CHAPTER 7
Reporting Results
Knowing you’re succeeding is one thing. Understanding why is even sweeter.
—Accenture Advertisement
Route Guidance: Why Communicate Results?
A customer service program was implemented to improve quality and speed of service. When the project was concluded the team measured the results, which were a mixed bag. The quality of service had improved, but the speed of service had not; in fact, it was slower than before. The team tried to get on the executive calendar to share the results in a face-to-face meeting; unfortunately, the meeting would not take place until six weeks later. Knowing that the findings needed to ...
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