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Hearing such as:-"We're increasing our turnover by 14% year to date""Our customer complaints are now less than 4% or our transactions"...might sound like music to your ears, but that's just the time you need to be very careful.A regular measurement of where you are as your organisation, not depending on some of the easy-to-fake figures, might just make the difference in how well you are doing now, and into the future.Try these quality statements and set up a mechanism whereby you review them monthly - yes, that's right, monthly. This needs to be thorough and objective. And maybe even the scores made by a cross- section of your people in all areas of your business - then you get objectivity and a true picture of how you are scoring. It is a great activity to score each of these out of 10, make a tracker month by month and each time you review, ask yourself the question:-"What would we need to do to move our score up by 3 points"Do it point by point and then, after you have that 3-point question, work out a monthly action plan, so that step-by-step, you gradually improve. (Note:- If you are too near a score out of 10 to have three points to go - upgrade your statement!).Then and only then will your improvement be sustainable and you can reset the questions over time to a higher standard. 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Involve many of your them in monitoring, finding solutions and taking accountability for change, where needed and your business, your people and you will thrive.One final point. Starting is good, being able to demonstrate your success in 12 months is another thing - as is still doing this review at that time.
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