Store repair documentation

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 catalogue repair documents, e.g., service reports, warranty claims, etc.
Minimize the time it takes to retrieve specific repair documentation for analysis, e.g., by date, by issue type, etc.
Minimize the time it takes to verify the completeness of repair documentation, e.g., inclusion of service provider details, costs, etc.
Minimize the time it takes to identify trends in repair issues, e.g., common faults, recurring service needs, etc.
Minimize the time it takes to share repair documentation with relevant stakeholders, e.g., team members, management, etc.
Minimize the time it takes to integrate repair documentation into existing databases, e.g., CRM systems, maintenance logs, etc.
Minimize the time it takes to update repair documentation with follow-up actions, e.g., additional repairs needed, parts ordered, etc.
Minimize the time it takes to ensure repair documentation is accessible for compliance audits, e.g., regulatory requirements, safety standards, etc.
Minimize the time it takes to cross-reference repair documentation with customer feedback, e.g., satisfaction surveys, complaints, etc.
Minimize the time it takes to analyze repair documentation for cost-efficiency, e.g., comparing service providers, negotiation of rates, etc.
Minimize the time it takes to establish a backup system for repair documentation, e.g., cloud storage, off-site backups, etc.
Minimize the time it takes to standardize the format of repair documentation, e.g., templates, digital forms, etc.
Minimize the time it takes to train staff on the documentation process, e.g., data entry protocols, document management systems, etc.
Minimize the time it takes to audit repair documentation for accuracy and completeness, e.g., cross-checking invoices, service reports, etc.
Minimize the time it takes to identify gaps in the repair documentation process, e.g., missing documents, unreported repairs, etc.
Minimize the time it takes to optimize the search functionality for digital repair documents, e.g., keyword tagging, advanced search options, etc.
Minimize the time it takes to ensure the security of repair documentation, e.g., encryption, access controls, etc.
Minimize the time it takes to synchronize repair documentation across multiple platforms, e.g., mobile access, web portals, etc.
Minimize the time it takes to generate reports from repair documentation, e.g., monthly summaries, trend analyses, etc.
Minimize the time it takes to archive outdated repair documentation, e.g., after a certain period, compliance with retention policies, etc.

Customer Success Statements (PJTBD)

❓

How important is it that you can quickly and accurately… and How difficult is it for you to…

Catalogue repair documents, e.g., service reports, warranty claims, etc.
Retrieve specific repair documentation for analysis, e.g., by date, by issue type, etc.
Verify the completeness of repair documentation, e.g., inclusion of service provider details, costs, etc.
Identify trends in repair issues, e.g., common faults, recurring service needs, etc.
Share repair documentation with relevant stakeholders, e.g., team members, management, etc.
Integrate repair documentation into existing databases, e.g., CRM systems, maintenance logs, etc.
Update repair documentation with follow-up actions, e.g., additional repairs needed, parts ordered, etc.
Ensure repair documentation is accessible for compliance audits, e.g., regulatory requirements, safety standards, etc.
Cross-reference repair documentation with customer feedback, e.g., satisfaction surveys, complaints, etc.
Analyze repair documentation for cost-efficiency, e.g., comparing service providers, negotiation of rates, etc.
Establish a backup system for repair documentation, e.g., cloud storage, off-site backups, etc.
Standardize the format of repair documentation, e.g., templates, digital forms, etc.
Train staff on the documentation process, e.g., data entry protocols, document management systems, etc.
Audit repair documentation for accuracy and completeness, e.g., cross-checking invoices, service reports, etc.
Identify gaps in the repair documentation process, e.g., missing documents, unreported repairs, etc.
Optimize the search functionality for digital repair documents, e.g., keyword tagging, advanced search options, etc.
Ensure the security of repair documentation, e.g., encryption, access controls, etc.
Synchronize repair documentation across multiple platforms, e.g., mobile access, web portals, etc.
Generate reports from repair documentation, e.g., monthly summaries, trend analyses, etc.
Archive outdated repair documentation, e.g., after a certain period, compliance with retention policies, 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]