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 review and validate the final decision against all requirements and objectives, e.g., technical specifications, budget alignment, etc.
- Minimize the time it takes to obtain necessary approvals from key decision-makers and stakeholders, e.g., management, finance department, etc.
- Minimize the time it takes to ensure all legal and contractual documents are thoroughly reviewed and finalized, e.g., contracts, licenses, etc.
- Minimize the time it takes to confirm funding and budget allocation for the purchase, e.g., financial approvals, budget adjustments, etc.
- Minimize the time it takes to communicate the final decision to all relevant parties, e.g., internal teams, the vendor, etc.
- Minimize the time it takes to prepare for the implementation of the selected solution, e.g., scheduling, resource planning, etc.
- Minimize the time it takes to develop a transition plan for integrating the new solution, e.g., phasing out old systems, training, etc.
- Minimize the time it takes to document and archive the decision-making process and rationale, e.g., meeting minutes, decision criteria, etc.
- Minimize the time it takes to set up post-purchase support and service agreements, e.g., maintenance plans, customer support, etc.
- Minimize the time it takes to establish metrics for evaluating the success of the purchase, e.g., performance indicators, ROI analysis, etc.
- Minimize the time it takes to plan for future assessments and reviews of the solution's performance, e.g., periodic evaluations, feedback sessions, etc.
- Minimize the time it takes to coordinate with vendors for delivery and installation of the solution, e.g., logistics planning, on-site setup, etc.
- Minimize the time it takes to ensure compliance with all relevant policies and regulations in the purchase process, e.g., procurement policies, compliance standards, etc.
- Minimize the time it takes to address any last-minute concerns or issues before finalizing the purchase, e.g., contract clarifications, negotiation points, etc.
- Minimize the time it takes to finalize any pending negotiations or discussions with the vendor, e.g., price adjustments, additional terms, etc.
- Minimize the likelihood of overlooking important details or errors in the final agreement, e.g., typos, omitted clauses, etc.
- Minimize the likelihood of failing to secure adequate support and maintenance post-purchase, e.g., service level agreements, warranty terms, etc.
- Minimize the likelihood of misalignment between the purchased solution and business goals or strategies, e.g., mismatched capabilities, scalability issues, etc.
- Minimize the likelihood of budget overruns or financial discrepancies in the purchase process, e.g., unexpected costs, accounting errors, etc.
- Minimize the time it takes to officially authorize and execute the purchase transaction, e.g., signing contracts, processing payments, etc.
Customer Success Statements (PJTBD)
- Review and validate the final decision against all requirements and objectives, e.g., technical specifications, budget alignment, etc.
- Obtain necessary approvals from key decision-makers and stakeholders, e.g., management, finance department, etc.
- Ensure all legal and contractual documents are thoroughly reviewed and finalized, e.g., contracts, licenses, etc.
- Confirm funding and budget allocation for the purchase, e.g., financial approvals, budget adjustments, etc.
- Communicate the final decision to all relevant parties, e.g., internal teams, the vendor, etc.
- Prepare for the implementation of the selected solution, e.g., scheduling, resource planning, etc.
- Develop a transition plan for integrating the new solution, e.g., phasing out old systems, training, etc.
- Document and archive the decision-making process and rationale, e.g., meeting minutes, decision criteria, etc.
- Set up post-purchase support and service agreements, e.g., maintenance plans, customer support, etc.
- Establish metrics for evaluating the success of the purchase, e.g., performance indicators, ROI analysis, etc.
- Plan for future assessments and reviews of the solution's performance, e.g., periodic evaluations, feedback sessions, etc.
- Coordinate with vendors for delivery and installation of the solution, e.g., logistics planning, on-site setup, etc.
- Ensure compliance with all relevant policies and regulations in the purchase process, e.g., procurement policies, compliance standards, etc.
- Address any last-minute concerns or issues before finalizing the purchase, e.g., contract clarifications, negotiation points, etc.
- Finalize any pending negotiations or discussions with the vendor, e.g., price adjustments, additional terms, etc.
- Overlooking important details or errors in the final agreement, e.g., typos, omitted clauses, etc.
- Failing to secure adequate support and maintenance post-purchase, e.g., service level agreements, warranty terms, etc.
- Avoid misalignment between the purchased solution and business goals or strategies, e.g., mismatched capabilities, scalability issues, etc.
- Avoid budget overruns or financial discrepancies in the purchase process, e.g., unexpected costs, accounting errors, etc.
- Officially authorize and execute the purchase transaction, e.g., signing contracts, processing payments, 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]