defined and measurable . It answers two fundamental questions : Are the employees ’ objectives meaningful to the organisations ’ objective ? And , can the company measure the organisational objectives to ensure it delivers best-in-class ?
“ We very clearly define our objectives at the start of every year and we very consistently measure each of those objectives ,” Green explains . “ I have a customer satisfaction metric for on-time ship . I don ’ t look at it once a quarter or once a month – I look at it every single week . Not only what it was last week , but what I think it ’ s going to be for the next three weeks . It ’ s a very micro and robust focus on the objective that ’ s disseminated to all the employees , from the part-time employees all the way up to the CEO . They ’ re all linked to company objectives ,” Green details .
The Avaya supply chain measures and reports over 100 metrics , each discretely aligned with four pillars : customer satisfaction , employee
“ IT ’ S BEEN AN AMAZING TRANSFORMATION . I ’ VE FELT VERY LUCKY TO BE PART OF IT , BUT ALSO PROUD TO HAVE HAD A HAND IN DRIVING IT ”
– Benji Green , Senior Director , Integrated Supply Chain Planning , Avaya
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