For example, in a customer service department, the best measure to focus on is not the number of calls a customer service rep can take in an eight-hour day, but the number of customers who have received a satisfactory resolution of their problem. See Figure 2 for examples of measures for two different areas of accountability. Once a set of effective, meaningful measures has been established, it is time to set goals. Goals will specify the level of performance to be achieved in each area of accountability. Minimum performance standards which outline the lowest acceptable level of team performance may be set.
Goals help to establish the team's desired level of performance over a specified period of time.
Effective goals must meet several criteria. For examples of goals for several measures, see Figure 2. Establish a Solid Feedback System Feedback is information on performance that is provided to the team that tells them how they are performing - whether or not they are on target. The feedback system provides details about how the team will receive and use the performance data it needs to track its progress. Details such as how the information will be gathered, how often feedback will be available, who will receive the data, how the information will be used both in the short term for possible frantic recoveries, and in the long term for problem solving and continuous process improvement.