What Gets Measured Gets Improved

Peter Drucker, I think was the individual who said something along the lines of, you know, "what gets measured, gets done" or "what gets measured improves" you know, what you put your attention on, improves life. My business partner and I years ago actually built a company.  A separate company that built dashboards for us, and we ended up selling that to folks in our industry and spun up a second business on it. 

We feel it's so critically important to have dashboards that give us real world, real time feedback. We have lots of data.  Every single time we do a ticket, we have a data point. We have multiple data points across the board. We want to look at all of this to continually improve what we do. The value of dashboards is to show you not just the health of where you are,  but to allow you to catch the one offs,  to allow you to catch the things that fell through the crack.

Once you can define a crack, you can build a dashboard element to show you something fell on the crack, which means that I could pick it up out of that crack fast. Most time, no one even knows it fell in the crack. And that's, that creates that sense of seamlessness in the customer's experience. And that's what we're trying to create, that seamless flow that they just were there to anticipate me. They were just there to take care of me. They just took care of it.