March 18, 2011
Executive Boardroom, Forefront Center, Waltham (Boston), MA

For more information and to register:
SOLD OUT

Over the past few years, I’ve been working with clients around the world on some interesting, cutting-edge work linking ‘vision’ to measures – with very encouraging results.  I’ve finally been able to distill the lessons learned into a white paper, and a brand new workshop – and wanted to give you first crack at signing up for the workshop.

For a few years now, leaders at progressive support organizations have talked about moving customers from a ‘transaction-based’ support model to a ‘relationship-based’ one. This involves changing customers’ perceptions, from seeing your support team as a place to contact only when there are break-fix or “how do I” questions, to one that understands their business, including the technical and business context of their queries.

After early successes in this journey, many organizations run into a seemingly impenetrable wall. Your senior team ‘gets it,’ but this understanding does not seem to trickle down to most mid-level managers and frontline teams.

Do they just not get it? What exactly is going on?

The single most common reason I’ve seen is a lack of alignment between the ‘big picture’ goals of an organization and the way individuals are measured. Think it isn’t true in your organization? How do you know if your organization has measures that aren’t aligned to the big picture? How many of these statements describe your organization?

• Whiplash from high-profile, high-visibility projects that are launched with a bang and then fizzle out, only to be replaced by a new set of ‘transformative’ projects the following year.
• Lots of ‘fire-fighting’ and thrashing around. These generate heat, noise, meetings and reports, but very little demonstrable progress.
• Cross-functional groups that constantly have to go up and across the management chain to deal with issues, instead of members of different teams being able to work out issues directly.

Join me as I walk you through four simple yet very powerful steps that will help you align your measures to your strategy. Bring your own favorite measures, and be prepared for an intense, highly interactive session.

What: “Measures, Metrics and Madess: the New World of Guiding not Grading”

Where: The Forefront Center (Executive Boardroom), Waltham MA, near Boston, USA

When: March 18, 2011

Seats: Limited to first 20 signups to maximize interaction and hands on attention.

Directions: http://www.forefrontcenter.com/directions.htm
Free white paper (no registration needed) on which the workshop is built: http://bit.ly/cpFoMv — The Association of Support Professionals calls it a “brilliant white paper”.