This article was first published in the Mercury Bay Informer of 26 July 2017. See www.theinformer.co.nz.
Organisations increase the likelihood of being successful when everyone in them is pulling in the same direction. Unfortunately it is not easy to get everyone working towards the same goals all of the time as there are a number of interlocking factors that have an impact on our actions. These include our understanding of our customers and their needs, leadership styles, whether employees not only do the job well but are a good cultural fit, communication within and across teams, having the right equipment and efficient systems and processes.
Synergy is also promoted in organisations when they regularly measure the key actions, or critical success factors, that, when done well, will ensure that their goals are met. While the results of these actions flow through to the financial reports, the financial reports are rarely a good way to measure them. An organisation’s critical success factors could include the prompt answering of customer enquiries, minimal wastage, positive public perception, innovation, well trained staff, a pipeline of potential customers and quality. From the critical success factors organisations can develop a set of key performance indicators (KPIs) that, by being measured frequently, encourage people to focus on what is important.
Discuss your proposed KPIs with your team before you finalise them. Find out what they will do differently if the measures are in place. Reassure them that you are not introducing KPIs to make them work harder. Incorporate their feedback into your solution and celebrate the successes your KPIs highlight, whether big or small.
