In adhering to the principle of triangulation, I have found that the three basic viewpoints for service or product health are: (1) the external subjective (customer satisfaction), (2) the external objective (usage), and (3) the internal objective (delivery). In this Executive Update, I explore these viewpoints, which cover three critical perspectives when looking at the health of a service or product.
Executive Update
Evaluating the Health of Service and Product Offerings: A Fourth Perspective
Posted December 12, 2013 | Leadership |
About The Author
Martin Klubeck is a recognized leader in organizational development, where he focuses on metrics, vision setting, and professional development planning. He has helped organizations design, create, and use meaningful metrics programs for more than 20 years. Mr. Klubeck's ability to take the complex and simplify it has made him a highly sought-after teacher, speaker, and consultant. Along with several publications and presentations, he is the… Read More
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