Balance of outcomes is really important
The focus on one outcome might drive behaviours that might present long term danger
Tips
Getting the balance of outcomes.
Short Term
Don't achieve short term outcomes with actions that hurt the long term.
Long Term
Critically plan quality outcomes for the long term: Customer, Delivery, Staff Engagement & Revenue.
Customer's Shoes
Build the quality outcomes as though you were in your customers shoes.
Genuine Values
Ensure organisational values mean something to everybody and people will want to work to them.
Employee's Shoes
From the Ivory Tower give your teams a chance to build the balance from their perspective too.
Behaviour
Leaders act as role models, roll their sleeves up, connect with the work force and promote the balanced approach.
Cash is king they say. It is undeniable that businesses need cash and revenue to survive. However, if you work in an organisation that appears to chase revenue from month to month and year to year it could feel exhausting.
The focus of the money chase ensures that the concentration on other aspects of the business are neglected and long term success isn’t based on revenue alone.
No matter what business you can identify in general there are (arguably) 3 common aspects that will assure that the all important revenue and cash are obtained.
This “balanced scorecard” approach is fundamental and generally includes:-
a) Customer Engagement and Satisfaction
b) Professional Delivery
c) Staff Engagement
d) Financial Performance
However, Financial Performance in a balanced approach is a result (a consequence) of the other 3 and can be represented the following:
Customer Satisfaction
+
professional delivery
+
staff engagement
=
Financial Performance
In short, organisational strategies should take a long term view. If you have great customer service, great delivery and your staff are fully engaged then the finances will look after themselves. Who wouldn’t want to work with an organisation that has that kind of performance.
