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HOW TO BUILD MOTIVATION TO IMPROVE
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USE A SCOREBOARD FOR SUCCESS |
PROBLEM
The Vice President of Information
Systems heard the words he did not want to hear.
His department was being threatened with outsourcing
if his staff didn't become more responsive to the
people they served inside the corporation. The 180
people in his organization were mostly masters degree
graduates from a top school in the country. They
were sharp. They knew their technology. In fact,
they loved their technology. But the people they
served in the company complained that the data center
treated them like irritating distractions.
COMPLICATIONS
The engineers in the data center were quick to explain how good they were and how the people complaining were just wrong and didn't understand the technology. Pep talks about treating the customer better were ignored. Sermons did no good. And threats didn't help. But something did get their attention and action.
METRICS THAT MOTIVATE
A random telephone survey of 50 people in the corporation each month produced a scoreboard that got high attention-and action. The motivation changed from resisting what the boss wanted to a embracing what the customer wanted. A shoulder-to-shoulder, improving our scores approach began. It solved the problem. The function was not outsourced.
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SAMPLE TELEPHONE SURVEY
To measure how well a data center is serving the entire organization.
Again, on a scale of 1 to 10, please rate each statement.
1 means strongly disagree.
10 means strongly agree.
- The people in the Data Center do such a good job of PREVENTING PROBLEMS that I rarely need to contact them for specific support.
1 2 3 4 5 6 7 8 9 10
- If I do need support from the Data Center, it is QUICK AND EASY to get in touch with the right resource.
1 2 3 4 5 6 7 8 9 10
- The Data Center keeps me informed about the STATUS of work I have requested.
1 2 3 4 5 6 7 8 9 10
- The Data Center gets the work I request completed ON TIME.
1 2 3 4 5 6 7 8 9 10
- The QUALITY OF THE WORK the Data Center provides me is excellent.
1 2 3 4 5 6 7 8 9 10
- The people in the Data Center communicate that they WANT TO SERVE me.
1 2 3 4 5 6 7 8 9 10
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Any areas to improve?
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Contact Us
Dru Scott Decker
Metrics That Motivate
106 Point Lobos
San Francisco, CA 94121
Phone: 415.750.1313
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Metrics that Motivate © 2002 |
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