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Perfect Financial Review Skill-Building Metrics

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Introduction
In today’s competitive business environment, it is imperative that company’s develop and utilizing effective metrics to meet process objectives. Effective measurement of process performance can drive improvements and help businesses focus their people and resources on what’s important. One way to monitor a process is to select a few of the key steps and set up metrics to monitor on an ongoing basis to determine if the process is working well or causing problems. This document will focus on three performance management reports used to determine the effectiveness of the Perfect Financial Review skill-building program. The metrics include: Balanced Scorecard, Net Promoter Scores (NPS), and Employee Turnover.
Balanced Scorecard …show more content…

"Passives" (7 or 8 rating) are satisfied but unenthusiastic customers who can be easily wooed by the competition. And "Detractors" (any rating < 7) are unhappy customers trapped in a bad relationship” (Bain & Company, n.d.). Improving customer satisfaction is one of the main reasons why the Perfect Financial Review skill-building program exists. The NPS is an important metric because it allows management to measure the effectiveness of the Perfect Financial Review through the voice of the customer. A continuously low NPS can be detrimental to the future success of the company, so it is important that management uses this metric to monitor the company’s relationship with its customers to ensure the Perfect Financial Review is offer the training Account Managers need to create a superior client experience. To illustrate the significance of this metric using fictitious data, Figure 2 shows the effect the Perfect Financial Review has over …show more content…

The employee turnover metric steers the skill-building process towards achieving process success by establishing effective skill-building programs that enhance employee capability and performance. An additional metric that could be used to measure the effectiveness of the Perfect Financial Review are “Employee Job Satisfaction Survey’s”. Studies show that satisfied, motivated employees are the foundation for higher customer satisfaction and business results (Sinclaircustomermetrics.com, n.d.). Using this metric can assist management in identifying the problem that is causing employee turnover, job dissatisfaction and poor organizational

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