Team Performance Standards

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"You get what you measure" has become a business maxim, but few business teams have put it into action. This is especially true in service companies, but even in manufacturers, line teams often do not measure everything that matters, and other teams don't measure at all. Measurable standards make up the "M" in SMART goals and are critical to improving efficiency, quality, and customer satisfaction. Often we hear the objection that "you can't put a number on x," but TeamTrainers has never failed to find a way to measure the impact of a change. For example, "bad attitudes" are only visible through behaviors, and behaviors can be measured.

For anything you wish to change about the team or its work, come up with a:

  • Measurable standard, such as "12 widgets per hour."
  • Process or system for the measuring.
  • System for analyzing that data, even if only a spreadsheet.
  • Plan for reporting the data regularly (at least monthly) to all team members and affected stakeholders.

Examples of team performance standards include:

  • Customer support: Cost per field technician, cost per warranty callback, service cost per unit shipped.
  • Human resources: Rate of offers accepted, hires per recruiter, department expense to total company expense.
  • Receiving: Section handled to unloading labor-hours, receipts per workday.
  • All: Job satisfaction (per anonymous surveys), unplanned absences per person per year.*

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