The One Number You Need to Grow - Harvard Business Review
Matt Nunogawa stashed this in Traction
The key is not to measure everything.
Pick the most important thing and optimize for that:
Every month, Enterprise polled its customers using just two simple questions, one about the quality of their rental experience and the other about the likelihood that they would rent from the company again. Because the process was so simple, it was fast. That allowed the company to publish ranked results for its 5,000 U.S. branches within days, giving the offices real-time feedback on how they were doing and the opportunity to learn from successful peers.
Matt, this is great. Can anybody recommend other classic reads like this? Trying to get up to speed. :)
thanks for posting, matt!
here's one of my all time favorite articles. i kept the published copy of this by my bed for years and return to it in digital form when i need a reminder of the requirements of and for change: http://www.fastcompany.com/52717/change-or-die