Database Reference
In-Depth Information
Is there an important element of what your organization does that is
not transparent and could benefit from an effective data product?
Grass roots expectations—
As noted earlier, soon after key met-
rics are introduced, people will begin to wonder about the goals
associated with these measures. This is a powerful indicator that the
attention of the organization has turned to measuring performance.
Likewise, employees should start to expect that meetings will be
informed by data and that the executive team communicates priorities
and results backed by data.
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EVOLUTION OF DATA FLUENT CULTURES
Building a data fluent culture takes time. It is a journey. We've worked with
many companies who are committed to the process of putting data at the
center of their organizational conversations. But it is rare to find an organiza-
tion that has had success in all the areas described in this chapter.
In one case, we engaged with an innovative healthcare company that helps
reduce the cost of employee healthcare. Its customer service-based model is
a new approach in the industry. From the CEO on down, it has a deep com-
mitment to using data to improve its processes and prove its value to custom-
ers. However, its business model did not have an established measurement
approach and key metrics were elusive. As a result, the company tracks a
myriad of metrics and continues to search for a shared understanding of what
is the right data to focus on. This organization doesn't lack for commitment
in its pursuit of data fluency, but needs to continue to evolve.
In contrast, we worked with a leading Internet content provider who had the
opposite problem. This organization had the capability to measure everything
about its business and existed in an industry in which there were commonly
accepted measures of success. Key metrics were tracked diligently by analysts
and reporting groups throughout the organization. It even had established
credible “sources of truth” in the data. The problem was with the leadership's
commitment to using data to guide decisions. We could easily tell what content
was engaging audiences and returning value on the investment. But these
objective and accepted measures of success were seldom prioritized over the
opinions of content owners.
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