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ChangingMinds Blog! > Blog Archive > 30-Mar-12

 


Friday 30-March-12

Managing and measuring

I was involved a little while ago in completing a business activity that involved a number of people across the organisation. Initially it was chaos as everyone was doing their own thing that resulted in such bloopers as customers getting conflicting messages.. A reason for this was because nobody realized that others' work intersected with their own.

It was, of course, a case of 'out of sight, out of mind'. I had been asked to do some metrics, so I asked everyone about their process and got them to provide me with a spreadsheet showing where they were with each action. I merged these into a common format, cross-correlated them, and bingo! We had a visual display of what was going on and where people were colliding. Also, having mapped measurement along the process we could now see flows and bottlenecks.

There's an old saying 'what you can't see, you can't manage'. There's also a related one: 'What you don't measure you can't manage'. You could also add 'What you can map and measure you can communicate.' And communication, of course, is at the heart of good management.


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