CoDestiny

How To Avoid Becoming The Subject Of An Implementation Horror Story

Monday, November 08, 2010 - Permalink
Avoiding being the subject of a “horror story” told by a customer is high on the priority list of most businesses.  Our research has found that the vast majority of horror stories involve failures in implementation.

One of the ways we’ve seen firms avoid this situation is an explicit process through which they and their customers agree on performance scorecards, defining the metrics that matter and the achievement levels that are considered to be appropriate targets.  While some exceptions exist, we’ve found over and over that reasonable agreement can be reached on both the metrics and the targets.

There are two major advantages of doing this.  First is avoiding after-the-fact charges of unacceptable performance.  When the targets are clear and known, that type of finger pointing is eliminated.  Second and more important, well-understood targets allow the supplier’s management team to take the actions needed to meet the targets, including corrective actions if their firm isn’t hitting targets that they had previously agreed to as reasonable.

No firm should ever be surprised to hear it was the subject of a horror story told by a customer.

Click here to contribute to the discussion.
Comments
Post has no comments.
Post a Comment




Captcha Image


Join The Discussion


To view and join the discussion, click the links that say “Click here to contribute to the discussion.”

Send us your success story



"Too often growth initiatives miss their targets for lack of well-defined strategies and plans that bring an idea to fruition. CoDestiny outlines a thorough approach, with many real world examples, that clearly increases the odds of successfully creating value for your customer chains. An excellent read for anyone looking to capitalize on growth for their business."

Bill Reitman, Senior Vice President, Sales and Customer Support, Briggs & Stratton Corporation, Milwaukee, WI
Boston Web Designer