3 Posts found for Author: Mark Graham Brown

Leading companies like FedEx and others have found that a daily metric that tracks occurrence of errors that frustrate customers can be a simple and easy way of measuring and predicting when a customer might leave and never come back. By holding focus groups with customers from a variety of industries and locations, FedEx gathered a long list of things the company had done to … [ Read more ]

Author: Mark Graham Brown | Source: “The Customer Aggravation Index: Predicting Customer Loyalty Without Surveys” | Original Publication: Business Finance | Subjects: Customer-Related, Management

The creeping problem of administrative BS, committees, teams, projects and three-letter management programs all seemed important and necessary when they were initiated. And individually, each of these programs or activities appears important and valuable. However, as organizations get older and more successful, they see the need for more and more of this stuff that was just not necessary in the early lean years. There was … [ Read more ]

Author: Mark Graham Brown | Source: “How to Avoid Corporate Middle-Age Spread” | Original Publication: Business Finance | Subject: Management

Measuring recurring work like processing transactions or manufacturing parts is different than measuring projects where each one is somewhat different. Sometimes, everything an organization does would be classified as a project. Because each project is slightly different, some organizations have developed a Project Management Index that includes the following submeasures: budget/cost performance, schedule/milestones met, quality/performance and innovation. At the start of each project, the four … [ Read more ]

Author: Mark Graham Brown | Source: “9 Magic Metrics Your Organization Needs to Adopt” | Original Publication: Business Finance | Subject: Project Management