“If you cannot measure you cannot
improve, you can only make mistake once, twice is stupidity” – a line given by
Sir Jerald
Which is really striking. With that, I believe everything can be
measured either qualitative or quantitative, it only depends on the criteria
you are giving. For example, the happiness of a customer, that can be measured
depending on what kind of happiness of his you want to measure happiness on the
service or product? Happiness as an individual?
Happiness in the family? That is why you give criteria or set your
objectives so you would know what to improve on and measure what matters to
your company. If for example, you want to know if the customer is happy with
your service, will you give him questions “is the weather nice today?”of course
not, instead you will ask questions that matter to you and answers you expects
like “are the sales associates hospitable/friendly?” “would you want the sales
associate to be friendly?”I believe, it is just a matter of knowing what
criteria to make in order to assess the qualitative aspects and I believe that
sometimes it is better to combined the two in order to get a more in depth
data.
I’ve read in an article that
Measurement is the religion in the business world, because we all love to
measure things, because it makes us feel that we are really doing something.
Sometimes these measurements are what we use to show people on the top
management the performance / effect of what we are doing.
There’s nothing wrong in
measuring, because for me it is assuring that you are able to meet your objectives
and giving you idea/s on what to improve on.
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