But measuring the success in achieving these goals is not easy, Cook admits. “This is hard stuff in our business. The metrics don’t fall out of our systems. There is no way to continuously and automatically measure the labor hours avoided by accountants. We have to interpolate survey and server data,” Cook says. “Because without it we just don’t know how we’re doing on the job the customer wants done.” Having the right measurements in place helps institutionalize a process. It’s how your employees know they’re doing the right thing, making the right choices. As the old saying goes, “What gets
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