Years ago, Peter Drucker said, “what gets measured gets managed,” and that is true today. As financial professionals, we understand and desire this, but often it’s difficult to get the concept across to the remainder of the organization. This program will take a deep dive into metrics with the goal of making them more actionable for any organization. By doing so, we are in a much better position to sharply increase the success of the organization.
Learning Objectives
- Understand the importance of metrics in all departments of the organization
- Understand how to take the politics out of metrics
- Understand the proper ratios as metrics
- Recognize the best available industry metrics
- Feel comfortable with some key metrics for customer service
Major Topics
- Using metrics that correctly measure the goals of the organization
- How metrics will differ for non-profits and governments
- Using metrics to balance cost and benefit
- Internal and external benchmarking for comparison
- Having a set of balanced metrics
