. For instance, Ann’s management team must set policy on working conditions, pay, organization culture, and so on for employees. What should guide these decisions? And how will Ann know if the decisions are progressing the organization? How will she measure this?
This came as a surprisingly fresh approach to the group and required them to think more deeply. After some discussion, we got this: “To get members to borrow more and to get potential members to become members.” I explained how I call this aI then led Stuart’s group to the second step, which is to convert this behavioral outcome to anThis usually starts with “to increase” or “to decrease.
The advantage of this is that Stuart and his team now have a stakeholder-oriented objective for members that can be measured. Stuart can measure the total revenue generated by new and existing members; the number of new and existing members; and the bank’s percentage of market share. Any strategies aimed at creating competitive advantage — around, for example, product range, customer service, and pricing — can be evaluated using these hard results.