HOW TO: Ask the Customer to Identify 3-5 of the Process Key “Customer Needs” of Each Individual Need (all values need to add up to Determine “Value %” 100) Rate the of Each Need “Performance” (scale is 0.0 to 1.0) Value Performance “Score” = X Value Score “Gap” = – Customer: John Doe Process: ABC Bank - Fund Distribution Process Value Customer Needs Performance Score Gap (%) As-Is: .5 No fees associated with Transaction 20 10 10 To-Be: As-Is: .8 24/7 access to ATM 40 32 8 To-Be: Close Proximity As-Is: .2 10 2 8 Location with 5 miles of home To-Be: As-Is: .4 Online banking 30 12 18 To-Be: 100 Calculating Process Response Time PROCESS STEPS = Task used to produce a product or service
HOW TO: Ask the Customer to Identify 3-5 Key “Customer Needs” of the Process Determine “Value %” of Each Individual Need (all values need to add up to 100) Rate the “Performance” of Each Need (scale is 0.0 to 1.0) “Score” = Value X Performance “Gap” = Value – Score Customer: John Doe Process: ABC Bank - Fund Distribution Process Customer Needs Value (%) Performance Score Gap No fees associated with Transaction 20 As-Is: .5 To-Be: 10 10 24/7 access to ATM 40 As-Is: .8 To-Be: 32 8 Close Proximity Location with 5 miles of home 10 As-Is: .2 To-Be: 2 8 Online banking 30 As-Is: .4 To-Be: 12 18 100 Calculating Process Response Time PROCESS STEPS = Task used to produce a product or service
IACA-Measuring-with-Business-Metrics.docx