This short video from McKinsey & Company suggests that defining key metrics along the ENTIRE company value stream from pre-order to post-delivery customer interactions can dramatically improve company performance. Having common metrics for the entire customer value stream reduces the inefficiencies and organizational friction that occur when corporate goals are established, but individual departments set and then optimize to their own functional silo metrics. That is, common corporate value stream metrics are as important as common corporate goals.
– Bob Kosobucki, P.E. – Consultant, Insyte Consulting
Bob Kosobucki, a member of the Insyte team since 2003, specializes in helping companies strategize, plan and implement revenue growth. His experience includes VP positions in domestic and international sales and marketing, business unit management, engineering and operations with private, public and start-up companies in Silicon Valley, Austin, Dallas and Rochester. He is a licensed Professional Engineer and earned a BSEE from Cornell University and an MBA from the University of Michigan.