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)
- Minimize the time it takes to finalize and sign all purchasing agreements and contracts, e.g., vendor contracts, service agreements, etc.
- Minimize the time it takes to process and authorize the payment for the purchase, e.g., invoice approvals, financial transactions, etc.
- Minimize the time it takes to coordinate logistics for the delivery and installation of the purchased solution, e.g., shipping schedules, installation dates, etc.
- Minimize the time it takes to communicate the execution of the purchase to all relevant internal teams, e.g., finance, IT, operations, etc.
- Minimize the time it takes to set up training and onboarding for the new solution, e.g., user manuals, training sessions, etc.
- Minimize the time it takes to ensure that all compliance and regulatory requirements are met during the execution phase, e.g., safety standards, legal obligations, etc.
- Minimize the time it takes to establish post-purchase evaluation and feedback mechanisms, e.g., performance tracking, user feedback, etc.
- Minimize the time it takes to prepare and implement a support and maintenance plan for the new solution, e.g., technical support, warranty services, etc.
- Minimize the time it takes to update all relevant records and systems with purchase details, e.g., asset management systems, financial records, etc.
- Minimize the time it takes to integrate the new solution into existing workflows and processes, e.g., software integration, process re-engineering, etc.
- Minimize the time it takes to confirm the readiness of the infrastructure to support the new solution, e.g., network capacity, hardware compatibility, etc.
- Minimize the time it takes to coordinate with external stakeholders, such as suppliers or partners, related to the purchase, e.g., third-party vendors, consultants, etc.
- Minimize the time it takes to monitor the initial performance and functionality of the new solution, e.g., quality checks, system testing, etc.
- Minimize the time it takes to address any initial challenges or issues with the new solution immediately after purchase, e.g., technical glitches, user errors, etc.
- Minimize the time it takes to develop a contingency plan for potential issues during the execution of the purchase, e.g., delivery delays, product shortages, etc.
- Minimize the likelihood of delays in receiving the purchased solution due to logistical or administrative issues, e.g., shipping problems, customs clearance, etc.
- Minimize the likelihood of errors in the execution process, such as incorrect orders or payment issues, e.g., order mismatches, transaction errors, etc.
- Minimize the likelihood of overlooking critical steps in the purchase execution process, e.g., missing documentation, unmet compliance standards, etc.
- Minimize the likelihood of unexpected costs arising during the execution phase, e.g., additional fees, unforeseen expenses, etc.
- Minimize the time it takes to achieve full operational capability with the new solution, e.g., system integration, full deployment, etc.
Customer Success Statements (PJTBD)
- Finalize and sign all purchasing agreements and contracts, e.g., vendor contracts, service agreements, etc.
- Process and authorize the payment for the purchase, e.g., invoice approvals, financial transactions, etc.
- Coordinate logistics for the delivery and installation of the purchased solution, e.g., shipping schedules, installation dates, etc.
- Communicate the execution of the purchase to all relevant internal teams, e.g., finance, IT, operations, etc.
- Set up training and onboarding for the new solution, e.g., user manuals, training sessions, etc.
- Ensure that all compliance and regulatory requirements are met during the execution phase, e.g., safety standards, legal obligations, etc.
- Establish post-purchase evaluation and feedback mechanisms, e.g., performance tracking, user feedback, etc.
- Prepare and implement a support and maintenance plan for the new solution, e.g., technical support, warranty services, etc.
- Update all relevant records and systems with purchase details, e.g., asset management systems, financial records, etc.
- Integrate the new solution into existing workflows and processes, e.g., software integration, process re-engineering, etc.
- Confirm the readiness of the infrastructure to support the new solution, e.g., network capacity, hardware compatibility, etc.
- Coordinate with external stakeholders related to the purchase, e.g., third-party vendors, consultants, etc.
- Monitor the initial performance and functionality of the new solution, e.g., quality checks, system testing, etc.
- Address any initial challenges or issues with the new solution immediately after purchase, e.g., technical glitches, user errors, etc.
- Develop a contingency plan for potential issues during the execution of the purchase, e.g., delivery delays, product shortages, etc.
- Avoid delays in receiving the purchased solution due to logistical or administrative issues, e.g., shipping problems, customs clearance, etc.
- Avoid errors in the execution process, such as incorrect orders or payment issues, e.g., order mismatches, transaction errors, etc.
- Avoid overlooking critical steps in the purchase execution process, e.g., missing documentation, unmet compliance standards, etc.
- Avoid unexpected costs arising during the execution phase, e.g., additional fees, unforeseen expenses, etc.
- Achieve full operational capability with the new solution, e.g., system integration, full deployment, 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]