It seems intuitive and logical that continuous improvements in any area eventually transform the operation.
Just about anything an organization does internally and externally can and needs to be improved systematically and continuously.
The performance of marketing, production processes, service management, technology, training and people can all be improved over time with available, relevant information.
However, what constitutes “performance” in a given area?
If performance is to be improved, we need to define clearly what “performance” means.
More importantly, who will benefit from the performance improvement?
By carefully defining the beneficiary of the improvement, the definition allows the organization to apply a targeted effort, instead of a shotgun wide blast approach.
Always be asking, who it is for?