Case Study: Transitioning to a Data Driven Organization
Challenge:
A client took on a leadership role at a new company and discovered a lack of transparency within the organization. There were a lack of established Key Performance Indicators (KPIs), leaving him uncertain about where to find opportunities for improvement beyond anecdotal evidence. Drawing on previous experience, he recognized the necessity for a robust System of Work, structured meetings, a hierarchy of KPIs, informative dashboards, and effective managerial practices.
During his inaugural year, he sought more data from his team. Despite their efforts, they struggled to deliver, not due to a lack of will but because they lacked a systematic framework for data-driven decision-making.
Approach:
To address these challenges, we adopted a phased strategy:
Framework Development: We crafted KPI Driver Trees and a Management Operating System Framework to align daily operations with strategic objectives.
Dashboard Creation: We developed interconnected KPI Dashboards tailored for all organizational tiers.
System Implementation: We established a Management Operating System meeting rhythm and provided coaching to managers on conducting productive meetings.
Result:
The implementation of KPIs significantly enhanced organizational transparency for the management team. This led to objective discussions and the execution of beneficial changes across departments. Notably, the Operations department demonstrated consistent annual gains, with an approximate 20% increase in productivity and around 10% improvement in customer service.
“We now have a better view of the organization and we know where we are winning and losing”
