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The Complete Idiot's Guide® To Strategic Planning by Lin Grensing-Pophal

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Measuring Your Success

When you created your strategic plan, your objectives provided you with some overall measurable outcomes that you were attempting to achieve. As your plan is implemented, you will want to track progress toward these objectives to determine whether your efforts are working. There are two primary types of measures—process measures and outcome measures. Process measures are measures that tell you whether something has been done—for instance, “Send thank-you cards to every new customer.”
Outcome measures tell you the impact or outcome of your efforts—for instance, “Increase new customer satisfaction by 25 percent.”
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