2012LeadershipConference Understanding Quality Through Metrics Kathi Sill, Assistant District Director, Midlands (SC) Eric Thompson, Southeast Regional VP, Broward (FL)

“IN GOD WE TRUST; ALL OTHERS, BRING DATA” W. EDWARDS DEMING

STRATEGIC PLAN- NSO

“YOU GET WHAT YOU MEASURE. MEASURE THE WRONG THING AND YOU GET THE WRONG BEHAVIOR” JOHN H. LINGLE

QUALITATIVE VS QUANTITATIVE QUALITATIVE Deals with descriptions. Data can be observed but not measured. Colors, textures, smells, tastes, appearance, beauty, etc. Qualitative → Quality QUANTITATIVE Deals with numbers. Data which can be measured. Length, height, area, volume, weight, speed, time, temperature, humidity, sound levels, cost, members, ages, etc. Quantitative → Quantity

“GOAL SETTING HAS TRADITIONALLY BEEN BASED ON PAST PERFORMANCE. THIS PRACTICE HAS TENDED TO PERPETUATE THE SINS OF THE PAST” JOSEPH M. JURAN

GOAL SETTING TESTNOYES SpecificGrow our chapterIncrease mentoring hours by 50% YOY MeasurableOffer more workshopsAchieve minimum of 25 paid attendees at each 48 scheduled workshops Achievable100% of clients add employees in 30 days Client engagement increased by 25% YOY RealisticProvides services to every potential entrepreneur in my state in 45 days Improve marking share coverage among small businesses with 0-5 employees by 5% by 9/30/13 Time Targeted Every member is “highly engaged” Achieve 40% improved member engagement level by 9/30/12

Goal setting: qualitative or quantitative? Top leaders use the qualitative to assess the overall state and health of the organization and the quantitative to measure the “proof.” A key process input metric is a leading indicator that helps the leader predict the results that will be posted. The trick is identifying the best predictors. Which levers should you pull to achieve the quantitative and qualitative results you want?

“IF YOU CAN’T DESCRIBE WHAT YOU ARE DOING AS A PROCESS, YOU DON’T KNOW WHAT YOU ARE DOING” W. EDWARDS DEMING

Management Scorecard: Quantitative Net Promoter: engaged clients are more likely to: succeed (aka create jobs and profit) refer prospects (aka grow market share and clients) Member Engagement: engaged mentors are more likely to: deliver a quality experience for their clients (aka Net Promoter) refer new members (aka SCORE widely accessible)

Management Scorecard: Quantitative KPI: Quality Referral Sources introducing SCORE to new prospects (produces new clients) % of Available Appointment Times Filled (demand for services = client pipeline) % of Appointments Kept (demand for services) Portfolio Mix (in business vs startup = speed to achieve client outcomes)

Management Scorecard: Quantitative Client Services Volunteer Hours Workshops Held vs Face to Face

Net Promoter Surveys Sent after first completed session with client. First piece of data inferring quality of client service delivery. Integral to our client growth – “We are a word of mouth marketing organization!” *Refer to page 2 of the handout for a full list of questions.

Net Promoter Surveys – “What If…” Observation A low score in “my mentor listened and understood my needs” I will return to see this mentor again (why?) My mentor was able to assist me

Net Promoter Surveys – “What If…” Leader Response/Mitigation Broad or isolated issue? Targeted skill building and observation to measure improvement Replicate best practices of top performers; peer coaching for broad and measurable improvements The art of combining education with assistance While we are educating the client, have we also connected the dots to answer their questions/needs?

Client Outcomes Survey Client Engagement % engaged % disengaged Successful Client Outcomes New Business Jobs Created Revenue Growth Client Attribution Was SCORE helpful in successful outcome?

A Chapter of Experience Some metrics and non metrics used in the building of a chapter (0017)

Outcome v Performance Metrics Outcome Jobs Created Businesses Started Businesses Saved Businesses Prevented ???? The Cake !!! Performance Simple Steps Workshops Turnarounds NPS feedback The Recipe !!!

Some Critical Metrics Bank Account Active Members New Projects Recruits per week Workshop registrations Saturday Registrations Mentoring Requests

Some Soft Metrics 91 & 83 The Remuda Caliber of recruits Presenter requests Meeting attendance Pings Radio requests Speaking Invitations

Do they fit the Mission & Principles? Provide significant help to starting and growing the business community in Broward County The 4 Principles 1.Get ahead of the curve 2.Focus on growing & growing businesses 3.We are a business run by volunteers 4.Partner for the multiplier effect

Everything that counts cannot necessarily be counted Everything that can be counted does not necessarily count Albert Einstein

Questions?