What is under the ‘tip of the iceberg’
A key principle is to ensure data or Key Performance Indicators are visible to all.
This helps to ensures everyone in the team knows when things are going well and also when things are starting to go in the wrong direction. By helping the team to develop and implement the correct indicators not only helps to create visibility but also helps ensure everyone is bought into the idea of measure ensuring they will focus on maintaining good service to the customer.
Transparency of the data, focused on value added, means everyone involved trusts the data implicitly without any need to ‘interpret’ the data which all too often leads to poor or even the wrong decisions being made.
What is your Process Sigma?