4. Moments of Truth, metrics and dashboards
Consider a dashboard of MOT’s across the organization. Ownership can be assigned to each and every MOT and they can be actively managed to progressively improve the process. For any process that deserves to exist there is an optimum number of MOT’s to achieve a Successful Customer Outcome (SCO). What would be the theoretical optimum? One MOT. It is however rare to find that animal, so at a pragmatic level what should be the optimum?
A direct relationship exists between the technology that supports a process, the peoples skill and competence and the clear objective articulation of an SCO. Lower levels of organization maturity (technology, people, process) result in higher numbers of MOT’s. This in turn creates higher costs, poorer service and less than optimal performance.
On a scale of 1-10 (1 bad, 10 good) how developed and supportive is the technology, people skills and SCO development?
A typical dashboard with MOT’s includes metrics such as: Amount, Type, Ownership, Alignment, Trend, Ratio and Impact. We will explain and discuss the latter two later.