Learn how to clarify who is responsible for results you track. Specify the metrics that should be team goals, and those that should be aligned with individual performance.
- An insurance company was eager…to improve customer experience.…They knew what was frustrating their customers.…But customer satisfaction scores were stuck,…they weren't moving in the right direction.…After speaking with their associates,…I observed that everyone was being held responsible…for customer experience at a general level,…but it wasn't clear how they were expected…to support the metric or who was responsible…for specific aspects of it.…It's a bit like playing beach volleyball…with a lot of people on both sides of the net.…
Without clear assignments, the ball…too often drops right in the middle of a team.…This organization needed to employ…what's often called a responsibility…assignment matrix, or RAM.…One popular and reliable responsibility assignment matrix…is known as RACI, R-A-C-I.…It's been used since the early days…of NASA, the space program, where…it became a well-established practice.…RACI's an acronym that identifies…who's responsible, who's accountable,…who's consulted, and who's informed.…
We have included an example as well…
This course covers, in a step-by-step fashion, why metrics are important, which metrics matter the most, how to interpret results, and examples of how successful organizations leverage metrics to improve decisions and performance. Whether your service operation includes face-to-face services, contact centers, social media, self-service, or any combination, this course provides practical know-how, real-life examples, and guidance for implementing and using the right metrics and establishing meaningful goals.
- Identifying customer expectations
- Avoiding pitfalls
- Essential metrics for the service operation
- Identifying alternatives for measuring engagement
- Engaging support that drives the right behaviors
- Key areas of focus for individuals
- Assessing service interactions
- Calibration and coaching
- Clarifying responsibilities