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Success Metrics
There are two formatting options available. The tradition 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 utilitarian 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 analyze the effectiveness of the decision-making criteria used, e.g., relevance, comprehensiveness, etc.
- Minimize the time it takes to evaluate the efficiency of information gathering and analysis methods, e.g., data sources, analytical tools, etc.
- Minimize the time it takes to assess the inclusiveness and diversity of stakeholder input, e.g., cross-functional feedback, customer perspectives, etc.
- Minimize the time it takes to review the objectivity and impartiality of the decision process, e.g., bias minimization, fairness, etc.
- Minimize the time it takes to evaluate the adequacy of risk assessment and mitigation strategies, e.g., identified risks, contingency plans, etc.
- Minimize the time it takes to analyze the alignment of the decision with strategic objectives and values, e.g., long-term goals, ethical considerations, etc.
- Minimize the time it takes to assess the flexibility and adaptability of the decision-making process, e.g., responsiveness to change, scalability, etc.
- Minimize the time it takes to evaluate the communication and collaboration effectiveness during the process, e.g., team interactions, information sharing, etc.
- Minimize the time it takes to review the thoroughness of the options evaluation and prioritization, e.g., comprehensive analysis, critical comparison, etc.
- Minimize the time it takes to assess the speed and decisiveness of the final decision-making, e.g., timeliness, resolution effectiveness, etc.
- Minimize the time it takes to analyze the impact of the decision on internal and external stakeholders, e.g., employee satisfaction, customer response, etc.
- Minimize the time it takes to evaluate the resource utilization efficiency in the decision-making process, e.g., time, manpower, financial resources, etc.
- Minimize the time it takes to review the adaptability of the decision to unexpected changes or challenges, e.g., crisis response, market shifts, etc.
- Minimize the time it takes to assess the overall satisfaction with the decision outcome, e.g., goal achievement, problem resolution, etc.
- Minimize the time it takes to evaluate the transparency and accountability in the decision-making process, e.g., clear rationale, responsibility sharing, etc.
- Minimize the time it takes to analyze the replicability of the decision process for future decisions, e.g., process standardization, best practices, etc.
- Minimize the time it takes to review the integration of feedback and learning from the decision-making process, e.g., lessons learned, continuous improvement, etc.
- Minimize the time it takes to assess the impact of the decision on the company's competitive position, e.g., market standing, competitive advantage, etc.
- Minimize the time it takes to evaluate the scalability of the decision-making process for larger scale decisions, e.g., expansion capability, complexity management, etc.
- Minimize the likelihood of overlooking key learnings and improvements for future decision-making processes, e.g., missed insights, unaddressed issues, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Analyze the effectiveness of the decision-making criteria used, e.g., relevance, comprehensiveness, etc.
- Evaluate the efficiency of information gathering and analysis methods, e.g., data sources, analytical tools, etc.
- Assess the inclusiveness and diversity of stakeholder input, e.g., cross-functional feedback, customer perspectives, etc.
- Review the objectivity and impartiality of the decision process, e.g., bias minimization, fairness, etc.
- Evaluate the adequacy of risk assessment and mitigation strategies, e.g., identified risks, contingency plans, etc.
- Analyze the alignment of the decision with strategic objectives and values, e.g., long-term goals, ethical considerations, etc.
- Assess the flexibility and adaptability of the decision-making process, e.g., responsiveness to change, scalability, etc.
- Evaluate the communication and collaboration effectiveness during the process, e.g., team interactions, information sharing, etc.
- Review the thoroughness of the options evaluation and prioritization, e.g., comprehensive analysis, critical comparison, etc.
- Assess the speed and decisiveness of the final decision-making, e.g., timeliness, resolution effectiveness, etc.
- Analyze the impact of the decision on internal and external stakeholders, e.g., employee satisfaction, customer response, etc.
- Evaluate *the resource utilization efficiency in the decision making process*, e.g., time, manpower, financial resources, etc.
- Review the adaptability of the decision to unexpected changes or challenges, e.g., crisis response, market shifts, etc.
- Assess the overall satisfaction with the decision outcome, e.g., goal achievement, problem resolution, etc.
- Evaluate the transparency and accountability in the decision-making process, e.g., clear rationale, responsibility sharing, etc.
- Analyze the replicability of the decision process for future decisions, e.g., process standardization, best practices, etc.
- Review the integration of feedback and learning from the decision-making process, e.g., lessons learned, continuous improvement, etc.
- Assess the impact of the decision on the company's competitive position, e.g., market standing, competitive advantage, etc.
- Evaluate the scalability of the decision-making process for larger scale decisions, e.g., expansion capability, complexity management, etc.
- Avoid overlooking key learnings and improvements for future decision-making processes, e.g., missed insights, unaddressed issues, 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]