Phase Four: Measure
Measuring results is essential to the achievement of long-range goals. Your assessment data will reflect the direct effects of each strategy on your organization and on your customers. Continuous assessment of the impact of actions and strategic operations is critical to the success of plans because monitoring keeps plans on track. The process requires systems to measure results, monitor progress, and compile management information.
A variety of assessment tools and software may track:
- processes related to performance of services or products
- internal and external customer satisfaction and feedback
- employee performance
- employee satisfaction
- quality matrixes for error rates, efficiency, and effectiveness.
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Process Steps for the Measurement Phase |
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To measure results:
- Decide which aspects of your projects would benefit from comparative or benchmark information and data.
- Determine the appropriate quantity and type of data to collect.
- Select methods to assess and report progress.
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Measurement Questions |
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- How will we measure results against our targets?
- How will we monitor and document progress?
- What will the impact be on our target groups or customers?
- How will we know that it is worthwhile?
- How will we analyze and explain that we are on or off track?
- How will we make necessary corrections during implementation?
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