/w=256,quality=90,fit=scale-down)
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 track the status of the repair, e.g., through automated updates, direct communication, etc.
- Minimize the time it takes to identify any delays in the repair process, e.g., parts availability, technician scheduling, etc.
- Minimize the time it takes to communicate with the service provider, e.g., email, phone calls, messaging apps, etc.
- Minimize the time it takes to adjust plans based on repair progress updates, e.g., rescheduling work, reallocating resources, etc.
- Minimize the time it takes to gather and analyze data on repair efficiency, e.g., time to completion, number of issues resolved, etc.
- Minimize the time it takes to report repair progress to stakeholders, e.g., management, team members, clients, etc.
- Minimize the time it takes to verify the quality of the repair work, e.g., through testing, user feedback, inspection, etc.
- Minimize the time it takes to identify and address any post-repair issues, e.g., unresolved problems, new defects, etc.
- Minimize the time it takes to update repair records and documentation, e.g., service reports, warranty information, etc.
- Minimize the time it takes to coordinate follow-up actions if needed, e.g., additional repairs, maintenance schedules, etc.
- Minimize the time it takes to evaluate the service provider's performance, e.g., timeliness, communication, quality of work, etc.
- Minimize the time it takes to make decisions based on repair progress, e.g., extending deadlines, adjusting budgets, etc.
- Minimize the time it takes to integrate repair updates into project management tools, e.g., Gantt charts, dashboards, etc.
- Minimize the time it takes to communicate repair progress internally, e.g., team meetings, internal reports, etc.
- Minimize the time it takes to assess the impact of repair delays on overall project timelines, e.g., critical path analysis, etc.
- Minimize the time it takes to plan for contingencies in case of significant repair delays, e.g., alternative solutions, temporary fixes, etc.
- Minimize the time it takes to ensure all relevant parties are informed of repair status, e.g., suppliers, partners, etc.
- Minimize the time it takes to monitor the availability of replacement parts or tools, e.g., inventory levels, lead times, etc.
- Minimize the time it takes to schedule post-repair testing or validation activities, e.g., operational checks, safety inspections, etc.
- Minimize the time it takes to finalize and close the repair case, e.g., signing off on work, processing payments, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Track the status of the repair, e.g., through automated updates, direct communication, etc.
- Identify any delays in the repair process, e.g., parts availability, technician scheduling, etc.
- Communicate with the service provider, e.g., email, phone calls, messaging apps, etc.
- Adjust plans based on repair progress updates, e.g., rescheduling work, reallocating resources, etc.
- Gather and analyze data on repair efficiency, e.g., time to completion, number of issues resolved, etc.
- Report repair progress to stakeholders, e.g., management, team members, clients, etc.
- Verify the quality of the repair work, e.g., through testing, user feedback, inspection, etc.
- Identify and address any post-repair issues, e.g., unresolved problems, new defects, etc.
- Update repair records and documentation, e.g., service reports, warranty information, etc.
- Coordinate follow-up actions if needed, e.g., additional repairs, maintenance schedules, etc.
- Evaluate the service provider's performance, e.g., timeliness, communication, quality of work, etc.
- Make decisions based on repair progress, e.g., extending deadlines, adjusting budgets, etc.
- Integrate repair updates into project management tools, e.g., Gantt charts, dashboards, etc.
- Communicate repair progress internally, e.g., team meetings, internal reports, etc.
- Assess the impact of repair delays on overall project timelines, e.g., critical path analysis, etc.
- Plan for contingencies in case of significant repair delays, e.g., alternative solutions, temporary fixes, etc.
- Ensure all relevant parties are informed of repair status, e.g., suppliers, partners, etc.
- Monitor the availability of replacement parts or tools, e.g., inventory levels, lead times, etc.
- Schedule post-repair testing or validation activities, e.g., operational checks, safety inspections, etc.
- Finalize and close the repair case, e.g., signing off on work, 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]