Cascading metrics solve the problem of communicating a well-balanced scorecard throughout your company. Even if the scorecard your organization has created is innovative in nature, getting it across to everyone else in all departments and sections will be a challenge.
Studies show that many companies around the world contribute to their success because everyone in the company knows and understands the goals and objectives. It is really important that everyone in your company knows and understands the goals and objectives of the company so that they know how to achieve them. This will help promote cohesion in any organization. It would be a bad form if most of your employees do not know the purpose of the company. The obvious solution is to have each of your employees study and understand the company’s goals. The metrics mentioned above solve this problem. This type of metrics system is very useful for setting up lower level employees all the way up to the top boss. They will be reading the exact same metrics with a slight change in perspective.
Let’s take a look at a BPO company. The lowest level employee on your list would be the agent. To rate your performance, you’ll look at certain metrics and key performance indicators that measure your ability to handle a call. Next in line would be the team leaders. They would look at the metrics of each team member and average them to get the average metrics for the entire team. Next would be the account manager, who would look at the scorecards for each team so they could create a scorecard for the entire account. The latter would be the director of the site. Basically, this manager will keep looking at the metrics for each account. But in the end, the site manager will create a dashboard that reflects the performance of the entire site.
The cascade connection of these metrics is done by levels. It’s basically the same with looking like a pyramid, but the difference is that the levels don’t necessarily reflect the organizational chart. Some levels are based on pay grade. Just for the sake of understanding the concept of cascading dashboards, we’ll look at levels and organization charts as exactly the same. Level 1 would be the first to show up and make the metrics understood. After that, you move on to the next line of business that we’ll call level 2. Then there would be level 3 and so on until everyone in the entire organization knows the metrics.
The tricky part about cascading dashboards is that they need to be translated for the next level to understand them. You must do this and keep the entire organization aligned with company goals and objectives at the same time. There is definitely a lot of work to do. The good news is that cascading metrics can really help you and your organization.
