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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 access and review the latest maintenance guidelines and protocols, e.g., digital databases, physical manuals, etc.
- Minimize the time it takes to verify the relevancy and currency of maintenance procedures, e.g., checking for recent updates, amendments, etc.
- Minimize the time it takes to cross-reference maintenance protocols with manufacturer's instructions, e.g., technical bulletins, warranty requirements, etc.
- Minimize the time it takes to identify any discrepancies or conflicts between various protocol sources, e.g., internal vs. external guidelines, etc.
- Minimize the time it takes to ensure understanding of complex or technical aspects of the protocols, e.g., specialized terminology, detailed procedures, etc.
- Minimize the time it takes to discuss and clarify protocols with team members or supervisors, e.g., team meetings, one-on-one consultations, etc.
- Minimize the time it takes to align maintenance activities with health and safety regulations, e.g., OSHA standards, local safety codes, etc.
- Minimize the time it takes to integrate environmental and sustainability considerations into maintenance practices, e.g., waste management, energy efficiency, etc.
- Minimize the time it takes to tailor generic protocols to specific equipment or scenarios, e.g., customization for unique machinery, adaptation for special cases, etc.
- Minimize the time it takes to identify areas for protocol improvements or updates, e.g., inefficiencies, outdated practices, etc.
- Minimize the time it takes to assess the impact of protocol changes on maintenance operations, e.g., workflow adjustments, resource reallocation, etc.
- Minimize the time it takes to confirm compliance with industry standards and best practices, e.g., ISO certifications, benchmark comparisons, etc.
- Minimize the time it takes to evaluate the effectiveness of current maintenance protocols, e.g., success rates, failure analysis, etc.
- Minimize the time it takes to document and record protocol reviews and updates, e.g., change logs, revision histories, etc.
- Minimize the time it takes to establish a continuous improvement process for maintenance protocols, e.g., feedback loops, regular reviews, etc.
- Minimize the likelihood of overlooking critical steps in the maintenance process, e.g., pre-checks, post-maintenance testing, etc.
- Minimize the likelihood of applying outdated or superseded protocols, e.g., using old versions, ignoring recent updates, etc.
- Minimize the likelihood of misinterpretation or misapplication of protocols, e.g., due to unclear instructions, complex procedures, etc.
- Minimize the likelihood of non-compliance with regulatory requirements, e.g., safety violations, environmental infractions, etc.
- Minimize the likelihood of inadequate training or awareness of maintenance protocols among team members, e.g., new hires, infrequent tasks, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Access and review the latest maintenance guidelines and protocols, e.g., digital databases, physical manuals, etc.
- Verify the relevancy and currency of maintenance procedures, e.g., checking for recent updates, amendments, etc.
- Cross-reference maintenance protocols with manufacturer's instructions, e.g., technical bulletins, warranty requirements, etc.
- Identify any discrepancies or conflicts between various protocol sources, e.g., internal vs. external guidelines, etc.
- Ensure understanding of complex or technical aspects of the protocols, e.g., specialized terminology, detailed procedures, etc.
- Discuss and clarify protocols with team members or supervisors, e.g., team meetings, one-on-one consultations, etc.
- Align maintenance activities with health and safety regulations, e.g., OSHA standards, local safety codes, etc.
- Integrate environmental and sustainability considerations into maintenance practices, e.g., waste management, energy efficiency, etc.
- Tailor generic protocols to specific equipment or scenarios, e.g., customization for unique machinery, adaptation for special cases, etc.
- Identify areas for protocol improvements or updates, e.g., inefficiencies, outdated practices, etc.
- Assess the impact of protocol changes on maintenance operations, e.g., workflow adjustments, resource reallocation, etc.
- Confirm compliance with industry standards and best practices, e.g., ISO certifications, benchmark comparisons, etc.
- Evaluate the effectiveness of current maintenance protocols, e.g., success rates, failure analysis, etc.
- Document and record protocol reviews and updates, e.g., change logs, revision histories, etc.
- Establish a continuous improvement process for maintenance protocols, e.g., feedback loops, regular reviews, etc.
- Avoid overlooking critical steps in the maintenance process, e.g., pre-checks, post-maintenance testing, etc.
- Avoid applying outdated or superseded protocols, e.g., using old versions, ignoring recent updates, etc.
- Avoid misinterpretation or misapplication of protocols, e.g., due to unclear instructions, complex procedures, etc.
- Avoid non-compliance with regulatory requirements, e.g., safety violations, environmental infractions, etc.
- Avoid inadequate training or awareness of maintenance protocols among team members, e.g., new hires, infrequent tasks, 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]