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)
- Minimize the time it takes to complete all closing procedures and final checks, e.g., system resets, lockout/tagout removal, etc.
- Minimize the time it takes to ensure all maintenance tools and equipment are accounted for and stored properly, e.g., inventory checks, tool audits, etc.
- Minimize the time it takes to validate that all maintenance tasks are thoroughly completed, e.g., final inspections, sign-off sheets, etc.
- Minimize the time it takes to document and file all maintenance records and reports, e.g., digital archiving, paperwork filing, etc.
- Minimize the time it takes to communicate the completion of maintenance activities to relevant parties, e.g., team members, management, clients, etc.
- Minimize the time it takes to clean and restore the maintenance work area to its original state, e.g., waste disposal, equipment sanitization, etc.
- Minimize the time it takes to review and analyze the overall effectiveness of the maintenance activities, e.g., performance metrics, feedback sessions, etc.
- Minimize the time it takes to plan for future maintenance activities based on current insights and outcomes, e.g., scheduling next sessions, updating maintenance plans, etc.
- Minimize the time it takes to confirm the restoration of operational status to affected systems or machinery, e.g., functional tests, system reboots, etc.
- Minimize the time it takes to conduct a debriefing session with the maintenance team to gather feedback and lessons learned, e.g., team meetings, feedback forms, etc.
- Minimize the time it takes to update maintenance strategies or protocols based on recent activities, e.g., process improvements, best practice updates, etc.
- Minimize the time it takes to assess the need for follow-up actions or additional maintenance tasks, e.g., monitoring for recurring issues, scheduling additional repairs, etc.
- Minimize the time it takes to evaluate the impact of maintenance on equipment longevity and performance, e.g., wear and tear analysis, efficiency assessments, etc.
- Minimize the time it takes to ensure compliance with all safety and regulatory standards in concluding maintenance tasks, e.g., hazard checks, compliance audits, etc.
- Minimize the time it takes to reinstate any safety measures or protocols that were suspended during maintenance, e.g., reactivating alarms, resetting safety locks, etc.
- Minimize the likelihood of overlooking any incomplete or improperly executed maintenance tasks, e.g., skipped steps, rushed jobs, etc.
- Minimize the likelihood of misplacing or losing maintenance tools and equipment, e.g., unreturned items, inventory mismatches, etc.
- Minimize the likelihood of failure to properly communicate maintenance outcomes and future plans, e.g., unclear reports, missed updates, etc.
- Minimize the likelihood of neglecting to capture key learnings and feedback for future maintenance improvements, e.g., disregarding team input, missing documentation, etc.
- Minimize the likelihood of compromising operational efficiency or safety due to incomplete restoration of work areas and systems, e.g., cluttered spaces, untested systems, etc.
Customer Success Statements (PJTBD)
- Complete all closing procedures and final checks, e.g., system resets, lockout/tagout removal, etc.
- Ensure all maintenance tools and equipment are accounted for and stored properly, e.g., inventory checks, tool audits, etc.
- Validate that all maintenance tasks are thoroughly completed, e.g., final inspections, sign-off sheets, etc.
- Document and file all maintenance records and reports, e.g., digital archiving, paperwork filing, etc.
- Communicate the completion of maintenance activities to relevant parties, e.g., team members, management, clients, etc.
- Clean and restore the maintenance work area to its original state, e.g., waste disposal, equipment sanitization, etc.
- Review and analyze the overall effectiveness of the maintenance activities, e.g., performance metrics, feedback sessions, etc.
- Plan for future maintenance activities based on current insights and outcomes, e.g., scheduling next sessions, updating maintenance plans, etc.
- Confirm the restoration of operational status to affected systems or machinery, e.g., functional tests, system reboots, etc.
- Conduct a debriefing session with the maintenance team to gather feedback and lessons learned, e.g., team meetings, feedback forms, etc.
- Update maintenance strategies or protocols based on recent activities, e.g., process improvements, best practice updates, etc.
- Assess the need for follow-up actions or additional maintenance tasks, e.g., monitoring for recurring issues, scheduling additional repairs, etc.
- Evaluate the impact of maintenance on equipment longevity and performance, e.g., wear and tear analysis, efficiency assessments, etc.
- Ensure compliance with all safety and regulatory standards in concluding maintenance tasks, e.g., hazard checks, compliance audits, etc.
- Reinstate any safety measures or protocols that were suspended during maintenance, e.g., reactivating alarms, resetting safety locks, etc.
- Avoid overlooking any incomplete or improperly executed maintenance tasks, e.g., skipped steps, rushed jobs, etc.
- Avoid misplacing or losing maintenance tools and equipment, e.g., unreturned items, inventory mismatches, etc.
- Avoid failure to properly communicate maintenance outcomes and future plans, e.g., unclear reports, missed updates, etc.
- Avoid neglecting to capture key learnings and feedback for future maintenance improvements, e.g., disregarding team input, missing documentation, etc.
- Avoid compromising operational efficiency or safety due to incomplete restoration of work areas and systems, e.g., cluttered spaces, untested systems, 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]