Make Success Measurable!: A Mindbook-Workbook for Setting Goals and Taking Action
Average customer rating: 5 out of 5 stars
  • The Bottom Line of Success
  • Learn How to be SMART
  • Ten Management Principles for Leading Change
  • A useful and practical book.
  • Read this book and apply its lessons
 Make Success Measurable!: A Mindbook-Workbook for Setting Goals and Taking Action
Douglas K. Smith
Manufacturer: Wiley
ProductGroup: Book
Binding: Hardcover

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ASIN: 0471295590

Book Description

"Performance begins with focusing on outcomes instead of activities. In my experience, most people in most organizations most of the time do the reverse. They concentrate their efforts on the pursuit of activities instead of outcomes. As a result, they rarely set or achieve performance results that matter."

Today's performance challenges demand outcomes-both financial and nonfinancial-that must simultaneously benefit customers, shareholders, employees, and management. Therein lies a cycle of sustainable performance that functions as a framework to ensure your organization's goals are set, met, and balanced for today's business world.

Make Success Measurable! enables you to avoid activity-based goals that can go on indefinitely, and articulate aggressive outcome-based goals that are specific, measurable, achievable, relevant, and time-bound.

This is a how-to book, emphasizing outcomes as opposed to actions in setting goals. You'll learn how to: Set goals that matter to customers, shareholders, and funders. Set nonfinancial as well as financial goals and link them together. Understand and use outcome-based goals that support success while avoiding activity-based goals that produce failure. Select and use management disciplines needed to achieve your goals. Smith provides the what's and why's behind today's performance challenges and shows how to convert them into measurable concrete achievements.

Using an innovative approach, Smith divides each chapter into an explanatory Mindbook section and a practice Workbook section. The Mindbook sections provide descriptions and explain key concepts, frameworks, tools, and techniques. They seek to build your intellectual understanding of how to set and achieve the performance goals that matter.

The Workbook sections include detailed examples and exercises that you and your colleagues can use to practice the concepts, tools, and techniques put forth in the Mindbook section. Workbook exercises allow you to convert understanding into action-and action into results! "Doug Smith's work on performance and measurement has been an invaluable management resource for us. We believe that if you can't measure it, you can't improve it. Thanks to Doug, we can focus on the right measures to drive performance against today's many new and different challenges throughout our enterprise."-Leon Gorman, President, L.L. Bean, Inc.

"Make Success Measurable! is a practical and powerful step-by-step guide to setting and achieving the goals we all need to accomplish in a constantly changing and challenging world."-Charles Dolan, Chairman, Cablevision Systems Corporation.

"No one writes as clearly about today's key management issues as Doug Smith. Whether you're in a small eCommerce startup or a large, already established organization, the frameworks, tools, techniques, and exercises contained in this book are the only things you'll need to manage the performance that matters to your customers, your people, and your shareholders."-Steve Goldstein, CEO, eChores and former CEO, American Express Bank.

"Achieving results that matter-to donors and clients-is the true measure of success for any nonprofit organization. This book provides a thoughtful and extremely practical guide for setting goals and effectively meeting them. It is an absolutely indispensable tool for leaders and a model for good management."-Jenna Dorn, President, National Museum of Health.

Customer Reviews:

5 out of 5 stars The Bottom Line of Success.......2002-08-12

Make Success Measurable! is definitely becoming the Bible at work. Very well written, and Smith's ideas are well-supported. We've received positive feedback from clients, and we've expanded our client base because of this good word-of-mouth. I strongly recommend Make Success Measurable! It's as good as Guerilla PR: Wired, which focuses on techniques to getting solid public relations coverage, especially nowadays.

5 out of 5 stars Learn How to be SMART.......2000-10-05

You can rarely pick up a job description in the public or private sector that does not include a statement seeking "demonstrated experience and success working with the principles of quality management and a commitment to customer service." One of the cornerstones to quality management is the ability to focus on outcomes instead of activities.

Make Success Measurable is filled with practical techniques. Even more, it is a workbook, providing opportunities to apply new concepts to real work. Whether you want to be able to create more focus within your own work unit, be able to demonstrate tangible results to your manager, prioritize your own work by aligning your day to day activities with the most important initiatives, or coach customers who are seeking your expertise in developing performance measures, this book can help.

As a result of reading this book and trying the exercises, you should be able to:

1) Convert new visions, strategies, and directions into achievable outcome-based goals that can better yourself and others in your organization.

2) Set goals that are specific, measurable, aggressive, achievable, relevant, and time bound. (SMART Goals)

3) Set goals that matter to those expecting a return on their funding dollars.

4) Set goals that matter to you personally in terms of opportunities, rewards, and skills.

5) Choose from a variety of management disciplines to achieve your goals.

6) Set goals that matter to customers who want speed, quality, and prompt service.

5 out of 5 stars Ten Management Principles for Leading Change.......2000-06-05

"I believe you will benefit from this book because the challenge of setting and achieving performance goals has become very confusing". Douglas K. Smith writes, "It has been more than 30 years since Peter Drucker wrote about the importance of managing for results. His work led to the widespread practice of management by objective. But an awful lot has happened in the past 30 years. The world of business and organizations has changed dramatically, turning many of Drucker's specifics (though not his wisdom) upside down. In the aftermath of total quality, customer service, time-based competition, strategic alliances, globalization, reengineering, core competencies, continuous improvement, innovation, teams, horizontal organization, benchmarking, best place to work, information technology, diversity, environmentalism, deregulation and reregulation, eCommerce, and privatization, those of us left standing in today's organizations are unsure about what performance goals and outcomes make the most difference and why. We know that setting performance goals is key to managing ourselves and others, but we no longer know how".

Douglas K. Smith organizes his book in four parts. In the first part (Chapters 1-4), he provides the background, concepts, tools, techniques, and frameworks you need to set specific outcome-based goals that matter to successfully navigate today's most pressing performance challenges. In the second part (Chapters 5-7), he focuses on helping you align and coordinate goals throughout your organization. In the third part (Chapters 8-10), he describes the management disciplines you need to achieve your goals and how to make choices among them. In the fourth part (Chapter 11), he concludes the book with a step-by-step design for building an outcomes management system in your organization.

In this context, in Chapter 10, he reviews the management disciplines you must understand in order to succeed in the face of change, and introduces the critical distinction between decision-diven change and behavior-driven change, and describes how to manage each successfully. Hence, he argues that most change efforts fall far short of their potential. Usually that's because leaders fail to address the deep behavioral changes they are seeking. And thus, he lists the following ten management principles as the heart of any successful change effort:

1. Keep performance results the primary objective of behavior and skill change.

2. Continually increase the number of individuals taking responsibility for their own change.

3. Make sure that each person always knows why his or her performance and change matters to the purpose and results of the whole organization.

4. Put people in a position to learn by doing and provide them with the information and support they need just in time to perform.

5. Embrace improvisation as the best path to both performance and change.

6. Use team performance to drive change whenever demanded.

7. Concentrate organizational designs on the work that people do, not on the decision-making authority they have.

8. Create and focus energy and meaningful language because these are the scarcest resources during periods of change.

9. Stimulate and sustain behavior-driven change by harmonizing initiatives throughout the organization.

10. Practice leadership based on the courage to live the change you wish to bring about.

Finally, he argues that if you expect others to change their behavior, you have to change yours. It's as simple and as hard as that.

I strongly recommend.

5 out of 5 stars A useful and practical book........1999-11-27

This is one of those rare books that makes it points clearly and then guides your through exercises that reinforce its key messages.

I found the book incredibly helpful in preparing realistic plans that set you up for success. I have used it extensively to help me design major projects and I am well on my way toward measurable success on those goals.

5 out of 5 stars Read this book and apply its lessons.......1999-03-04

Make Success Measurable tells you how to set business goals that matter for shareholders, customers, and employees. That is good advice, and it is backed up by "workbook" exercises that help you focus on what is really important. The "mindbook-workbook" format makes room for exercises that you can work on with your colleagues at the office. I found that the "mindbook" portion held my interest as an individual reader. I started getting REALLY interested about halfway through the book when Smith introduced the concept of "working arenas" - the different groupings of people (sometimes in multiple companies) that are necessary to achieve these goals. Smith explains that you need to shape your goals and methods to fit the appropriate working arena, rather than a pre-set corporate structure. If you work in a complex organization, you should read this book and apply its lessons.

I would compare Make Success Measurable very favorably to the Kaplan and Norton book on The Balanced Scorecard. The Balanced Scorecard tends to be vague and anecdotal on the subject of how to set measurable goals, and it is hard to finish. In contrast, Smith packs his book with original analysis and specific recommendations on topics like "Vertical versus Horizontal Management Disciplines" and "Injecting Creative and Personal Tension into Goals". The Balanced Scorecard presents a four way cause and effect chain from employees through process improvements, customers, and shareholders. Make Success Measurable presents a three way performance cycle as including employees who provide value to customers who provide rewards to shareholders...who provide rewards to employees and so on. The "process" piece doesn't appear in Smith's analysis, because focusing on process measures doesn't necessarily help anyone. In fact, it is a trap that can lead to meaningless work. Smith encourages us to focus on "outcomes" - measures that matter directly to employees, customers, and shareholders. This brings us quickly to reality and hopefully to consensus with our colleagues. Get real. Get this book.
On Great Service: A Framework for Action
Average customer rating: 4.5 out of 5 stars
  • Insights and counsel even more valuable now than ever before
  • An Always Actual Framework To Action!
  • BERRY SE LUCE
 On Great Service: A Framework for Action
Leonard L. Berry
Manufacturer: Free Press
ProductGroup: Book
Binding: Hardcover

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ASIN: 0029185556

Book Description

Improving service quality has finally become a top priority of management today, yet according to service quality expert Leonard Berry only a handful of companies have managed to determine exactly what to improve and how to improve it. For the past two years, Berry studied dozens of companies of all sizes renowned for their capacity to deliver what they promise and more. From his on-site observation of the strategies and practices of such companies as Mary Kay Cosmetics, Tattered Cover Book Store, Longo Toyota & Lexus, Lakeland Regional Medical Center, and Hard Rock Cafe, Berry has constructed a dynamic new framework for improving service. This framework provides a roadmap for implementation found nowhere else in the service quality literature. In every chapter Berry draws on his twelve years of research in service quality to explain each part of the framework in detail. He provides rich insights and inspiring examples of great service -- including numerous examples unique to this book as well as the classic success stories of USAA, Taco Bell, and many more. Berry shows that a company must (1) develop service leadership skills and values -- a concept substantially different from developing general leadership; (2) build a service quality information system; and (3) create a comprehensive service strategy based on the four principles of great service: reliability, surprise, recovery, and fairness. He demonstrates how these four principles, when adopted by the leadership and infused into the systems of a service company, are the building blocks of the framework and form the anchor for implementation. Berry shows how the "artistry" of great service can be systematically created from this foundation through a company's organizational structure, technology, and often under utilized human resources assets.

Customer Reviews:

5 out of 5 stars Insights and counsel even more valuable now than ever before.......2006-08-25


I recently re-read this book (1996) and Berry's subsequently published Discovering the Soul of Service (1999), curious to know how well they have held up since they were first published. My conclusion? Rock-solid. In fact, both books are even more relevant - and more valuable - now than they were when Leonard Berry wrote them. That is amazing...and commendable. In this volume, he presents what he characterizes as "a framework for action" to provide and then sustain great service. The word "sustain" is critically important. Those organizations whose people always provide great service (e.g. Nordstrom, Ritz-Carlton, The Container Store) consider perfection break-even.

Berry carefully organizes his material within 13 chapters. In the first, he introduces the aforementioned "framework for action" (Exhibit 1-1 on page 5); in the last, he shares his thoughts about "the artistry of great service." As he convincingly explains, great service is both an art and a science...and is the result of several factors which include a total commitment, enterprise-wide, to specific principles. "The purpose of this book is to teach the lessons of service quality [begin italics] implementation [end italics]. The book focuses exclusively on [begin italics] how [end italics] to improve service quality." With regard to the aforementioned principles. Berry observes that customers are most likely to do business with companies that "are reliable, excellent in interactive service, prepared to cover if the service fails, and eminently fair. These principles are the essence of service excellence." And they always will be.

I especially appreciate Berry's focus on real-world situations in which these principles are clearly demonstrated. Specifically, in a variety of companies which include Longo Toyota and Lexus, Mary Kay Cosmetics, Hard Rock Café, Lakeland Regional Medical Center, Bank One Texas Trust Division, and Harold's. These exemplary organizations illustrate how to deliver great service, one customer at a time, day after day, month after month. Of course, that is not easy to do. "Nothing in this book suggests that the excellent service journey is easy. It is not. But it is immensely rewarding, not just financially, but spiritually. Excellence nourishes the soul."

In the final chapter, Berry explains what "the artistry of great service," not only to customers and service-providers but indeed to entire organizations and even industries. With the passion of an evangelist but with the precision of a surgeon, he reviews all of the essential ingredients of great service. They include leadership enterprise-wide, a fundamental belief in human potential, having a reason for being...and doing, informed decision-making, collaborative, and an inspiration to excel. Are these "old fashioned values"? Of course. But keep in mind that Fortune magazine's annual list of the most profitable companies includes the names of many which are also on its annual list of the most highly admired companies. Year after year. That is not a coincidence.

Berry's thinking is so clear and his insights are so sound that this book (although written more than ten years ago) will continue to guide and inform any organization's efforts to complete its "journey" from good to great service, whatever the size and nature of that organization may be.

4 out of 5 stars An Always Actual Framework To Action!.......2003-03-30

Even though this book was first published on 1996, the framework presented by Mr. Berry to achieve Extraordinary Customer Service is still valuable and actual. It has 13 chapters and each one gives a pure meaning of every treated subject. It's not another Customer Service book...It's an strategy customer service book.

Mr. Berry's insights can be applied from Face to Face to Call Center environments and it's a must-read to Top-Executives that have started a company focus change and are wondering why it's the innitiative failing or getting down the hills. The answers could probably be: Your company it's not competing for talented people, has not embrace the technology, has not empowered your front line teams or the most elementary one...maybe have not created yet a Customer Service strategy since the beginning (Of course, where everyone in the company was included, not only you). All this answers are ON GREAT SERVICE.

Extraordinary book.

4 out of 5 stars BERRY SE LUCE.......2000-01-16

LEONARD BERY SE CONSAGRA COMO UNO DE LOS PRINCIPALES AUTORES SOBRE EL SERVICIO Y LA MERCADOTECNIA DE SERVICIOS. MEJORAR LA CALIDAD DEL SERVICIO AL CLIENTE ES HOY UNA PRIORIDAD Y BERRY ES UN VISIONARIO DE ESTO. NO LO DEJEN DE LEER.
Tqm in Action : A Practical Approach to Continuous Performance Improvement
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    		Tqm in Action : A Practical Approach to Continuous Performance Improvement
    R.J. Pike , and R.J. Barnes
    Manufacturer: Springer
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    Lean Six Sigma That Works: A Powerful Action Plan for Dramatically Improving Quality, Increasing Speed, And Reducing Waste
    Average customer rating: 4 out of 5 stars
    • Clarifying the chaos
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    Combining lean manufacturing with Six Sigma quality assurance creates a one-two punch that can transform results in any manufacturing environment. Lean Six Sigma That Works is filled with detailed, practical processes that let readers leave the conference room, and get right to work. Clear and simple, it's an ideal guide for both seasoned professionals and those implementing their first lean sigma project. The book offers a step-by-step improvement strategy, plus an understanding of:

    * cost, cash flow, materials velocity, lead time, balance, waste, and non-value-added processes * value stream mapping and the DMAIC process for solving problems and improving quality profitability * how every form of waste impacts customer satisfaction and the bottom line * and much more.

    A strong and sensible combination of the "why" and the "how," Lean Six Sigma That Works offers a clear path to high quality, customer loyalty, and indisputable results.

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    4 out of 5 stars Clarifying the chaos.......2007-10-11

    Carreira and Trudell do a good job of explaining the one-two punch of Lean and Six Sigma. Waste and process variability adds billions of dollars to the goods and services we use every day. Ever get the feeling it takes two or three tries to accomplish any task or conduct any business ? Lean Six Sigma helps to 'de-hassle' any process and ensure a no-surprise outcome. Read the book, Carriera and Trudell show you the way.
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      Everyday Excellence looks at the core of quality—people. If we want to achieve everyday excellence, we must do it for people and with people. People either have the right attitude or they don’t. They take the right action, or they don’t. They appreciate what they receive, or they don’t. ‘Attitude, action and appreciation’ actually form a cycle of excellence, since appreciation often stimulates, fosters, and encourages a better attitude. It all comes down to how we approach ourselves and how we interact with other people. Once we look for them, we find that the opportunities to practice and apply excellence in the workplace occur minute-by-minute throughout the day. These moments comprise the heart of everyday excellence. This book is designed as easy but inspiring reading for the busy leader, manager, supervisor, and professional in an office. If you work at a desk, or at a computer in an office, this book is written for you. It provides ten chapters of interconnected short stories and lessons. The lessons contain viewpoints and opinions, and hopefully new perspectives and insights. While the short stories are interconnected, each lesson stands alone. This, together with a very detailed index, enables the reader to use the book as a reference source. Contents: CHAPTER 1. ESTABLISH THE FRAMEWORK FOR SUCCESS CHAPTER 2. LEADERSHIP AND MANAGEMENT EXCELLENCE CHAPTER 3. IMPROVING OPERATIONS CHAPTER 4. PROJECT MANAGEMENT PERFORMANCE CHAPTER 5. GAINING CLARITY IN MARKETING CHAPTER 6. SUCCESSFUL BUSINESS DEVELOPMENT CHAPTER 7. CLIENT RELATIONS AND RETENTION CHAPTER 8. GETTING COMMUNICATIONS RIGHT CHAPTER 9. EFFECTIVE HUMAN RESOURCES CHAPTER 10. EVERYDAY QUALITY OF LIFE
      Quality of Service: Making It Really Work (Quality in Action)
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        Bo Edvardsson , Bertil Thomasson , and John Ovretveit
        Manufacturer: McGraw-Hill Companies
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        Quality in Action: 93 Lessons in Leadership, Participation, and Measurement
        Average customer rating: 4 out of 5 stars
        • An excellent primer for leaders and wannabee leaders!
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        Patrick L. Townsend , and Joan E. Gebhardt
        Manufacturer: John Wiley & Sons
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        Customer Reviews:

        4 out of 5 stars An excellent primer for leaders and wannabee leaders!.......1998-08-23

        Pat and Joan have, in this book, put together a practical, thought provoking and, when appropriate, humorous primer on what it takes to lead today's and tomorrow's organization. Get it, read it and read it again!
        Achieving Total Quality Management: A Program for Action
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          Michel Perigord
          Manufacturer: Productivity Press
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            Applying flowcharts to improve service in the public sector: a quality action team in Columbus, Georgia, used an innovative technique to tackle a human ... An article from: The Public Manager
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              		Applying flowcharts to improve service in the public sector: a quality action team in Columbus, Georgia, used an innovative technique to tackle a human ... An article from: The Public Manager
              Lisa D. McNary
              Manufacturer: Thomson Gale
              ProductGroup: Book
              Binding: Digital

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              Release Date: 2006-08-21

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              This digital document is an article from The Public Manager, published by Thomson Gale on June 22, 2006. The length of the article is 1391 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

              Citation Details
              Title: Applying flowcharts to improve service in the public sector: a quality action team in Columbus, Georgia, used an innovative technique to tackle a human resources problem, demonstrably improving service quality.
              Author: Lisa D. McNary
              Publication: The Public Manager (Magazine/Journal)
              Date: June 22, 2006
              Publisher: Thomson Gale
              Volume: 35 Issue: 2 Page: 48(4)

              Distributed by Thomson Gale

              Books:

              1. Mastering the Complex Sale: How to Compete and Win When the Stakes are High!
              2. Microsoft Office Outlook 2003 Inside Out
              3. New Manufacturing Challenge: Techniques for Continuous Improvement
              4. Nonlinear Dynamics and Chaos: With Applications to Physics, Biology, Chemistry and Engineering
              5. Operations Management & Student CD Package (8th Edition)
              6. Out: A Novel
              7. Personal Development for Life and Work
              8. Prophet of Innovation: Joseph Schumpeter and Creative Destruction
              9. Public Choice III
              10. Quality Toolbox

              Books Index

              Books Home

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