogger.comBlogger5125tag:blogger.com,1999:blog-604722717169210145.post-14848286550139277182009-11-06T14:10:44.224+05:302009-11-06T14:10:44.224+05:30For any industry there are two types of KPIs.
(I) ...For any industry there are two types of KPIs.<br />(I) The hard ones which work as measuring scale of direct output values. For contact centre it is like- %age of customers serviced within certain duration, Qualitative rating of contact against standards.<br />(II) The softer ones. These help us evaluate the impact of Primary KPIs over desired objective/implied need of customer .e.g. again from service industry- Customer Satisfaction index/rating. The secondary KPIs are more important as they also guide us whether we are focusing in the right direction and our efforts are addressing the customers' need/requirement. <br />We manage both ...we manage consequences..:-)MandeepKhttps://www.blogger.com/profile/14423500962982209219noreply@blogger.comtag:blogger.com,1999:blog-604722717169210145.post-81531363650629875502009-11-02T23:34:49.264+05:302009-11-02T23:34:49.264+05:30There is a commonly used phrase which says somethi...There is a commonly used phrase which says something about missing things right under our noses.<br /><br />most often we are guilty of not learning enough from the mundane, routine and taken for granted things around us. <br /><br />A simple example is the erstwhile 'tape recorder', which most of us writing and reading this blog have grown up with.<br /><br />I remember how someone used the tape recorder as the example to illustrate teamwork, equating it with its many parts working in tandem.<br /><br />While reading this post the same humble recorder comes back to my memory citing a certain relevance. If we can remember the times when it failed to faithfully play music we took it to the service center so that it can play music again! That is all we knew about it, something like today's many managers who are only familiar with the final set of products like the 'profits' or 'sales' unlike the service guy who opens it up to check its many tiny parts, of which even if one got sulking the music goes missing!<br /><br />Few people such as RJT have been sensitizing critical measurement parameters in the realm of business performance. I hope managers (myself included!)wake up to the manageable portions and the tiny parts. <br /><br />To conclude, sometimes all the wisdom one may ever need might just be hidden in plain sight in the room we are sitting right now! where once the humble tape recorder sat!<br /><br />AntonyAntonynoreply@blogger.comtag:blogger.com,1999:blog-604722717169210145.post-56158418381600199752009-10-30T11:36:04.605+05:302009-10-30T11:36:04.605+05:30Right... the rational thinking 'on the present...Right... the rational thinking 'on the present' satisfaction or happiness will help one to achieve more than the year-end account book or whatever. <br /><br />A machine might show us the reduced weight and it might give us happiness, but when we share the news with others, the happiness mutiplies. <br /><br />Likewise, a short term goal achieved, a small success in the present, a little goodness done now are very important to keep the work going as well as satisfying oneself and help in living a happy life.Suji's Worldhttps://www.blogger.com/profile/14270285500280763259noreply@blogger.comtag:blogger.com,1999:blog-604722717169210145.post-8361356564860940122009-10-29T18:04:55.533+05:302009-10-29T18:04:55.533+05:30I have been dealing a lot with performance managem...I have been dealing a lot with performance management systems in my work. A common thing i notice in many companies is that they work with KPIs/KRAs which cascade down from the top (who get theirs from the strategy of the co). Unfortunately, many orgns treat this bit as peripheral and lose sight of this as they work through the year. It tends to surface end of the year when appraisals need to be done and increments given. Better companies break this down half yearly/quarterly/monthly and measure it every 3 months or 6 months, which allows people to course correct or know they are on they right path. while measuring performance is very critical, we must remember that we also need to measure behaviours, because we know that systematic application of specific behaviours leads to better outcomes (ex: customer service people need to be patient and good listeners, because they know that it will really pay off in the long run, not because it gives them instant results). Companies which do this seriously get seen even by their own employees as 'professional' or 'systematic' etc. <br />The key to having a good outcome from a performance management system is following it rigorously and basing rewards on what comes out of it.moochhihttps://www.blogger.com/profile/11748350692076398791noreply@blogger.comtag:blogger.com,1999:blog-604722717169210145.post-40087320860091775292009-10-28T18:52:19.819+05:302009-10-28T18:52:19.819+05:30This topic is (really interesting), (apparently co...This topic is (really interesting), (apparently complex) and yet when you walk away from it, it's (really simple). I'm going to follow Godel's theorem here, which states that no part of a system can comprehend the system as long as it is an integrated part of the system.<br /><br />Therefore when we distance our selves from the issue - Managing Consequence - it becomes clear and (really interesting) - that from a brand steward's perspective we should first formulate the strategy in its entirety (apparently complex), and in doing so we will be managing consequence - a (really simple) principle of (planned cause) and (fairly predictable effect).<br /><br />To add further insight it's interesting to look at the various nuances of the word "consequence"<br /><br />The meaning of the word Consequence :<br /> 1 - something that is the effect or result of of an earlier occurrence.<br /> 2 - the conclusion reached by a line of reasoning ; inference.<br /> 3 - importance or significance ; a matter of significance.<br /> 4 - importance in rank or position, distinction ; a man of consequence.<br /> In consequence : 5 - consequently; as a result; hence.<br /><br />In the final analysis managing consequence is all about the competence of the manager or brand steward in predicting the viable consequence ( within a framework of possible achievements ) of his strategy being executed. In fact " managing consequence" cannot be a strange phrase to a competent business /brand strategist.<br /><br />John D Lazaro<br />Founder<br />Lazaro Advertising & DCAM productionsJohn david Lazarohttps://www.blogger.com/profile/16943565069645376269noreply@blogger.com