Balancing Measures

Exercise: Select the SMQDC category that best fits the objectives, goals, or metrics listed below:

One correct answer, each question you choose from objective, goal, or metric

Number of Injuries

Reduce Overtime by 25% by March

Reduce Backlog

Improve Quality Scores

Improve Safety

# of Missed Calls

In the next 90 days, improve on-time deliveries by 50%

Customer Survey Score

Percentage of rework

# of employee ideas implemented per month

Average cycle time

Reduce Costs

Answer Calls within 2 Rings

Reduce time spent processing payments to 2 hours per week in 60 days 

Zero Injuries in the next year

Have 2 Backups Trained per Job by July 

Reduce turnaround time

Reduce inventory

# of hours machine is down

Employee Turnover

Number of Near-misses Reported

$ spent on overtime

# of Ideas Requiring Escalation

Setup Time

By December, increase Score on Engagement Survey by 10%

Average processing time in minutes

Reduce scrap by 50% this year

Improve Employee Engagement

Inventory Turns

Number of Ideas to Prevent Injuries 

Exercise: Answer the following questions given the scenario below

Scenario: A restaurant manager has been asked to increase profits and has determined one easy way to increase profits would be to go from 6 servers to 2 servers by 8pm each night (after the nightly rush).  While there can sometimes be a rush of people that come towards close, the manager can pick up some of the slack if needed. 

What objective is the manager trying to accomplish?

What is the goal the manager has set?

What is the SMQDC category for the goal?

Choose all of the answers that apply to the following question:

What other SMQDC measures might be impacted by this goal?

What might be the impact of the manager’s goal on the customer?

What might be the impact of the manager’s goal on the staff?

Own the Gap: Write an example of a goal that had a negative impact due to a lack of dynamic tension. Are their currently goals like this in your organization?

If you were to explain the importance of having balanced goals to your team, what would you say?