Re: performance measurements
| How do you measure progress? How do you determine how well you have | achieved the goal?
We ask our customers, and they are more than happy to tell us what
sucks and makes their work lives a living hell. ;-)
Seriously, we ask.
That is another perfectly good performance measure.
Where I work, there are several performance measures based on surveys, like percentage of people who feel safe in their own neighbourhoods. Every year a survey is conducted and the survey results are used to determine if the performance target was met.
In setting up performance targets, another thing Lyndsey should keep in mind is what kind of historical information is available. This information can then be used to set up appropriate performance targets. We used that with several performance measures that were implemented about the time I took on my current work. The measures were new, but we had ready access to about ten years of historical data to help set meaningful targets.
So, if one of the targets Lyndsey has is reducing the number of calls to the help desk, she should determine if any records are being kept on the average daily number of calls received by the help desk. Or if the target is increasing customer satisfaction with user documentation, she should track down any customer surveys that were done within the last couple of years.
--
John Fleming
Technical Writer
Edmonton, Alberta
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
WEBWORKS FINALDRAFT - EDIT AND REVIEW, REDEFINED
Accelerate the document lifecycle with full online discussions and unique feedback-management capabilities. Unlimited, efficient reviews for Word
and FrameMaker authors. Live, online demo:
http://www.webworks.com/techwr-l
Technical Communication Certificate online - Malaspina-University College, Canada. Online training in technical writing, software (FrameMaker, RoboHelp, Dreamweaver, Acrobat), document & web design, writing manuals, job search. www.pr.mala.bc.ca/tech_comm.htm for details.
---
You are currently subscribed to techwr-l as:
archiver -at- techwr-l -dot- com
To unsubscribe send a blank email to leave-techwr-l-obscured -at- lists -dot- techwr-l -dot- com
Send administrative questions to lisa -at- techwr-l -dot- com -dot- Visit
http://www.techwr-l.com/techwhirl/ for more resources and info.
Previous by Author:
Re: New TECHWR-L Poll Question - Contracting
Next by Author:
Format document for PDA?
Previous by Thread:
Re: performance measurements
Next by Thread:
Misc.: Another resource for book lovers
Search our Technical Writing Archives & Magazine
Visit TechWhirl's Other Sites
Sponsored Ads