Furthermore, we wouldn t want to arbitrarily set goals based upon numbers read in an industry magazine. Yes, and also by slicing that information to more closely approximate your own requirements, people can have more accurate targets. That s too narrow a focus. In the end, you really need to listen to your customers. The airline industry metric for on-time departures is a good example of what I mean.
Airlines measure on-time departure performance from the moment the plane pulls away from the gate.
Even though the plane may sit on the tarmac for two hours for traffic delays, the airline touts on-time departure. Maybe customers would prefer to wait inside the airport where it is more comfortable. So while the goal metric was met, the customers were highly dissatisfied. In this industry you need people with creativity, flexibility, and technical savvy. We re talking about a business that is focused not on technology, but on information and solutions for people.