Metrics should help us answer two questions:
“Is this strategy being executed?”
During a Big Picture implementation, we assemble Strategy-Integrated Metrics (SIMs) to take the strategic imperatives to the lowest levels of the organization. We research the customer experience as a roadmap to extrapolating from the customer to the internal functions involved in execution. We then redesign the customer experience to design new operational priorities and metrics.
“Is the strategy helping me achieve the business objective goal?”
We then go well beyond backward-looking financial indicators of strategic performance to identify the critical relationships between customer attitudes and the behaviors necessary to drive the firm’s financial results. We set evaluation metrics to understand our relative success in this effort.
