CX Centric - Customer Experience Consultancy

Focusing on Measurement and Performance enables an organization to understand how profitable its efforts are, as well as the value it delivers to its customers and other stakeholders. It is important to have a clear picture of how your organization is currently performing, both from an internal/operational perspective, as well as from the customer’s perspective. As we improve the Customer Experience it is important to ensure that your organization and its customers are reaping the benefits of these changes and to ensure that these changes drive business growth.

Can be used for compensation, stimulating improvement, and decision making relating to employees (such as promotion, transfer, dismissal, or separation from service)
Staff development
Identifying the areas that need attention
Enhancing motivation within employees
Improving communications and strengthening accountability
Shows how effectively the organization uses its resources
Identify opportunities for ongoing improvement
Identify whether an organization is “winning” or “losing”
Assists in setting goals and monitoring trends
Provide the inputs for analyzing the sources of errors or underperformance

REFERENCES

de Waal, A., A. (2010). Performance-driven behavior is the key to improved organizational performance. Measuring Business Excellence, 14(1), 79-95.
Farris, J. A., van Aken, E., M., Letens, G., Chearksul, P., & Coleman, G. (2011). Improving the performance review process. International Journal of Operations & Production Management, 31(4), 376-404.
Goh, S. C. (2012). Making performance measurement systems more effective in public sector organizations. Measuring Business Excellence, 16(1), 31-42.
Ku, S., & Kim, C. (2020). Development of a model for maintenance performance measurement: A case study of a gas terminal. Journal of Quality in Maintenance Engineering, 26(1), 69-86.
Secundo, G., & Elia, G. (2014). A performance measurement system for academic entrepreneurship: A case study. Measuring Business Excellence, 18(3), 23-37.
Yaghoobi, T., & Haddadi, F. (2016). Organizational performance measurement by a framework integrating BSC and AHP. International Journal of Productivity and Performance Management, 65(7), 959-976.
Voordt, T. J. v. d., & Per, A. J. (2018). Measurement and benchmarking of workplace performance: Key issues in value-adding management. Journal of Corporate Real Estate, 20(3), 177-195.

Measurement and Perforemance.

Part of the CX Centric Customer Centricity Maturity Model

WHAT ARE MEASUREMENT AND PERFORMANCE?

Three Dimensions of Measurement and Performance

CUSTOMER-CENTRIC KPI ALIGNMENT

MEASURE AND REPORT

TAKE ACTION

WHY ARE MEASUREMENT AND PERFORMANCE IMPORTANT?

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REFERENCES

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