Each of the individual metrics appears to capture the
chaos embedded in the relationship between the customer and the company. So
when each of the metrics is carefully examined, it appears to be possible to gain insight into how well the metric works. More importantly, it becomes possible to see where
the metric identifies aspects of the elephant, even though that metric is known
to contain errors; either in the metric itself or the variation in the shape of
the elephant.
A
fact: all measurements contain errors.
Hence when all these metrics are combined, the shape
of the elephant becomes more difficult to visualize and understand. One of the reasons for this lack of
visibility describing the elephant is that each of the metrics may contain
different forms of measurement error which may pose a challenge to
understanding the impact of each error. While it would be convenient and yield
better understanding to know all aspects of the elephant, the real objective
for these measurements previously described, is to increase the understanding
between the customer and the company.
A
fact: it is not necessary to have a perfect vision of the elephant
The real value is knowing how well the processes that
are being used by the company to provide its products and services to the
customer are performing. If the processes are perfect and there are no errors
in the implementation of the processes, the company has delivered what it
believes to be the best way of improving relationships with the customer. There are two ways in which the company can
fail to maximize its relationship with the customer.
The two ways it can fail are:
1. 1. Unable to deliver
the products and services perfectly with no error
2. 2. Unable to provide
the best products and services.
This information noted above provides some of the key
objectives for managers and executives; namely, managers must constantly assure
the processes continue to be provided errorless, and executives must constantly
review the products and processes to ensure that each one meets and hopefully
exceeds the expectations of the customer.
However, there one aspect that has not been considered; namely, the customer. Only those aspects of the customer that has an active connection with the company have been considered. BUT, is there more?
The picture is not complete. The metric needs further definition.
However, there one aspect that has not been considered; namely, the customer. Only those aspects of the customer that has an active connection with the company have been considered. BUT, is there more?
The picture is not complete. The metric needs further definition.
Part 3 What is the metric?
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