Assess the Need for Metrics

Gain Commitment to the Metrics Initiative

Develop Metrics Implementation Strategy

Communicate the Metrics Vision

Organizations should establish the business need for metrics implementation. This may be accomplished by:

•  Surveying the metrics programs of comparable jurisdictions.

•  Cataloguing the business cases of each jurisdiction where metrics are in use.

•  Evaluating the business results and lessons learned by implementing metrics.

Organizations should concentrate first on securing key management commitment to the initiative. To accomplish this, the change operatives must:

•  Ensure senior-level management is visible to all employees at the beginning and during the implementation.

•  Develop change champions and leaders who are prepared to make decisions to implement metrics.

•  Create a metrics transition team to drive the implementation.

Implementation strategy elements should include:

•  Establishing a consistent working relationship between top management and the metrics implementation team

•  Developing an implementation plan that specifies actions, accountabilities, timelines and expected outcomes

•  Creating a channel for employee input on plan modifications.

The action steps listed below will enhance the adoption of metrics:

•  Use all available communication channels to communicate the metrics vision

•  Check for understanding to ensure all employees understand the reasons for implementing metrics, the benefits to them and the organization, as well as how metrics will make work easier, increase accountability, build professional pride, etc.

Key Considerations:

Key Considerations

Key Considerations

Key Considerations

•  What are the deficiencies in the current system/process caused by lack of or inadequate metrics?

•  How will a metrics implementation initiative address these deficiencies?

•  What are the resources necessary to implement metrics at the level desired by the organization?

•  Is the business case for metrics strong enough to convince senior management and our most influential stakeholders that this initiative makes sense?

•  Have we communicated well enough our intentions to the affected employees in the organization?

•  Have we chosen appropriate people for the metrics transition team?

•  Have we created a compelling change vision?

•  Is the vision flexible (able to be adapted to the circumstance)?

•  Does the implementation plan have all the elements so that we can readily discern if we are on track?

•  Have we considered a metrics pilot? If so, have we identified the group that would do the best job of implementation and feedback?

•  Does the organization have a communication plan that includes the message, schedule, and the evolution of the message over time?

•  Is the organization committed to timely and appropriate communication regarding the status of the implementation and any inquiries about it?

•  Does the communication have a periodic senior management communication element?

Example

•  Assess how close we are to the standards we have set.

Example

•  Present the business case for organizational improvement through implementing metrics.

Example

•  Establish a plan with initial milestones.

Example

•  Publish executive-level communications sharing the vision of implementing metrics.

Empower Broad-based Action/ Create a Metrics Infrastructure

Reinforce Short-Term Successes

Refine Implementation to Introduce More Strategic Metrics

Institutionalize Metrics In the Organizational Culture

Organizations must have access to tools and technology that enable them to make the critical decisions necessary to support metrics implementation:

•  Leverage technology to decrease the administrative burden of tracking metrics

•  Streamline processes that do not support metrics implementation

•  Reward risk-taking and innovative solutions

•  Address employees' socio-emotional needs

To build momentum, organizations should capitalize on the short-term successes achieved early in the implementation. Leaders should be mindful of the following points:

•  Leaders must be visible throughout the process much like a beacon guides ships to shore.

•  Leaders must reinforce the desirable behaviors and results so that people are clear on what is being rewarded.

•  Create success stories that illustrate expectations

As the implementation matures, organizations should focus on process improvement. Remember the following considerations:

•  Add new people (hire, promote, etc.) who have consonant values with the change vision as well as the energy and commitment to follow through.

•  Refine processes and apply the learnings to others parts of the organization.

Apply metrics to a wide range of business processes. Your goals are to:

•  Clarify the usefulness of using metrics to report how well the organization is achieving results.

•  Improve service delivery by reinforcing customer orientation, leadership, as well as results-focused management.

Key Considerations

Key Considerations

Key Considerations

Key Considerations

•  Have we clearly delineated roles, responsibilities and rewards for implementing metrics?

•  Has the organization deployed enough appropriate resources to implement metrics at the desired level?

•  Have the employees been trained to operate the systems used to implement metrics?

•  Do we regularly publish successes to make the point?

•  Do we regularly reward those who demonstrate the results and the desired behavior to support the implementation?

•  Have we communicated to high interest/high power stakeholders the positive short-term results?

•  At a minimum, are we tracking the high impact metrics?

•  Are we gathering employee feedback to improve implementation effectiveness?

•  Have we identified improvement opportunity areas in the implementation and acted upon them?

•  Are we ensuring the positive impacts are enduring?

•  Have we drawn a clear line of sight between the implementation and improved organizational performance?

•  Have we conducted an evaluation of the implementation's effectiveness?

Example

•  Provide orientation and training sessions to prepare all employees on their implementation roles.

Example

•  Make awards at staff meetings for those employees demonstrating the desired results and behavior.

Example

•  Conduct an employee survey to assess the implementation's success. Address any identified barriers and obstacles.

Example

•  Evaluate the extent to which metrics have improved business results. Identify cause and effect between metrics and results.