An excerpt from Chapter 16 of Change is Good…You Go First:
Here are just a few examples on what could be measured to track your progress:
What percentage of phone calls are being answered on the first, second, or third ring?
What percentage of orders are being processed, and shipped, on the same day, the second day, or the third day?
What percentage of orders have products that are back ordered?
In your customer satisfaction surveys, what percentage of your customers are giving your service an excellent rating, a good rating, a fair rating, etc...?
The answers to all of these questions will give you the answer to that question which everyone is looking for in times of change...
Are we making progress toward our goal?
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