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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 complete each maintenance task, e.g., lubricating parts, replacing components, etc.
- Minimize the time it takes to ensure precision in task execution, e.g., accurate measurements, correct alignment, etc.
- Minimize the time it takes to verify that each task meets specified standards, e.g., torque settings, pressure levels, etc.
- Minimize the time it takes to document the completion and details of maintenance tasks, e.g., service logs, task checklists, etc.
- Minimize the time it takes to coordinate tasks among team members, e.g., assigning roles, scheduling work, etc.
- Minimize the time it takes to troubleshoot and resolve unexpected issues during maintenance, e.g., parts malfunction, tool failure, etc.
- Minimize the time it takes to confirm the functionality of equipment after maintenance, e.g., operational tests, performance checks, etc.
- Minimize the time it takes to clean and restore the work area after task completion, e.g., disposing of waste, storing tools, etc.
- Minimize the time it takes to communicate task progress and completion to relevant stakeholders, e.g., supervisors, clients, etc.
- Minimize the time it takes to update maintenance records and inventory following task execution, e.g., parts used, hours logged, etc.
- Minimize the time it takes to ensure compliance with safety protocols during task performance, e.g., lockout/tagout procedures, personal protective equipment use, etc.
- Minimize the time it takes to evaluate the quality of completed maintenance tasks, e.g., inspection checklists, quality control metrics, etc.
- Minimize the time it takes to gather feedback on maintenance effectiveness from end-users or operators, e.g., user satisfaction surveys, performance reports, etc.
- Minimize the time it takes to integrate new or updated maintenance techniques and tools into tasks, e.g., adopting latest best practices, using advanced equipment, etc.
- Minimize the time it takes to coordinate with external vendors or specialists for complex tasks, e.g., outsourcing specialized repairs, consulting experts, etc.
- Minimize the likelihood of recurring issues due to incomplete or improper maintenance, e.g., overlooked defects, hasty repairs, etc.
- Minimize the likelihood of maintenance-related accidents or injuries, e.g., improper tool use, neglecting safety measures, etc.
- Minimize the likelihood of extended downtime due to inefficient maintenance processes, e.g., prolonged repairs, waiting for parts, etc.
- Minimize the likelihood of exceeding maintenance budget due to unanticipated complications, e.g., additional part replacements, overtime labor, etc.
- Minimize the likelihood of non-adherence to regulatory or industry maintenance standards, e.g., compliance violations, certification lapses, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Complete each maintenance task, e.g., lubricating parts, replacing components, etc.
- Ensure precision in task execution, e.g., accurate measurements, correct alignment, etc.
- Verify that each task meets specified standards, e.g., torque settings, pressure levels, etc.
- Document the completion and details of maintenance tasks, e.g., service logs, task checklists, etc.
- Coordinate tasks among team members, e.g., assigning roles, scheduling work, etc.
- Troubleshoot and resolve unexpected issues during maintenance, e.g., parts malfunction, tool failure, etc.
- Confirm the functionality of equipment after maintenance, e.g., operational tests, performance checks, etc.
- Clean and restore the work area after task completion, e.g., disposing of waste, storing tools, etc.
- Communicate task progress and completion to relevant stakeholders, e.g., supervisors, clients, etc.
- Update maintenance records and inventory following task execution, e.g., parts used, hours logged, etc.
- Ensure compliance with safety protocols during task performance, e.g., lockout/tagout procedures, personal protective equipment use, etc.
- Evaluate the quality of completed maintenance tasks, e.g., inspection checklists, quality control metrics, etc.
- Gather feedback on maintenance effectiveness from end-users or operators, e.g., user satisfaction surveys, performance reports, etc.
- Integrate new or updated maintenance techniques and tools into tasks, e.g., adopting latest best practices, using advanced equipment, etc.
- Coordinate with external vendors or specialists for complex tasks, e.g., outsourcing specialized repairs, consulting experts, etc.
- Avoid recurring issues due to incomplete or improper maintenance, e.g., overlooked defects, hasty repairs, etc.
- Avoid maintenance-related accidents or injuries, e.g., improper tool use, neglecting safety measures, etc.
- Avoid extended downtime due to inefficient maintenance processes, e.g., prolonged repairs, waiting for parts, etc.
- Avoid exceeding maintenance budget due to unanticipated complications, e.g., additional part replacements, overtime labor, etc.
- Avoid non-adherence to regulatory or industry maintenance standards, e.g., compliance violations, certification lapses, 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]