Had an interesting discussion today. What's outcome, and what's output?
Let's say, you build a bus stop. You put in effort, consume raw materials. At the end of it, you have a bus stop. The end result of your activities, I.e. Your output is the bus stop.
What, then, is the outcome? Consider the completion. We could say that the outcome of the project is an eyesore, or public convenience. The difference, pretty much depends on whether there was any benefit from it. It's a convenience if the public benefited, it's an eyesore otherwise.
And what if no one used it? Eyesore again! Thus we could think of an outcome as a function of output, usage and benefit. The outcome is negative if any of these inputs are not satisfied.
We could apply it to our performance measures, and our outcomes would be easily separated from our outputs.
Thursday, May 23, 2013
Outcomes.. Or outputs?
Sunday, May 12, 2013
Lab Learning: Day 21
Wednesday, May 8, 2013
Lab Learning: Day 18
Tuesday, May 7, 2013
Lab Learning: Day 16
Friday, May 3, 2013
Lab Learning: Day 14
Lab wise, there isn't anything that I can post as I was away interviewing a TNB customer.
It was interesting that the 2nd most important aspect to the customer was the ability to compare our service to another service provider.
This tells me that of need to outdo the customer service of maxis or TM, coz that's what they compare our service to. It also tells me that until we benchmark our service to others, it will be tough to get very excited customers.
What a revelation.
Tuesday, April 30, 2013
Lab Learning: Day 12
Today we spent the day with half the group meeting vendors, and the other working on detailing the model.
Under the stress of trying to meet our deadline, our personalities are being thrust forwards and knowing the personalities at play it became easier to manage the dynamics.
Our group is complementary. As we were struggling with trying to move forwards, one of us walked to the board, and simplified the solution. Each of us have our strengths. We just need to stand up and show it when the need arise and not hope someone else can do it.
Monday, April 29, 2013
Lab Learning: Day 11
Today we continued to refine and detail our model.
I was called into a discussion over an issue unrelated to the lab, and I realized the real power of our approach.
As the parties centered over what's currently wrong and how it affects our image, and how we need to show to the regulators that changes need to be done, I realized how our approach would really be helpful.
Formulate, syndicate, sell. Instead of arguing over what's wrong, we could very well formulate what we want and already syndicate and sell to the regulators. In doing so, we would already be communicating to them our intent and commitment to change. And we could cover a whole group of internal and external parties over seven days and move forward with it.
No doubt there were the cynical ".. Some people want a lab for everything" comments, but as I listened, I realized that hey, we have the approach to give the maximum impact.
There were already people in that discussion already working on a solution, but they expect to be done in June.
It would probably take up till June for a lab to come up with a solution, too but the difference is, within the first week of the lab launch, the people who matter would probably be engaged already.
Wow.