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Success Metrics
There are two formatting options available. The traditional desired outcome statement is a structure used in the Outcome-Driven Innovation methodology. Since many stakeholders - especially when involved with marketing or UX teams - push back on the awkward nature of desired outcomes statements since people don’t talk like that, the alternative is a natural language structure that gets to the heart of the outcome and tries to avoid tasks and activities where feasible.
This catalog contains 20 potential metrics using each formatting option. You will likely need to reduce this set for a survey. The number of statements that have been generated is arbitrary and can be expanded to accommodate your needs.
Desired Outcome Statements (ODI)
How important is it that you… and How satisfied are you with your ability to…
- Minimize the time it takes to identify local disposal facilities equipped to handle hazardous materials, e.g., specialized treatment plants, waste management centers, etc.
- Minimize the time it takes to verify the availability of disposal services for specific types of hazardous materials, e.g., chemical waste, radioactive materials, etc.
- Minimize the time it takes to evaluate the cost-effectiveness of various disposal resource options, e.g., comparison of service fees, transportation costs, etc.
- Minimize the time it takes to assess the compliance of disposal facilities with environmental and safety regulations, e.g., EPA standards, OSHA guidelines, etc.
- Minimize the time it takes to establish the capacity and limitations of disposal resources, e.g., volume limits, material restrictions, etc.
- Minimize the time it takes to determine the proximity of disposal resources to the waste generation site, e.g., distance, transportation routes, etc.
- Minimize the time it takes to identify alternative disposal methods for hazardous materials, e.g., recycling, neutralization, etc.
- Minimize the time it takes to verify the reliability and track record of disposal service providers, e.g., past performance, customer reviews, etc.
- Minimize the time it takes to evaluate the emergency response capabilities of disposal resources, e.g., spill control, accident management, etc.
- Minimize the time it takes to assess the scalability of disposal resources for varying volumes of hazardous materials, e.g., small-scale vs. large-scale operations, etc.
- Minimize the time it takes to verify the turnaround time for disposal services, e.g., same-day service, scheduled pickups, etc.
- Minimize the time it takes to establish the operational hours of disposal resources, e.g., 24/7 availability, specific drop-off times, etc.
- Minimize the time it takes to identify contact points and communication channels with disposal facilities, e.g., direct lines, online portals, etc.
- Minimize the time it takes to evaluate the environmental sustainability practices of disposal resources, e.g., waste reduction initiatives, green technologies, etc.
- Minimize the time it takes to determine the legal liability coverage of disposal services, e.g., insurance policies, indemnity clauses, etc.
- Minimize the time it takes to assess the training and expertise of personnel at disposal facilities, e.g., certifications, experience levels, etc.
- Minimize the time it takes to verify the documentation and reporting processes of disposal resources, e.g., waste manifests, compliance reports, etc.
- Minimize the likelihood of choosing disposal resources that fail to meet legal and safety standards, e.g., uncertified facilities, non-compliant practices, etc.
- Minimize the likelihood of incurring unexpected costs or fees with disposal resources, e.g., hidden charges, surcharges for special materials, etc.
- Minimize the likelihood of delays or disruptions in the disposal process due to resource unavailability, e.g., facility closures, service interruptions, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Identify local disposal facilities equipped to handle hazardous materials, e.g., specialized treatment plants, waste management centers, etc.
- Verify the availability of disposal services for specific types of hazardous materials, e.g., chemical waste, radioactive materials, etc.
- Evaluate the cost-effectiveness of various disposal resource options, e.g., comparison of service fees, transportation costs, etc.
- Assess the compliance of disposal facilities with environmental and safety regulations, e.g., EPA standards, OSHA guidelines, etc.
- Establish the capacity and limitations of disposal resources, e.g., volume limits, material restrictions, etc.
- Determine the proximity of disposal resources to the waste generation site, e.g., distance, transportation routes, etc.
- Identify alternative disposal methods for hazardous materials, e.g., recycling, neutralization, etc.
- Verify the reliability and track record of disposal service providers, e.g., past performance, customer reviews, etc.
- Evaluate the emergency response capabilities of disposal resources, e.g., spill control, accident management, etc.
- Assess the scalability of disposal resources for varying volumes of hazardous materials, e.g., small-scale vs. large-scale operations, etc.
- Verify the turnaround time for disposal services, e.g., same-day service, scheduled pickups, etc.
- Establish the operational hours of disposal resources, e.g., 24/7 availability, specific drop-off times, etc.
- Identify contact points and communication channels with disposal facilities, e.g., direct lines, online portals, etc.
- Evaluate the environmental sustainability practices of disposal resources, e.g., waste reduction initiatives, green technologies, etc.
- Determine the legal liability coverage of disposal services, e.g., insurance policies, indemnity clauses, etc.
- Assess the training and expertise of personnel at disposal facilities, e.g., certifications, experience levels, etc.
- Verify the documentation and reporting processes of disposal resources, e.g., waste manifests, compliance reports, etc.
- Avoid choosing disposal resources that fail to meet legal and safety standards, e.g., uncertified facilities, non-compliant practices, etc.
- Avoid incurring unexpected costs or fees with disposal resources, e.g., hidden charges, surcharges for special materials, etc.
- Avoid delays or disruptions in the disposal process due to resource unavailability, e.g., facility closures, service interruptions, etc.
Test Fit Structure
Apply this to Customer Success Statements only. Everything should fit together nicely. Here’s an article where I introduced the concept. Feel free to devise your own version for Desired Outcome Statements as this does not apply to their format directly.
As a(n) [end user] + who is + [Job] you're trying to [success statement] + "faster and more accurately" so that you can successfully [Job Step]