ABSTRACT
Monitoring performance of a business process is challenging because each service is unique. Performance metrics need to be coupled with customer survey questions so that performance and satisfaction are accounted for. Although mistakes are usually not the fault of employees, they need to be tracked along with close calls. Performance metrics need to be aligned with customer desires. They are derived from the multiple ways in which a typical customer defines value, called dimensions of performance. When effective, metrics help managers precisely evaluate performance relative to all facets important to customers. For each dimension of performance: (a) an internally-derived performance metric, (b) the tabulation of mistakes, complaints, and near misses, and (c) an externally-derived customer satisfaction result should be in place. Customer satisfaction surveys should measure how performance is perceived by customers, which is affected by their expectations. A question should exist for each performance dimension, but the survey should not take long to complete.
